We have shopped twice with Finger Furniture and have had two horrible delivery/customer service experiences with them. In January 2007 we purchased a sectional sofa for our game room. It was delivered as scheduled, but several days after delivery we noticed a 1/8 inch slit in the material covering one of the arms of one of the sectional pieces. It looked like a razor blade slit. We called Finger and they were skeptical of your claim, saying that we shouldn't have accepted the furniture upon delivery with the problem. When I explained that the driver was in a hurry to get me to sign and that he gave me only a cursory examination of the sofa, they claimed that their drivers/delivery people were always courteous and would never do that. She wad adamant that there was nothing they could do and claimed that the slit was caused after delivery, so it was not their problem. I asked for her manager and his attitude was the same. He would not budge. I called our sales person and she promised to take care of it. A few hours later the same customer service manager called back and said, "We'll give you the benefit of the doubt and replace the piece". They did replace the price as promised, but this type of attitude made us feel like we were inconveniencing them. An e-mail to the company president went unanswered!

Now, here we are, a year later (Feb 2008), in need of a new box spring and mattress. Two weeks ago Fingers has great prices on mattresses so we decided to give them another chance. We found a box spring and mattress that we really liked and that was a great price so we decided to make the purchase. We told our sales person about what happened in Jan 2007 and he noted our problems and promised that this time it would be different.

The delivery was the following Saturday. They showed up 10 minutes early, but when they were set to take the new mattress off the truck they discovered that the plastic covering protecting the mattress had somehow split open the mattress was dirty. They would not let us take it, of course. Furthermore they promised that another could be delivered later that day. They called the warehouse only to be told that could not happen. We then talked to the warehouse and she told us that it would inconvenient for them to reschedule that day!!! I couldn't believe she actually said this!

We called our sales person and he promised to take care of it. The delivery people left and about 30 minutes later he called back to say that they could deliver Tuesday night after 6pm. We agreed to be there for the delivery. We both got home around 5:30, well ahead of the delivery and waited. About 7pm we called the warehouse to find out if we were still on the delivery schedule and got a recording. We called the store to check and the person we talked to assured us that we were on the schedule for approximately 8pm. By the 10:30pm they hadn't delivered so we went to bed. The next day, furious with them, we called to cancel the order. They offered us a $100 discount to accept the order (a trifling amount in my opinion) and we told then that was unacceptable and canceled the order. The next night, while driving home I got a call on my cell phone from one their drivers saying he was 15 minutes from my house! I told him he as supposed to have been there the previous night. He tried to argue with me and when I told him we had canceled the order that afternoon he hung up.

I guess this proved the old adage, "Fool me once, shame on you, fool me twice, shame on me!" We will never again set foot in one of their stores!

It took fingers eight months to deliver my furniture. In the mean time they would'nt allow me to reselect. Their customer service department is very unprofessional and uncaring. I ordered furniture in Feb. of 2007, its Dec. and Im still waiting for repairs on items delivered broken. I have spoken with corporate and customers service managers all to know avail. BUT I KNOW HOW TO FIRE EVERYONE FROM THE CEO TO THE INDIVIDUAL CLEANING THE FLOORS AND THAT IS WHAT I HAVE DONE. BY TAKING MY BUSINESS SOMEWHERE ELSE. You customer services department has caused you to lose a very long standing client. They simply false on a regular basis to listen to the customer.

My daughter purchased a nice bedroom suite from Fingers with no finance charge for 2 years. She always paid her payment on time, even added more than the minimum payment. She received her bill this month, knowing she was down to about a $300 balance. They suddenly added $2200 to her bill making the balance due of $2500. She has been a Fingers customer for years and always had a 12% interest. Turns out she had a deadline to pay off this furniture, the deadline has just passed so they added all the interest she supposedly had free, and in addition increased the rate to 22%. So she is now paying 22% interest on interest. She paid the balance off in full today. She called the finance company, they could have cared less, told her it was on her bill; of course they know most people do not read that light print on the back of the bill. For those of you anticipating purchasing items under this "No Interest" beware.

My other complaint is that the salesman did not explain this to her at the time of purchase.

About a month ago my wife and I went to fingers with my mother. We were looking for a bedroom set for our new home. We picked the one we purchased because it was the only set that was "completely in stock" according to our sales person (And our receipt) .1.5 weeks later the furniture came... with everything EXCEPT the dresser. We are told it was on back order, we said no, according to our receipt it was in stock, thats why we chose it.

Customer service apologized up and down told us more would come in within 5 days. I called a the day they came in to set up delivery and was told the first available day was 10 days after that. I reluctantly agreed.

The delivery day arrives (Saturday 8/25 almost 4 weeks after the original purchase date) and the dresser shows up, the delivery guys set it up and then haul butt out of there, I inspect it, its broken. I call customer service literally 5 minutes after they are out the door. I tell them to come back and get it,

"Oh no sir, we cant do anything till monday"

"What??? NO, send them back to switch this out for a new one or send someone to repair this thing TODAY."

"Sorry sir, I cant do that, I can put you through to your sales rep who can explain..."

"NO, I've already had to wait on this FAR too long and now you're telling me I have to wait ANOTHER 2 weeks??? "

I get transferred to my sales guy who basically tells me he cant do anything and I need to talk to the manager. I get the manager who sounds like he could give a rats ass. I tell him if they cant get me a new dresser out there TODAY, or a repair person out there TODAY, I want my delivery charge refunded and an extra 10% off my purchase price. He says well he can certainly refund the delivery charge but not 10% and that I would need to call customer service back on monday to reschedule delivery for the exchange.


I call them back on monday... I am told we have to wait till the 8th ANOTHER 2 weeks. I'm tell them NO NO NO The manager said I can get it on the 1st due to all the headache we've been put through,

"Sorry sir, thats all I can do".

5 customer service reps later I get the supervisor "Christina" who is quite possibly the absolute RUDEST person I've ever spoken with. She proceeds to argue with me, YELLING and SCREAMING at me that I WILL take the 8th because thats what they have and she's putting me down for that whether I like it or not. I asked for her supervisor she told me she's not giving me that info, that "... she was it and didn't have one" then tells me she's the TOP person. After telling her how useless she, I hang up on her .

I call the store manager and get HAROLD (mind you this is like week 5 on this whole debauchal and the 2nd manager I've talked to) I calmly and rationally tell him I'm done and I want to schedule a return on all the furniture and not only that I'm not paying their 10% restocking fee because they couldn't get our order right from day 1. He apologized profusely and asked me to give him 24 hours to make this right and call the EXECUTIVE VICE PRESIDENT to see if they could "make an exception" and have our exchanged delivered on the 1st. Make an exception?? THEY MESSED IT UP! THERE IS NO EXCEPTION! THEY NEED TO MAKE IT RIGHT!

So I give him the 24 hours. I call him the next day at 4. The guy has NO IDEA WHO I AM OR WHAT WE TALKED ABOUT THE DAY BEFORE. After jogging his memory he's tells me

"OH yeah... now I haven't heard back from him yet... can you give me some more time?"

I tell him no, this was the last straw, I gave him 24 hours and he failed and I wanted to schedule a return for ALL of it.

2 days later (this most recent saturday) I call fingers, just to check on good ole Harold's work (The store manager who supposedly setup my return). Not only had he not setup the return, there was NO NOTE OF IT ANYWHERE ON MY ACCOUNT. I spoke with a VERY pleasant and helpful associate. She finally got our return setup and apologized profusely for all the headache.

We then decide we're going to the new Ashely furniture home store. We go,ask TONS of questions about delivery, their customer service, tell them the horror story about Fingers, they tell us how sorry they are to hear that and that they'll take care of us etc etc, we find a nice bedroom set and even a nice dining room set too.

We get all our info together and head back home (because my mom is paying for half of it as a wedding/housewarming gift) So then we get home, my mom calls us and tells us.

" I hope you guys don't have your hearts set on anything at Ashely".

I ask her why:

"Because FINGERS OWNS ALL THE NEW ASHELY FRANCHISES IN HOUSTON!"

I'm like OH LORD!!! The Ashley sales person sat there and let us go on and on about fingers and never once told us they were owned by them and they would be using the same warehouse and the same customer service people.

So we spend the better part of sunday looking at practically every furniture store in town. We finally looked at Star as a last ditch effort. We didn't look there first because I had always heard they were VERY overpriced. Ironically, the star furniture is less than 5 minutes from our house. We walked in and found an AWESOME bed room set and even a beautiful dining room set. Star told us they could get it in our house by thursday if we wanted (3 DAYS! NOT 2 WEEKS, 3 DAYS!!!).

We asked for saturday and it was done.

To add icing to the cake, Fingers REPAIR TECHNICIAN called my mom Sunday night letting her know he was "coming by Monday between 3 and 5 to fix that NIGHTSTAND" (mind you it was the dresser!). So naturally I called Fingers again to make sure the pickup had not magically transformed into a "repair" . Everything is still a go for the pickup according to the (to my amazement).

Last night the repair tech calls my moms house again to "reschedule that repair".

I call fingers again this morning to verify everything was still set for a pickup, which according to them it was, I even now have to verify what address they are coming to pickup their stuff because THE REPAIR TECH ACTUALLY SHOWED UP AT MY MOTHERS HOUSE TO REPAIR THE FURNITURE!!! He then lied to her friend and told her that he "had just gotten off the phone with her [my mom] and thats how he got directions"

When I called this morning for my "daily verification" that customer service is doing their job, I told the rep about the repair tech constantly calling and being under the impression he's supposed to come fix something. She tells me:

"Do not worry about it, it looks like we just failed to notify him that we changed it to a return, not a repair"

IT WAS NEVER A REPAIR TO BEGIN WITH!!!

The saddest thing about the whole episode, my mother, a 25 year fingers customer was the one who referred me to them. This was the FIRST TIME BUYING from them. I CRINGE to think of the headache I am going to have to go through to get this credited back to our new fingers account and get it closed.

Moral of the story... Do not buy fingers and Do not buy Ashley (because you're still giving fingers your money and dealing with the same delivery and customer service)!

This all started 3 months ago when me and my wife went to Finger Furniture to purchase a new bedroom set. Once we found a set we liked the salesman informed us that only two pieces were in stock and the other 3 would be available for delivery in about one month. We decided to go through with the purchase and wait for the other pieces. One month came and went with no calls from the store or our salesman. When we called to check on our furniture we were forced to leave message after message. Finally our salesman called us back to tell us that the furniture did not arrive and pushed the delivery date out a few more weeks.

Once again the date comes, no calls, and we find ourselves leaving messages for management with no return call. We get lucky and the store manager answers the phone giving us the option of taking some of the floor items at a discount. Desperate for our furniture we agree, but ask if someone can look it over and make sure that it is in good condition. He agrees and says there is only some minor scratches. When the furniture arrives we find bent hinges and deep scratches. Simply not worth the discounted price. The delivery driver tries to get us to take the furniture by saying that Fingers will send someone out to repair the damages, which is untrue. As we are considering taking the furniture the driver gets inpatient telling us that we need to decide quickly so he can make his next stop. I refuse the shipment and the furniture goes back.

Another call to management. Management apologizes and tells us that new pieces are due to arrive the first of June and he will put us back on the list for a delivery. Here we are June 1st again no call, no delivery. A call to customer service discovers that we were never put back on any delivery list and in fact do not show any pieces on order.

What happens now??? With two new pieces of furniture we feel a little stuck. Fingers is not interested in servicing a customer after the sale. There website features only links to stores, with no corporate complaint information listed.

Never help feed this monster.

Arthur