Nivia· 1★ · 2026-07-22T01:41:00.426541256Z
I am writing to bring a serious customer service and professionalism concern to your attention regarding an interaction I had with Greg Rose.
As an organization that promotes community support and assistance for individuals in challenging circumstances, I expected a baseline of empathy, understanding, and respectful communication. Unfortunately, my experience with Greg was the exact opposite.
I am a full-time student working hard to get my family back on our feet, and when I encountered an unexpected scheduling conflict due to an externship and reached out to coordinate, Greg was exceedingly rigid, blunt, and dismissive. When I explained the hardship of my situation that I had just moved and was sleeping on hardwood floors he offered no grace, flexibility, or professional courtesy. His tone throughout our text exchange felt unnecessarily cold and unhelpful, and when I politely bowed out, the interaction ended with a curt and unprofessional response.
For a program designed to uplift people in need, staff interactions should make clients feel supported rather than dismissed or degraded. I am sharing this feedback so that management can address these communication standards with Greg and ensure others do not experience this same lack of basic empathy. As low income families we are already going through enough and sometimes it's hard to ask for help but to be met with no empathy was devastating to me. My children thought they were getting beds, and furniture to sit on soon but now it's back to the drawing board because I'm too embarrassed to seek help from anywhere else. You just never know what someone else is dealing with and that's why I approach every situation with a open mind and heart and I don't judge people under any circumstances. The fact that he asked what I would like to change it to hurt even more when he dismissed me and didn't attempt to accommodate me at all. I decided not to get any furniture from the company.
Thank you for your time and attention to this matter. I will include pictures of our text exchange.
View on GoogleMatthew Shutter· 5★ · 2026-07-12T15:30:42.730170381Z
Great organization and extremely friendly customer service. I was informed every step of the way during the furniture pick up process. The Furniture Bank also has an app that tracks the entire process including where the truck is, and how many people are in front of you. The app tells you where in the area they are, and the time they will be at your place. There is a small fee for pick up, which in my book was nothing compared to getting rid of the soda on my home. And at least I know my sofa will go to a deserving family that needs it.
View on GoogleMelissa Guardiola· 5★ · 2026-07-22T19:37:49.517526879Z
Great customer service which also included the delivery guys setting up my dining room table and connecting my sectional for me, which is really helpful! I am very appreciative to the Furniture Bank! Starting over is not easy, especially when you’re limited to funds🙏🏼
View on GoogleYazeed Radwan· 1★ · 2026-06-26T16:13:03.867739451Z
Terrible experience. Wanted to donate 5 perfectly good beds to them to help out people that need them . They charge $65 to pick up (includes up to 10 items) .. I was ok with that as I understand they has costs to pick up .... The representative told me clearly "Mattresses and box springs count as 1 item" . After sending pictures of all my items they said they can't do it for $65 because I have 11 items.. instead of 10 lol....(they count the mattress and box springs separately all of a sudden) . They are not looking to help people in the community, they are a regular business like anyone else looking to nickel and dime you and make money off fees. It's sad you can't even easily "donate" (which is essentially paying them $65 pick up fee to donate Items they sell).
View on GoogleAyloyal1 David· 1★ · 2026-06-10T20:53:49.546240928Z
I would always bring mattresses here, driving over an hour each time. Today, they told me they can't accept a single mattress. I've been a long-term customer who has given these people thousands of dollars. They should have provided the courtesy to accept this one last load, but instead chose to screw me and send me away. Now, my entire day was set back, and I'm stuck with a dozen mattresses that I don't know what to do with, so I took the loss. The customer should NEVER take the loss. So hopefully this feedback can prevent others from experiencing the same.
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