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I've been shopping here since 2013 and furnished multiple homes with them, so I'm really let down by this situation. I had an unused extended warranty that was supposed to become store credit. When I went to use it, I found out each credit needs you to spend over $1,000, they can't be combined together, and you can only use them on regular-priced furniture or mattresses. That means I'd need to spend more than $2,000 just to use about $1,100 in credit. Maybe these rules are somewhere in the details, but nobody explained them clearly when I bought the plan. I asked the store manager for any kind of customer-friendly solution and got nothing. Before you buy one of their protection plans, make absolutely sure you understand all the restrictions on how you can actually use it.

The staff at the Prescott location really took care of me. They made the effort to help me find the perfect recliner for my senior friend who's pretty particular about what she likes. There was zero pressure, they offered a great discount, and we ended up with a grey recliner she loves. Delivery was a little later in the day than ideal but they called ahead to give us a heads up. The delivery team even moved some other furniture around to make room for her and she's thrilled. The store itself is gorgeous too. Thanks to the Prescott team for your excellent service.

If I could give zero stars I would. I'd warn anyone away from this place. We bought a leather set back in 2021 with a love seat, sofa, chair, and ottoman. Within half a year the cushions were sagging and the leather started peeling and cracking. We'd bought the extended warranty because our salesman said it covered everything and even joked that if my wife walked across it in heels they'd cover it. That turned out to be completely false. When we submitted pictures for a claim, they said one faded spot was normal wear and tear and wouldn't cover it. We paid over $8,000 for this set, and three years later we found out it was discontinued so they can't get replacement parts. They offered us 30% of what we originally paid for the damaged pieces. Now we've got two more years on a warranty we can't even use because parts don't exist if we need to claim something. Their customer service was cold and unhelpful. When I asked for a manager they told me he'd say the same thing. One rep named Andrea said she'd send an email about having someone call back but we never heard from anyone.

I bought a love seat from here six years ago and within two weeks it started cracking and squeaking terribly. They replaced it, but the new one did the same thing a month later. I gave up and kept it until I eventually sold it. I walked into the showroom recently just to look around, even questioned why I was going back in. But I found a small couch that caught my eye and made the mistake of buying it. The manager promised it would be fine and claimed they'd never had this issue happen. Wrong. Three weeks in and it's cracking and squeaking so bad it feels unsafe to sit on. The manager didn't seem to care and again denied ever seeing this problem, which I know is false. I personally know five other people with the exact same issue. They're sending a technician this Friday, but I'm telling him to take it out of my house. This company uses cheap materials, cutting corners with thin framing instead of proper support. I'll never shop there again and you shouldn't either.

I want to share my negative experience with this company. I went to the local store and bought a rocker recliner, paying cash in full on November 27th with no delivery timeline given. I was hoping to have it by Christmas. Unbeknownst to me, my kids actually purchased a nicer deluxe recliner for me as a Christmas gift, and that one arrived December 3rd. I went back to the store in person to explain that I didn't need two recliners, and since theirs still hadn't arrived, I asked for a refund. They refused, citing the fine print on my contract. I was furious. The recliner finally showed up on December 13th, but I have nowhere to put it since I'm in senior living. The two delivery workers were professional and kind, but the staff inside the store, including management, were rude and unreasonable.

What a nightmare with delivery! First they said it would be ready for pickup that weekend. Then they switched to scheduled delivery, which I paid extra for. Then it became we'll call you two days before it arrives, which is apparently some kind of indefinite window I wasn't told about. The salesman insisted he didn't do anything wrong even though he gave me completely wrong information. Now my bedroom has no bed because I moved it out early in preparation for the supposed scheduled delivery. I'm stuck sleeping downstairs while my wife recovers from hip surgery upstairs, and I have to run up and down the stairs all night when she needs help. The salesman knew about our situation and made promises he couldn't keep. Shop somewhere else.

I thought this store sold quality furniture, but I was wrong on both the product and their warranty. Spent almost $3,000 on a bed and added a $500 protection plan. The upholstered headboard and footboard started falling apart after just two years. I tried to use my warranty which specifically said it covers defects and worn upholstery, but they told me it's just pilling and not a defect, so I'm not covered. Why would high quality fabric start pilling on areas I barely even touch? Save yourself the money and skip their warranty. Better yet, shop elsewhere entirely.

The salesperson I worked with understood exactly what I needed for my arthritis and went above and beyond to find the right mattress. She listened to my concerns and made sure everything would work for my situation. The entire delivery experience was smooth from start to finish with good communication throughout. I'm really happy with my new mattress and the whole process.

After visiting the store multiple times, making countless calls, and sending emails, I never got a single update on my order. We came in on August 2nd and looked at different options but didn't buy because stock was limited and we needed furniture before October. I specifically asked the sales associate which dining table and sectional sofa were in stock and could be delivered soon. She suggested a grey dining set and sectional that she said would arrive mid-September. I asked her to double-check the system and inventory to confirm mid-September delivery, mentioning I could shop elsewhere like other furniture stores if they couldn't meet that timeline. She confirmed and we placed the order right there and paid. We waited for delivery and when nothing showed up, I went back to the store and spoke with staff. They checked and called their manager over, and both seemed surprised by something in the system. What came next was confusing and unhelpful.

Picked up a floor model sofa at the Brantford location on September 4th, and here we are on the 25th with no sign of it. Can't speak to the product quality, but their delivery system is a total mess. They had promised delivery on the 17th, didn't show. Then promised the 24th, didn't show, no call either. When I called the store, they returned my call at 8pm to the wrong number with a vague message. Their whole logistics process is backwards, shipping items from the store to a central depot in the opposite direction before delivery. They weren't honest about any of it. The driver never called like they said. Customer service is nearly impossible to reach, and when you do get someone, each person gives you a different story. One said the driver already called, another said it wasn't scheduled until October 15th. I went to the store to talk to management. We'll see what happens next.

Really disappointing experience, otherwise I'd rate this higher. The salesperson at our local store was wonderful and helped us pick out a sofa and ottoman. Delivery went smoothly at first, but when the items arrived, I found serious damage. The ottoman had a deep indentation in the middle like it had been sitting in someone's home for years. The delivery person told me to call customer service. A technician came out and was shocked at the condition, saying he'd never seen a brand new piece arrive like that. According to their policy, they attempt repairs before replacing items. I get that if I'd owned it for a while, but this was brand new furniture delivered defective. I shouldn't have to accept repairs on an $850 ottoman I paid full price for. After multiple calls, their manager offered me $44 back on my card or $66 in store credit, but absolutely would not send a replacement even though I'd paid in full for a working product.

The furniture itself isn't terrible, but it's overpriced. Don't waste your money on their extended warranty. It's basically useless. The salesman tried to pressure me into buying it by saying with my pets I absolutely need it to keep everything looking new for five years. Total nonsense. Approach their sales staff with the same skepticism you'd use with a used car dealer.