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Mace Bros. Kearny NJ makes you feel like a criminal

Have not been to Mace Bros. furniture in several years. Boy was I disappointed recently. I went in just to look around. I told the sales person I just wanted to browse. She said okay. Every time I turned around she was there. Every floor I went to there she was. When I looked at her she made believe she was checking something. I felt like a criminal. I was the only customer in the store and now I know why. I actually ran down the back stairs and out the front door. She probably could not figure out where I went. Poor girl, must have frustrated her that she lost sight of me. I would never set foot in this establishment again. The quality is poor and the help sneaky. If I needed help I would have asked. The salesperson was not trying to be helpful, just spying on what I was doing. What did she think I was going to do; walk out the front door with a bed or couch?
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1 comment
#372462

I need a rocking chair and see these posts. They forever have jobs open there in Observer.

Strange place it is. Thought it may be convenient to shop in town, now I won't, thanks.

ID
#243631 Review #243631 is a subjective opinion of poster.
Location
Nutley, New Jersey

Promised delivery within 3-8 weeks

I went to buy an entertainment center. The salesman told me 3-8 weeks. Letting me beleive that is might come sooner. It is now past that time. My husband has passed away recently and I don not this kind of stress right now. I am still wating for that entertainment center. I was told it was coming from NC. Now I am told Calfornia. At this point I don't care if it is coming from Siberia. I no longer want it. I just want my deposit back. THe manager is horrible. I have already contacted the Better Businesss bureau with a complaint and I am thinking about contacting the tv station about this. Dont go to Mace. They are horrible and customer service is not want they do.
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ID
#138436 Review #138436 is a subjective opinion of poster.
Location
Emerson, New Jersey
Junior Reviewer

Mace Bros in Kearny NJ is terrible.

I recently received a recliner from Mace Bros and even though everything has finally worked out, I thought the whole manner of their customer service was terrible. Back in January, I ordered a particular recliner made by best which the store didn't have in stock. I finally received it on 4/26/08. I didn't understand why I was waiting so long but according to the store, this manufacturer has a set minimum number of orders that have to be processed before the orders are shipped out to the store because of the gas prices. So after receiving the chair on 4/26/08, everything with it seemed OK and I signed the receipt that I received the chair in good condition. But then after I started using it, I noticed there was a noise in the spring right along the side of the chair. It's a spring stretched out in a long coil. Once I contacted the store about this, the way they handled it was a nightmare. Instead of sending somebody to my house to look at the problem, the store took the chair back to their warehouse to reinspect it. That is so inefficient and how in the world can you hear noise in a piece of furniture if you're testing it out in a warehouse? Warehouses tend to be noisy. If the problem were examined at the customer's house, then the store could see exactly how the furniture is arranged and how the customer is using it. After only a few days, the store owner called back to tell me they saw nothing wrong with the chair. She claimed to have four witnesses all of whom said the same thing. Basically they didn't believe me. She insisted "I didn't say that" but kept telling me that because she has four witnesses who all think the chair is fine, she has to go by what they say so to me, whatever the customer thinks doesn't matter. All they did was sit and recline in the chair and said it was fine. They didn't bother to take it apart and at least try to fix it, even though the contract I signed stipulates that they service all manufacturing defects within a year. After telling me that, the store owner wanted me to come to *their* warehouse to show them what I was talking about; otherwise, they weren't going to do anything about it. I was mad and I told the store owner that I refused to go to their warehouse to prove my point because that is ridiculous. I made it very clear that there was no way I was taking that chair back. Once a piece of furniture makes noise in the springs right from the beginning, that's not a good sign. There is no reason for a store to be arguing with the customer like that. I know what I heard in that chair every time I used it. I requested to have my money returned but the store owner said this was a "non-cancellable" item and that they are not going to refund my money on something that was in my house for 3 weeks. It's not like I had it in my house for a year and sometimes you don't pick up on problems with furniture until after you start using it. 3 weeks isn't long at all. I had a similar problem happen with a sofa I had ordered from Levitz. Somebody was sent to my house and determined that it would be a 2 hour job to fix the problem. I then requested to have that sofa replaced with a new one of the same kind and ever since then, I haven't had any more problems. I was thinking of possibly getting a local TV news fact finding investigator involved or taking this matter to small claims court but I decided the simplest thing would be to replace the chair which I did. I wound up going back to the store and ordering a floor sample so that way there would be no question of what I was getting and where it came from. I have received it and it's 100 times better than the defective one. Meanwhile, the replacement chair I ordered was cheaper than the first one because of a Memorial Day sale but despite that, the store owner would not refund the difference. The store owner would only issue a store credit so even though I have vowed to never do business with that store again in the future, I had to go back to the store to spend my credit on something. I wound up getting a beautiful new traditional lamp so at least I came away with something extra and I needed a bigger lamp that has better reading light. I really didn't want to go back to that store to buy more items but I was left with no other choice unless I wanted my remaining balance to be wasted. And here is something else I had never heard of: If I had decided *not* to exchange the recliner, the store would have charged me a 25% restocking fee and then refunded the rest of my money which I don't think is fair. That would have been 100 bucks down the drain. Why should a customer be penalized like that...just because *they* think nothing is wrong with that chair? It wasn't my fault that this first chair was defective. I have never heard of a restocking fee. I think the lesson in all of this is to be very skeptical when shopping for furniture at small locally owned stores. If I buy furniture again in the future, I'm going to stick with the chain stores that seem to have more standardized policies.
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11 comments
#650401

I made the mistake of buying furniture here. Showed us something and delivered something totally different.

Extremely unprofessional. Don't waste your time or money.

#443423

Don't waste your time! They will try to push cheap products at high prices.

#404697

Poor quality and even worse service. Would not recommend this store.

#392895

I will never deal with Mace Brothers again! The service and was terrible and they misrepresented there product.

When I ask for help with the matter they were rude and unprofessional. This is the first time I have ever felt I needed to right a review.

#223197

I found the staff to be professional and willing to work with you.

Don't even go to Raymour & Flanigan they are much more expensive

than Mace Brothers and you get the same exact brand.

Thanks Diane for all of your help. :

#174191

After doing some research on this company I am glad to see that I am not the only one that has had problems with this store! Mace Brothers is just Horrible.

They do not help when you have problems with the furniture that THEY sold. Never going their again.

My daughter just bought a house and I will not take her to Mace Brothers not even to furnish one single room. PERIOD.

#34685

I purchased a bedroom set about 3 years ago at Mace for about $5000.00 not cheap, I was not impressed by the customer service but I loved the set, when it came to delivery, they where kind enough to make an exception and delivery my furniture on a Saturday which was not a normal delivery day for my area of town.... Unfortunatley they delivered the wrong size head & base board, so I had to wait and additional week for that...not a horrible thing, it wasn't the end of the world..after the initial delivery I tipped the head delivery man and said this is for the two of you...can you believe that the other driver had the nerve to come back after they had left, ring my doorbell and ask me how much of a tip I gave the other guy..

(unbelievable).....so here I am about three years later and I take excellent care of all I own and I look at my furniture and the wood looks dull and cheap, I have always used quality wood polishers and don't understand why this is, maybe it wasn't as great quality as I thought, regardless that was three years ago and I really can't say that the furniture is not of quality.....

I just moved and am looking to buy new couches, when I came across this site, I was considering going to Mace once again but after reading the comment by Mace (*** back off).. I would NEVER step in that store again and will definately pass the word on to say NO TO MACE...seriously, as a business and a person you need to learn respect and grow up, without the consumers you wouldn't have a business.....I'm going to Macy's....

#33901

I know. That manager of Mace Bros is not very nice at all.

She just cuts you off and doesn't listen. She can be nasty. I'm not saying this to be mean but I really don't like her. I don't think she understands how to deal with people.

It's a very old family owned business so who knows. At least it worked out for me in the end with the floor sample but they really need to be more professional with customers. I knew I couldn't be the only one who felt this way. I thought it was pitiful the way that store would only issue me a credit instead of refunding the difference.

Go to a reputable chain furniture store next time. At least that's what I learned. I've heard Jennifer Convertibles. You also have Seaman's, Raymour & Flanigan - and I think now we have Bassett Furniture somewhere.

It's too bad Levitz is out of business but the Paramus area has a ton of reputable furniture stores.

The corporate chain stores deal with a greater volume and diversity of customers which seems to give them a much better advantage. They don't argue with customers and will usually make more effort to make good on defective furniture.

#32051

MACE BROTHERS DOESN'T UNDERSTAND THE MEANING OF MAKING IT RIGHT WITH THE CUSTOMER. THE MANAGER DOESN'T WANT TO LISTEN TO ANY COMPLAINTS.

I'LL NEVER BUY FURNITURE THERE AGAIN. :(

#28754

This one sounds like a real raving nut case--whine, whine, whine--UGH.Mace has excellent, personal customer service from my experience!

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ID
#122727 Review #122727 is a subjective opinion of poster.
Location
Riverdale, New Jersey

About

Summary

Mace Bros is a furniture company that works in this business since 1952. Company is located in Kearny, New Jersey. Mace Bros has 7 levels showroom with customer upholstery, solid wood bedrooms and dining rooms, children’s furniture, reclining and stationary chairs, entertainment units, bedding. Dealing with this company customers get floor plans and decorating tips, 3.5% UEZ sales tax, expert delivery and set up by company’s professional delivery team. floor plans and decorating tips deal with such brands as Action Lane, Amisco, Chromcraft, Cox, Fairield, Fashion Bed Group, Flexsteel, La-Z-Boy, Med Lift, Linon, Vermont Precision, Stanley, Smith Brothers, Sunset Trading and many more.

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