Ruby-Gordon Inc

We purchased a dining room set as well as bedroom set from Ruby Gordon furniture on 12÷30÷15 that was delivered on 12÷31÷15. When the dining room set was delivered 5 of the 6 chairs were wobbling or had piping around the cushion missing. The table had finish lifting on it as well. I called after the furniture was delivered and had to wait hours for a return call. Ruby Gordon refuses to allow you to speak to a manager or the owner and the receptionists are rude and push you around. After waiting hours and in tears I got a call back and the service manager, David was rude and belittling and said their service repair man would need to come out and decide what needed to be done even though this was a brand new set apparently they wanted to attempt to fix brand new furniture. I had to wait over a week for that person to come to our house and he was appalled by the delivery. David once the service man reported what he observed reordered the five chairs and table. The service company refused to fix such a disgrace of a mess. We had to wait SIX WEEKS for the new furniture to be delivered. Upon delivery on 2÷11÷16, one chair had a massive stain and the table had a large crack on the side and dinged legs. Again, I had to contact David at Ruby Gordon who was belittling to me and explained that there was a process to this and nothing he could do even though the furniture delivery men left 5 minutes earlier. My husband attempted to call on 2÷12÷16 to speak to a manager and we were told by the receptionist that the only person we could speak to was David. You are not able to speak to a store manager, sales manager, operations manager, owner, etc. Yet the funny thing is when we spent over $ 4300 the owner couldn’t wait to speak to us the day we made the purchase. We are now waiting on a solution to $ 2,600.07 worth of dining room furniture and have requested for it to be picked up and for us to be refunded the full amount ASAP. This has gone on long enough. Ruby Gordon sells less than desirable products and it’s customer service is demeaning, hurtful, and makes you feel robbed blind. We are a young family and this was a major purchase we saved almost two years to make.
We just want the dining room set to be picked up ASAP and the full amount we paid for the set refunded to our credit card. We do not want to do business with Ruby Gordon now or ever again. They do not stand behind their sales and offer a terrible customer service experience.

A couple times a year Ruby Gordon usually has 50% off deals (but really I’m sure the initial prices are somewhat inflated) with free shipping and great financing options. Their staff will immediately meet you at the door upon entering, but are not that pushy if you let them know you are just planning on doing some browsing.
We stopped by most recently looking for a new couch for the living room and ended up purchasing a dual power reclining sofa. For several of the brands they have a large variety of different cloths, leathers and colors to choose from so you can customize your furniture. The sofa was a decent deal at $ 1299 and only $ 99 for a 5 yr warranty that sounded pretty decent. Shipping was free, which is a nice plus. Customizing your own furniture does add some wait time — approx. 5 weeks for delivery.
We visited in the past and purchased a coffee table & end tables for the living room. The tables were wonderful quality and are holding up great.
Diana was the salesperson we dealt with this recent trip and it was a wonderful experience. I highly recommend checking them out next time you need some furniture, mattresses.

Great family owned business. Amazing caring staff. Best furniture store in all of Rochester.

Went to this location and spent $ 2500 on a new Klaussner couch. This couch came with a 7 year warranty and I spent the extra money on the scratch guard warranty. This was 2 and a half years ago, fast forward to today and I have a small warranty issue … the frame snapped in half (believe it or not there was no foul play, just normal wear and tear). And this I am ok with, what I am not ok with is finding out that the warranty on the frame really only comes parts and it doesn’t cover the labor. I do not understand how someone can say there is a 7 year warranty on the frame but expect the consumer to cover the costs for the company to come out and do the repair. I spoke with the service manager and got nowhere. I told him I don’t want to spend money on an old couch and would rather have a credit to buy a new one (any amount), but his strong lack of care overpowered any consideration of this. I went to another local furniture that manufactures there own furniture (starts with an A, in wegmans plaza) and they said that’s ridiculous and they do not make there customers pay the labor on warranty problems. I sent a message to customer service, if anything changes I will update this review.

Best locally owned and operated furniture store in Rochester! Everyone that works there really cares and works hard to find exactly what you are looking for to make your house a home. They offer a level of customization options that is unparalleled in Rochester.

The customer service was very nice. But double check your bill before signing the got the price wrong on one item. No bother to say «Oh, so sorry!» In fact there was not really any reaction, which makes me thinks that it was common practice here to sneak in few more dollars from their costumers.