Kelley Furniture

Full review
I recently remodeled my house, and decided to upgrade our furniture. My wife and I found a line that we liked by Modus Furniture. We initially purchased an Avalon bed and nightstands from another retailer who provided free shipping. We received the furniture and it exceeded our expectations. However when we attempted to purchase additional items, their shipping rates were outrageous.

At this point we decided to give Kelleyfurniture.com a try. Initially we ordered the Avalon 9 drawer dresser and a 5 drawer chest. We purchased it on-line and our credit card was charged. After the order was placed we were notified that the Avalon series had been discontinued. Jessica informed us that they could not obtain the items we wanted, needless to say my wife and I were disappointed. Then again we felt that this could have been inexperience on our part, maybe we should have bought the whole set the first time.

We performed some additional research and my wife found another bedroom set that she liked. This was the Modus Newport traditional line. She really like the traditional sleigh bed. We saw it on their site and it was a featured on TV. I sent an email to Jessica inquiring on the availability of the items. I clearly explained the situation and informed her of our past disappointment. She replied to my email stating that she was POSITIVE that all of the items that I was requesting were available. However she asked me to call her so that we could confirm and discuss the order (which I did). During the conversation, I stated that if all of the items were not available, I did NOT want the order. She insured me that all of the items were available (11-10-2005).

The order was processed on my credit card, and the waiting began. I was emailed a shipping invoice (11-16-2005) with the shipping information and waybill tracking. On November 29th I contacted Kelley and Jessica via email voicing my concerns about discontinued furniture. I explicitly stated in my email that I wanted all of the items or NONE of them. I was reassured that the items were available and being processed. I followed up with Kelley and Jessica on December 15, 2005. Again I explicitly asked them if all of the items were in stock and stated that if any of the items were discontinued that I did NOT want them.

I finally received my furniture on January 9, 2006, Almost two months since the purchase. I arranged for a family member to be available at my house to accept the furniture. I then took time off of work to assist with setting up the furniture, however I found that they shipped the incorrect bed. My father did say that quantities were changed on the waybill and asked what that was about. I immediately contacted them via email and Jessica informed me that the wrong bed was shipped, but the original bed frame was still available and she would arrange for exchange (1-9-2006).

I did not hear anything on Tuesday January the 10th. I was contacted on Wednesday, January 11th stating that the original bed was no longer available and it was actually discontinued when I made the initial purchase. I attempted to prevent this scenario at the outset by explaining my situation, my expectations and attempted to prevent this from happening by following up prior to delivery. My wife was extremely disappointed, since we are stuck with another set of partial bedroom furniture. We were charges for a $600 sleigh bed and received a low profile bed half that price. Their initial response has been that they will give us the existing bed frame for %50 off, even though or original order was misrepresented at its origin. Even though we explained our frustration with discontinued items prior to placing our order. At this point, we currently have a bedroom set that we do not want.

I have contacted them hoping to be able to return the furniture since the oder was not truthfully processed. Additionally, I have found that there is additional damage to one of the nightstands and two of the dresser drawers. It appears that this damage had to come from the factory since it was packed when it was received. I am hoping that KelleyFurniture will do the right thing and help us resolve the fact that the order was never complete when it was placed. Keeping my fingers crossed.

UPDATE UPDATE UPDATE!!

I have been away for a while, however I wanted to let everyone know that Kelley Furniture helped resolve the issue. My wife and I researched many ways to return the furniture, but that was becoming too costly. Finally Kelly stated that they would fully refund the bed price $600 and we could keep the incorrect bed. This was the best solution in the end, but we never truly received the bed we ordered. Buyer beware, try to obtain as much confirmation for availability before shipment. A hard lesson learned.