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| - TL;DR - I would not shop there again. And I would strongly encourage anyone looking for a good customer experience to take your business anywhere other than here. The in store experience was pleasant enough, but the post-purchase support was god awful. Read on for details.
Our customer experience with Madison Furniture & ApplianceMart has been extremely subpar. We purchased a new $1500 couch in May, received it in poor condition, and here we are in October still waiting for it to be properly repaired.
The Good:
-In store purchasing experience was pleasant. The salesperson showed us all the options that met what we were looking for. She didn't come across as overly pushy or 'sales-pitchy'.
The Bad:
-We have been waiting for 6 months (and counting) since our purchase for our 'new' couch to be in NEW condition. It came off the delivery truck with numerous blemishes, and the vendor hasn't been able to execute an effective repair since. Here's a timeline of Furniture & ApplianceMart's numerous customer care fumbles up to this point.
--We purchased our new couch in mid-May 2015.
--By end of May the couch was delivered on time, but had numerous blemishes on the surface requiring repair.
--Early June Initial repair man came out to fix the blemishes, but needed to order new parts.
--Our order for new parts was lost or misplaced, and we did not hear back from ANYONE until I had to call them in mid-August (almost 3 full months later) asking on status of our repair.
--They then got the order correctly processed and a repair man came back out with the new parts in early September, but they ordered the wrong parts.
--They scheduled us for another repair this week or next (mid-October)
--I receive a call today stating that they ordered the wrong parts AGAIN!!
--I'm now going to need to take off work for a FOURTH time when the repair man comes (in their ever-so-convenient 2-3 hour time window in the middle of the work day) just to receive what should have been our exciting and brand new couch.
Minor Annoyance:
-The sales floor is definitely a sales shark-like environment. We were left alone for a moment after working with our saleswoman. Another salesperson came up and asked what we were looking for. When I politely informed him that we were already being helped by another salesperson, the second salesperson got a clearly disgruntled look on his face, turned around, and bee-lined it out of there without another word. Not a huge problem, but a bit rude!
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