"Order a HM chair with the caster upgrade in Feb 2023. The casters were not in stock. Not big deal, I patiently waited for 3 months and got occasional update emails pushing the delivery further and further each time. Finally decided to email their customer support after 4 months of waiting. They told me, oh, the package was just shipped from the vendor, you will get it in no time .... A week later, another follow up -- "We just got the shipment, warehouse will pull your order and ship in a day or two" -- Another week passed by, followed up again -- "it will be tomorrow at the latest".... And yet I still haven't received the shipment.
It is the never ending empty promises. In the era of two-day shipping from everywhere, it is such a drastic contrast. Please be aware and think twice if you are planning to make a purchase from them."
"I had a fantastic experience purchasing a chair for my wife from Smart Furniture. Although there was an issue with the delivery process that was not caused by the store, they were extremely helpful in resolving it. The staff, including Jamie, Kristy, Abbie, and others, were all incredibly helpful. I highly recommend this company to anyone looking for new furniture.
I think people should keep in mind the following. When buyer has a good experience, they are rarely compelled to go and post a positive review. It's expected. Things are always expected to go perfectly. But when there's an issue people will complain. So for these 60+ negative reviews there are 6,000+ positive experiences. Including mine. I trust this store 100%. I had real human interaction with real people that cared about my shopping experience. And I am picky as hell.
Shop with confidence! "
"So far my experience has been horrible as they promise you 10% off if you agree to receiving emails and updates via text messages however it seems as though this does not apply as this was explained in an email from one of their representatives they offered to give me 8% off shipping not even compare to the 10% off of $3,000 purchase I have not received this item yet and I am afraid of what condition it will arrive in as they expect you to pay an additional fee for delivery insurance this doesn't seem right to me as their shipper is liable for any damages that occur my responsibilities in my opinion don't start until it's on my property and off their shippers vehicle so far I am totally unimpressed and I would certainly cancel this order with them if I could find this item through another manufacturer but I seem unable to do this and the manufacturer does not allow me to buy directly from them all I can do is keep my fingers crossed and if it arrives damaged or if their customer service continues to be unhelpful and uncaring about the customer and customer service I will be forced to call my credit card company and put a stop on payment I wish I would have read everybody else's reviews prior to this purchase certainly my experience thus far does not bode well for Smart Furniture and I would highly recommend with my experience thus far don't deal with this company"
"Ordered a Herman Miller Eames Soft Pad Executive Chair from Smart Furniture. On their website, the descriptions say it works in offices and home offices as well as on hard floors and carpet. Received the chair at the end of July. The cylinder for the pneumatic chair lift literally rests on top of my carpet. On a carpet protector, it scratches as you move the chair.
And while Hermin Miller reps say this is not normal, I have to go through Smart Furniture and they are doing everything possible to make sure I am stuck with a chair that does not work per the description on their own website. They did offer to fix their website, but that doesn't do me a lot of good. Having gone through this experience, I recommend ordering directly with Herman Miller as they appeared willing to work with me. I would avoid ordering any thing from Smart Furniture if you need customer service in the future."
"I spent nearly 4K on a Herman Miller chair and waited 4 mos for it to be delivered. I called multiple times and was told it’s being built/processed. I was also over billed snd had to call to correct that. I called to follow up on delivery and was told the order was never placed and that I have to wait another 3 mos for a chair. I strongly suggest not using this company and going directly to the manufacturer. This is beyond frustrating. "
"Dumpster Fire of a company. Ordered Steelcase item took almost 90 days to process. Ship date came and went, was late. Finally after 100 phonecalls and emails Item finally shipped. Shipper calls, find out even know we paid for Residential Delivery SmartFurniture dropped the ball and didnt order Resi Delivery. After another 3 days of trying to get a hold of the company, finally they admit to the mistake and say they will call me back ASAP as they are going to get InstallNet to come install the item. 3 days later many unanswered calls and email, they tell me they never called InstallNet and now its going to be another week or so, even know this item is sitting 30 minutes from my house after a 3 month wait. Long story short, they are drop shippers, they have terrible customer service, they dont answer calls, they dont follow instructions and when you do get somone on the phone usually its farm animals, dogs, or somone eating loudly on the phone. Run do not walk away. We disputed our order with AMEX and will be posting this review on every available site so other customers do not have to wait 90 days to become a victim of this company. BBB complaint also to follow."
"I recently ordered an Ekornes reclining chair from Smart Furniture. When it arrived, I was dismayed to find the bases of both chair and ottoman were not the color I had ordered. My customer service representative, Allison, was supportive and helpful in every way through the exchange process. Replacement pieces were shipped to me and a technician was found locally to pickup my chair and the replacements were done in their shop. My chair was returned the next day in beautiful condition along with the original wood bases. When I inquired as to how to return the extra bases, Allison responded that I was welcome to either keep them, or she would arrange a pick up if I wished. I am donating them to a local charity and everyone has benefited from my experience."
"I hate their salespeople. I hate their sales system. I should know how it works. I shouldn't be passed off from person to person. Never in my life have I dealt with a more painful sales system - think Cutco Knives level annoying. No answers about the products. My salesperson, Brooke, was extremely rude."
"Horrible customer service. Stay away! I wanted to order 50+ Herman Miller seat cushions and seat backs for over $5k. Three different people blew me off multiple times. I had to constantly follow up just to get someone to respond. I can't imagine how bad the service would be if they already had your money. I really have no clue how companies like this stay in business. They are really a train wreck. Do yourself a favor and look elsewhere!"
"Ordered a media cabinet and it came with a crack through multiple sides.
Delivery refused to bring it inside when i paid for room of choice delivery.
Ordered a dresser and it came with defective pieces.
Customer service is slow to respond."
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I ordered a dining room table on October 18, with an October 3 delivery. Several weeks later with delivery being delayed week after week, finally after talking to customer service several times I get a delivery time of three weeks after scheduled deliver and cancelled dinner party later they deliver a coffee table. Here I am several days later from this delayed shipping and incorrect delivery and after attempting to contact customer service serveral times there is zero resolution on when the new table will be delivered or any sort of compensation promise for this horrible customer experience.
Just extremely disappointing all around."
"Title says it all. As a frugal individual, price is typically everything for me, but this interaction has me questioning my beliefs at its core. Their customer service is THAT good. I can't believe their score here is not 10/10. I bought a Herman Miller chair from them and everything went smoothly. One of the arms developed an annoying squeak; I bought some Teflon lubricant ($$!) based on the manufacturer's recommendation. The lub didn't do anything. So I contacted Smartfurniture if they had any ideas. The rep who I interacted with could see I felt a little disappointed, so he refunded me the cost of the lubricant and setup a warranty repair. Fast foward 1-1.5 years later, one of the arms is having a different problem. Smartfurniture to the rescue... AGAIN! They setup a warranty replacement with Herman Miller.
These guys are the best. No question about it. Please please please support them! They are a family run company and each one takes their jobs seriously!"
"i was looking for a best store of furniture then i found smart Furniture so far. I love my smart furniture display! It was SO easy to put together, it looks absolutely first-class.. provided a high quality of furniture for my home. they have shipped my items on time."
"I stumbled across Smart Furniture via an Internet search, and they became 1 of 3 online merchants that were able to supply me with the product I wanted... The other merchants claimed it would take roughly 4 weeks to get me the two pieces of furniture I wanted because of passing thru customs and shipping 400 lbs across country.... Karen at Smart Furniture listened to my request, provided me with outstanding service, processed the order efficiently and the items which had originated in Toronto, Canada actually arrived in here in Phoenix 5 days later! I was very, very pleased and would strongly recommend this online merchant to anyone needing high quality, fashionable furniture, including European styled specialty items such as what I purchased. "
"Outstanding customer service. We purchased 7 items for our office, including chairs, filing cabinets, & a bench. One item did not work for us and the return was shockingly easy. Another item was mistakenly marked free shipping on a web page and they actually honored it. Each rep was pleasant and helpful. They had come recommended to us by a friend, and I could not be happier with our experience. Make your life easier and order from them."