New West Furniture & Mattress

These people have no clue about what customer service is! The owner is rude and disrespectful.

My mother had seen a twin bed she liked. I called them today to order it. Within an hour after the order the bed was delivered and setup and we paid them upon delivery and saved us a trip. Jim was very helpful with other suggestions he had. We definitely recommend them.

Worst customer service EVER experienced. Do not buy anything at the New West Furniture & Mattress. You will not receive it when promised, no one will call you back, and the manager will justify it by saying they don’t have to deliver as promised if it’s not in writing. Don’t recommend this place at all. Dont waste your money

JIM is the best always gives me the best price on anything in the store, or order, You cant get it any cheaper than this store.
THANKS

Don’t recommend this place at all. The management is highly unprofessional, they didn’t deliver furniture on time and is super rude. The guys delivering the furniture are very good people but the owner is a pain in the a** to deal with.
Cons:
1. They promised a delivery in 3 weeks, it took them 5 weeks. They should have never promised which they cannot fulfill. The owner said if I start being realistic about delivery dates then no one will buy furniture from their place. Which means he agreed that he lies when selling to customers.
2. They broke the coffee table twice and the chest once while delivering the furniture.
Pros:
1. They give an option to get a custom cover (from their inventory) for the couch you like. That will really slow things down for you though.

My girlfriend and I just got our own place and at first I was skeptical about this place because of the reviews. We decided to check this place out anyways and we experienced great customer service by Andrew! We purchased a sectional couch and a dining set at an exceptional price. We did run into one problem and that was based on the delivery. When it came to the date of delivery, Andrew notified us that his scheduled was backed up so the original promise could not be honored. He did however made up for it by actually delivering our furniture personally that same day, but at a later time. We were greatful any really appreciative that he actually went out of his way to deliver it personally on the promised date that he had given us. Overall, this location has a great set of furniture at the store and in their catalogs and with Andrews extra initiative to provide excellent customer service, I’d definitely would recommend this place to a family or friend. ASK FOR ANDREW! Haha

I’ve been getting my furniture here for many years and I LOVE this place. The quality of furniture is great. The items are well made and very affordable — I still have a piece I bought here 15 years ago. Most recently I was helped by Ty. He not only gave me a GREAT deal on a amazing mattress, but he had it delivered and set up in my room in four hours for only a tip for the driver! Compared to other mattress stores that offer a free pillow or a free mattress protector (that they will try and sell you unless you demand the free offer) I would much rather pay about 40% LESS and buy my own mattress protector! What a mistake I made wasting my time at other stores.
I am also a little confused by the other reviews. I thought a pushy sales person with a sales quota was what everyone hated. At New West Furniture I am allowed to browse without being assaulted by a sales pitch every step I take. Once I had looked around and had some questions I simply waved at the staff and Ty promptly came over and not only answered all my questions but assisted me with decisions! He was knowledgeable, kind and very accommodating. They have a catalog of items, stock of everything on the floor, or they can order items custom to be delivered in 2 – 4 weeks or 6 – 8 depending on the item. With a large selection, quality pieces, and great service I absolutely will be back!

Walked in.
Nobody else there but me and the employee.
Eye contact.
No greeting or attempt to help, just went right back to whatever the eff he was doing on his computer.
I looked around the cramped showroom for 15 minutes, then left.
His eyes were still focused on his computer screen.
Does this sh*thole even sell enough to pay the lease?!

Bought my couch, dining table, and dresser here last year. Lots of selections in a big warehouse type deal.
Service is knowledgeable and friendly. Don’t be afraid to bargain and of course grouping together a couple of items means better deals. They have a couple of items that Costco also sells so you know their selection shouldn’t be bad quality.
I got free delivery and set up. First time delivered the couch had a rip (leather couch) so we called them and they came the next day to replace it– very easy.
I would recommend this place but just double check some of the prices and look over details that you care about on the items since there are things that get overlooked!

This place looks super undesirable but I was so annoyed with Macys’ high prices for crap furniture (with BONUS high delivery fees) that I decided to just see what these guys had to offer. I ended up with the perfect dresser for like $ 300 and delivered for an extra $ 20.
I was so pleased that when I decided I needed a new entertainment center I went back, immediately found what I was looking for, and now have a really chic piece of furniture that I’d say I actually underpaid for.
Upon closer inspection this piece did have a flaw in one of the door hinges, but it was so inexpensive that it wasn’t worth the hassle of returning it and waiting for a new one. It’s really not a big enough deal… but next time I’d just be sure to give my next purchase a good once-​over before the delivery guys leave, but I’ll definitely be going to them again.

I purchased a beautiful upholstered bed along with a mattress from New West Furniture.
They were extremely flexible with my delivery times (I had to re-​schedule 2 times as my townhouse did not close escrow on time).
Jim was very friendly and offered to give me a great deal on other furniture.
There was no delivery charge, and it was set up nicely.
I will definitely be returning to New West Furniture! They have great prices and great furniture!

Almost 3 weeks ago I walked into this furniture shop with my mother looking for a recliner. She has Stage 4 cancer and is constantly uncomfortable, so we were looking for a chair/​recliner she could use to help her relax. We found a great power recliner, the price was acceptable and we decided to go ahead and get it. They didn’t have it in the fabric we wanted, so the clerk said he could have it ordered for us. He promised to get a rush on it, seeming to be sympathetic to my mother’s health issues.
I still haven’t received the recliner. My invoice says «NEXT WEEK» on it, which has come and gone. I called him on Thursday of the «NEXT WEEK» and he said he would have to call the factory to find out where it is and get back to me. I never heard from him, I called him back again today and he is still waiting for an update and promised to call me back.
…
Almost four hours later, I called again. He hadn’t heard back from the warehouse so he said that’s why he hadn’t called and promised, yet again, to call me back in an hour. I’m still waiting for a call.
I personally work in retail, and cannot believe this lack of customer service. I understand issues arise, and maybe something happened (although now seeing these other reviews it seems to happen here often) but a simple phone call is all it takes. I should have to track down my item I have fully paid for, which is over 2 weeks behind scheduled delivery.
I will never shop here again, and will do my best to have my order cancelled since it hasn’t even been received yet. (Although I’m sure they will fight that as well)

My husband and I ventured in this place after looking for a new couch or futon at several other furniture stores. We instantly fell in love with a futon. We bought it and arranged to have it delivered three days later between 6 – 8 PM. We give away our couches on Wed and wait for our new one to be delivered. Around 815 my husband calls and we are informed our couch hadn’t been received yet. They had no intention of calling us. My husband asked for the delivery fee to be waive and we were told no since we got a good deal on the couch. Mind you… we paid the asking price. We are told to expect it the following day between 4 – 7 PM. Still NO couch! My husband had to call again and we were informed it wasn’t going to be delivered. We finally got our couch and it took a lot of arguing to get the $ 20.00 delivery fee waived. 20 BUCKS!
Terrible customer service. Also check out the BBB ratings… they have a rating of F.
I will never buy from this place again.

Update on my cushion issue:
I went to New West on ¹⁰⁄₁₃ to face them on this issue since they have been ignoring my calls. It’s a little run down place and there was a leak in the roof. Besides them not replacing my end cushions with firm ones, I believe they sold me the floor sample without telling me since that sofa wasn’t in the store and the end cushions at home were the same firmness as the ones we tried in the store. I was also told it would come from the Jonathan Louis factory but the plastic said Ashley Furniture which leads me to believe it’s not from the factory, so beware, they might be selling floor samples and not telling you. I confronted them on my issue and they said wait 2 more wks for the cushions to arrive. I called them 2 wks later, ¹⁰⁄₂₈ and no response back. NW blatantly lied, ignores you after the sale when you have an issue and has dishonest sales practices. They are selling furniture as new, but not telling you it’s the floor sample. My advice is to go with a big, reputable store that may cost more, but that is trustworthy, with valid, new merchandise, a company that will resolve customer complaints, not have unscrupulous practices and avoid customers. Additionally, I advise to open a Better Business Bureau complaint against New West
as I have done if you have experienced a bad transaction and bad follow up. The more complaints they have the greater the likelihood they will be investigated for unethical business practices (mis-​advertising) and put out of business. Use your frustration and take action!

This place DOES have terrible customer service. I guess the furniture is pretty cheap (but not the cheapest Asian-​run furniture store) so you get what you pay for. The rep working there looks completely clueless all the time. I didn’t get the throw cushions with my couch set that were supposed to come with it and now they’re avoiding my calls and haven’t done anything about it even after I came in person. Oh and they didn’t deliver on time and pretty much waited until I called and complained to send the delivery guys over.
The delivery guys are pretty gross too. One of them was literally dripping so much sweat from his face that most of the cushions were wet after they finally set everything up.