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Art Van customers grow frustrated, say they feel left in the dark following closure

Posted at 5:33 PM, Mar 09, 2020
and last updated 2020-03-09 17:35:40-04

CHESTERFIELD, Mich. (WXYZ) — 7 Action News has heard from many people over the weekend who say they paid for furniture they haven't received and can't get clear answers about whether they will get their orders or their money returned.

Art Van closed its stores suddenly Saturday afternoon saying they would reopen Monday afternoon and address questions then. However, even communication about the closure proved to be more complicated. At the Chesterfield location there are signs on the door that clearly state the store is closed Sunday and would re-open Monday at 2 p.m., but still a line formed outside the door.

Customers said the manager promised to open the doors at noon specifically for pick ups of pre-paid orders. Some of these customers even brought trucks. Those doors never opened, they remained closed as the signs said they would.

"I wanted to cry," says Heather Morris who was turned away from the Art Van store in Chesterfield on Saturday around 4:30 p.m. She was told the furniture she bought 10 days ago wouldn’t be delivered as scheduled.

"I purchased a sectional, an area rug, a console and an ottoman," Morris said.

That furniture cost Morris nearly $2,000.

"When they said 'no deliveries,' I asked, 'Am I going to get a refund?'" she said. "They said 'no, just in store credit.' But what good is in store credit when you're bankrupt and no one is going in or out of your stores."

On Saturday, Art Van stores unexpectedly closed early. A company spokesperson said all stores would be closed until Monday afternoon so they can restock, but the sign on the front door of the Chesterfield location said the store was closed for employee safety, which has some customers doubtful that the store will re-open at all.

Morris just bought her new furniture a little over a week ago and now says she feels tricked.

"The stores probably didn’t know, but corporate definitely knew on the 25th what was going on," Morris said.

Surprisingly, a delivery truck pulled up to her house after our camera crews left. Morris says they brought a couch, but it wasn’t the sectional she ordered so she asked them to take it back. She was told that her other items were still at the Chesterfield store, which is closed.

Morris now wonders will she ever see the furniture she bought or her money again?

"I’m a single mom with three college girls and $2,000 is a lot of money," Morris said.

7 Action News reached out to the Art Van spokesperson and were told that no answers to questions can be provided until Monday afternoon when they reopen.