Reach Out To Ivan Smith Corporate Office – Review and Complaints 

I have been trying to get my recliner fixed for 3 months and I keep getting excuses. Can I just get my money back for both my matching recliners? I paid for them and one has been broken for over 3 months. Is there a way this matter can be fixed? I have bought several things from your stores and have never had anything like this happen.

Thank you.

I am a dissatisfied customer. I made over 8k purchase last December. There was an issue with bedroom furniture. I received great customer service issue resolved. I am having a small issue with sofa and love seat. I spoke with Nikia w/ service dept and appointment was set up. The service guy came out and advised me would receive a call next business day. I waited over a week and still have not received a call. I called the service dept (4/25/23). Evelyn advised me 2 side panels were ordered on 4/15/23. I asked about processing she was unsure and replied about 30 days. I called the store #43 with the hope of better customer service. I was transferred to a salesperson and told her my issue. She told me to hold on and transferred me to the store manager. I had to tell my issue all over again and he did apologize which was my first apology. I mention to him that Mayo furniture was top of the line for the company. He told me if I made a million-dollar purchase there could be a defeat. I advised the defeat was not the issue. The statement was out of line to me, and justification was done regarding my problem. Where is the customer service? I advised him that a purchase was made in his store. The message manager gave was it did not happen in the store and not my problem. He advised me this is a servicing issue gave me a phone number (318-683-3271) told me select option 2 and ask for Mark Rogers. Where is the ownership and customer service? I was bounced around like a basketball, someone should have taken the ball out of my hand and provided great customer service. Is this what Ivan Smith brand stand for when there is a problem. There was not an issue when I made the purchase. My plan was to purchase living room furniture only. Latoya Turner in December provided excellent customer service. I should have received 2 more apologies (service dept, salesperson at store). Service dept should have contacted me and advised me of the next steps, salesperson should have asked me to be placed on hold and told why, I may not have been able to hold on and if not do a callback, while on hold salesperson should have provided manager my issue. The customer service provided is unacceptable, store manager, salesperson, service all needs a refresher course in customer service and phone etiquette. I don’t plan on shopping with your store and if I change my mind. I will not be shopping at store #43.