EFO Furniture Consumer Reviews

DUNMORE, PENNSYLVANIA -- EFO Furniture screwing. My wife and I had bought a couch and a chair and a half, on January 18, 2021, costing us $1750.00. We were told by the salesman, Joe, that it would take 120 days for the pieces to come in, because of the pandemic, and we agreed to that. We waited until the middle of May and called Dunmore EFO, about the shipment, and they said It will be in the first or second week of June. We called again the second week of June and they said the beginning of July.

I called July 7, 2021 and they said the second week or the last week of July. I called back the next day and the computers were down, so I asked for a manager, they put me on hold for 5 minutes and came back on the line and said the computers came back on and my furniture was in the warehouse in Pittston, if I go and pay the balance they would deliver the following week. On Friday we paid the balance of $1200.00 and they arranged our delivery for the following Wednesday. That Wednesday came and they brought our furniture. We opened the packages and they brought the wrong furniture.

They got the order backwards, the couch was the color that the pillows were suppose to be and the pillows where the color the couch was suppose to be. This is when the fun started. We called EFO and talked to a manager named Ryan and told him the situation, he said that we would have to come in and re-order the furniture and keep what we have until it comes in, and that would take another 6 months, we said ok. Later in the day Ryan called us back and asked if we would take another piece of furniture off the floor until our new furniture comes in. He sent my wife a picture of the furniture he meant and my wife said no.

We went up to EFO in Dunmore on Friday to order the new furniture and Ryan called his partner over and the partner said we would have to take the furniture off the floor and return the one they dropped off at our house. I said no way; the piece of furniture that was on the floor didn't belong in a dog house. Ryan's partner tried to blame us for the wrong furniture and said that Joe the salesman wrote it up correctly, and then the argument started.

After about 45 minutes of disagreement they finally said we could have our money back if we wanted. So here I sit, get my money back and no furniture for another 6 months or take the junk furniture they had and reorder new furniture and wait 6 months. They just screwed me out of furniture and they were happy with that. We got furniture from another store, and It will be delivered tomorrow, and I will never buy a thing from EFO ever again.

WILKES-BARRE, PENNSYLVANIA -- My wife and I have lost all faith in EFO Furniture service from the top Management to the bottom of Service team and delivery. Approximately November 2013 my fiancé (now wife) and I purchased a new 2 piece Couch with Lounger, plus add-on Montage Furniture insurance coverage. This couch was nothing fancy, normal stock inventory. The sales experience was good. Nothing to note, traditional transactional experience.

Approximately July of 2016 we contact EFO, regarding the add-on insurance. The couch has some in-coverage insurance claims to be handled. EFO referred us to their service team, which referred us to Montage Furniture insurance. After multiple calls, emails and created new cases over nearly 6 months. Final conclusion we're awarded a new couch. (A lot of details and complaints with Montage Furniture, for the sake of this post I'll leave those details for a separate review of Montage).

While waiting for Montage's verdict, I contacted the Wilkes-Barre EFO Furniture store regarding the couch we owned, if it was still in stock or discontinued. EFO confirmed the couch was a discontinued model. At this time my wife and I were anticipating a check or credit from Montage to order a new couch. Montage emailed and contacted EFO Furniture service dept. I was referred to contact EFO's service dept to work out the details. I spoke with “Pam”. After several calls I left multiple voicemails for Pam at EFO's service dept, I heard nothing, forcing me to keep calling and leaving messages. Eventually I finally spoke with “Pam".

“Pam” stated she had NOT received my order or heard anything from Montage regarding my claim. To remove any confusion, I read to Pam the email from Montage stating otherwise. Pam contested she had NOT heard from Montage, she then stated she would contact them and follow up with me. I as well emailed and called Montage to advise them.

Being patient and busy in life, over a WEEK went by, still no contact from Pam. I attempted contacting Pam, again I left multiple messages before I could get in touch with Pam. I was then informed EFO ordered a replacement couch and it will take 6 weeks or so before we receive it. Confused how EFO ordered a discontinued item, I inquired about possible options, which there were none. I am forced to wait. Approximately 6-8 weeks later Pam contacts me telling me the couch is in the warehouse and we schedule a delivery. The delivery had to be rescheduled due to a historic blizzard. Okay, understandable.

On the delivery date, I get a call from EFO Furniture Service dept (male voice, name unknown), the replacement couch was damaged on the delivery truck, they would need to re-order the couch again. In shock and frustrated I reach out to EFO Furniture store in Wilkes Barre, requesting to speak to a manager. No manager is available to talk on the phone. The pleasant young lady took down my information and handled a very escalated version of me. The next day or two I did get a call from EFO Furniture sales manager stating they contacted Pam in Service and she would be in touch with me.

Frustrated and drained of all faith in Pam's communication skills. I inquired about alternate solutions to acquire a couch. Willing to accept almost anything, prepared to compromise or make concessions for something. The manager wasn't interested in offering or considering any plausible solutions that didn't involve service dept. Eventually Pam and I spoke, AGAIN. Not without our typical phone tag tango. I'm told to wait another 6 weeks for the couch manufacture. That was nearly 8 weeks ago.

On Sunday May 14th I stopped in EFO Furniture in Wilkes Barre and requested a manager. 1 of the 3 gentlemen at the front desk claimed to be a manager. Listened to me explain my experience, while extremely frustrated, I believe I maintained my composure while communicating in a clear and professional manner. The manager promised to research the situation and follow up with me.

Monday May 15, the manager (which I can't remember his name, possibly Jeff or Mark) did call me and advised the replacement couch was received damaged and needed to be re-ordered. Not understanding what I was hearing, I clarified, and learned he was not referring to the damaged couch on the truck for delivery that I told him about. The replacement to that replacement was damaged upon delivery to EFO Service warehouse. Is it a surprise that I NEVER received a call from Pam? NO! Another excuse, another issue. Unbelievable that the item received, and received damaged.

Who suffers? Me and my family who are still waiting for a comfortable couch almost a year later. FYI: I've been sitting on the floor for nearly six month as the couch is so uncomfortable. Thanksgiving, Christmas, New Years, Birthdays and Easter. Humiliated and embarrassed we don't have comfortable couch for people to relax on. Completely disgusted with EFO Furniture.

WILKES BARRE, PENNSYLVANIA -- We went and purchased a sofa and loveseat from EFO Furniture and still have not received it. When we were in the store looking at furniture they had the prices listed for the sofa, loveseat, and if you got both. They didn't have the price for the sofa and loveseat if you got it in a sleeper so I asked the salesperson and he told me the price and we went to buy it and he wrote up the price and it was 80 more than he said. So I asked why the cost was different and he tried to act like it was the same price he told me 5 minutes before. Oh well he misquoted not a huge deal so we kept going with the sale at the higher price cause my wife liked the furniture.

When asking how long until we could get it delivered he said 1 to 2 weeks so gave him a credit card to take the downpayment and he came back after taking the money and said "oh I made a mistake it will be more like 2 to 4 weeks." Now 6 weeks later I called because we have not heard from them and was told the factory was having an issue and it put everything from them on a delay. I asked why we were not called and he said it wasn't our fault the factory is having issues. The next day I got a call and surprise it came in and then they said "we will deliver it in another 4 weeks" because they only deliver to my town every 2nd and 4th Tuesday.

So I asked what about the 4th Tuesday being next week and I was told that shouldn't be a problem. I got another call the next day saying no we have to wait 4 weeks. The lack of product knowledge, pricing, and customer service is amazingly bad.

WILKES-BARRE, PENNSYLVANIA -- We went to EFO in the beginning of the year looking for new furniture for our living room. I found a Catnapper rocker recliner I liked but I didn't like the color. We also looked at a sofa and love seat that we thought we wanted. We ordered the color of the chair that we wanted and they said that they always had the sofa and love seat in stock, so I did not feel that we had to put one on layaway or on hold.

I put a deposit on the chair and in the meantime, we looked around for a different sofa and love seat because the set that EFO had were cheaply made and I knew they would not last long. When we went back to pick up our chair (they wanted over 200 dollars to deliver) they made us pay a restocking fee and a cancellation fee for the sofa and love seat because they "held them" special for us. This fee was 125 dollars. The manager was very rude and nasty and would not even negotiate with us. We paid the fee and left.

Not 2 months later, our chair broke! They would come pick it up to repair it for a fee of 65 dollars. They would not pick it up for no charge simply for the fact that we picked it up to begin with. We are currently waiting to get out chair back. I will not pay anything else for this chair, and it better last this time. This is the worst business I have ever dealt with. Mean, mean, mean people!

WILKSBARRE, PENNSYLVANIA -- We purchased a living room set and the salesperson told us, "If you get a warranty and don't use it in 5 years you will get store credit." That was fine but she never told us or gave us any paperwork on warranty, and I found out that you had to spend $699 after the 5 years are up to get your $249 insurance credit. I asked for the $249 money back and she said no refunds. AND WE DIDNT EVEN GET THE FURNITURE YET.

And I know any contract you have 3 days to cancel it. So that would be 3 days after we received our furniture. And I found out the warranty company does not get back to you or repair anything. I couldn't find a review on warranty company over 1 star and some said it should be a 0 stars. MONTAGE FURNITURE SERVICES VERY BAD COMPANY. BUY FROM ANOTHER FURNITURE STORE.

DUNMORE, PENNSYLVANIA -- Terrible terrible terrible service!! Customer service is worst and very unprofessional! I have been purchasing stuff for long time but I will totally stop! One of my order need to cancel and I cancel within 12 hour of purchase. I call them and they provide me store credit and they told me they will waive the restock fee and I said sure!

I went to store and tried to use my store credit. They told me I have way less than what I have! I spoke with manager and he told me they charge stock fee and other fee! I told him when I call! You told me you will waive fee so I took store credit! Manager told me I'm the boss and that's all you have! They cheat on people and steal money. They are real scammer! Don't purchase anything from that store! Big Lots, Walmart, Sam's club, and other local furniture store has deal same like them! Sales representative was fine but manager are rude, nasty, and jerk!

WILKES-BARRE, PENNSYLVANIA -- I bought a kitchen set spending over $500.00 online sent to the Wilkes-Barre Store. Two of the table legs are scratched and all 4 chairs are missing hardware that keeps the chairs together. I have called several times which they had excuses as to WHY I have to wait until they can get someone to my house to see it. After almost 3 weeks someone comes and now said I have to wait 3 more weeks until the screws arrive.

This is unacceptable that I have a kitchen set for almost 2 months and still cannot have anyone sit at the table with the chairs missing screws. The store manager at Wilkes-Barre was NO help either. I will never buy anything from EFO again, if you choose to -- then I suggest you thoroughly inspect it because it may take a lot of aggravation to get it fix. REALLY NOT WORTH IT.

DUNMORE -- Salesperson ordered incorrect pieces. I called three times to correct this custom order as well as correct the address and contact info the salesperson entered. Upon having custom pieces delivered they were incorrect. The store manager's response (After delaying delivery for a week - saying "Oh we did not call you for that." FYI I have the voice mail.) "Well you should not have prepaid for it. Nothing I can do." Wow, service industry - don't think so. Horrible service, noncustomer focused - ill-informed sales associates.

Oh yes, as a customer please prepare yourself should you be unfortunate to purchase an item to "know" the abbreviated terms of the pieces you order - even if you have the conversations of that's not correct because they are the "professional " and "know". $2,000 cash out the door? Let's hope the owner Joe can rectify this problem. If not this will be forwarded to BBB and other affiliated associates with all documents. Shame - maybe training in the world of service and KNOWLEDGE of your products are needed. Also smiles upon enters wouldn't hurt either.

WILKES BARRE, PENNSYLVANIA -- I purchased furniture and a mattress and found their outlet prices to be significantly better than the competition's sale prices. And I shopped everyone! They were very helpful and friendly. I did have one problem on the delivery with a stripped leg. They took care of it that same day! No one was rude like other reviews say.

Then again, I'm in business and understand how unreasonable some customers are today with crazy demands. I chock it up to this "entitlement" society. I for one, will continue to send my friends and family to EFO. All that I sent have been really happy. So buyer beware of miserable crybabies! They're the ones usually writing all the bad reviews from hotels to restaurants and furniture stores.

WILKES BARRA, PENNSYLVANIA -- Don't buy from this company!!! They don't deal in a trustworthy manner! We just purchased a bedroom set for around $1400.00. When their guy loaded it into our truck, I asked if I should check it for damage before I take it. He said that it's OK & if there is damage when I get home to simply call. Sounds good.

Well, when we got home & finally we're able to open the boxes, 2 out of the 3 pieces were damaged (see photo below- not sure how many pictures I can post here, but at least there will be one). The nightstand drawer had a crack on the face running half way across it. The chest of drawers had a large crack & dents on the back top corner & the frame structure had gaps in it. I called & was asked to send pictures of the damage.

I got a call from the service manager (very rude woman) who told me they would give me a new drawer for the nightstand, which I said would be fine. Then she said they would "repair" the damaged chest. I told her I paid for a "new" chest of drawers, not a damaged & "refurbished" chest. The frame structure had been compromised & that is unacceptable. What's more is that she said I would either have to bring it back, which is an hour from where we live or pay $80.00 to have them pick it up. Then we would have to live without a dresser for whom knows how many weeks while they "fix it".

When I said, "no, no, no, no, no", she cut me of and said, "don't you say no, no, no to me"! Now get this.... then she said to me, "well, you dropped it!" First off, we had not dropped it, but the sheer audacity to make a comment like that is incredible to me! Since the fact is that we assuredly did not drop it, it was obviously dropped by the carriers or warehouse guys that sent it.

We are small business owners ourselves & would never treat a customer in this way. We give our customers the benefit of the doubt, but not EFO! This is their way out so they don't have to go through the trouble.... just accuse the customer. I said we will keep this one until they order & receive a new chest & then we will bring this one back & they can send it to claims as a damaged item.

Well.... I was told they don't provide that service & that I should have read the "fine print" on the back of the paper I signed at the dock (even though the man who helped me said not to worry about it when I asked). After arguing with the service manager to no avail, she said, "when you're ready to talk, call me back" & hung up on me. Really? I'm glad for those folks who had no problems & love their furniture from this company.... they were fortunate, but I pity the ones who do have a problem.

This company has the rudest staff & doesn't care about you.... just about taking your money. I even left a voice message for the owner, thinking he would care about the way his employees are treating their customers.... no return call.

Plaza house in Bloomsburg has much better service. One time I picked up a similar set from them & there was damage on a corner of an item & they most graciously let me keep it until they ordered a new piece. Also, try Gray Furniture & Sons in Berwick. They offered to let me use a dining room set for an event I was having until the new one came in. Don't waste your time and money at EFO. If you have a problem, it will be your loss!