After leaving a positive review with this store, I found myself reconsidering as new events arose. Richard was great to deal with when we were shopping at the store, and Rachel was a great help when scheduling a follow up for issues we had experienced with the furniture we purchased. However, my girlfriend and I are truly disappointed with the post-support after our purchase.
We had purchased a bench and two chairs to go with our island. The bench had some irregularities in the wood we were concerned would lead to bigger issues down the line i.e. sharp edges, as well as, the faux-leather fabric was loose on one corner. One of the chairs had similar irregularities in the wood as well. We had gotten such great service at the store we were hopeful that they could help either replace or fix the problems. After contacting the store, they told us that our replacement bench would be properly examined and verified to be in good condition prior to sending us the replacement. Along with the replacement bench, they informed us a technician would be visiting us to help repair the chair as well. The “technician” they sent to our home (I believe his name was Darcy?), was unprofessional and lacked some tact. He came into our home in a haughty manner, took off his shoes and dropped his jacket on the floor. He focused on the job at hand – which was great, but we found the quality of work could have been better. Arrow should reconsider sending someone with better customer service skills to interact with their customers.
Soon after we received the replacement bench, we noticed more issues arise. There was a bubble in the wood on the bench backrest and after the footrest fell off, we discovered a small yet pivotal screw was missing. The bench we had been told was thoroughly “verified” to be in good condition prior to being sent to us, clearly, was not. At the point of my first inspection, when the bench was dropped off, everything looked fine. In our opinion, the “polished” job Darcy left can be rated as fair. As for the bench, we wonder if our replacement furniture is now worse than its predecessor.
Buyer beware, when you purchase furniture from this place, you will not have the opportunity to inspect it prior to delivery, so you may experience some of the same issues. We were so excited with the great service and deal we received, and the purchase we made overall, we were going to buy more furniture from here. However, after all the issues/experiences to-date, I don’t think we will be returning or referring friends and family to this particular location.
- Company Response
Thanks Wil! We are so happy that Richard was able to be of such help and you enjoyed your shopping experience at Arrow. Thank your friend for the referral and thank you so much again for your business! Enjoy your new furniture! Jason M. - Sales Manager. ****Note to change of review**** Hey Wil, our aim is to make sure that you are happy with your furniture. Everything comes with a minimum one year warranty and if you are still not satisfied, please contact our service department and they would be glad to switch out any defective part or exchange the item if need be. Thanks again, Jason M