Gavigan's Home Furnishings
Reviews and Complaints

On January 26, 2024 I ordered a recliner from the Glen Burnie store for $1453.05 before tax. The chair was delivered on February 7th

I went to the store on February 7th to ask a question about the chair and the price was reduced for Presidents’ Day sale to $1291.60 I asked for my card to be credited the difference, and was told only the manager could do it and she was off until Friday

On Friday January 9th, I spoke to the Marlyn who was the rudest person I have ever dealt with and she informed me they do not “price match”

I said I am not asking you to “price match” Lazy Boy or Ashley furniture I am asking you to honor you lower price. She refused and I said I would contact your corporate office and she replied go ahead. I did contact corporate on February 9th and spoke to Vanessa who said she would pass on my info and someone would get back to me, today is the 16th and I have not had a reply

Purchased sofa/chair/ottoman on 5/27, it arrived 8/28. The ottoman had the wrong legs. After requesting the legs 4 times, I am still waiting. Purchased sofa/chair/ottoman on 5/27, it arrived 8/28. The ottoman had the wrong legs. After requesting the legs 4 times, I am still waiting as of 10/10. I have sent customer service several emails, I haven't heard from them. When I did hear from them they refuse to ship the legs to me and are requesting that I drive 20 miles to the store for pick up but no one can tell me when I should expect them. It is almost 2 months since I received my furniture.

We purchased a sofa, chair, and love seat set from Gavigans on January 13th. Delivery was approximately 1 week later. Within 3 days of delivery, we noticed the sofa and love seat recliners make a grinding sound and are difficult to use. Gavigans refused to take responsibility and referred us to ***. We were unable to get a response from *** until February. A tech came and advised parts would need to be ordered to replace parts that were damaged in shipping the furniture. A month later, in March, we were advised that they were only now ordering the parts. We have been unable to receive any further response since March. I want immediate repair, complete replacement of the furniture, or a refund.

My wife and I purchased a sectional furniture piece March 21. Th etotal price 2282.52 of which we paid a deposit of 1141.26. We have since been told as of 7/31 that the company has no idea on when we could get the furniture. Since we have not received anything that we have paid for, we decided that we want a refund solely on the fact that it is now 5 months later and no time line in site on when to receive. We called the store of purchase (Gavigans Furniture in Towson Md) and we requested that we get a refund and to cancel our order. We were told that since the order was submitted to the factory that we cannot get a refund. The confusion is why can we not get a refund when we already paid 1141.26 and have received nothing. We are just requesting a refund and nothing more

This was at their Westminster location. 9/1, order #*** sofa with a deposit of $550.00 and 9/2, order #*** chair with a deposit of $300.00. Salesclerk Glenda said sofa should be in within 4-6 weeks. When December came around after multiple attempts of speaking with Glenda, Melanie and the manager (Quen). we were told Klaussner had sofas and chairs in stock and per Melanie wecould order from them and have the sofa and chair in 2 - 4 months...4 being worst case scenario. We reordered on 12/27 from Klaussner at their suggestion. We are now at 24 weeks and still no sofa and chair and they are refusing to refund our deposit. (I have tried multiple times to upload my receipts but your system will not let me upload them). I did reach out to Gavigans last week on their website, but haven't heard back from anyone. Please provide an email address that I can send them to. Thanks, ***.

purchased new sofa/loveseat 01, delivered 06, by 07 foam in cushions was bunched up and upholstery was worn, company agreed to replacement (upholstery was discontinued/deemed defective) that was delivered 06, same exact issue with replacement sofa, foam is bunching up and upholstery is extremely worn, contacted Gavigan's who referred me to their service contractor, emailed pictures 09, have not heard back and have called and requested update. Was told upholstery has 1 year warranty and don't want it to expire. Extremely poor quality and workmanship, replacement sofa was barely 14 weeks old when first contacted Gavigan's 09/14 expressing dissatisfaction with replacement sofa. The manufacturer is ***. I understand unforeseen issues due to COVID and I appreciated their response for the replacement of the original defective sofa, however, to have the same issue happen again with the replacement is unacceptable.

On February 1st we went to the store to order a living room set. We were talked into buying custom tables, and tv stand as they didn't have items we liked in store or in catalog. We were informed that custom tables etc were nonrefundable to which we expressly only agreed and received a garauntee from the sales representative Paul (whom actually checked twice) that they could get the living room set, which was a sofa, chair, and ottoman. We made the deal, paid for half the order ($2100.00) security deposit on furniture. We were called in March and asked if we wanted floor model of sofa set. After asking for discount and being denied we refused and were told we wouldnt get our furniture until late summer early fall. We called to ask status yesterday and were told that they could not get the furniture. We asked for full refund but they wont on tables. We were guaranteed the furniture which was only reason we order custom tables and want refund as store is unable to meet guarantee

I purchased a sofa and loveseat from Gavigan's in Parkville on Joppa Road in June it was delivered in July in February I called to complain about the wear and tear of the furniture the cushions were completely smashed in the material was pilling they sent a service personnel he said that the cushions needed to be replaced the courts weren't wearing well I waited and heard back from the corporate office they told me it would be $395 to replace the cushions and $125 shipping I refuse to pay that having a three-year warranty on the cushion lifetime on the frame and one year on the fabric nothing was done they refused to do anything unless I paid I just called back again this monthHe told me if it was still the same problem I would have to pay I don't think it's fair when you have warranties The furniture is wearing terrible I have stuff that's 10 years old that looks brand new I would like all five seat cushions replaced The Cushion material looks like leftovers for packing

Despite a promise and push for a protection plan, the protection plan company and Gavigans have failed to uphold their end of the deal. Despite a promise and push for a protection plan, the protection plan company and Gavigans have failed to uphold their end of the deal. There has been an acknowledgement and admission back I February that a new cushion needed to be replaced. After many attempts to get ahold of Servco and Gavigans, there has been maybe two responses in the last 10 months with zero help. A phone call was exchanged between the purchaser and the manger of the Gavigans store where she claimed "they (Gavigans, have upheld their part of the deal). We only purchased the furniture bc of the protraction plan and the lack of response shows they have no intention to make this right. My receipt also shows that my protection plan is on the Gavigans recipes. I can send the upward of 20 emails and lack of respnse or help I have received since this has happened. They are determined to give me the run around until I give up.

Ordered/ Financed a couch back in February. Still have not gotten the couch or update from location. In late February , I ordered a couch. I was told that delivery would be the first week of April. COVID happened and I understood that the couch would not be coming. I was okay with no communication however three weeks after the store reopened, I called on Monday, June 1st and spoke to a gentleman who told me Val (GM) was off and that Shannon (Sales Rep) was not with the company anymore. He promised me that Val would be calling me on Wednesday, June 3rd. June 3rd came, Val did not call. I called on June 4th to follow up and spoke with Val who was nonchalant. She didn't apologize once and didn't really have any answers. She did say that June 15th was the delivery day. I called yesterday, they stated that was a tentative delivery day and they still do not know when my couch will be delivered to their facility and even more, my house. At this point, I have almost paid for a couch that I have yet to see or sit on. I feel like the customer service is terrible. For a business to be closed for COVID, then reopen for over 3 weeks and not contact each customer who spent money with them to give them at least an update on their furniture is hard for me to grasp.

Bought a sofa in 2018. The sofa support beam broke. Submitted repair request. Was directed to SERVCO extended warranty that we did purchase.Denied We bought 2 sofas, a chair and an ottoman from Gavigan's in 2018, when we first moved to MD. By June , the sofa had a catastrophic structural break. On June 15 we went to Gavigan's website and filled out the paperwork for furniture repair. On July 16th (31 days later) we got an email from Kim M that stated we needed to contact the extended warranty plan since it no longer was covered under the manufacturer's warranty. In August, I submitted a claim to the ***.com website. On 27 August I got an email from them stating my claim is in progress. On September 4th, the claim was denied because and I quote this directly from the email by Bryce Hood, "The warranty doesn't cover damage not reported within 30 days of occurrence or damage that occurs over time from use." I submitted the initial request well within the 30 days of the catastrophic break. I did not hear back from Gavigan's until 31 days later. Gavigan's sold us the warranty and then did not make a furniture repair determination until 31 days thus making the extended warranty null and void. This is wrong and the public needs to know that buying the extended warranty is not a good idea. It should be criminal.

received a broken loveseat and they will not replace Ordered a sofa and loveseat. Was delivered on 12/30 Noticed arm of loveseat broken and squeaky, contacted store immediately was directed to their service dept-***. Tech came out and agreed the wooden arm was broken. Been calling and waiting for over a month for response and resolution. Nothing yet. Been told they may repair item instead of replacing. I do not wish to have brand new furniture repaired as this was a defect and of no fault of my own. I paid for new furniture and should get quality new furniture not repaired defective furniture. I personally contacted the manufacturer and they told me I had 1 year warranty and to work with store for replacement. I gave this information to service dept of Gavigans and was told their rep needed to make this decision. This is totally unacceptable. Merchandise purchased should arrive in perfect condition not broken. Consumers should not be forced to accept broken merchandise when they pay for brand new. Sales rep-Glenda paid $579.00 for Love seat ($599 for sofa) Paid by credit card ordered on 11/3 delivered on 12/30 complaint filed on 1/15 tech came to house on 1/23 spoke to *** from *** (service company Gavigans) multiple times for response and resolution and keep being told their is no new information on my claim-waiting for response from *** (manufacturer)

The furniture I ordered came damaged in 4 areas. In addition, the table and chairs do not match the buffet in color. I ordered a table, 4 chairs, and a buffet from Gavigans on 7/1. The sale no. is ***. I paid $5,057.26, which was the total cost, prior to the delivery of the furniture. I went into the store to pay and I stated to the sales clerk that if something is wrong with the furniture, I will have no leverage because I am paying in full. I could not have the furniture delivered unless I paid in full prior to delivery. I understand this policy but in my case it has caused my problem. The sales clerk said not to worry because Gavigans always makes a problem right. When the furniture arrived 2 chairs had nicks and 2 table legs were only partially finished. But the very worst issue was that the buffet did not match the table and chairs. The delivery men agreed and took pictures. I contacted Gavigans and the customer service person asked that I send pictures which I did. She contacted ***, the maker of the furniture, but there has been no response. I believe that they will not make this right. My husband is retired and I work part time. Buying this furniture was a stretch for us but we needed it. It is actually embarrassing to have new furniture which is damaged and unmatched. I feel we have been taken advantage of because nothing is being done to make this right. I don't understand how Gavigans could deliver substandard furniture like this.

Business refuses to settle dispute. Never received furniture or refund. It's been two months. Merchant has been non-responsive. Only July 19 I made a debit purchase at Gavigan Home for a five piece bedroom set and a mattress box spring set that total $1,650.88, this included taxes, fees and delivery cost. On the date of delivery July 27, the driver claimed to have waited for 15 minutes and left, however, I returned his call after only 6 minutes and he was already gone from my residence. I was told by administrative staff at the delivery center that I would have to pay another $160 delivery fee to have the furniture delivered again. I declined and decided to request a refund and shop with another merchant as the organization had poor customer service, inconsistent processes and practices and their staff was highly unprofessional (mainly the driver and admin staff). After several attempts to reach a manager or store owner (small mom and pop business) I was always told they were unavailable, not in, call back, etc. I even asked my mother to assist me with attempting to reach someone in hopes that if another person called they'd get through, to no avail. I decided to go directly through my bank to pursue the merchant for a refund, and was denied. It is now October 5th and I have not received a refund or a returned call from the merchant. I never received the furniture and have already purchased my daughter's bedroom from another furniture store. I am seeking assistance with pursuing the business to respond to my inquires and request. There return/refund policy is unclear and their practices are highly unprofessional.

Has not finished repairing my broken sofa under warranty and will not return my phone calls I have been trying to get my sofa repaired since march or April . The frame on my sofa is broken and it's still not fixed regardless of their repair service coming out to my home several times now. I was told that the parts for my sofa can no longer be gotten then after speaking with the parts department was told that yes the parts are available. Also the switches for one of the recliners has broken. The new switches they put on my sofa do not match the other switches. I have been speaking with *** at *** and was told that The exact switches are no longer available. After speaking with Debbie in the parts department I was informed that the parts are indeed available and that she will order them and that someone will call me when they come in. I have left calls for *** and also her manager Jacqueline and they will not return my phone calls. It has been almost a year now. The recliner is still broken and the replacement switches are hideous and do not match the others that are on the recliner. This is a sectional sofa the switches need to match. If they can no longer get the correct parts then I want sofa replaced. I paid extra money for an extended warranty policy for anything that was to go wrong with the sofa and they still won't repair it correctly. It shouldn't have to take over a year to get The switches and the broken frame on the recliner correctly repaired. There is no reason for my phone calls to not be returned or to be constantly lied to regarding the availability of the parts. I have been patient and cooperative with them now for almost a year. I want this issue resolved

Purchased *** sectional in Sept 2019, delivered Nov 2019. Had issues with fraying, seat structure, and overall quality of product. We purchased multiple pieces in a *** sectional in Sept 2019, Delivered Nov 2019. Spend nearly $3000 on the items. Began contacting in January due to fraying, poor construction, seat sinking in one spot, and overall poor quality. Could not get anyone to listen to me or answer questions. Sent multiple emails and phone calls with no response. Covid shut everything down, understandable. Was finally able to connect with someone in June, and they agreed to send out a rep. Stated they had to check with *** prior to sending anyone, however, I also purchased the warranty for $300 so I;m unsure what the delay was. Once tech arrived he noted issues and said he would send report and go from there, but notated issues with fabric, structure, and overall construction. Never heard back from Gavigans (Kim in customer service). She stated they were going to order fabric and would reach out. Again, no additional follow up from them. When I reached out again, I stated I was going to dispute charge on credit card and wanted to return due to issues and negligence from company. Was told Well since your no longer interested in the fix, we will not mover forward. Completely dropped the case and was moving on. I informed her that we had waited so long without hearing anything back, they never communicated with us. she also stated that they were still waiting for the fabric to arrive, the vendor was behind early September/ late August). Weeks go by, I still hear nothing, so in early October I reach out, again no response. I sent another email a week later, no response. Finally 4 days after my follow up email I get a call from the furniture tech to set up appt to fix upholstery, not the other issues just the upholstery. Stated that he just received a email that morning from Gavigans to come out and work on my couch. When I asked him how long he has the fabric, he was unsure because it was in his possession for so long. Every time I have communicated with this company and/ or Kim there is nothing but lies and deceit .The got their money and are not standing behind anything. Gave them 48 hours or I will dispute the charge with my credit card company.

Gavigan's employees incorrectly informed of my product then lied to me about it. The owner called me to curse and threaten me. I purchased a sectional sofa from Gavigan's (Brand: *** Model: ***). The employees told me that the sofa would flow together as one unit. Once the couch arrived, it did not. The high side walls of the sofa stuck up making it tough to comfortably lay on the couch. When sitting, the high walls would cause you to lean to one side. I didn't think much of it and did not want to make a big deal about it. I saw the cushion stitching had come undone and called for a service request. When the man, ***, showed up to fix the couch, he took the cushion off. This is when we could see that the armless sofa had high sidewalls but the adjoining pieces did not. This caused the fabric under the seats to tear greatly (Gavigan's took photos of this damage when they picked up the couch). I told *** that I didn't believe it was to be made this way and he told me to check with the store. I went into Gavigan's and spoke with the Assistant Manager, Alvin. Alvin told me that I was correct, it was not to be this way. So I called back in for another service request. I then texted *** that I was correct and told him that it needed fixed. The service request went in on November 18th. I received no response and called back in approximately one month later. I was told that the request was received and the service was to be started and they would resubmit the request. On January 5th I still had not heard back and no one would take my calls, so I sent an email out to *** (who does Gavigan's repairs) and to Gavigan's home office. It was at this time I was contacted once again by *** and by Valerie, the Manager of the Gavigan's Parkville store and General Manager of Gavigan's. Valerie informs me that neither she nor her employees knew the couch was made like that. This is the first issue in the sales people don't understand the product they are selling. She then told me that Alvin had never said that which is a blatant lie. She told me she would contact me in two days. Seven days later I reach out to her once again and she still has no information for me. I was, however, contacted once again by *** P, the furniture repair man, who told me that he and Rob G had spoken to the *** engineer who told them the couch was meant to built this way. I decided to contact *** myself two separate times and was told both times that the couch was not meant to be made this way. It was to flow as one couch (I am attaching those emails). I told *** P this and he did not respond to me. I reached out to Valerie to see if she was interested in my emails from *** and she told me that from now on, I would only be dealing with ***, who doesn't even work for Gavigan's. I told her that *** did not sell me the furniture, Gavigan's did. She no longer would respond to my emails. I told *** that I wanted to speak with Rob G. Rob called me on 01/28 and was very aggressive over the phone. I remained calm and told Rob that I just wanted my money back or store credit. Rob told me that I would get my money back and to buy a couch somewhere else. He told me he would be contacting me about setting up a pickup time. After not hearing back for seven days, I called Rob's office on 02/04 and was attempting to speak politely to the receptionist who continuously tried to talk over me. I then spoke over her and she hung up on me. I called back again to no answer. I called back a 3rd time to receive Rob G on the phone. He told me that I had spoken with expletives to his employee and I told him that was not true. Rob then asked if I wanted him to pull up the call log since all calls are recorded. I told him I would like nothing more. He then proceeded to curse at me multiple times and asked where I was as a threat that he would come to me. He continued his expletive laden rant including making cultural insensitive comments about Swahili as well, seeming to mock the language. All I wanted was an update.