Janice F Mzc

Best customer service

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Our son is a resident at St Mary’s in Alexandria and recently moved into a new group home. We purchased new bedroom furniture from Ivan Smith. We live in McComb, MS so had to do much of the shopping and selection long distance. Our sales associate was Mr Thomas Harvey. He went above and beyond to help us pick out a bedroom suit and to arrange delivery. I couldn’t ask for better customer service!
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Pros:
  • Good customer service
  • Great customer service
Reason of review:
Good customer service
Aneesh Zwc
map-marker District 6, Louisiana

Worse than AT&T

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I left the following review of this ridiculousness about Ivan smith on yelp and google and Facebook. “Absolutely DO NOT do business with them. First the sales guy told me the furniture I was interested in for my son’s bedroom could be delivered on Saturday. I texted my wife. Everyone was very excited. Then literally IMMEDIATELY after I paid on my debit card, they apologized and told me Saturday delivery was full and the earliest available delivery was Tuesday. This put me in a VERY bad situation with my family, but I was impressed that this furniture appeared to be actually made of wood and not pressed board. So I sucked it up and broke it to my wife and son, that the bed they were buying bedding for at this point, would not be here until Tuesday. Then my wife and I had a frustrating argument as to who was going to take off work Tuesday to be home for furniture delivery, that they charged $90 for since they could not fulfill the Saturday delivery extended pre-sale. Well Tuesday finally rolls around, then as they are unpacking and installing the bed, a box CLEARLY marked “gray” actually had been packaged with a “brown” side board that ran along the side of the bed. The delivery guys said they would set it up with the wrong color boards and be back in a day or two with the correct color boards. That sounded reasonable. They were not gone long enough for me to make the bed, my son climbed on and was so excited. As I sat down on the bed next to him, the railing collapsed. I was flung into the headboard and my son rolled onto the ground. I called the customer service line and they said the delivery guys would be back. I removed the mattress and inspected the furniture. It jumped right out at me that none of the supporting beams were put underneath the slats that hold the mattesss down. Well, none is not accurate. They installed one of seven. I took pictures and made a video and called the store manager while I awaited the install/delivery guys. I explained to him how I was originally told I could have it on Saturday and how that changed AFTER I paid for it. Then I explained about the furniture was incorrectly packaged. Then I explained how it was obvious the install guys took shortcuts because they knew they had to come back and change the wrong color boards out and negligently half installed the slats. He said he would call me back. The delivery guys arrived wide eyed at the damage their negligence caused. They asked if anyone had been hurt (a few bruises, but really no big deal.) they said they had it in stock and the earliest that they could bring me one was Friday. That would be almost one full week later than I was originally told to get me to buy it. As I inspected the furniture, I was very displeased to find that while I thought the whole thing was made of actual wood, the weight bearing portion of the headboard (where the furniture broke) is actually pressed particleboard. Finally I got a a call back from the manager “James.” He had discussed the situation with his boss Tony Tickler (at least that’s the name James gave me) and that they apologize and would bring it Thursday (two days later) instead of Friday and refund me my delivery fee and $50. I had paid cash for this furniture and did not feel that their offer was an acceptable resolution. The delivery guys that took short cuts told me that they had 11 of these in stock. I suggested to James that he tell the delivery guys that their shortcuts potentially put liability on the company because someone could have gotten seriously hurt, so they need to go back to the warehouse and get the right colored not broken piece and make the customer happy tonight. I explained that my wife and I are both professionals and being home for a delivery during the week was difficult, especially considering that we were first told it could be delivered on a Saturday, and then didn’t get all the pieces in the right color, and ESPECIALLY when they negligently did not put in the support beams in and my kid could have been seriously injured. The response was “the warehouse is closed.” I asked if no one had a key to the door. Apparently no one that cared does. I asked for a number for his boss Tony Tickler, and he said I can call the store tomorrow and ask for him. I asked if Tony has a key, or knew the number to anyone that had a key. I was advised that tony had been consulted in the decision. Everything about my experience was a disappointment, from the misrepresention to close the sale that a Saturday delivery was available, to the communication to schedule delivery, to the people who packaged a brown siding for a bed into a box that says gray, to the hidden particle board behind actual wooden non-weight bearing pieces, to the sales manager that didn’t want to be bothered to please a customer after his negligent shortcut taking delivery and install department almost injured one of my children. The ineptness and contemptuous towards customers rivals that of AT&T and Comcast. They also left a mess of plastic and styrofoam James was very gracious however in his acceptance of my apology I offered for my inexcusable vulgar language.
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Reason of review:
Bad quality
Kimberly Slf

El Dorado Arkansas Rude customer service from store manager

My in laws purchased a recliner for me and when i got it ..it wasn't the one that was put on hold for us. When I went to inform them of this matter the store manager basically called me a liar. She is charging us a 25% restocking fee for their mess up! Not to mention when we put the chair on hold it was on sale for 200 something dollars and now it's 400 something and we are going to have to pay full price! She is alwasy SO RUDE to customers!
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Loss:
$250
Cons:
  • Quality of the furniture or their customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

I totally agree!! Went to the El Dorado, AR store today.

My daughter & I walked about the store for at least 10 min without one sales person to greet us. We did not see anything we wanted to buy with the $5K dollars cash we had available. Sales person walked out just before us & lite a cigarette & never spoke as I walked out. It had been raining & all the employees parked in the very few spots near the door forcing customers to walk farther.

Ive been here a few times over the last couple years & they never act like they want to help. Most set behind the desk & look at you like your beneath them. Yep that's right, we were on a furniture shopping spree & Ivan Smith lost out!!! I found their furniture cheaply made anyway!!

Company should come clean house & hire ppl that care. (if they exist these days) Wont go back!!

Ken C Acy

Salesman: Terrible

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Wife and I went to the Ruston LA. Store and the sales person (Nick Circolone ) was the worst in our 20 + year of buying from Ivan Smith. He treated us like we were destitute customers although we purchased $2700 and paid cash. Never again will we enter this store as long as he is employed there. You would be wise to avoid this so called salesman. Ken Cooper
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Pros:
  • Great company
Reason of review:
Poor customer service
MARY C Rbm
map-marker District 7, Louisiana

Excellent customer service

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I went to the Minden store today and was helped by Tony. He is an amazing young man. Haven't experienced such friendly courteous service in a long time! He is an asset to your company. PLEASE acknowledge this outstanding employee.
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Pros:
  • Tony
Reason of review:
Good customer service
Ronda P Etc
map-marker Longview, Texas

Disreputable business practices

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Updated by user Jun 30, 2019

Follow up- After I made this post, they finally decided to send me a paid receipt, which is good- but then, without asking, they actually closed the account even though I had upheld my end of the bargain. Even though my credit report shows it correctly paid and closed,...

Original review May 29, 2019
I purchased/financed a couch here in March from Mary Lou- I struggled with her because she likes to do all the talking, but she was knowledgeable, I will give her that. Still, it wasn't a pleasant experience to start with.

I purchased a dual recliner with console. Very shortly afterward, I noticed that where my feet rest on the recliner was discolored. So I called and asked for how to clean the couch, since no fabric instructions were included up on delivery, nor in box. The rep I spoke with (nice lady, not Mary Lou) said that it sounded like it was a defect and set up for service to come inspect.

The service person did that, concurred that it appeared defective and they would get back to me after contacting manufacturer. After several follow ups on my part, they finally said that they couldn't replace the couch, so they would have to exchange it- but of course they didn't have anything that was comparable without extra expense on my part (recliners with no console, lesser fabrics, etc). I didn't want to spend more, so it was negotiated with Mary Lou that I would receive a $200.00 discount off the financed price of the couch if I paid it off that day.. I said I would but I wanted the paid receipt.

I was told it would be sent later that day. I paid the rest of the amount owed on the couch ($356.72) and now, nine days later and numerous calls, they refuse to give me my paid receipt. The discussion and payment happened in the morning, I called late afternoon and was sent a receipt showing I still owed the money (so they didn't take off the 200.00 agreed on) I brought this to their attention and they then said Mary Lou would have to take care of it, and she was gone. I called back the next day and Mary Lou said my manager will have to take care of it, and he is gone..but i'll make a note of it.

The next day it was...he's on vacation, he'll be back Tues. Tues came and went, and I called today, and Mary Lou's story today is "i'm just a salesperson" I can't do it...and any objection that I made was talked over, and I was not allowed to get word in edge wise. I called to corporate, and was told that they don't have a customer service complaint department. These people are the worst kinds of sales people; I have been in sales my entire life- I have worked for furniture stores, car lots, printer sales and shutters...some of the hardest products to sell.

Ivan Smith employs the kind of practices and people that give the profession a stigma for being sharks. Be aware of what you are in for should a problem arise
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Loss:
$275
Cons:
  • Damaged furniture
  • Business pratices- false promises and no follow up
  • Quality of the furniture or their customer service
Reason of review:
Problems with payment

Preferred solution: I want my paid receipt, as agreed. Just do what you said you'd do. Send that, and then...never, ever send me another email again. If I never see the company name Ivan Smith again, it will be too soon.

Tayson Lgo
map-marker El Dorado, Arkansas

Torn furniture

I purchased 2 Harlow Chestnut Sofas from Ivan Smith in El Dorado AR. I paid to have them delivered to my home but not set up in the home. The arrived at approximately 3:45pm. Once my husband got the old furniture out and got the sofas in my home he removed the plastic and laid it down so that he could put the legs on. Around the bottom in several locations was torn as if it wasn't enough fabric to cover the bottom. The other sofa was perfect. I love the sofas but I can NOT accept this sofa that arrived to me in the condition. I paid in full the time it was purchased but I didn't purchase the additional insurance. Additional insurance should not be needed on the day of delivery! I will not accept this torn sofa. El Dorado Ivan Smith was closed when this was discovered and I have tried to find ANY CUSTOMER SERVICE NUMBER AVAILABLE TO CALL FOR HELP..NOPE!! THIS IS IMPOSSIBLE!!!
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1 comment
Guest

Our apologies for your experience. The phone number is at top right hand portion of your receipt.

They will open Monday at 9am. I have also sent an email to them regarding your comments.

Tabitha W Hki
map-marker Center, Texas

In professional Store Manager

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I purchased a round kitchen table with 4 chairs. When delivered and put up it wobbled.

The delivery man told me they all have wobbled but not this bad and he would tell them to get me a replacement. 2 weeks later the manager Josh called my husband to say it's discontinued and I could pick something else. This past Saturday we went and I picked another table. He started out nice but after telling me for the 2nd time different item that he had one and it did the same thing.

I declined to keep it several times. Then he tells me that I would have to pay a delivery fee and I declined. He then said I would have to pick up myself. I replied I had paid and got a damaged product so it should be included.

He replied it's not defective and it shouldn't have been in storage 6 months. I replied if he hadn't put stuff on it and it was in a box it wouldn't be wobbled. I ended by l letting him know my money doesn't make the company but he lost a customer. I will not give another favorable recommendation to the store.

Thanks to the rude manager

To put the icing on the cake I previously spoke with him about exchanging a mattress that was causing me to have headaches and surprise he had the same mattress that caused he different discomfort.

Surprise I couldn't exchange it. So I guess thus is his story when you want to exchange items.

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Reason of review:
Poor customer service
Tareq Uuz

To stop our delivery service for today!

Tammy said she will call & stop the Delivery for today! We had a family matter to take care of & I forgot all about today & we will not be here today! Thank you we’ll call back tomorrow for another day & time!
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Braison Zua
map-marker Deridder, Louisiana

Ashley Couch Peeling Bonded Leather

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Ivan Smith Furniture - Ashley Couch Peeling Bonded Leather

I am another customer who bought the Ashley Bonded Leather sofas that peeled. Same happened to my daughter.

My daughter (who purchased her set BEFORE me recieved an in house credit for purchase price and happy bought another set. I was told that unless the was a certain LABEL in a certain area underneath one of the cushions, I would NOT be able to file a claim. I have removed NONE of the labels from my couch.

I took pictures of all the manufacture labels under the cushions yet was told NO CLAIM could be filed. I am so upset with this injustice as I don't want to simply throw the couch away and buy another as Ashley via Ivan Smith should take responsibility for my loss.

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Reason of review:
Bad quality
3 comments
Guest

Same thing happened to me with the same couch and love seat.

Guest

Update! I'm guessing that this post got the attention of our local Ivan Smith (or Ashley?) because I received a phone call to schedule appt.

for someone to give my couch another look. ;) She came, she looked, she took pics. After about a week of waiting for a call, I finally called the Ivan Smith store and asked for the lady who came to my house. She came to the phone and said, 'GOOD NEWS, They're going to give you a STORE CREDIT!

' I was less than enthused as 1) this credit came only after this public report.

2) the 'GOOD NEWS' was simply expected 3) Why did I HAVE TO INITIATE THIS CALL? Now to decide which sofa to trust this go round....

Guest

I like the above customers purchased a bonded leather sectional an even purchased the insurance! When insurance was purchased was told it was good for as long as I owned the item!

Not true! Now Ivan Smith says there is nothing they can do unless I wanted to pay to have it reupholstered!

Have spent a lot of monies with them in the last eight years.... will be taking my business elsewhere!

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Jimmy G Doo
map-marker Jena, Louisiana

Great

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No complaint here very satisfied customer and great sales person too. Alexandria Store. Jimmy G.
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Pros:
  • Great service
Reason of review:
Good customer service
Anonymous
map-marker Baton Rouge, Louisiana

Excellent Cusotmer Service

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I live over 100 miles from Ivan Smith Furniture but I will never get my furniture from anywhere else. Not only was the customer service excellent, so was my experience! I absolutely love all of my furniture! Thanks you all for serving me with excellence over the last 16 years!
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Miriam D Axa
map-marker Longview, Texas

Used for the price of new - and scamming extra cash at the counter

Let me first warn you about getting scammed by the sales rep at the counter at Ivan Smith- Longview TX. I bought two brand new couches in the store- my sales rep was Ricardo Garcia- and when I went to check out- he had added up made up amounts really fast on his calculator right in front of me- he put in charges that I didn't know what they were for. So I asked him to wait a minute so that I could calculate myself on paper- and came up to what I owed- it was over $300 less than what he was doing. I asked how he came up with a higher amount- he said he didn't know- but I saw him add in charges that were not on my ticket-he kept having the secretary make changes to his computer screen. After that experience- I decided I would just order on-line- I had lost respect for this salesman- and the secretary- and I did report this to the store when they had emailed me a questionnaire about my experience shopping there. I never heard back about this incident. Bizarre experience! Next my orders on-line resulted in receiving used pieces-They will try to pass off their used stuff to see if you catch it is what I have gathered- before you press for the new stuff you actually pay for! My full experience is explained below. I ordered from Ivan Smith on-line store- to pick up at my local Ivan Smith furniture store located here in Longview TX. I ordered two items- a settee and one chair to find that upon delivery- the settee had worn legs with many imperfections including a noticeable chip in the leg- material was clearly not new- the slightest coat of worn soil on the fabric- and holes in the bottom of the lining underneath. Now this store tried to pass this off as new to me- I was never told it had been a floor model! The second item- a Ava swivel chair glider that was delivered to me-had two black- deep impressions located in the bottom flaps that touch the floor- like the flap had been caught in a door or something that engraved the flaps with deep black gashes. It also had slightly worn imperfections- slight dirt scraps under cushions- and clearly not new. I did not expect to receive used furniture after paying new prices! with this store on-line- I cannot trust this store to order anything else and expect to be treated as a valuable customer- and to receive the NEW furniture I paid for. So be warned about this practice at Ivan Smith Furniture. They did come out to replace the swivel glider- but I had to spend time on the e-mail/phone in order to get it right- and the disappointment after waiting for the pieces- to be treated this way- I have no respect for the people that run this store. In the end- they marked the settee down and they replaced the damaged chair for a new one- after pressing the matter- dealing with them has been time wasted- energy lost- and anxiety over the hassle of it all- over simply trying to receive new merchandise I had already paid for. I had told them they should have left the damaged chair here for trying to swindle me but they picked it up- no compensation for my wasted time and hassle. I would not recommend this store for fair business practices.
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Theodia H

Retract my review

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In rating Ivan Smith furniture/ sales, i failed to admit that i was cautioned to wait, instead i accepted willing a flawed piece . My apologies to Ivan Smith/ sales representatives. I have experienced the luxury of fine furniture, and kind service. Again, my apologies for my slackness in explaining fully and in detail.
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Reason of review:
Good quality
Deborah C Byc

Service associate

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Dominic Walker has been our sales associate for many many years. Still he always goes above and beyond to help and give us the best experience when we come to the store in Monroe. His attitude, work ethic, compassion is by far they best I've experienced. Thanks so much for his kindness always. Debbie
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Reason of review:
Good customer service