Oct 2017: Got water again, this time was in for a recliner. I'd already researched what I wanted, we just had to find it on the floor. Sales was happy and helpful as usual and verified inventory and went to the back to pay for it. I could pick it up in 2 days. GREAT. Come time for pick up, I went inside to check in like they told me to on day of purchase and I was told to drive around past the two blue containers. After waiting 28 minutes, I went back inside to see if there was a party I missed. There were 4 people in the office, but nobody was able to ask me why I was back inside without my chair. There seems to be only one person assigned to walk-ups and she was on the phone. After 6 more minutes she re-contacted somebody to meet around back. This time I was met and granted access to my chair. The box was pre-opened, but the manager (Nathan) who was meeting me this time found some tape to patch it up for the trip home. I'm dropping my rating to a 3, customer service should not end at the sale and being ignored by 3/4 people in the office and waiting at the back for half an hours does not meet my expectations of customer service. I will give Grand another try more than likely but I will certainly add looking at Salem and a few other places. I'd also like to note that I found the piece I bought online _before_ buying at grand anyway because grand is local. Even though the price was over 100$ more. #buylocal
April 2017: Greeted with a coke. I don't drink coke so I got a water. Sometimes the sales are a bit strong for my taste but it varies on who is there. Honestly I prefer the attentive sales person vs the non-existent ones. I've bought several pieces from Grand and have been pleased with speed of delivery and quality of the goods every time.
We bought a Tempur Pedic mattress from this place on 9/16/17. Yes, you can take a look of my posting date and see that it's been 11 days. No delivery.
We were promised delivery by sale person saying last Friday. And when we waited the whole morning and called back last Friday, they had to deliver it on last Saturday when we told them we had to be on a road trip. The manager guy promised delivery before 10:30 am on Saturday. And guess what, we have a voicemail evidence showing, on Saturday, warehouse called and told us they wouldn't show up until after 11 am. Great. We said sorry we were not home. And expected delivery on Tuesday, which was yesterday. No call the whole day yesterday for anything about mattress. Called back and someone promised a phone call will be coming today, Wednesday, before 11 am to schedule delivery time for today. And guess what, yes no surprise at all, no phone call.
1. Nobody scheduled our delivery for today; 2. There is nothing the store can do for people who didn't do their job; 3. The customer service lady who has been working as customer service representative for 42 years can only tell me: I apologize, I am sorry for what happened to you, do you want us to reschedule a delivery? 4. I have to deal everything with local store. (Yah, I don't see the purpose of the 866 number existence... Sorry, the customer service lady who has been working as customer service representative for 42 years.) 5. What they say on their website: "... Or you can schedule delivery for whatever is convenient for you..." is not possible. (Eh, not sure why you say it then...) 6. The store delivery for Tempur Pedics is already for free, I shouldn't expect too much from free service. (Umm, is there a store not delivering Tempur Pedic for free?)
*Update*
I really wish I can see this store bankrupt one day for their poor customer service.
I really don't know what makes Grand home furnishings survive this long. Maybe some luck and tolerance from nice people. But we as customers have already compromised our time schedule for their delivery. They have to betray our trust day by day.
I called their 866 customer service number and got those info:
Great experience! Greated right away, offered beverages! We picked a great 3 seater couch from their tent sale which had an additional discount on top of the already low price!! Delivery was actually earlier than the initial time we were told that morning so that was awesome! Highly recommend.
Nice selection of all types of furniture. No in-home designer, but said they were getting one. That is what I really needed so disappointed, but hey, in Christiansburg, probably not much demand.
Some other important things we found unbelievable are: 1. Nobody feels responsible to update us the status of our merchandise after we paid the money; 2. Zero communication seems to exist between sales people to warehouse people to delivery people.
Very friendly and knowledgeable staff. Good furniture. Very well built items. Have purchased from them before this time.
Then I called store, assistant manager lady made me realized: 1. The Saturday delivery was failed because we said we couldn't promise to be home due to road trip despite the fact that on Friday the store promise delivery BEFORE 11 am Saturday while the warehouse called to schedule delivery Saturday morning saying delivery AFTER 11 am with voice mail as evidence. ( Yah, don't forget, the store don't really communicate promptly with warehouse.) 2. The sales lady who is responsible for scheduling delivery happened to be not working on the Friday when we tried to schedule delivery and Tuesday (yesterday) when we tried to schedule delivery again. Very convenient. And no one else is supposed to be responsible. I should understand when their employee is off work. ( We learnt that some family business is involved... but shouldn't your work be forwarded to someone who is not off duty?! So it's better to lose customer trust over commission. Got it.) 3. And somehow we are suspecting someone is trying to push us to cancel the deal: my husband tried to talk to store manager yesterday and someone said he wasn't there while apparently he was on duty, and then my husband's attempt to schedule delivery for today was not put down in system...( Smells fishy...) 4. They really don't care about losing customers. The assistant manager hang up on me with a sassy attitude after I tried to tell her what is really happening of several times of delivery schedules. And we are pretty sure we are labelled unreasonable or angry customers... ( Proud.)
Grand Home Furnishings is a US Furniture Store based in Christiansburg, Virginia. Grand Home Furnishings is located at 220 Laurel St NE, Christiansburg, VA 24073, USA.
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