Grand Furniture Gallery

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Poor Professionalism and Management
Posted by on
Rating: 1/51
NEWPORT NEWS VA, VIRGINIA -- We recently purchased a home and we paid off Grand Furniture along with several other accounts we had. I had a payoff letter in the amount of $1169.95 I phoned Grand Furniture to make sure they received the pay-off check. Their response was yes. ALMOST 2 months later, we received a phone call stating that they have not received payment. My response was I contacted them and they told me they received the check. Then she changed it from we haven't received the check to we received the check, but cannot process it. My payoff letter was through 08/16. The "so called" Manager, Carolyn told me that we owed and additional $52.00 because from the 10th of August until Grand received the check on the 14th the payoff amount changed and she was very nasty with me and told me she has lost enough money on my account (I am assuming that she was talking about the finance charges because we paid off early)and we had to pay the $52 dollars. I told her that Grand Furniture gave me the payoff letter so it is not our fault that your employees does not know the proper procedures. She said "You still owe on your account and I will not cash the $1169.95 check until we pay the additional $52.00. Then she hung up the phone on me. I was stunned! And upset. We paid off several accounts we had upon purchasing our home, and Grand is the only company that is refusing to cash a $1169.95 for $52.00 DOLLARS. $52.00 DOLLARS!!! I contacted my realtor and the attorney and they told us that she is holding the check, so our account will not show satisfactory. My husband phoned her after I told him what happen and Carolyn did not come to the phone. They left him on hold. What the Heck kind of company does that?
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Grand Furniture Gallery - Beware - Do not send money to this company.
Posted by on
CARY, NORTH CAROLINA -- Grand Furniture Gallery owes me $1,171.00 and does not respond to my inquiries.
There was a pricing error on the part of Grand Furniture for an order I placed. I was asked to send in an additional $604.55(thank goodness I didn't) to which I responded that I wanted a refund. Was promised a refund within 7-10 business days on 10/13/10. Since then I have made several phone calls, they never answer their phone and I have sent several e-mails that also go unanswered. Here is the text, copied and pasted from the original e-mails.

Grand Furniture:It has come to our attention that there it was a pricing error on the DFD649 Group C. The individual pricing is correct for the pieces but the group is priced at $1869.00 and with the 5% discount brings the total to $1775.55. The pricing was with one side chair and one arm chair for the total of $1171.00.
The remaining balance on the order is $604.55. Let me know if you wish to continue with this order.
We do apologize for this error and inconvenience and wish to retain your business, but we can not process this order as shown.

Me: I am very disappointed to hear this. We have been looking for a dining set for months and kept coming back to this one.
While I realize that the price presented online was in error, it was not my error and it was on the site for a while apparently, as we have been searching on your site for well over a month.
I find it poor customer service for you not to sell it to us for this price, being that it was your error. We will go else where for our furniture purchase, so please refund my money.
I will expect to receive my refund within 5 days, as that was your policy in receiving the check for the purchase, I believe I have a right to the same policy.
Please respond to this e-mail so that I know you received it and that I will be receiving my refund shortly.
Grand Furniture:I meant to email you on Monday to apologize for this error. It is just that the furniture cost us more than the amount you paid for the furniture, this is the reason that we contacted you to let you know.
The updated price we gave you is very low to try to compensate for the error. I realize you are upset and if you still desire a refund, we will mail this to you and it usually takes 7 to 10 business days.
Thanks again,

Me: Absolutely I want a refund. I realize that the price was in error, but not my error, and any other store you shop in honors the posted price.
I told you Friday that I wanted a refund, can't believe it has not been processed yet. Also, your company stipulates that a check must be received within 5 days, which I honored, so I should not have to wait 7-10 business days for my refund, I should have the same policy afforded to me. Please send my refund ASAP.
Grand Furniture: response on 10/13/10 -
We will take care of this for you.

I have filed a complaint with the Better Business Bureau, to which Grand Furniture Gallery has not responded. Now I have to file through the court system, as they refuse to respond to me in any manner at all. Do not send any money to Grand Furniture Gallery, they are not a reliable, legitimate business.
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Skye on 12/06/2010:
Forget filing through the BBB. They are not your friend, and cannot do anything for you.

Contact your credit card company's dispute department. Sounds like this place is waiting for 60 days to pass, so you cannot do anything after that.
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Worst,unprofessional company I have eve not dealt with
Posted by on
I ordered a childs vanity on April 14th 2011. It has now been almost 6 months and still no vanity. I have tried continuously to contact this company by phone messages, E-mails, certified mail and through the BBB. I have yet to get any response from this company. Grand furniture gallery keeps there customers hostage by taking only checks or money orders up front, this way there is no possible way to cancel your order when you don't receive your order. This is not only a very unprofessional but also a very uncaring company. I urge everyone who is thinking about using this company, PLEASE DON'T. YOU WILL REGRET IT.
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Alain on 09/26/2011:
Grand Furniture Gallery of Carey, NC has numerous complaints, mainly about deliveries, on this site and others. Since they are in North Carolina, file a complaint via
or contact the NC Attorney General at (919) 716-6400.
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The Worst Furniture Company
Posted by on
I have been dealing with this company since January and have found dealing with this company absolutely impossible. They will not return phone calls or emails. They have had my money and will not contact me about delivering the furniture. I contacted the BBB and have been told that they have a rating of "F". I think everyone should know this before doing business with them. I am now having to contact a lawyer to find resolution. I would be happy to share all my emails I have had with this company to warn you what you may be in for when dealing with them. All I can say is buyer beware.
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Alain on 04/21/2011:
Thank you. The report of your experience may save another consumer time and aggravation.
piltu on 04/30/2011:
I am going through the same experience.
annette.rickerd on 09/20/2012:
I wish I had seen this website BEFORE I purchased from Grand.
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Will not even give me the courtesy of a call
Posted by on
2474 WALNUT STREET, CARY, NORTH CAROLINA -- I ordered a curio cabinet and have tried to talk to this company on the phone leaving numerous messages asking them to call me. I waited 14 weeks and they have sent the wrong curio and now I must wait longer. I have lost all faith that I will get any answer from this company and am afraid that I have lost my money. The e mail replies have been rude stating I was going into a rage when I was just trying to get a telephone call. I am hoping this company will resolve it issues with its service. I am retired and cannot afford to loose money. T
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Anonymous on 03/28/2011:
Dispute the charge with your bank, that should spark Grand Furniture Gallery's interest in communicating with you and working towards a satisfactory resolution.
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Grand Furniture is out for my BLOOD!
Posted by on
VIRGINIA BEACH, VIRGINIA -- In July of 2010, I was involuntarily discharged from the military (through no fault of my own). I've had an account with Grand furniture since 2006. Not once, was I ever late on my payments. Now, I am unemployed and struggling. I am a single mother of two infants and a Veteran of the Armed Forces. I called Grand Furniture and told them my situation. They told me they understood my situation and that I could make whatever payments I could until I could find a job. I was living off a VERY small unemployment check and could barely afford to feed my kids and myself. I was hurting! Then, one day, I received this crazy COURT ORDER from them. Let's just say, I didn't expect it. Especially since they said I would not be in any legal trouble as long as I made some kind of payments. So, I went to court, still unemployed, and tried to explain that to their Reps. The two ladies said to call my account manager and work something out. I called and called and called and left a few messages for her and got no reply for weeks. Then, I go to check my bank account balance and found out that they had a freeze on my accounts. WTF!!!! It's bad enough that I barely have any money!!! I have other creditors that I owe money to and not once have they ordered me to go to court or freeze my accounts. They ACTUALLY work with me. They are compassionate towards Veterans and they understand that most people are having a hard time in this economy. But not GRAND FURNITURE OF VIRGINIA BEACH, VA. They are seriously after my blood. I just found out that they are going to put a lien against my house. You got to be kidding me!!! What's next, are they going to request that they take my kidneys and heart as well? So, if you plan to do any business with them, think again. Go with another company that actually has good furniture and understanding people. I plan to go to court to file a complaint against them for taking my unemployment and make them pay me back for that. By FEDERAL LAW, they are not supposed to touch that money. Also, I am going to the local news channels and papers as well.
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Big Russ on 11/25/2010:
Unfortunately, once you deposit your unemployment into your account, they can take it. You can try and fight to get it back, but it will cost quite a bit.
Also, thanks for serving, but the veteran card gets played far too often. I am a Navy veteran, but don't think I have ever used it for anything after my discharge.
Good luck
leet60 on 11/25/2010:
Thanks for your service to our country. I am saddened to see the situation you are in. It is unfortunate that companies such as this, locate themselves near military facilities in order to prey on service members.

I suggest you review your retail installment contract for the purchase. They may have tried to include a provsion usually called a "confession of judgment," allowed judgment to be entered for the creditor automatically when the creditor sued the debtor for breach of the contract. If you signed the contract after 1985, this is illegal although some retailers still try to include it.

You did mention they took you to court. If they served you with a summons and you failed to appear they likely got a "default judgment" in which the Judge grants them the garnishment of your bank accounts/wages due to you not appearing.
If you were not served with a summons to appear you may have a defense against this as it is common for "process servers" to falsify the fact that they actually gave you papers.

If they have a court ordered garnishment Big Russ is indeed correct, they can garnish your bank account - the bank does not distinguish that the funds came from your unemployment, only that there is money to surrender.
Venice09 on 11/25/2010:
You're going to court to get back the money you owed them? Did you think the furniture was good before being sued?

Look, I'm sorry you're in this predicament, but creditors don't have to make allowances for anyone, including veterans. You've made your choices and Grand Furniture has made theirs. That's just the way it goes sometimes.
jennifer on 02/27/2014:
I dealt wIh grand since 2005 I heard how they take your furniture if you miss one payment I've been paying them on time the one month I asked if I can skip the lady got nasty and said they will take it. They sell crappy furniture it looks good in the store you don't know until youve had it for three months it starts to show.I know when you pay them that long and you owe the same or more it never gets paid off and I figured out that I paid half it doesn't look like I paid anything. If this lady goes to the news I'm on her side I told a friend that doesn't buy from them and she said they rip you off and she won't deal with them.
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Customer Service
Posted by on
I placed an order with Grand Furniture Gallery on December 31, 2009, for a set of six Dining Room Chairs. Although my account was charged right away, I heard nothing from the company for over a month. When I called there is no live person to speak with, after leaving a message, I received a return call and was told that the delivery time 1s a minimum of six weeks. This time came and went with no contact, I placed another call, this time I got a call back that my chairs was with the shipping company. In about a week I got a call from the trucking company that my purchase would be delivered between 8:00 and 9:00 pm on a Friday night. I called the company and explained that I live in a condo and could not receive a delivery before 9:00 am or after 5:00 and only on week days and not on week-ends. I told them however that if the delivery was already on the truck they can park across the street and I would find a way to get my chairs to my apartment. I waited another 2 weeks and called again, this time to the delivery company, and was told that they had received the wrong front legs for my chair and is awaiting the replacement via UPS. I waited another month, when I called again I was told that my chairs would be delivered at 3:00 pm this was abut 1:30 pm on April 11, 2010 this was over 4 months.

Without a call or any contact they were going to just deliver my purchase when I am at work over 20 miles away. By this time I really did not care anymore I just wanted my chairs. When I discussed the cost of the delivery which was much higher that indicated in the agreement with the driver, he was very rude. The chairs are beautiful, but I will think twice before I shop with this company again.
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MDSasquatch on 06/02/2010:
Must be SOME chairs!
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Grand Furniture Gallery is the worst company I have ever used
Posted by on
CARY, NORTH CAROLINA -- His is the WORST COMPANY EVER. They charge your account before they even give you a shipping date. As a matter of fact they never actually even gave us a shipping date. We waited almost two months for our furniture and we live only an hour away. We were told we would have our furniture in two weeks. That came and went and when we called we were told two more weeks. Two weeks later and still no word on our furniture. We called and left a dozen messages with no return calls. When we finally got a hold of the owner he told us he had never said anything about a shipping date though we had spoken to him two times previously and each time we were told "It will be there this weekend." He called us liars and said there was nothing he could do but wait for the shipping company and that he would call us and let us know. Guess what, that never happened either. Long story short it was literally two months before we had our product and this was only after having to call the BBB, consumer protection, and our bank because he illegally charged our account and never provided any type of time line on a delivery or that we would actually ever receive it. It was a complete mess the employees were incompetent and rude and have no business dealing with customers. I would never recommend this place and I would NEVER shop here again.
Company Response 02/17/2010:
While we estimate 5 to 12 weeks delivery timeframe, Ms. Lovern received her sofa in 11 weeks and we delivered personally so that she would have for Christmas, as the delivery company would not be in her area until after Christmas. After receiving her delivery, Ms. Lovern contacted her bank to state this was a fraudulent charge, thus we held her Loveseat until this was resolved.
Company Response 07/20/2010:
[snip - no names please] (SherryQ) ordered a BMC table for $236 from us. We order furniture direct from the manufacturer and ship to our customers. We were told by the manufacturer, BMC, that the table had shipped, which we told the customer. However, the manufacturer inadvertently canceled the order in their system because the table was discontinued and their customer service reps did not notify us, thus we thought the table had shipped to [snip]. Upon hearing from [snip] that she had not received her table, we contacted the manufacturer who discovered the mistake. We told [snip] this and gave her the contact information at BMC to verify what we were told and that we would issue her a refund. [snip] was rude and stated "I'm going to contest the charge on my credit card and complain about you on every review website possible. This is ridiculous." Thus we responded on our policy, which she did not like.
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MSCANTBEWRONG on 08/26/2009:
This seems to be a theme with furniture companies in general. I dealt with Haverty's furniture when I moved and they delivered within a couple of days at the appointed time. Maybe next time give them a try.
arts85159 on 09/01/2009:
This appears to be fabricated by a jealous competitor, ex-employee or unhappy customer. When a competitor goes online and poses as a customer expressing false dissatisfaction, that is defamation and product disparagement, as well as false advertising and violation of the Anticybersquatting Consumer Protection Act. The problem with this website is anyone with an email address that can type a few words can ruin a businesses reputation, simply by making up a negative lie. The fact is most of the complaints on small businesses found on complaint websites are false, fake, frivolous, and unverified entries.

Grand Furniture Gallery's reputation is one of your company's most important assets. Customer's are aware that the delivery estimate is 4 to 12 weeks for delivery of furniture, as the furniture must ship from the manufacturer (usually 2-4 weeks) and then arranged for shipment via in-home delivery specialist to the customer's home. It takes time to receive furniture, as it can not be UPS or FEDEX. Most all furniture stores operate the same, unless the furniture item is on their showroom floor. This "complaint" states they received their furniture in two months (8 weeks), which is within the timeframe disclosed online and on the sales receipt. The customer service and sales staff work easily with customers, but will not be abused by customers. is a favorite place for unethical competitors to haunt. It’s almost like these sites were designed to allow false complaints (though most are probably legitimate) because they are uncontrolled. The website allows anyone to say anything they want in the form of a complaint about anyone. The problem with this website is that they do not verify the identity of the person who files the complaint. Furthermore, the website does not verify that the complaints are valid at all. This website attracts ex-employees, competition and unhappy customers that file fictitious, frivolous, and false complaints against innocent businesses.
talovern on 12/16/2009:
I doubt very seriously that the above complaint was a fabrication. I ordered my furniture from Grand Furniture Gallery on October 1st. After you pay for your furniture, you get a pop-up screen that states delivery could take up to 12 weeks, and you will be contacted in 4 weeks to set up a delivery date. I called the next day to cancel my order, because I did not want to wait 12 weeks, and was told "there is no way it will take that long." Today is December 16th. I still have not been given a date as to when it will arrive. Not once has anyone ever called to schedule a delivery time; they promised it "around Halloween" then "around Thanksgiving" now it will be "around the 21st or 22nd of December". There appears to be only one guy working at this company -- his name is Rob, and he is very polite -- but politeness doesn't get my furniture delivered. According to Rob, my furniture was shipped from Jacksonville on 11/30, and arrived at their warehouse on 12/8. I live 2 hours away, and it's still not here -- the worst part is that even after telling me they have it, THEY STILL REFUSE TO DELIVER IT. I am contacting my bank today. I will never do business with this company again. I only wish I had seen this website first. And lest anyone doubt my credibility, I will gladly email all of my correspondence to/from this company to any party who wishes to verify the validity of my complaint.
Blessed85 on 06/01/2010:
yes its true I would say grandfurniture is actually the worst company that I've ever order from. I sent them tons of email and calls with messages to be return and until now no one has aanswered to any of my response from April 7 to present. I was even thinking if I had ordered from a fraudulent company so I set out to seek information on the business, yes it's legal but business is terrible. if I do not get back a response from by the ending of June I will definitely cancel my order or take them to court.
SherryQ on 07/12/2010:
"We estimate 5 to 14 weeks as a delivery timeframe, I told you that you would be contacted by D&D to schedule your delivery. If you do a chargeback, then we will fight, turn you over to our collection agency and we will be unable to ship your furniture until the chargeback is resolved, which can take up to 90 days. Distributing defamatory statements about us in a public areas, you can be held Trade Liable for up to $10,000 per occurrence which we pursue as well as place a response with your information on each occurrence."

From Grand Furniture Gallery after I complained after waiting 10+ weeks for delivery and no contact from their delivery company.
felicia76 on 01/05/2011:
This is no fabrication!!! Grand furniture gallery is only as grand as the pics on the website. This situation sounds very familiar to me. I purchased a bed on 9/20/10, and it now been 4 months and I'm still waiting. I'm so over this company. You will lose your $, if you order from this company. They really suck!!!!!!!!!!!
Holly on 07/20/2011:
I ordered furniture in March, with an 8 to 12 week delivery promise. They have taken my money, it has been 17 weeks and no one will return my phone calls or e-mails. This company is horrible! I have reported them to the BBB and justvwant my money back.
Dan on 03/27/2012:
Ordered furniture through them over 2 years ago. It took awhile and after many emails and calls I finally received it. Thank gawd! I was worried especially now after reading all of these horror stories. Looks like they are out of business.
sid on 09/19/2013:
my friend brought a leather chair from them with a warranty,the chair started to peel they wouldn't hornor my warranty.the only way they would hornor it is if I said I did it myself. the furniture is not what they say it is. its crap
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Rip Off
Posted by on
NEWPORT NEWS, VIRGINIA -- I have an ongoing battle with Grand Furniture, I made my purchase April, 2011, with my purchase I bought an extended warranty because I was getting my first big screen TV I felt it necessary. my TV has since stop working. I called the warranty company only to find out my TV was not covered.

I asked the clerk several times before I completed my purchase, he said I had an 5 yr. warranty now I'm stuck with a broke TV and I still have 1 more year on my contract.
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Venice09 on 08/08/2011:
Assuming you have the warranty in writing, together with a receipt showing payment, that would be proof that your television is covered.
Skye on 08/08/2011:
Isn't the TV already covered under its own warranty? Maybe you should look into that. The extended warranty covers the period when the actual TV warranty is over.
At Your Service on 08/08/2011:
I agree with the other posts. You may want to have the additional warranty, now that theres a problem, but that doesn't mean you paid for it when you made the purchase. Not that I'd blame you. I pay for addition warranty coverage on some kinds of merchandise, but not others.

Go back to your original receipt for confirmation of your purchase.
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Grand Furniture Gallery Is NOT GRAND!!
Posted by on
CARY, NORTH CAROLINA -- I ordered my daughter's book shelf on July 17th. It is now October 19th and I have paid for the item in full (not including delivery). I have emailed and called numerous times regarding the estimated shipping date and I have not heard back from anyone. Every time I call I get an answering service. I can't even talk to a REAL person!

I am very upset about how this company does business! I am a pretty reasonable person and would be OK with this time frame if I could actually talk to someone from this company and they would inform me about what is going on.

I am at the point where I just want my money back and then be able to wash my hands of this ridiculous furniture store! I can't believe they are still in business!

I will be contacting the BBB!!
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Alain on 10/20/2010:
Even though Grand Furniture Gallery in Cary, NC is not an accredited BBB company it can't hurt to file a complaint with the Better Business Bureau of Eastern NC via e-mail, or by calling 919-277-4222.
felicia76 on 01/05/2011:
Please don't order from this company. I purchased a bed on 9/20/10, and was told it would take 2-4 wks. It is now 1-5-11, and I still don't have my bed. My son has been sleeping on the floor, asking about his bed everyday. I've been ripped off and now have to buy another bed. Don't do it!!!!!!!!!!!!!
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