[protected] invoice number. Date of purchase 12/19/15. Art Van Furniture 425 E. Eisenhower parkway, Ann Arbor, MI. 48108. Sales person: Ethan (27902) Store bedding manager: Juan We purchased a twin size mattress this last Saturday at the above Art Van store. My boyfriend and I were never told of the policy about going through the mattress testing and pillow testing in order to “activate” the mattress exchange policy. I asked Ethan (salesman) specifically about returning the mattress if it wasn”t comfortable to sleep on and he said the mattress could only be “exchanged”. When I asked how long the exchange process lasted, he told us “30 days”. He did offer the extended warranty for $119 which we declined. But that was it. There was no other conversation/communication regarding the exchange policy. After sleeping on the mattress for 2 nights, it is terribly uncomfortable and cannot be slept on by anyone in our household for more than a couple hours without back pain. I called the Ann Arbor store to say we needed to exchange it and was told that we couldn”t. That our sale was final because we didn”t go through the correct process to be eligible for the exchange. We would”ve gladly had our backs tested for the proper mattress/pillow if we were told we needed to do that. It was never offered to us…plain and simple. So now we are trying to exchange this mattress and Juan, the bedding manager said that it cannot be exchanged until at least 31 days and before 60 days. He also says we would then have to pay for the warranty ($119). OR…we can come back in and get tested for the proper mattress and pillow and then have to BUY a pillow and mattress protector. (We didn”t buy a mattress protector because we already have a fairly new one at home). Either way we have to pay out more money!! We were never told all of these “rules” or policies, so it”s very confusing as a consumer. And absolutely NOT FAIR. We want to exchange this mattress for another one and that”s it. We”re not asking for money back…only to exchange it, and for that exchange to be done in a fair manner based on the fact that we were not given the correct information.
Consumer Reviews and Complaints
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This complaint and/or review was posted on HolySmoke.org on 15:48 pm, October 05, 2018 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/art-van-furniture-2/.
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Art Van Furniture Reviews & Complaints
06/21/18 I had a delivery scheduled for Tuesday June 19, 2018. Not only did the sales rep misinform me of what was included in the bedroom set but I took off work, missed money for this delivery; that was a fail . My 5 piece bedroom set was missing some sort of bracket for the headboard. That”s all they had to replace a small piece. I called the store and Jeff was so nonchalant about it, it basically did not care. He then tells me there is nothing he can do and I have to wait a whole another week to get a redelivery on one small bracket! This is ridiculous ! Customers who”s already been served should not have to wait a whole another week, it is not my fault the piece is missing. And then to have customer service reps who just don”t care and who are not helpful. Is Artvan reimbursing me for missing work for two days!?
Art Van Furniture Reviews & Complaints
2 Recliners (sku#300218511- Kennedy II design)- We specifically chose Lazy Boy Recliners because we have other Lazy Boy furniture with which we are completely satisfied. I had a customer service representative come to our home to evaluate the fabric quality due to pilling of the fabric on the arms, seats and foot rests within the warranty time and was informed after about 1 week after the service call, that the someone can return to “shave the pills” or we can do it ourselves. The fabric continues to pill and the chairs are now also very creaky when trying to recline. They do not sound very sturdy. The manufacturer”s warranty is completed. Sofa (sku# 300204488)-Saxon Taupe Sofa/Addison Taupe- I reported a tear in the back of the attached back cushions and was told that nothing can be done about it since we did not have an extended warranty on the product. Now there are metal pieces coming out of the base of the sofa where the back of the couch base meets the back of the sofa and where the cushion seats rest. There are at least 4-5 metal pieces sticking out and I almost cut my hand when adjusting the seat cushions. I feel that this is not safe! We also have a child living in the how that I constantly remind to not put her hands behind the cushions without looking if something falls behind the cushion. We take care of our furniture and do not abuse the products in any way. I am completely dissatisfied with all the products purchased from your store. We were first time customers during this purchase and are not planning to purchase anything further from your store. The furniture we replaced with your furniture we had for 16 years and did not have such issues until just before we purchased your products. I feel that your products will not provide long term use and should be considered expensive disposable furniture considering that we have had the furniture less than 2 years.
Art Van Furniture Reviews & Complaints
About 5 years ago we purchased a Rigley leather reclining sofa and matching love seat. We purchased the leather cleaner and conditioner which was our warranty. It is flaking and peeling horribly even though I have used the conditioner. What upset me the most is how your sales people can blantely lie about the material. We spent way over $2000 on this set thinking we were getting quality. We had looked at others sets there but the sales person said this set was genuine leather and would last for years. We have talked with the store and of course gotten nowhere. I”m not sure how you people sleep at night. Never stepping foot in art vans again. ??
Art Van Furniture Reviews & Complaints
After dealing with terrible customer service, and having the delivery date extended- without notification, we finally get our custom order couch. We were PROMISED by multiple sales associates, Allison Buchhiet being one of them, that our large 90lb dog would NOT be able to damage this high durable leather (I should have known, and went with my gut). Having this couch less than a month, we had scratches. After 2 months a couple of tears. Customer service came out and stated the Sales Person lied, and that this couch can not stand up to dogs. And the damage that has been done, is not covered under warranty. The fact that these sales associate will lie just to get a sale is unacceptable and so disappointing. After speaking to the manager Chris Berick, it is apparently Art Van practice to allow for sales associates to lie just to get a sale. There is nothing they can do for the misrepresentation of the quality.
Art Van Furniture Reviews & Complaints
After purchasing a king mattress, living room set and family room set we were supposed to receive $250 gift card. This was October 11, and we haven”t received it. I”ve left messages and haven”t received any calls back. I have sent emails and still nothing. This is horrible customer service! We still have other rooms to furnish and while I do like the furniture, we will spend our money somewhere else. The aggravation isn”t worth it! I would like my original gift card as well as another gift card for the inconvenience!
Art Van Furniture Reviews & Complaints
After selecting a bunk bed set for my two daughters, the sales person tells my wife and I that for an additional $50 we can have the set sitting next to the one we had picked. It included an under-bed set of drawers. She specifically told us that it came with the drawers. So we paid the additional money. When I picked up the bed I was a little concerned that it came in three fairly small boxes. So I went back into the store and had the store manager AND the sales rep reconfirm that I had the drawers. Of course, after getting the set home and unpacking it all I realize that there is no drawer set. So my wife and I were lied to by the sales rep and I was lied to again by the sales rep and the manager. This is a bait and switch and I”m pursuing a refund. Needless to say, I have two very disappointed daughters. BE VERY CAREFUL WHEN YOU DEAL WITH ART VAN. THE SALES REPS ARE ON COMMISSION AND THEY WILL APPARENTLY DO ANYTHING TO GET YOU TO SPEND MORE MONEY WITH THEM. I CAN”T BELIEVE THAT THE SALES REP AND THE MANAGER REPEATEDLY LIED TO US. If we receive a satisfactory resolution to this I will update this complaint, but I”m not holding my breath.
Art Van Furniture Reviews & Complaints
April 23, 2018 To Whom it May Concern, I purchased furniture in July 2017 from Art Van, in Westland MI. This furniture was on clearance, but brand new. I was told, because it was clearance furniture, that if anything were to happen, i.e., any defect, that I was unable to contact Art Van for repair. Within 2 months, the furniture started breaking. Out of a love seat and couch, we have only one side of the couch that looks normal. I am so disappointed with this sale and quality of furniture, I will never purchase another item from Art Van again. I now have, less than a year old, furniture in my family room that is embarrassing to look at, falling apart, and unable to purchase new furniture. Sincerely, Your unsatisfied customer, Mrs. Sobick [protected] [protected]@comcast.net
Art Van Furniture Reviews & Complaints
Art Van has the worst customer service I have ever experienced. ALPINE STORE IN COMSTOCK PARK. 5 trips 40 minutes away and three of the trips I drove off without my product. I was told on the phone they didnt blame me if I came in for s full refund. What company would teach those practices? Corporate America has gone to pieces at Art Van. Sure I was offered a 100.00 in store credit, its not worth the paper it was wrote on. Never again will Art Van get my business.
Art Van Furniture Reviews & Complaints
Art van is full of _!!! I bought a $1800.00 mattress on sale for 50% off, with promises and so on. Long story short, it was not even a firm matress which the livonia sales clerk told me it was, next day delivery, “not when there is a sale, we are too busy”, found out that their satisfaction guarantee is only good for 30 days (When I took them to small claims court), and the 15 year warranty on the mattress, well mine was measured and found to be very defective, but they claim it had a stain on it… There was no stain. When trying to get them to replace it due to increasing back problems from sleeping on it (I am 49), the general manager in corporate said there is no such thing as firm and laughed in my face, when I told them I can”t even sit on the side of it without slipping off, more than 3 supervisors told me “beds are not made to sit on” and “sitting on a mattress anymore than 30 seconds is considered excessive”, well… I tried to file with better business bureau, they refused to accept the report saying it was stained!!! That is the issue.. It is not!!! Sone one told me now that if they are a member of bbb, bbb never accepts a complaint from one of their paying bbb members… Could that be why there were no records of any complaints for any art van. Also in small claims court, I was not even able to tell the whole story, art van stopped me and showed the judge warranty that I never ever saw and the case was dismissed. Michigans mattress leaders, what a laugh!!
Art Van Furniture Reviews & Complaints
Art Van tan delivery truck almost caused an accident on June 12 at approximately 12:15pm by cutting off a funeral procession at the intersection of Warren and Westwood. We were leaving St. Peter and Paul Catholic Church to process to St. Hedwig cemetery. The driver failed to yield to the procession by cutting off the procession between the fourth and fifth vehicles in the procession. I was in the second car and witnessed the entire event. I had hoped for police presence to ticket the driver who was most likely speeding as well. Art Van should more thoroughly vet their drivers. Had an accident occurred with MY children in that fourth vehicle, we would be having this discussion in court. Please observe the rules of the road and keep other drivers safety in mind!
Art Van Furniture Reviews & Complaints
Bought a box spring and mattress from Art Van in Feb 2018 $600 took my son with me knowing he was a big boy wanting to make sure we got him something supportive and that would last so we were assured we would have no problems within a years time we noticed the mattress sinking had 3 service guys out first guy tells us not sunk enough wait 2 weeks and call back so did now the 2 one says need to buy a new box spring because the other one was cracked did that so $99 for that so. Ow new guy on Friday says we had a rip in it and now the warranty is voided so in the mean time need a bed for our son to sleep on $1000 for another hoping to get the mattress replace from you guys well nope so done with you all will never buy from you ever again so sad we are now out $1, 700 because of u and the day I got my mattress and box spring delivered I called the store back tell them I had a whole in my box spring and they told me ok they would let them know and got no call back on that oh well all done with you all
Art Van Furniture Reviews & Complaints
Bought a mattress from Art Van about a year ago on credit, make payments on-line. Payments are due around the 17th of each month. Made payment for Dec. in late November. Just got my bill with a $25.00 late payment even though I payed early. Called and they checked and I was paid up but still would not reverse the late payment. How can one be charged a late payment for paying early?
Art Van Furniture Reviews & Complaints
Bought electric bed, mattress, etc a few weeks ago from Naperville, Illinois location on RT 59. Spent over $3400 for entire order 1. When entire bed was delivered, delivery men broke some of the lights in chandelier in lobby of condo, already reported to Naperville location, was told they will may bill 2. Bed has malfunctioned on three separate location on one side of the bed, had to unplug the base and plug back in to get it to work. 3. Placed service call, was told service men were coming on Saturday June 1st Called the Friday before to get ETA, was told because live in Naperville, don’t have an ETA. 4. Never received a call on Saturday June 1st (day, service was scheduled. We called mid day, was told by store, they will call and give a few hours “heads up” NO CALL, NO SHOW ON SATURDAY JUNE 1ST NO CALL, NO SHOW SUNDAY JUNE 2ND NO CALL, NO SHOW MONDAY JUNE 3RD 5. I call on Tuesday June 4th, put on hold 20 mins on two separate calls leave a voice mail on 3rd call 6. NO CALL BACK ON JUNE 5TH I emailed our original salesman at Naperville, Illinois location (RT 59), asking him for advice, direction, listed what happened, asked who should I contact or if he could forward email, let someone know JUNE 5TH NO EMAIL BACK OR PHONE CALL June 6th NO EMAIL BACK OR PHONE CALL June 7th- I place call into Naperville location mid morning, told General Manager will be in later, afternoon. I place complaint with woman taking call at the front June 7th Someone call back to schedule a service call for Saturday June 15th, was told, ART VAN FURN Never had a service call for repair????? After already being told on two separate occasions to wait for service person JUNE 10TH Still HAVE NOT BEEN CALLED FROM NAPERVILLE, ILLINOIS LOCATION if $120 mattress pad is in, DO NOT WANT IT NOW-WANT TO BE CREDITED THE $120 JUNE 10TH Called corporate office on two occasions, placed on hold 15mins each could not get ahold of anyone, left vm on service line emailing complaint now. Worst service!!! Tim Wilsey [protected]@aol.com [protected]
Art Van Furniture Reviews & Complaints
Bought power base for Full Size bed. After delivery, decided I wanted to upgrade to a Power Base with Massage. Said I could not return even though I was willing to pay for needed upgrade. Citing Company policy against returning Power Base. What a shame, on a $1, 200 sale. Help!!! After only 1 day I had a change of mind and wanted to go a step higher. Was willing to pay for whatever was necessary to satisfy both parties. When did something new become sold as is with no return. what a shame. Signed, Mr. Taylor
Art Van Furniture Reviews & Complaints
Bought recliner and sofa, which arrived in disrepair. Then have had 5 visits, soon to be 6 to put new mechanisms in chair, whole new spring system in sofa. It’s just now a year, with all these problems, how could it ever last much longer? *** furniture, will never buy again. I bought this furniture at Art Van Furniture in Battle Creek, MI. I’ve had to deal with one rude lady during our many phone calls and I’ve wasted 15-20 hours of my time waiting around for people to come fix it again and again.Next time I will shop somewhere else.
Art Van Furniture Reviews & Complaints
Daughters bed keeps breaking and slats keep falling. Purchased in Aug 2018 only slightly over a yr old. Had techs come out to repair i believe twice since purchased. Yesterday again same issue. board that holds the slats is what was the actual problem not the slats not being screwed into the board. Called and because it is not under warranty all they could do is send another tech because they said this is a diff problem. I dont agree. If your tech failed to see where the original problem was or what the actual problem was thats not my fault. So again they will not replace this item only will have another tech come but another bandaid on it. I had to go out and buy a new bed becasuse this one is junk and a piece or garbage. Only resolution for me is to come pick this bed up and provide me an entire new bed for the same cost of this one
Art Van Furniture Reviews & Complaints
Do not work with marvin or carrie!!! On greenfield and 9 mile!! If I was you I would run!!! Far away from this store. I ordered my furniture at the end of may 2019. Every time they came to delivery my things, something was broke!!! My dresser was broke at the bottom every-time!!! I ordered a glass table, they broke my table in my house. And wasn’t going to tell me. My 2 end table??!! Broke every-time!!! They charge to much, for this cheap ass [censored]!!! Once, I finally got everything, and nothing was broke. Mind you, I still don’t have my dresser, or my end table’s!! And, the pillow’s on my couch, is already starting to sink in!!! Smh!! So, I got the replacement on the glass table, they broke. But, the end tables was broke again!!! This is the third time, the end tables was broke, and the bottom of my dresser!!! So, now I don’t want the dresser. I go back to the store, pick out another dresser. Marvin said no worries I can get that dresser for you. So, i’m like okay. But, marvin went on vacation, never put my dresser in to be delivered!!! Okay, when he come’s back to work, I say can I get my dresser? He say ma’ma i’m so sorry. They refunded the money back on the card??? Y and who told them to do that. Then marvin say’s. The gift cards we gave you, for your troubles, someone used them to upgrade you warranty!!! I’m like wtf is going on!! I said I need some name’s!!! He said the 2 ppl that did it got fired!! This [censored] is beyond me!! Mind you I still don’t have my end tables. I pick my things out in may 2019. Its now aug 2019 and I still don’t have all my stuff!! Do not!!! I repeat do not!! Go to marvin or carrie!!! They only in it for the money!!! Please take your money some where else! Its not worth your time or money!!!
Art Van Furniture Reviews & Complaints
For about 6 mos. I have been receiving Robocalls from Art Van on my mobile phone. I receive the calls during the day at work, received them on Thanksgiving morning at my home, etc. I asked three times to have my name and numbers taken off the robo call system. I asked again to be taken off the system. I hope it works this time. I don’t want to shop somewhere that thanks me with annoying robo calls. Even worse, they wouldn’t take me off when I requested.
Art Van Furniture Reviews & Complaints
For starters my bar came with no hardware. Upon receiving the needed parts to finally assemble the set. The hardware was nasty and rusty. Upon completion of the assembly, I noticed the table wobble and seen off balance. Indeed it was…one of the legs is too short and doesn’t even touch the floor. What’s your company protocol for these such unfortunate events. At this point I’m OVERLY DISSATISFIED and DISAPPOINTED with the results and quality of this purchase. Thanks in advance for your assistance.
Art Van Furniture Reviews & Complaints
Good Morning, My husband and I stopped by your Schaumburg store over the weekend. We went shopping for a dining room table. I noticed 20-30 coffee mugs that had Art van furniture on them on a few shelves by the coffee. I asked the sales rep. Gerry if I can have one if I bought a dining room table. Gerry asked the manager and was told I can buy one for $20 since they weren”t really for sale. I was insulted. I wanted to walk out just for the principle but I did end up buying a dining room table for $600. Just wanted to let you know a $5 or less mug almost cost your company $600 plus future purchases from a customer. Make your customers happy and you will definitely get my business and I would recommend your place. Plus free advertising. Disappointed but satisfied customer. Veronica Vela
Art Van Furniture Reviews & Complaints
Have had the chairs less than 6 months and the filling inside the chairs in wadding up making the chairs very uncomfortable to sit in. Called and made a complaint, they sent out a repair person he looks at the chairs and stated you need to fluff the filling and show me where the zipper is . I also have a 5 years warrant. The repair person told me that the store may allow me some of the cost back in store credit. I contacted the complaint department again they then sent another repair person out, this person stated it not a problem and wanted to stuff more filler in the chair. I stated this would only increase the problem and refused. I complained again and they told me they are not going to do anything because they offer a repair and I refused. Poor quality chairs and terrible treatment from the store. I still have 5 years to keep complaining.
Art Van Furniture Reviews & Complaints
Have nothing positive to say about art van, waited 12 yrs to give them a second chance & yet again~they blew it with poor treatment!!! They should be shut down, I honestly feel stupid for even giving them a 2nd chance, I knew better from the first time they mistreated me & I lost thousands of $. I will make sure I tell everyone of my negative negative experience with them & how awful they treat the consumers… Grrrr! The art van stores in genesee co. (Flint) are the worst!!
Art Van Furniture Reviews & Complaints
Hello, We purchased an Arlo Glider Recliner/ M3310 Coffee, Sku #: [protected] from Art Van Furniture store in Port Huron, Michigan on November 24, 2017, along with a 5 piece leather sectional of the same brand and style. The leather sectional was delivered with no problems at all and we love it. The problem starts with the glider recliner, which was a special order at time of purchase. We were told 14-16 weeks out which would mean at the latest, March 24th, 2018, the chair shouldve been here. Well we never heard anything so I eventually called Art Van on May 4, 2018, to see what was going on with this chair. They informed us that your company flat out forgot to make the chair. So they offered a 50% discount on the chair and said they put an 8 week rush order on the chair and that we should have it no later than July 4, 2018. Well we give them a call today, July 1, 2018, just to make sure everything is still as agreed and they now informed us that the chair wouldnt be here until sometime in August. On top of that the customer service manager at the store here in Port Huron was very rude to my wife. The problem we have with this is that we feel that we have been taken advantage of through this situation. We understand that mistakes happen, which we were more than patient with the first time, but for them to happen twice on the same transaction is really unacceptable, along with the rude attitude my wife received from customer service. We held up to our end of the transaction so now its time for you or Art Van to hold up to theirs. You see, its not as easy as simply getting a full refund for the glider/ recliner and choosing something else. We have a whole leather sectional which matches to the exact as well. We feel that we should receive 100% refund for the glider/ recliner and a 50% refund for the sectional as well, plus getting the chair delivered ASAP! Now that we have gone half the summer without our matching furniture set that we purchased. You have to understand that by the time this chair gets delivered (if it ever does), it will be close to 10 months that weve waited, while in the meantinme having to keep our old chair in here, which doesnt match by far, because we have a newborn to rock . We just cant believe the service weve received and are in disbelief that this kind of crap service actually exists, especially seeing that we spent $20, 000 there in a 2 month span.
Art Van Furniture Reviews & Complaints
I am a returning customer that has referred many family and friends to the company and we all have spent thousands of dollars with your brand, but on September 6, 2017 my husband and I wanted to purchase a sofa table and end table that we had to have. I put $150 down the same day and was told by the representative Dominique who has assisting us at the time that our items would be in within 4-6 weeks because it had to be specially ordered. I received a call from Dominique stating that she was just giving an update on my items ordered and the furniture was on track to be delivered as initially told. I called art van 6 weeks later and was told that it would be another 3 weeks before my furniture would be shipped to the store and this time I was told by the call representative that my items would not be shipped to the store until November 22, 2017 and that I would receive a call when my furniture has left the warehouse. I had not received that call on November 22, 2017! I called December 2, 2017 and spoke with Dominique about the status and she stated that it wont be in until January 2018. December 3, 2017 I went into the Dearborn Art Van and requested my deposit back and I then canceled my order. I am very displeased with the lack of communication and being given the run around for 3 months. That is very unprofessional and I don”t appreciate be thrown around and lied to. I will be contacting the BBB regarding my dissatisfaction with the service as well as letting social media know how unprofessional and how the lack of effective communication was displayed. I am going to get my deposit back, but it is not about the money it is about the principal. This is a multimillion dollar company and the customer satisfaction expectation is held to a very high standard. I am very disappointed and I will no longer be an art van customer.
Art Van Furniture Reviews & Complaints
I am missing 2 cushions, all chairs have damage. Also missing the bottom piece to make them level. Other chairs wobbly also. Now I have to stay home again Monday for it to be replaced. I want money off or I’ll just send it all back. This is the 2nd time in a year that my furniture I ordered from art van is damaged. Would like answer ASAP. Manager at warren store not very helpful was on hold for 15 minutes. He also didn’t want to hear it.
Art Van Furniture Reviews & Complaints
I am ready to scream in pain from these ads… They air at least five times or more per hour on local tv between 4-8 pm and its ridiculous – loathsome even. Often the ad comes on again as soon as its over. It is on my last nerve and I am tempted to go back to cable tv – despite the cost – because of this ad. Just say no. It will definitely affect my pocketbook as I will not shop & spend with art van… We’ve suffered thru months of this nonsense and its over. Move on. We all know there are clearances centers, outlet centers and the regular stores – and everything is always on sale anyway. Get over it, art van. Kill the screechy intrusive commercial already. Five times an hour is annoying your customer base and is overkill. Try listening to this atrocity five times an hour every freakin day www.bing.com/videos/search?q=Art+Van+Furniture+commercial+lyrics+Find+your+FabUless+song+&&view=detail&mid=D57D3F211F4B97BDC1F1D57D3F211F4B97BDC1F1&&FORM=VRDGAR
Art Van Furniture Reviews & Complaints
I am very unhappy with the last encounter I had with Art Vann. I ordered two full size beds. Upon delivery one was delivered correctly and the other was damaged. The delivery for the second bed was rescheduled. The second time out the wrong bed was delivered, so I rescheduled for the third time to have the the correct bed delivered. When they arrived the third time, they still had the incorrect bed so I rescheduled for the correct bed to be delivered for the fourth time. When the delivery truck arrived the fourth time, the best was damaged so I cancelled the this bed completely. This was very frustrating as I just koved into my new home and my daughter did not have a bed to sleep in. This has been the most frustrating experience with Art Vann and I hope that something is done about this.
Art Van Furniture Reviews & Complaints
I am very unhappy with the quality of product that we purchased from your company on 9/17/17. The rails that hold the mattress and box spring up are splitting. The service representative that came out to look at the item said it can’t be fixed and the rail needs to be replaced; just go the 14 Mile, Sterling Hts locations and we can purchase the replacement rails today. At that location, I was told they don’t sell those items on the weekend and have to come back during the week. I asked the sales person, Tom B, what guarantee do I have that the new rails will not do the same thing. I was told I could purchase the Total Care Extended Warranty which would cover that item for 6 years. Tom B and the manager, Kevin, were very nice and they did give me a discount on the rails, but I still paid the $75.00 for the service all and paid additional money for the item and the warranty. Also, the service repair person told us that no one should sleep in the bed until it’s fixed and it seems the problem was caused because of excess weight on the bed!!!
Art Van Furniture Reviews & Complaints
I bought a Five Piece Rossmore Dining Set/Distress on November 25, 2017. It was delivered on December 06. The same day after having dinner my wife collected the coasters from the table and tapped gently on the table top to arrange them nicely. We noticed slight marks / indentations on the table top. We then started to inspect the table and saw a number of other marks. We then contacted Art Van Service and they arranged a service call (ref 158 7501) for 12/7. The next day we talked to Ms. Amanda from Service and Delivery Department. We mentioned to her that we feel the product has manufacturers defect. Amanda kept on stating that coasters caused the damages. She never saw the picture sent by the service rep who came to on 12/7. She offered to send a technician to our home at a discounted charge of $35. The option offered was to sell a new top for about $70 which needs to picked up by us. What we need is a replacement of the top free . Delivery should be free as well. We have been a client of Art Van for well over 30 years and to ask us to pay for service call and a new table top is poor customer service. We hope to hear from Art Van what they have decided to keep us as one of your life long clients.
Art Van Furniture Reviews & Complaints
I bought a mattress at Art Van store at April /2017 and after only one month and half of use we started to have some issues. It starts to sink in the middle of the mattress and it is showing a inadequate support in the center. When I went to the store the salesperson showed me a mattress with high level of support, so that is what I really would like and then I paid $1.400 usd. I called to the customer service, wait for two weeks to a visit and then I was surprised with the tests made by a person to tell me that there is no damage at mattress, he only measured if the foam deformed in the middle in a still state, and my complaint was that when lying on the mattress we noticed that the foam is very sensitive and sinks improperly. The indentation force (load carrier), which must be linked to the density value, evaluates the weight of the foam on it per square meter. This force is the main indicator of the quality of the foam produced since the material should be soft at the beginning of the deflection (lying down) and soon after resisting. This force also determines the comfort factor in the regions of the human body, in the lying position, where the maximum efforts – shoulders, and hips occur. It is frustration that I paid $ 1.400 for a good mattress and we are experiencing this situation.
Art Van Furniture Reviews & Complaints
I bought a sofa set was suppose to be a regular sofa but the brought me a sofa bed and it defective. They came to fix it twice and its still setting on the floor. I paid for one thing and got something else. I’m very unhappy with Artvan and won’t ever shop there again. I would like to get what I paid for.If I wanted a sofa bed I would have bought one. I hope to here back from someone if Artvan cares about their customers I will hear from them about my situation very concern customer.
Art Van Furniture Reviews & Complaints
I bought a table and chairs from the Mission Hills Collection that were described as; Construction: Constructed using veneers over wood and select solids. The select solids turn out to be plastic! All the trim on the set is plastic that scratches easily and shows white against the dark oak set color. I called corporate and set up an in home visit from their repair people. They said it was a cheap set, what do I expect! I was told I should have shopped at Gormans if I wanted quality. I called back to corporate and was told that they will not take the set back as it is over the 30 day return period. I can pay to have the plastic repainted or they will give me 15% off a new dinning set. This is crappy service. I’ll take my money elsewhere.
Art Van Furniture Reviews & Complaints
I bought a table and chairs from the Mission Hills Collection that were described as; Construction: Constructed using veneers over wood and select solids. The select solids turn out to be plastic! All the trim on the set is plastic that scratches easily and shows white against the dark oak set color. I called corpotorate and set up an in home visit from their repair people. They said it was a cheap set, what do I expect! I was told I should have shopped at Gormans if I wanted quality. I called back to coporate and was told that they will not take the set back as it is over the 30 day return period. I can pay to have the plastic repainted or they will give me 15% off a new dinning set. This is crappy service. I’ll take my money elsewhere.
Art Van Furniture Reviews & Complaints
I bought an expensive kitchen table and chair and within two years, the finish dulled and weakened leaving the table vunlerable to scratches and water rings. The service person could give no reason why the finish looked the way it did but he was “sure it wasn’t covered.” I bought the warrenty but of course Art Van said it is not covered. I wrote letters the headquarters and still no help. I have been a customer for over 10 years and they could care less! I was on hold forever and the woman I spoke to was rude. I will never shop at any of their locations again! I advise everyone against buying anything from them, it is not worth it!!
Art Van Furniture Reviews & Complaints
I bought leather sofas from them, I was charged $159 for leather protection plan NOT being told, I just saw at home that when I looked in the invoice. In fact this protection plan is not covering almost anything. For leather sofas they had to give me maintenance kit, which they didn”t. Within 1 year the sofas” paint was coming out. 1, 5 year after I bought the sofas, I called the repair service (which I was charged for), a technician came home, inspected the sofas, after that they didn”t call me back. The second time when my baby wrote on one of the sofa”s seats they told me that they will not cover the repair, and I have to pay $402.87 for repairing the part, because they cover only ink stain, but they evaluated my stain as being “extensive”. (and again they didn”t call back after technician came to inspect the furniture. It was up to me to find out something about the process, I had to call them) P.S. the salesperson that sold me the sofas is Janina.
Art Van Furniture Reviews & Complaints
I bought over $4000 in furniture at one time in your Chesterfield store. The salessperson I have no complaints on. The delivery I do. When you buy a car you expect to get what you see is what you pay for. When you get your car you don’t have to put it together. No one in the store told us that if you buy in the clerance section that when delivered you have to put it together. The reason for me going to ART VAN is so I get what I see. I could have gone to Big Lots or Walmart and paid cheaper to put together items or ordered from Sauder. My husband just got out of the hospital with a heart attack and then for 7 hours he was putting together our bedroom, living room and ping pong table we bought for our new home. I have always bought from ART VAN and have recomended it for other people who like my furniture now I have nothing good to say because when I called they say oh well. Forget you ART VAN. I have 2 more bedrooms to complete. All I want is compensation for this and no one will talk to me that is poor customer service.
Art Van Furniture Reviews & Complaints
I have lived in my home for 25 years and always buy only from art van, I just sold my home and am going for a modern look. I came into the store with my waitress uniform on and all of the staff was talking and having fun while I walked around the store finding so many things I wanted to purchess. Sadly enough no one would help me. I went to gardner white for the very first time and got amazing service and bought my whole condo full of new furniture. Just to test out how the way you dress makes a difference I was in the area yesterday and all dressed up as usual looking good, everyone wanted to help me.. How sad it is that they think a waitress wouldn”t have money. My husband has a great job of 30 years and I make great money as a waitress at my job of 27 years. Your company should be ashamed of how they portrayed me as a poor lady. Gardner white is very happy with the sales they made from me and I was happy to share my story with them and many other people about my visit including a local news anchor that I happen to be very close friends with.
Art Van Furniture Reviews & Complaints
I have purchased a sofa from ArtVanFurniture and they delivered the broken one! Asked them to replace it and every time heard only promises. Over a month passed and I still sleep on a broken sofa! I’m absolutely disgusted with this terrible company! They do not stand behind their product and refuse to fix their own mistakes! Do not order from this site!! They don’t care about their customers at all!
Art Van Furniture Reviews & Complaints
I just noticed on my bill that I had been charged for over a year of interest due to the misguidance I received from your sales person. $315.00!!! I asked to confirm during every purchase that the payment would be broke down in such a way that as long as I don’t miss a payment I will not incur interest charges. The only thing I pay interest on is my home. The only reason I use Art Van is for the no interest promotions and the convenience of not having to worry about watching my balances to avoid interest. Since the latter turns out to be an illusion I’ll be taking my future business elsewhere. All the people I’ve heard speak poorly about art van, I thought they were crazy as I’ve never had an issue. It’s unfortunate you’ve lost another loyal customer. I recommend that you better train your sales people to inform customers that they need to watch their deadlines on these deals instead of saying that they just have to make the minimum payment to avoid interest!!!
Art Van Furniture Reviews & Complaints
I made my first furniture purchase from Art Van in the 1990″s in Michigan. I have since moved to Illinois and have purchased bedding from the Naperville store about a year ago. Shortly after that purchase, I received a call from the Art Van fraud dept researching a large online purchase using the same credit card # that I had used in their store. It was not my purchase and they said they would process it through the appropriate channels on their end. I immediately cancelled that credit card. Fast forward to 5/5/18. I purchased 4 chairs at the Art Van store in Downers Grove IL. When the salesman took me to the cashier, I provided them my cc to pay in full they called the manager because my name came up as fraud. Imagine my shock. They were very nice in trying to work through it and I had to provide 2 pieces of photo ID for them to make a copy. Mind you, it was a completely different cc # so they attached fraud to my name and not the cc # even though I was originally told it was all taken care of. I received a vm on 6/20 to set up delivery. I called back that same day and was told that they couldn”t release the chairs because “corporate” said that they needed another form of payment. The full purchase price was charged to my cc on 5/5 and had already showed on my cc statement. I didn”t understand how they could not see that they had already been paid for 6 weeks prior. I was told they would have to call corp but they were gone for the day.The next day I called the store to talk to the manger and she said she remembered me at the time of purchase and knew that it had been resolved then however there was nothing she could do until she talked to corp. I did not hear anything the remainder of that day or the next so I went to the store on the 23rd. A different manager was at the counter and I explained the whole situation to her and showed he my receipt which showed it was paid. She too said there was nothing she could do until she talked to corp. I said the mgr I talked to 2 days before said she was going to do that but I never heard back. I told her the name of the mgr and lo and behold she was sitting there silently behind the counter. When ask, she said that she called corp but they never called her back. She also said that they had received an email from corp a couple of days after the original purchase but they obviously didn”t handle it at that time and let it sit for 6 weeks. At that point I was so frustrated that I said that I just wanted my money back and she said wait let me go get the sales manager. The mgr that helped me during the purchase came over and remembered the situation. At that time the first female manager left and a friend that was with me asked her if she should stay until this was resolved and she responded that she would only talk to the customer. Funny thing is that person also made a furniture purchase the same day that I did so she was a customer. Then this mgr stood in the main aisle with several sales people and were talking and looking over at us. All I kept hearing was that this whole situation was caused by them wanting to protect me. He went behind the counter and said he overrode the delivery block and it was now scheduled. Of course I asked how could he do that when everyone else said they had to talk to corp. He said he just did it in the system however it still would need to be approved by his store manager and corp. I asked for the phone# to corp and he said that they wouldn”t talk to me they would just send me back to the store. I again said I wanted the number and he pointed to my receipt and said it was right there. I also told him that I wanted a call from the Store manager before I would accept delivery at the end of the week. When I got home I discovered that the only phone number on my receipt was the store”s # and not corp as I was told. I waited 2 days and had not heard from anyone so I searched the internet for a customer service phone number and there was not one to be found. I finally called their service and warranty dept and a very nice man gave me the #. I called and the call went directly to vm. I received a call back and explained the entire situation. I also told her that to date not one person apologized for this mess. She apologized. She said that she would have to talk to their corp fraud dept and that they were in a different building. She defended the store in saying that there was noting she or corp or the store could do until the fraud dept provided direction. I asked why they haven”t responded after all of these attempts and she said that I would have to be patient and let the process take its course. Are you kidding me??? She said that either she or someone from the fraud dept would call me back. She had my cell # to get in contact with me. When I got home from work, I had a vm on my home phone and all it said was “this is “XXXX” and you will receive your delivery on Friday and your account is all taken care of. Really??? Was this the fraud dept? Was this the CS dept? And what was the issue with my account? The chairs were delivered and the delivery men were taking the wrap off of the cream colored chairs and their hands were filthy. I asked him to wash his hands but by that time the first chair was already dirty. He yelled to the other guy he needed to put in call for technician. When I received a call from the service dept to schedule, she said that she understood that my chairs were dirty.I said one chair and she set up a service appointment. Again, 2 opportunities were missed to apologize. My apologies for the lengthy email but the details needed to be profiled. Needless to say, this has been a horrible experience. I looked up the yelp ratings for this store and it was 2 stars which is not surprising. – having an online order done with a credit card that had just been used at one of their stores seems more than coincidental – how can their system not track that they received a payment that cleared their system and they received payment 6 weeks prior? – why was my account never notated by fraud that this had been resolved? – what happened to the copies of my personal ID”s? – As I mentioned before at no time during this ordeal did anyone apologize. Instead everyone kept saying they were “protecting me”. So this was good thing? As you can imagine, I have been publicly humiliated and embarrassed trying to rectify this at the store in front of other customers and employees. What originally started as a specific store issue now has me convinced that it is a corporate culture issue. There is no regard for the customer, no follow up and no accountability. Stores say corp, corp says stores and/or fraud. There needs to be some sense of ownership of the customer experience. In talking with friends, social media seems to be the best avenue to get the message out regarding companies that deserve or don”t deserve people”s business.
Art Van Furniture Reviews & Complaints
I order a living room sectional from Art Van Outlet I pay cash I was told it will be at my house in the middle of April just enough time for Easter but at the end of April I still haven”t received it I called Art Van and I”ve talked to Kathleen (her store number 29062). I was told that my sectional would not be in until the middle of May. I asked why did nobody call to let me know that I wasn”t receiving my sectional set? I have family over for Easter I have to cancel because there was no place to sit in my house. At least I should be conversated for my patient for the time that I haven”t received my furniture. This is absolutely ridiculous nobody should have to wait this long full furniture set. I pray that it be the one I picked. Art Van should do better then this.
Art Van Furniture Reviews & Complaints
I ordered 2 beds with mattress including a dressing mirror and chest for my home recently, and both of these beds were scheduled for free delivery. I was happy for the free delivery but only for the clumsy delivery guys who were so ruff and inconsiderate. They just rushed into my home, virtually hitting the stairway and the walls. I was so much annoyed as they were not even sorry for the accident (Which would have been not one… If they were little considerate of someones property..) They even do not wear any disposable shoe cover before entering the home. I totally condemn such rustic delivery guys…
Art Van Furniture Reviews & Complaints
I ordered furniture back in March . Was delivered damaged twice (special order) . Then ordered different furniture that was suppose to be delivered last week . No calls so I call today and another run around . So now we are canceling our second order . This company does not know anything about customer service. The people are rude . You would think after so many mistakes they would be trying to make things better . This company is a joke . I will never buy from here again . I will spread the word of how awful we have been treated !!
Art Van Furniture Reviews & Complaints
I paid over $4600 cash on May 18th. It was delivered on the 20th damaged. I refused the order. I came into the Novi store where it was purchased and they offered to knock only $200 off. This isn’t the first time we’ve received damaged furniture from the Lansing warehouse. Last July ordered bedroom set for $6000 and the wood was all dinged and chipped. I was told it would be fixed, but no one still been out to fix it. Now the manager Courtney is telling me I either have to wait until Wednesday for another delivery. And if I want a refund as I do I’ll have to wait 2 weeks for corporate to send me a check. I paid cash 2 days ago. I am not Happy! I’ve been a loyal customer, and I will not spend my money here ever again. They really need to work on they’re customer service! I don’t know how they stay in business treating people like this. Art Van should be ashamed of himself.
Art Van Furniture Reviews & Complaints
I purchased a $3000 sectional 8/2016. In September 2016, the sectional was repaired due to the cushions sinking. In June 2017, another section of the sectional started sinking. I contacted Art Van as the sectional is under warranty. The technician stated, there are no springs in the sectional. The manager stated, I would have to pay for parts and labor as there are no mechanical issues with the sectional. She also stated, the sectional was repaired the first time as a courtesy. I am appalled with Art Vans” response to my issue as the sofa is under warranty and I should not have to pay for repairs.
Art Van Furniture Reviews & Complaints
I purchased a bed and was offered a free item and I chose 2 nights at a motel and never received them and I have called and keep getting the run around no one can tell me what and where to go I was given a phone number that just kept saying I won things and when I didn”t want them they hung up on me so I called the store again and got a website which my emails keep coming back
Art Van Furniture Reviews & Complaints
I purchased a bed from art van in Jackson Mich in 2012 . Was charged extrA for mattress pad protector. This is the second time I have had urine soak through the protective pad. When I called for the second accident today, art van had no information on the bed I purchased or the visit for previous mattress cleaning. It was still under my old address and phone number. Was told next Wednesday for cleaning. I said no…I have no bed and dont want urine soaking in for a week. Was then told a tech can come out tomorrow hopefully. Your policy/requirements aren’t effective. My mattress has had urine soak through you protective pads twice. To make matters worse…I have to take the old one in the store to get a new one. It should be taken with your tech and replaced by them. No more inconvenience for me. I should get a new mattress.
Art Van Furniture Reviews & Complaints
I purchased a couch and chose the fabric. When it came in May of 2017, all seemed fine. In July of 2018 all the cushions are in tatters from simple daily use. I called for service and was told it was out of warranty. I consider this bull. Your products should last more than 14 months. I don”t have much money and this was supposed to last. I will be telling everyone not to buy your products. I would like new cushions or make me some covers. Or give my money back for defective materials.
Art Van Furniture Reviews & Complaints
I purchased a couch from art van a couple of yrs ago and I’m totally disgusted with how poor the quality is, I have purchased all my furniture from art van and this is the absolute worse. Please I can’t believe that you pay all that money and not get your moneys worth. I don’t have a money tree in my backyard. I just don’t know what to do . I have exhausted all my means and would love some help and assistance! Please Pashka Bolda
Art Van Furniture Reviews & Complaints
I purchased a couch with a warranty and am told that the fabric is no longer being manufactured to replace 2 covers. The solution offered is to take a 10% deduction in price and buy a new couch. I do not want to do this. I want my money back. This is the second time in 20 years I have been burned on a warranty with your company. I am highly dissatisfied and do not want to do business with this company. Please return my money. Thank you. Reference # 1757035
Art Van Furniture Reviews & Complaints
I purchased a couch, a loveseat, and an accent chair. The chair was delivered damaged. When I finally got ahold of them, they stated that they would have to send a repair tech to look at it. The tech said the chair needs to be replaced as the material and a leg is messed up and can”t be fixed. He gave me a number to call to set up the delivery/exchange. It took three days for them to track down the “notes” verifying exchange. And I had to keep calling them, nobody called me. Finally they set up a delivery/exchange day, which was supposed to be today. I received TWO calls from them yesterday verifying that the chair would be delivered within the window of 945a.m. and 1245p.m. So I have been sitting around all day waiting for them. Finally, at 1:15p.m. I called them. The lady says “Nobody called you? They lost the merchandise so now it is on back order with approximate date of mid September” REALLY? Nobody ever called me to let me know, so I wasted the whole first half of my day waiting for them. Now I am stuck with this damaged chair that I paid for, and they are only giving excuses. I am beyond irritated. This whole process has been a disaster and I am angry that I have to pay for junk from an awful company. Don”t even get me started on the awful customer service I received when I initially went to make this purchase. Apparently they won”t be doing anything to make this right either. Save yourself the headache and spend your money somewhere else.