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All around AWFUL experience, don't shop here.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SHELBY TOWNSHIP, HALL ROAD., MICHIGAN -- I don't even know where to start... art Van is AWFUL! Nothing good to say.
I don't even know where to start. It was an absolute nightmare just getting the couch paid for and delivered to my house. The people alone in customer service at the actual store are awful and don't communicate well with customers. Figuring out payment methods and what exactly was needed was just ridiculous. We finally get to the point where the couch can be delivered, we were promised one day and then had to reschedule a couple times because of time management mistakes on their end. The movers were great, and they are quick. Very polite and gentle with the house.

Fast forward... my couch was delivered with the wrong cushion. My couch was delivered the week before 8/17/19. I called and had service member come out to assess the couch and he came up with the same conclusion I had, it was indeed the wrong cushion. He ordered me a new one and promised it would be here 3-6 weeks later and I would receive a call to give me an update and set up a delivery time. I called to confirm everything was ordered on 8/21/19 and the customer
service representative told me it had.

I am unable to sit on one end of my couch because it is constantly sliding around and there are always gaps between cushions and so far I can't stand this couch. I've spent a couple thousand on a couch that I can't stand to sit on! Ridiculous! It's 10/21/19 and STILL NO CALL! I have been trying to call customer service the last two weeks, but between their ridiculous hours and my work schedule I can't get ahold of anyone. I finally take the morning to call (10/21/19) and they proceed to tell me the cushion wasn't even ordered until 8/26/19! And they have no clue where the cushion even is at this point. It is 10 FLIPPING WEEKS and STILL no sign of my cushion! I am so fed up and I wish I could send this couch back, but the fee to do so is outrageous. I would give 0 starts if I could. Please, spare your piece of mind and shop somewhere else. This is my first time purchasing a big piece of furniture like this and I will NEVER go back here. When I have spent this much money on a couch and it's delivered with the wrong cushion I expect a new cushion in a timely matter. Especially when a time is promised.

I purchased this couch in Shelby Township, just off of Hall Road in Michigan.

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No Communication on Delayed Order
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GRAND RAPIDS, MICHIGAN -- I purchased a La-Z-Boy sofa and chair Oct 14th 2017. Sales representative FRANK followed us around for 3 hrs until we found something we liked. Special ordered with fabric we liked, told us 4-6 weeks, but he said, "They tell you that but it's more like 3-5 weeks". After leaving the store I noticed our paperwork said 6-8 weeks NO BIG DEAL, still going to get before Xmas. I'm hosting a large get together and expected to receive furniture before this date.

Called last week, just before the 8th week was up trying to get a heads up if and when it's going to get delivered. The sales lady acted as though I was bothering her because it was before the full 8 weeks. (Mind you we were told from FRANK sales representative 4 to 6 weeks or more like 3-5). She transferred me to FRANK who denied telling us this time frame. (I have no reason to lie) FRANK said that the 6-8 weeks is an estimated time, I get that but had someone told me it was going to be later than 8 weeks I would have ordered something different. He said both items are showing late Dec. So I said I'll call back at 8 weeks.

Called back at 8 weeks and spoke to another sales lady who told me late Dec, with no other answers for me. I need a better answer as to when this is going to be to me. She transferred me to a nice manager and he looked at order. Said chair shows late Dec. and the sofa shows early Jan. WHAT!!! First time I heard this. Told him I need to know why there is a delay. This is unacceptable to have no communication to me informing me it's going to be past the 8 week point. He is going to check on it and get back to me.

Later in the evening FRANK our sales person calls me, not the manager that was suppose to be looking into this. He tells me that he is waiting on hearing back from supplier. He tells me that the delay was because they were out of the fabric I chose. Again no communication from Art Van letting me know that the fabric was out and that it would be a delay. I would have chose a new fabric, I didn't order furniture to wait months for. I should have received a phone call informing me as soon as the order was sent over to the manufacture and they noticed they were going to be out of the fabric. I would have chose a different fabric that was in stock that I liked.

So I mentioned to FRANK that I might have to cancel this order if it's not going to be in before Christmas. He tells me that you can't cancel special orders, or if you do you will be charged a 25% restocking Fee. This is a load or crap, excuse my language. This is not my fault that the fabric was out of stock, and that there was no communication letting me know that is was going to take 12-13 weeks to get the sofa in on time. This is unacceptable!!!

I have purchased furniture from Art Van for 20 plus years. If this is how a special order is handled I will never purchase from you again. I will advise all of my friends and family to steer clear of your store and your lying sales people who just want to make a sale. Then when there is an issue with not getting product in a timely manner they just throw their hands up in the air and tell me it's not their fault the fabric is out of stock. NOT THEIR FAULT. HMM.

You're right it's not your fault however it is your fault that no one COMMUNICATED with your customer of 20 plus years and now you want to charge me a 25% restocking fee??? Give me a break. You should be giving me a 25% refund for my time I have wasted on the phone with your unqualified sales associates and the delay on the furniture.

I'm still waiting on answers today from a MANAGER. I DO NOT WANT TO DEAL WITH FRANK as he has no idea what he is doing and just stumbles and stutters over his words, because he knows he told us 4-6 weeks or "they tell you that but it's more like 3-5". WAITING...

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Worst customer service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DOWNERS GROVE, ILLINOIS -- Please save yourself misery, time, frustration, and money by not purchasing from ArTVan. We purchased a dining room set right before Memorial Day. We were able to capitalize on the sale for that weekend and arranged for the delivery to be on June 10 th. Despite it being in black and white on our invoice that the set was to be delivered on June 10, they arranged a delivery for June 13 th. At this time, the store would not return our calls and failed to make any attempt to stick to their agreement for the 10 th. We re-arranged for our next available date on June 24th. At this time they delivered, but ArTVan failed to include any hardware with the table and chairs. Literally, they left the wrapped table and chairs and bench in the middle of our dining room floor and left it up to us to figure out how to get the hardware and find time for ANOTHER delivery set up for another crew on another day to put the set together. Again, we tried to demand that this be resolved during June 24 th since it was the second time we had reserved a day for this set. All we were left with was pieces of wrapped furniture and chairs in our dining room. After only reimbursing the delivery fee because they failed to deliver, they remained VERY unemphatic to any inconvenience they were causing. Please remember, their headquarters are in Michigan- they leave NO stock at the store. So, if you encounter any problems you have to wait for a truck headed this way from Michigan to bring items that might resolve your issue. Unfortunately our SAGA continues. We continued to set up a third day for them to bring hardware and put everything together. They finally did this and we discover that, upon unwrapping the table, it was DAMAGED. The leaves were also damaged. At this point I was surprised at the lack of customer service more than ever. We had been dealing with management in Michigan, and they failed to make any special accommodations to quickly address our issues, offer any compensation, or any empathy. She claims, " we will replace it with a new one" and failed to acknowledge the immense hassle and scheduling this required for our family, besides lack of having an eating place, frustration, stress and time. She also claimed that we got it on sale, so there could be no more discussion about any compensation! Please note the store manager had already told us " they need to keep the lights on and are not in business to loose money ." Please take that for all it's worth and run the other way. If you encounter any mishap, there will not be any assistance, compensation or accommodations made for you! Finally, on the fourth attempt they delivered a new table and leaves and we are finally content with the purchase. However, horribly discontent with the customer service. I feel responsible to forewarn you. Believe me- we looked high and low to find a set comparable in appearance and we could not. Otherwise, we wouldhave canceled after the second fail. However, this purchase was so horribly handled that it is laughable now even though I feel much rage for the lack of care from a company that very eagerly took full payment over 6 weeks before they cared to deliver an undamaged product in its entirety. Please give the numerous failing reviews more credibility than I did.

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Cheap Quality Bad Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAGINAW, MICHIGAN -- Had to take a day off work so Art Van could come out to fix a bed I purchased 2 weeks ago. Service/repair guy said he only do small jobs. He can't fix it. So I called Art Van demanding new bed. They want to wait until next week to pick the bed back up then inspect it then send another. No I paid cash in full. I either want $$$ back or new bed. I'll never purchase anything else from there.

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TAKE YOUR MONEY AND RUN!!! DO NOT WORK WITH CARRIE OR MARVIN
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

9 MILE AND GREENFIELD, MICHIGAN -- DO NOT WORK WITH MARVIN OR CARRIE!!! ON GREENFIELD AND9 MILE!! If I was you I would run!!!! Far away from this store. I ordered my furniture at the end of May 2019. Every time they came to delivery my things, something was BROKE!!! My dresser was broke at the bottom every-time!!! I ordered a glass table, they broke my table in my house. And wasn't going to tell me. My 2 end table??!! Broke every-time!!! They charge to much, for this cheap ass shit!!! Once, I finally got everything, and nothing was broke. Mind you, I still don't have my dresser, or my end table's!! And, the pillow's on my couch, is already starting to sink in!!! SMH!! So, I got the replacement on the glass table, they broke. But, the end tables was broke again!!! This is the third time, the end tables was broke, and the bottom of my dresser!!! So, now I don't want the dresser. I go back to the store, pick out another dresser. MARVIN said no worries I can get that dresser for you. So, I'm like okay. But, MARVIN went on vacation, never put my dresser in to be delivered!!!! Okay, when he come's back to work, I say can I get my dresser? He say ma'ma I'm so sorry. They refunded the money back on the card??? Y and who told them to do that. Then MARVIN say's. The gift cards we gave you, for your troubles, someone used them to upgrade you warranty!!! I'm like WTF is going on!! I said I need some name's!!! He said the 2 ppl that did it got fired!! This shit is beyond me!! Mind you I still don't have my end tables. I pick my things out in May 2019. Its now Aug 2019 and I still don't have all my stuff!! DO NOT!!! I REPEAT DO NOT!! GO TO MARVIN OR CARRIE!!! THEY ONLY IN IT FOR THE MONEY!!! PLEASE TAKE YOUR MONEY SOME WHERE ELSE! ITS NOT WORTH YOUR TIME OR MONEY!!!

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Wrong Sectional
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ON LINE SHOPPING, MICHIGAN -- Unfortunately I cannot say that I am the happiest Art Customer. I made a purchase on online a week ago. I picked out a LEFT facing sectional for the newly remodeled basement. I received an email stating the delivery will arrive between 9-5pm. When they arrived at 4pm, they brought the couch to the basement. Meanwhile I am staying out of their way, I go to the basement and it is the wrong facing. I told them that I didn't want to be responsible for the wrong facing sectional and to take it back. They said it was not procedure and they would swap them when they come back with the right one. I was expecting a call from Art Van today, roughly 3pm I decided to give them a call.

The first lady I spoke with told me I received a right facing because I ordered a right facing... My receipt says I ordered a left. After checking my receipt I call back... The next lady I spoke with informs me that I ordered something out of stock so they sent what they had... When I placed the order it was in stock, not to mention that makes absolutely no sense. They won't have their next shipment until mid April. I finally ask the question we have all been waiting for... Will I being paying for this couch if it is not in perfect condition when it is returned (I HAVE PETS) seems how it will be a month before you come back? SHE SAID YES! An item I didn't purchase that was sent to my home in error and I am responsible for an additional $1500?

Let's just think about all of the "misdelivered" furniture that sat at a home for an entire month before being swapped out and sold as new? Like I said I have pets, some people are allergic, some people smoke in their home, BED BUGS IS A LEGIT THING!!! After sharing my concerns she offers me a $40 credit. Are you kidding me? If I mess up I owe you $1500, however you will make it up to me with $40? That doesn't cover the day I will have to take off from work to accommodate your 8 hour window, nor will it make up for your terrible customer service that I received. Needless to say I would not recommend Art Van.

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Pathetic Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PORT HURON, MICHIGAN -- Purchased a 3 piece living room set - sold us leather protection plans and the Complete Care Warranty which was good for 5 years. Furniture wasn't leather, was actually vinyl, which was confirmed by a repair man who came to fix a seam rip - which was covered by our warranty.
However, we found out by calling to see the status of our replacement part that our furniture was discontinued by Art Van (still for sale online in other places)... Unable to fix the furniture, we were told to come in and pick out new furniture with a store credit (seems reasonable right?) We live an hour from the nearest Art Van, so made a day to go see what was available. NO 3 PIECE SETS like what we had with USB ports, electric reclining, cup holders, etc.... ANYWHERE near the price we initially spent.
We'd have to use the store credit, PLUS more money out of our pocket and have to purchase another warranty on top of it all. No other option - they told us we could be reimbursed our warranty (after 1.5 years of having the furniture) and then wouldn't be covered for the remainder of the warranty period we initially purchased). Then we'd just keep the furniture we have (ripped seam and all).
All in all, a big cluster *** and waste of time. Never going into an Art Van store again.

Replies
Salesman Lied About Special Ordering a Chair
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLINT, MICHIGAN -- Patrick ** from Miller Road Art Van was my salesman. I explained to him numerous times that, for my health issues, I needed a power rocker recliner that rocked when it was in the reclined position. After an hour of showing me a number of chairs, he said a La-Z-Boy would do it but I would have to "special order" the chair to do that and it would cost a lot more.

Months later when it arrived at my house it did not rock in the reclined position. I called La-Z-Boy and asked, only to be told there is no recliner that rocks in the reclined position - I needed to report the salesperson for "misrepresentation" they told me. So I talked to the local store, the corporate office and the national level and heard all sort of nonsense: "You should have known there is no such chair, it's your word against his..."

The only solution they offered me was I could pay them another $500 "restocking fee" and another $100 pick up fee. BUT I would not get any money back ($1,972.45), I could come into the store and pick out another chair! This was the second chair, as the first one came apart at the seams after a couple months and I had to come into the store to pick out another one -this was the second one I picked out because they would not refund my money. I cannot afford to give them another $600 for a chair -too expensive. Just give me my money so I can go to a reputable furniture store and purchase a quality piece of furniture where the salespeople do not engage in unethical practices to scam the most money out of a customer.

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Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SCHAUMBURG, ILLINOIS -- La-Z-Boy reclining sofa had broken piece in back. Company took the couch for 2 weeks and returned unfixed. When they were "repairing it" they put a hole in the side of the couch. They said they would take it back and it would be 4-6 weeks for the new arm to arrive! We called several times and dealt with unhelpful customer service dept.

We went into the store and talked to managers and it was decided we could pick something out. We did not want something else, we wanted a return on our money. That was impossible they said. Reluctantly we went in to pick out a new couch and they finally said we could get a refund. We did receive a refund but now had been without a couch for a month. We are now receiving pieces of the couch that needed repair! One day some fabric, another day some more fabric that didn't even match. Too much to say, but very frustrated and would NOT recommend dealing w/ Art Van.

Replies
Sold Floor sample
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OFALLON, MISSOURI -- ArtVan O'Fallon MO.
They delivered a damaged floor sample instead of new console. Never informed us that we were purchasing a floor sample until we contacted customer service for return instructions and were told the piece was sold "as is" no returns.
Floor sample, "as is" appears no where on our invoice. At this point we have made arrangements for the piece to be pickup and an order has has been placed for a replacement piece. - Paid in March possible delivery May.
Although requested we have not received a call nor an apology from the store manager nor salesman.
Do not purchase from this company.

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Art Van Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 20 ratings and
22 reviews & complaints.
Contact Information:
Art Van
6500 14 Mile Road
Warren, MI 48092
888-427-8826 (ph)
www.artvan.com
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