Disappointed Returning Customer - Decline in Service and Professionalism…read moreI was referred to Home Furniture on Airline Hwy in Baton Rouge by a repeat customer back in 2023. After work one evening, I stopped by the store in my work attire to purchase new dining and living room sets. Kenn, the representative who helped me, was very professional and helpful. Within an hour, he completed my sale, secured delivery, and added a 5-year warranty. It was my first major furniture purchase, and I left extremely satisfied -- even recommending the store to others.
In 2025, I returned to process a warranty claim for a damaged furniture piece, and this experience was completely different. When I walked in on my day off, Sonia greeted me kindly and began assisting right away. She mentioned that Kenn, now in management, would be with me after his meeting. This second visit took much longer than my first one, and when Kenn finally assisted, his behavior, body language, and communication made me feel as though I wasn't being heard. It was disappointing to see such a change in professionalism from someone who once provided great service.
As Sonia and I finalized the replacement order, another employee, Harry, called across the store loudly saying I could pick up my furniture on a certain day and time. He yelled the information rather than walking over to inform us of a quicker way to get my furniture than delivery, which felt highly unprofessional and inappropriate. Sonia and I continued with the delivery option. Two days before delivery, I returned to ask if I could pick up the furniture instead. A young lady at the register started to help but called for Sonia, and Kenn stepped in, completed the paperwork, and told me I could pick it up the next day.
This visit felt nothing like my first one. Ironically, the delivery personnel were more helpful and courteous than the store personnel and management I dealt with. The only noticeable difference was how I was dressed. I left feeling stereotyped and undervalued, which was disappointing after once being such a satisfied customer. I hope management reflects on this and ensures every customer receives the same level of respect and professionalism, no matter their appearance.