PHILLIPS FURNITURE

I would like to lodge a formal complaint against Phillips Furniture in Kirkwood, Mo. On February 10th, 2014 we ordered a 3 piece sectional from the local store. At that time we were informed it would take 6-8 weeks to have the furniture built, fabricated and delivered, which is fine as we understand it was being custom built, which is the reason we chose Phillips. At the 6 week point (approx 4/10/14) we contacted the local store to check on our order and was again told it would be in and ready in a couple weeks. However, upon the 8th week the furniture was not in and was told it may be another couple weeks, which would make it around 10 weeks. At that time we were issued a credit for the delivery charge for our inconvenience and thought it was settled. Finally on April 26th, 2014 (11 weeks) we had our furniture delivered. Upon delivery there was a big chunk of wood missing from one of the feet on the chase lounge. The delivery driver then contacted the customer service line to report the issue and informed me the customer service rep would call me back to setup the order and technician to fix the issue. On April 28th, 2014 the customer service rep (Lisa) contacted me and confirmed which part was needed. At that time I also informed the rep that some of the stitching was showing in between the fabric and there was fraying on the bottom of the sectional. The rep reaffirmed me that a part would be ordered and a technician would be sent out to replace the leg and exam the fabrication of the sectional. A month went by and on May 23rd/24th, 2014 I called back in to the local store and spoke with the store manager (Jordan). Jordan said we was going to send an expedited request to have the issues fixed. As of June 10th, 2014 (4 months after original order) we had to reach back out to customer service and the local store to follow up on our issues. We were informed that yes an order was placed April 28th for the part and a shipment was received, but it did not include the part for our sectional. The rep stated they would follow up with the vendor of the part to see what is the status and it may take a couple weeks for the part to come in then another couple to get the technician to come out. To me this is not the exceptional service or product I was looking for upon choosing Phillips. We chose Phillips based upon the promised high quality product and service they provide. However, thus far have I not only encountered delays with receiving the furniture, but now have had difficulty resolving to what seems a simple issue and fix. This has been a less than subpar experience and I wish to have the matter resolved immediately. I don?t feel like anyone at Phillips considers this to be big major issue and are concerned to correct the issues promptly. The overall experience and lack of timely follow through has been frustrating to say the least. I thought we invested in a high quality product and service, but now that we have waited 11-12 weeks to receive the product and it was below our standards and now another possible 2-3 months to have the product and examined is not acceptable. I would like to have this matter resolved or I will have to return the product.

They are locally owned and they provide great service. The bed's are great. They are professional and knowledgable. I will continue to use their services and will recommend their services to others.

HAVE ALWAYS HAD GOOD LUCK AT PHILLIPS AT THIS LOCATION (WHICH, OF COURSE, IS NOW ASHLEY AND THROUGH THE YEARS HAVE PURCHASED A GREAT DEAL OF FURNITURE), BUT THIS TIME I JUST WANTED MATCHING LOVE SEATS. THE SALES PEOPLE ARE NEVER PUSHY AND USUALLY QUITE HELPFUL. I GOT A GOOD PRICE AS I SHOPPED DURING THEIR CONVERSION FROM PHILLIPS TO ASHLEY. DELIVERY WAS RIGHT ON SCHEDULE - IN FACT ON THE MINUTE. DELIVERY STAFF PLACED THE FURNITURE EXACTLY WHERE I WANTED IT.

I WAS APPROACHED FOR SERVICE IMMEDIATELY WHEN I ARRIVED BY A VERY FRIENDLY SALESPERSON. SHE WORKED VERY HARD TO HANDLE MY REQUEST BEING PROFESSIONAL AS WELL AS FRIENDLY AT ALL TIMES. I GOT A GOOD PRICE AS THEY WERE HAVING A GRAND OPENING SALE AND THEY SET IT UP FOR DELIVERY IN THE FUTURE AS I WANTED MY CARPETING REPLACED FIRST.

THE SALESLADY WAS VERY POLITE, HELPFUL AND NOT PUSHY. AS I ORDERED CUSTOM FABRIC, THE WAIT WAS SEVEN WEEKS. THEY CALLED TWO DAYS BEFORE THE SEVEN-WEEK DEADLINE TO REPORT THAT IT WAS IN. THEY HAD SEVERAL DELIVERY TIMES THE NEXT WEEK AVAILABLE. THEY CALLED THE PREVIOUS DAY WITH A 4 HOUR WINDOW, AND CALLED ME A HALF-HOUR BEFORE DELIVERY ON MY CELL PHONE. THE DELIVERY MEN WERE CLEAN AND COURTEOUS, AND WERE VERY CAREFUL TO NOT DING MY WALLS.

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