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2.3 9 Reviews

Gavigan's Furniture Complaints Summary

3 Resolved
6 Unresolved
Our verdict: Engaging with Gavigan's Furniture, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Gavigan's Furniture reviews & complaints 9

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8:34 am EDT
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Gavigan's Furniture Dining Room Set

Gavigans Home Furnishing

ServeCo North America (service / warranty company)

Customer #119029

Sales #671380

I purchased a dining room set with table and 6 chairs on 11/6/21.

Here I am over 4 months later and I still have 1 damaged table and 4 damaged chairs and 6 damaged replacement chair backs.

I would like to have my money of $2,298.20 refunded to me and the dining set picked up.

I have purchased a house in Florida and am moving April 30, 2022.

Below is the series of events that occurred from the time I purchased my furniture.

11/6/21 – Purchased dining room set

11/20/21 – Product was delivered. Notice and reported flaw in table.

12/8/21-John from Tri-County came out to inspect table. While he was here I also showed him 4 chairs that were damaged. He said he was going to order 4 new chairs and when they came in, he would come back out to fix the table.

1/3/22-Called ServeCo – they said that it would take 4-6 weeks from 12/15/21 to receive the chairs. At that time I informed them I found another flaw in the table. They had me take a picture and send it to them

1/26/22-Called – Michelle at ServeCo said she would follow up on the status of the chairs

2/14/22-Received voice message from Michelle at ServeCo that they are replacing the table and will call when it’s available.

3/2/22-Called ServeCo – They have no record of my chairs being ordered and they would have to have someone call me back.

3/3/22-Replacement chairs were delivered

3/7/22-Called ServeCo – Heather said she would do a work order to have someone come out to put the chairs together and someone would call me in 24-28 hours

3/9/22-Called ServeCo-Sandy said that I have to wait 24-48 business hours not 24-48 hours, for someone to call me back.

3/9/22-Received call from Deb Morris trying to schedule someone to come out 4/1/22. I told her that was unacceptable. She was going to have someone else call me.

3/11/22-Guys came to put chairs together – but they found out they were all damaged

3/16/22-Called ServeCo-Daniel said someone would follow up on replacement chairs and getting a call tag to return 2nd set of damaged chairs. Someone would call me back 3/18

3/18/22-Called ServeCo-Kay said she would ask Daniel to call me back with status

3/18/22-Called ServeCo after no return call. Sandy said a request has been put in with the representative, Michelle. She said Michelle has 24-48 hrs to follow up with the manufacturer

3/22/22-Gavigans is supposed to deliver new table top

3/22/22-Gavigan delivered new table top and it was damaged. The delivery guy called their office to inform them. I refused this delivery. The delivery guys took the table back out to the truck and them knocked on my door and handed me their cell phone. A gentlemen on the other end said that he just doesn’t understand why I keep receiving damaged furniture and that he wants his delivery guys to take my entire dining set and refund me money. I said, sure we can make arrangements to do this. He started yelling and said no – it has to be now – right then. He is not sending his guys back out another time because it would cost him $150. The entire time he was talking – he was yelling loudly, so I handed the cell phone back to the delivery guy and told him to get out of my house.

About 10 minutes later I receive a call from Gavigans with the same gentleman yelling at me. He said he is trying to fix this and will refund my money but it needs to be right now. I told him, great, lets make arrangements to do this the following week. He continues to yell at me saying that he is refusing to send me anymore replacements. He is calling ServeCo and telling them to cancel any replacements that might have order. I asked who is was. He said his name was Robert and he was the owner of the company. I asked him to stop yelling at me. I told him for the past 5 months I have been dealing with the gals over ServeCo, who are not very nice, who I have been getting the run around for months and months and not one time did I raise my voice to them. He continued to yell at me. I told him that I work out of my home and that my dining room table was my office. I would need some notice before he arranged to have the furniture picked up. He said he was done. He is not refunding my money and he is not replacing the damaged table and 4 chairs I have, he was getting into touch with ServeCo and telling them not to service me. I hung up on him.

Desired outcome: Refund

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Gavigan's Furniture Delivery

The wrong pieces of furniture were delivered to me today. The persons that loaded the truck loaded the wrong pieces of furniture for me. When asked if they could deliver the right pieces of furniture to me today on my day off from work, the rude supervisor name Tammy said no. She was very rude and uncooperative. I have to rearrange my work schedule to accommodate a mistake that they made. Very disappointed with delivery and we not recommend Gavigan's to anyone because of the rude delivery supervisor.

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11:21 am EDT
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Gavigan's Furniture Sofa

My mom, Dawn Price ordered a sofa five months ago and back then did not know she would be diagnosed with a terminal illness. She called today to try and cancel this sofa since her diagnosis is giving her less than six months to live. She was yelled at by the person that answered the phone and very unkindly told she could not return the sofa. I know there are rules in place for a reason, however, you would think that if someone is not going to live to see the sofa delivered it should be able to be cancelled. If I have to I will take my complaints to the better business bureau, so everyone can see how cruel you all are to a dying woman.
Customer ID 115127
Kathleen Price

Desired outcome: Return of money and sofa not delivered

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Gavigan's Furniture Small sofa sectional

Our furniture is not even a month old. When we first got our furniture I called the store & complained about the cushions. I did get a call back from the manufacturer . The next day we took the one cushions to Ganigans in Westminster, Md store & the store manager did switch the cushion with theirs in the store. Now only a month old & it looks awful. The cushions do not hold up. I have tried to straighten it out but can't. They always look wrinkled. This sofa is garbage. I am very dissatisfied with my furniture.

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Stacey Pearcy
, US
Sep 26, 2023 5:58 pm EDT
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I have pretty much the same couch and the same issues. I am so furious!

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Gavigan's Furniture manager and customer service

We purchased furniture from Gavigan Furniture. When the furniture arrived, much to our surprise the delivery personnel required us to sign a waiver which releases them of any damage to furniture or our home as the furniture was placed in the desired location. We refused to sign the document. The store manager then said we must pay a $75 fee to have the delivery personnel dismantle the furniture and place it in our desired location.

1. We were never told about this policy when we purchased the furniture,
2. We have moved around the country & never were required to pay a delivery person to dismantle furniture to place it in its desired location.
3. Asking around this is not a normal practice of other furniture companies

The manager, Rob Gavigan, became very irritated, impatient, and unpleasant with us. He said our option, if we didnt pay the $75, was to pay a 30% restocking fee with the remaining balance to go to store credit.

As such we paid the $75. This was unfair since we had not been told in advance of this charge.

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Ontheotherend
, US
Mar 26, 2021 6:04 pm EDT
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I am not happy with my sofa sectional that we purchased less than a month. The cushions always look wrinkled & crushed in. This is the worst furniture I have ever bought. We have bought furniture from Gavigan’s before & my old sofa is still in better shape than this sofa. I am very disappointed in Gavigan’s & I will not recommend this store to know one.

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Gavigan's Furniture the wall unit we ordered out of the catalog was supposed to be oak but came in as a sand color.

My husband and I have ordered over $7000 worth of furniture from Gavigans since February 2017. We had two different orders. First was a sofa, loveseat and two side chairs. We are very satisfied with that order. The second order was to complete our living room with an entertainment center with end tables to match. Because the store had no samples on the floor we had to order out of a catalog. We selected the Liberty Harbor View entertainment center which in the catalog was oak. End tables were Liberty also but Lake House collection and oak. The finishes in the catalog pictures both looked oak and we felt would be a good match. However when this order was delivered there was a noticeable difference with the entertainment center finish. It is sand color and not oak which we actually like. But the end tables are oak and definitely do not match the entertainment center at all. We took pictures into the store but were told that since it was a special order the tables could not be returned. We realize the store policy about special orders but we feel that the furniture was misrepresented in the catalog pictures. We are very happy with the entertainment center but have no use for the mismatched end tables and want them returned for a refund. We appreciate your attention to this problem and hope that it can be settled to everyone's satisfaction.

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Gavigan's Furniture not a complaint

england complainer;
Everyone always has a complaint but never wants to give credit where credit is due. Gavigans has the best selection for all styles, sizes and budgets. We lost mostly everything in a fire. We are older and never planned to buy furniture ever again. Once we knew what the insurance would cover we began our depressing look. We knew it would not happen in a day and after being brushed off by a local competitor we held our chins up and walked into Gavigans of Westminster where we met a lovely young lady. She was not down our throat nor did she approach us like a car salesman(sorry guys). We explained our desperate situation and in turn she introduced us to Rob Gavigan, he was "the man to help all of us" she wanted to make sure that as a team, Gavigans would "take care of us", and that is exactly what they did. Rob and Valerie assured us although they couldn't replace what we cherished for so many years they would help to make our house a home again. After an entire day spent fully attentive to our needs, and days there after, we felt that making one last stop was what god intended us to do, he heard my prayers. Almost one year later our house is finally a home, and Gavigans had a huge impact on our lives. So complain all you want, Rob Gavigan removed the tears from my soul and has taught his sales staff to have a little heart. I recommend them to everyone I know.

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jim c 1234
Taneytown, US
Sep 05, 2012 7:13 pm EDT

that sounds like a nice story but if you google gavigans and go to cityysearch and read the reviews youll see jderek give his review and collinsv gives a response calling him stupid and a 10 yr old well collinsv is valerie collins the store manager the little angel you describe but i dont deal with management that calls thier customers stupid and nether should anybody

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Gavigan's Furniture Seat Cushions

My husband and i purchased a sofa / chair from gavigan's 12 / 07, delivery was 3 / 08, we have had nothing but problems with the sofa cushions that keep getting flat in less than 6 mos. , and have been replaced three times already. My husband & i are the only users of the furniture, and we don't abuse it, nor are we obese. I called the company which is england / subsidiary of lazyboy. The company has no problems replacing cushions since they have a 10 yr. Warranty on them, but the owner of gavigan's apparently does, he came to look at the sofa, said nothing was wrong with the cushions or sofa, and won't replace them again, even though the cushions are less than 50% of what they should be. The owner should be customer friendly, but he is obnoxious, ignorant, arrogant, and the customer is always wrong. I can't beleive how badly this man treated us, and acted like he was doing us a favor by replacing them one mre time, when they have a 10 yr. Warranty on them. So now i'm stuck with a sofa that we can't sit on, because you sink in it, due to no firmness in cushions, which i asked them to put high density material in them, however, england and gavigan's has declined the request. So, it really doesn't matter what the warranty is with the cushions, if the furniture store won't stand behind the warranty, the company (England) can't do anything about it. I purchased many furniture items with gavigan's, but we certainly won't step foot in the store ever again. We are going to request a representative from england look at the sofa and cushions to see if they will do anything different to resolve the problem.

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Update by rescuelady
May 04, 2013 10:59 am EDT

Update! On how I handled my useless L/R set from Gavigan's Furniture Store- England/Lazyboy sofa & chair and their lousy cushions. I got rid of the L/R set that was less than 2 yrs. old. I bought Flexsteel - Sofa & Chair and couldn't be happier. The frame is made of steel, and it will last a lifetime, the cushions are made with high density foam. I purchased it from Glen Echo Furniture in Belair, MD. It's a great company to do business, they bend over backwards to satisfy their customers. So now I finally have a wonderful L/R set that still looks like the day I bought it, and cushions are still firm. If not, they have a lifetime guarantee on them, and it will not be a problem to get them replaced.
Oh! When the furniture was delivered from Glen Echo, the owner is on the truck with the deliveries, the chair had a tiny flaw in the material, and he refused to leave it here. They brought me another one several days later. How many furniture owners actual will do that! AMEN

Update by rescuelady
Aug 31, 2009 6:17 pm EDT

Jen & Billy - I expected to spend alot of time on my sofa also, but because of our cushion problems, neither my husband or I use the sofa, so what good is it to me. When I have company over, they have commented how uncomfortable this wonderful sofa is, and I certainly didn't buy a sofa just to look at it, and now that the cushions SAG, it isn't even nice to look at anymore. I also don't hesitate to tell them where it was purchased and when, and also about how we were treated by Rob Gavigan-owner. So, maybe you didn't buy the type of sofa we did, and maybe your living room set will last longer. I spent good money on this set- had I known how I was going to be treated with a problem, I could have gone to Valu City and purchased one that would last as long as this one, for alot less money. I have talked to people at Janosik's and was told about several companies that sell good quality furniture and will stand behind it also. Even Gardiner's stands behind there furniture. To expect people to buy furniture with a 10 yr. warranty on cushions and not want to service them after a year and six months of having it, is bad customer service, and not a great company to do business. AMEN

Update by rescuelady
Aug 29, 2009 10:15 am EDT

I'm glad your experience with Gavigan's and the owner Rob Gavigan was better than what my husband and I experienced with him. Again, I purchased alot of furniture in the past from Gavigan's, and had no problems until this last purchase, but have told people and friends in my area who were interested in buying of our experience with the owner and how he handled our complaint, which he was totally rude and obnoxious. I understand the cushions are supposed to break in, but these cushions are less than 50% of what they should be, and that is breaking down in our opinion. Again, my complaint is not with England, they will replace the cushions with no problem, since the cushions have a 10 yr. warranty, It's the owner that refused to replace them. So, I have a useless sofa, that is not comfortable at all, and cushions just sink down to nothing. The sales person was totally aware of what we were looking for in a sofa/chair set, and wanted firm cushions, not sinking, saggy cushions, which is what I have, I have a bad back and can't handle sagging cushions and the set was delivered in 3/08. I don't expect sofa cushions to last 10 yrs., but I do expect them to last longer than 1 yr. 6mo., I think anyone buying a sofa/chair expects not to be buying another set in less than two years. Since Gavigan's and this wonderful owner will not stand by his furniture enough to have England replace these cushions or sofa, because without Gavigan's consent, England will do nothing. I will be looking for a new sofa and better company to deal with Johnny Janosik's in Delaware. I have bought for them in the past, they have quality furniture, and stand by their what they sell 100%, Thank God, because Gavigan's does not. I really think the owner made the above comment, not a customer, because the owner is not a nice person at all to deal with under these circumstances.

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Charli 1
, GB
Sep 01, 2018 5:00 am EDT
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Don't take money out out my bank card I want my £15 now! I haven't said you can take £15 out of my bank, you said you would
Give me £15! I'm not happy with this at all' so please sort it

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Bonnie Alkire
Buckhannon, US
Sep 23, 2014 8:43 am EDT

Here are a couple of pics, after 5-months of two medium sized people using them!

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Bonnie Alkire
Buckhannon, US
Sep 22, 2014 9:34 am EDT

Thinking we were doing ourselves a huge favor by going with England leathers sofas (two in family room), we are highly disappointed in the quality. We had them a year and a half when we had to have four cushion cores replaced - they were flatter than pancakes. Even though the company replaces them free under the warranty, the company who sold us the set charges $30.00 each to replace them! Also, the wood had split in one of the arms, and we had to pay to get that fixed. We had the cushion cores replaced this past April 2013, and they are flat again! The sofas look terrible, and the arm is still not stable. We are not going to go with this company again, either England or the company who sold them to us. The total cost for the repairs in April was around $170.00. When you pay $1, 200+ for each sofa, you don't expect these problems. We went with England because they are a Lazy Boy company and they are made in America. We are not big people and no kids at home, so this is ridiculous. I think next time we will go to Big Lots and just get something that we would expect to last 4-5 years and save our money! We are located in Central West Virginia, so the complaints are coming from everywhere. Will attach pics later today.

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Cynthia C
Wexford, US
Dec 03, 2013 1:37 pm EST
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I just bought England furniture at Levin Furniture in Wexford, PA. Within five months the "plastic legs" broke on both the sofa and the double chair and now just a few months later broke again. Levin said there is nothing they can do but replace the same plastic legs with new plastic legs. When I asked who to complain to about this they sent me on a wild goose chase of numbers. I finally got a hold of someone at England, and the representative on the phone said they can't return a couch for legs breaking a "few " times. The second time the legs broke was during a birthday party. Someone thin not heavy sat down on the couch and it collapsed. It was embarrassing. If my small dog, who goes under the couches all the time, would have been under there, she surely would not be with us now. I just can't believe how I was treated. I was treated as if this is no big deal. I spent what is good money to me on these couches. I had Bernhardt couches for nearly 10 years and they never broke just got all worn out in the seat cushions. But never collapsed! It is just so frustrating that I just have to live with this furniture until I can buy new ones. I feel completely let down by Levin Furniture. England is checking to see if there is any chance they can find wooden legs for the same couch. I will report back to you to see if that happens. FRUSTRATED FURNITURE OWNER!

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Jlyons
Urbana, US
Mar 06, 2013 1:44 pm EST
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My wife and I purchased an England sofa and love-seat from Cedarhill Furniture in Springfield, Ohio in July 2011. Like rescuelady, we have also had to have our cushions "restuffed" 3 times. Tomorrow we go to have them fixed again. Cedarhill told us we are the only one's that has happened to. They did say that England would replace them this time but we would have to pay the shipping. To their credit, Cedarhill said they would pay the shipping for us. If the cushions break down after 3 to 4 months like they have in the past, we'll just sell the couch and love-seat at a garage sale and go somewhere else for furniture from now on.

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carnegieron
Murphy, US
Oct 03, 2010 6:06 pm EDT
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I, too, have a similar problem that rescuelady posted. Our top cushions really flatten out. You can see the difference by looking at the center cushion which is rarely sat on. We dealt with Ritz Furniture in Murphy, NC and bought 2 like sofas and 2 like chairs from Ritz Furniture plus some other accessories. They did send one of their men out to replace the stuffing some time ago but after a short time it, too, flattened out. Last week when I went into Ritz Furniture in Murphy, NC the owner said I must be abusing the sofas. Now, there are only the 2 of us living here and we are well over 60. The owner of Ritz Furniture in Murphy, NC stated that England only will 'fix' problems 2 or 3 times. The owner also said that I was the only one that ever complained about this sofa and that they have sold many. The owner is suppose to send a factory rep out but I highly doubt the owner ever called England. In the meantime, my wife and I removed the old flat stuff and replaced 2 cushions with 4" memory foam, which is not cheap. The 2 seats look good now and feel soooo much better. In my opinion, this was a design flaw. But, not being a sofa maker, what do I know. Also, I will NOT do any future business with Ritz Furniture of Murphy, NC nor will I recommend Ritz Furniture to anyone. There are actually other places in Murphy, NC where I take my business and will appreciate my money more than Ritz Furniture. Btw, I am going to send a copy of this to England Furniture and see if I get any response and perhaps they will stand behind their 10 year guarantee.

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Laura in GB
Glen Burnie, US
Sep 17, 2010 6:24 pm EDT

I had a Great Experience! My parents bought from Gavigan's my first real bedroom came from the store in Dundalk. Now I live in Pasadena and my husband and I orderd our new bedroom from them about 4 months ago. It was deliverd with no problems. The airconditioning went out at our house of course on that extreme heat wave it was an oven in my house my new dresser drawers started to split. I called customer service told them what had happened that I new it was the heat that caused it (my spare bedroom door swelled up and craked too) they said that they appreciated my honesty and they got me the 2 drawers at no cost to me. I picked them up at the Glen Burnie store and switched them myself. Couldn't have been easier and i thank them for helping me because they could have charged me and they didn't.I work at a car dealership in the office and get complaints left and right. I can tell you from experience my work would have charged me if something happened that wasn't covered under warrenty I can promise you that.

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Linda Scher
Ossining, US
Jul 12, 2010 7:29 am EDT

In my opinion furniture stores buy from manufactures they get good deals from. England has to give them a better percentage of the sale they are acting in concert with one another one is a good guy the other plays the bad guy go to small claims court with all the poor stories on the internet regarding the problem and ask for a total refund. You acted in good faith the store and England did not they knowingly sold you a sofa that has a history of problems. These good reviews and probabally are friends of the store. Go for it, do not let anyone get away ripping you off. The worse that can happen is for $6.00 you are told a refund is not in the cards but they must repart the couch again. I do not see that happening. Small claims court must make you whole. Get off the couch and go to small claims court in your area where the couch was purchased. Do yourself a favor.

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JenandBilly
Westminster, US
Aug 04, 2009 1:49 pm EDT

I purchased England furniture from Gavigans over 2 yrs ago and love it, yes the custions break in not down. I have 2 boys and a husband who sleeps on the sofa, and England has lived up to my expectations. As a matter of fact I had some slight imperfections in the fabric so I called customer service and they had their service tech to my house within 30 days, a very reasonable time frame. Unbenounced to me I had Rob Gavigan in my home, he agreed the fabric had a legitimate flaw and had it replaced, couldn't be nicer. Although I don't expect my cushions to last 10 years because we really live on our furniture, that is my realistic way of thinking. Thank you Gavigans, I hope you are here for a long time to come. Jen and Billy
Owings Mills

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furntechmd
Westminster, US
Jul 29, 2009 8:14 pm EDT

For the record I'm an independant furniture repair tech and I have done work for the gavigan's in the past as well as the other top furniture stores in maryland. take this for what you will, alot of consumers think that their cusions break down but in most cases that is not the case i've seen every furniture manufacter out there and yes I've seen england out in the field. although anything can happen nothing is perfect I've never seen cusions break dow "flatten"(on a respectful brand) in 6 months Most likely they are broken in and it doesn't look like you just opened the sofa. Although I dont have a horse in this race not for gavigan's not for england or consumer I do think it is important to be educated

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Gavigan's Furniture bad cushion

I bought a England furniture and the cushon are all out of shape the spring in one of the chair is fall in and we call art van and they would do nothing about it, We bought them on 8/05. I thought that they was good for ten years.

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Update by rubberbummer
Jun 25, 2009 12:44 pm EDT

I think that thet should replace them

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Dawn Hoerr
Forest Hill, US
Aug 22, 2022 1:45 pm EDT

recliner is not working correctly. It makes a loud sound every time you use it.

Springs on the couch are not right you sink down like the springs are not working. Hard to sit down without sinking into the couch.

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rescuelady
Dundalk, US
May 04, 2013 10:29 am EDT

Have you called England/Lazyboy serviec dept. to replace the cushions, they will do it, unless they need approval from the furniture store you purchased them. That was the problem I had- Gavigan's Furniture in Baltimore, the owner refused to approve having new cushions, even though the warrantee for them is 10 yrs.
I sold my L/R set, and got Flexsteel and have been totally happy, it is very sturdy, high density cushions, and will replace them with no problems, if needed. This furniture will last a long time, the frame is steel, not junky materials. Good Luck!

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julia cobb
, US
Jun 25, 2012 7:52 am EDT

My sofa cushions are terrible.The sofa is rarely used because it it so hard to get comfortable on it.The cushions are guaranteed for ten years and I would like them replaced.

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rescuelady
Dundalk, US
Aug 29, 2009 10:34 am EDT

Don't blame England, blame the furniture store you bought the chair from, because they are the people who have the final approval of getting new cushions. England/Lazyboy has their hands tied when it comes to replacing them. I'm fighting the same problem in Baltimore, MD with Gavigan's Furniture, and England customer service told me that they would replace them, but only on the authority of the furniture store from which it was purchased, which is Gavigan's, if you know anyone in Maryland buying furniture, they may want to buy from a more reputable store.

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rescuelady
Dundalk, US
Jul 16, 2009 2:24 pm EDT

They should be replaced with high density material, that's what I'm fighting for too.

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