Our promise. We provide a buying advantage with verified reviews and unbiased editorial research.
About Furnitureland South
We are the World's Largest Furniture Store, the one-stop-shop for the best brands at the lowest prices. At over 1.3 million square feet, we are the single largest furniture store in the world, located in the furniture capital of the world. You have to see it to believe it. Choose from over 150 design consultants to help you design your perfect room. Save time, save money, furnish your home - all at Furnitureland South.
Furnitureland South Reviews
A link has directed you to this review. Its location on this page may change next time you visit.
- 4,244,075 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
I bought a new sofa and loveseat at Furnitureland South in spring 2012. Wrong inside cushions were delivered. It took 2 months to get a new set and then I had to do all the replacements myself. Upon doing this, I noticed that all the interior seams are unraveling and opening up. In other words, the sofa and loveseat are literally falling apart. You cannot even zip the cushions closed due to all the threads that get caught in the zipper. You can email them over and over. Sales people just brush off. Customer service couldn't care less. I have never seen anything like this. And then, I saw all the bad reviews online. It seems I'm not alone. I am still waiting for them to do something about this. It's now January 2013!
I never even got to the stage of ordering furniture because to get hold of a salesperson takes forever. And when you do get one on the phone, they're not interested in helping and don't even seem interested in making a sale. I first sent an online request asking for information on furniture. I provided the collection name and the model numbers. I received an email from Daniel ** and 2 weeks later, still hadn't heard from him. Then, I called directly and spoke with Rex who clearly wasn't interested in helping me place an order. He sounded rushed and was not at all helpful.
Prior to even getting through to Rex, I had called the sales number several times and was either put on hold for at least 10 minutes at a time or I'd get through (or so it sounded) and then I'd just get disconnected. The woman who answers the phone, Vickie I believe, is just as rude as the sales people. I was ready to spend a good $13,000 on furniture, but I just can't see patronizing a place that doesn't care to respond to emails or pick up the phone or just be pleasant. Horrible organization; I'll pay more and go the Hickory Furniture Mart. They don't offer free shipping as often as Furnitureland South, but they are so much more pleasant to deal with.
I’m sorry to hear about your experience. For forty three years our business has been built on personal relationships and exceptional service. What happened to you is inexcusable and we will address it with the individuals involved. I would like to offer to have Tracy Dunn assist you. She is an incredibly talented design consultant with the heart of a servant and an unparalleled attention to detail.I will send a private response to which you can reply to make sure that your privacy is protected. Again, I apologize for the inconvenience. We want to make sure every relationship we have is a positive one.
Furnitureland South, Inc.
I purchased Hancock & Moore city sofa from Furnitureland South. The sofa is covered in a fabric called married leather which looks and feels like plastic. Unfortunately, I relied on the brand name of Hancock & Moore without first identifying what is meant by married leather and I did not receive a swatch of the material. I was shocked when I received the sofa.
In fact, we have not sat on the sofa since its delivery. I began seeking a way to exchange the item. I sent my concern to Hancock & Moore and they put me in contact with a representative of Furnitureland South. I told HM that I simply wanted to return the sofa and upgrade the fabric to a real leather. To fast forward, Furnitureland South said I must pay one third of the cost to return the item, I agreed. I'm still waiting for someone to respond to my message. It has been one of the worst experiences for me. I would not recommend this sofa or the sales staff at Furnitureland South to anyone.
My husband and I made a trip to NC (5-hour drive), where we spent the night and worked with a designer by the name of Lorie. It started out well. There were lots of selection, huge showroom, and we found tons to buy. We visited in January 2011 because we wanted the furniture no later than June 15. We requested to make an order on the furniture through Lorie but it took until March to finally get it on paper. This was not due to our procrastination. This was due to Lorie's busy schedule, several days away from the office and just getting her to put everything down on paper. We put almost $10,000 down in March (half of the purchase amount). I didn't hear anything and would email Lorie for progress reports. She wouldn't reply until my 2nd or 3rd prompt. I was beginning to worry about the solvency of the company. I was afraid they were using my money to provide orders for others and waiting for new orders to pay for our order. This happened to us before with a large furniture company.
Finally in mid-July, the items were delivered. Everything was in good condition and appeared as promised. Our only problem was pillows. They came with fringes that didn't match, one with cording and one without. I had purchased expensive fringe to add to two pillows and they came with an alternate fringe. My expensive fringe was not used. One pillow had an obvious oily stain, as if it had been dragged across a workroom floor and then put in a box and shipped. I immediately reported the problems with several pictures to Vanessa (who by the way was wonderful and the only person at Furnitureland South providing customer service). It is now almost June 2012 and unbelievably, this problem is still not resolved. I shipped the pillows back in July 2011 and they lost them for several months. After getting a supervisor involved, they were finally located. I got them back, supposedly repaired but one was sent back untouched and uncorrected.
Again, Vanessa stepped in to help and I am mailing the pillow back directly to Huntington House to get the final correction. The oily stained pillow never was cleaned and they offered to send a tech but, hello, no tech is in sight after asking at least three times. I'm giving up on that. I will take the pillow to the cleaner and pay for the cleaning myself. I had ordered from Furnitureland South in the past without problem but this time, there were just too many problems that have taken too long to resolve. I will not be going back and would not recommend them!
One upholstered Sherrill chair had a tuck in the front kick pleat. The material on both chairs was badly wrinkled. Furnitureland South sent a rep out after I sent them pictures. He did not attempt to remove kick pleat to fix the tuck, but he did try steaming wrinkles and the fabric became stretched out. The chairs were picked up on 3/7/12 by Furnitureland South and they are still in their warehouse. Sherrill has not even seen them. The Sherrill rep will try and see the chairs in a few weeks, I was told.
I am very disappointed with Furnitureland South. My husband and I bought a bedroom set and Spring Air mattress in August 2011. The mattress is bad and FLS refuses to do anything about it. They sent a "technician" from Raleigh to take pictures and measurements. He actually called himself a glorified photographer. FLS never called me back so I called them. I got transferred a few times and ended up with Kyle. He was polite but didn't do anything because he said there has to be 1 1/2 inch depression in the mattress to consider it defective. What? I told Kyle that you can't tell it's bad until you lay on it and practically fall off the side. Kyle said he would have someone call me back and of course that never happened. Very disappointed and I'm relaying our experience with everyone I know.
This is the worst buying and customer service I've ever experienced. I purchased a Hooker wall unit in Jan. from this business. During April delivery inspection, I discovered numerous defects to include repaired drawers and damage to hutch backing. The unit was sold as brand new, not refurbished. I annotated on the delivery form and discussed with Furnitureland South rep. She said to accept the unit and that she would ensure proper replacement would be shipped to address deficiencies. After numerous calls, discussions, and threats we still have no remedy. Be forewarned. Never accept damaged goods and only deal with viable and reliable firms over the internet. I've learned my lesson.
In the past six years, my husband and I have purchased many pieces from Furnitureland South and have dealt with different sales people all with great results. Each piece of furniture came when promised and was in perfect condition.
We will continue to do business with them. The only problem is that I am running out of rooms to furnish!
I Flew into NC specifically to Furnitureland South to furnish our new home. We spent 3 days with a salesperson named Bill ** and only ordered half of what we intended to buy. He was slow, unprofessional and lazy. The pricing was wrong and had to be rectified with a $1,000.00 credit, which took many calls to get. Upon delivery, the items we ordered were in poor quality condition. We have spent numerous hours, days, weeks trying to rectify the issues and no one will call us back. We have paid almost $40 K up front and have no recourse. We have called the president's office, Mr. ** and sent him letters and there was no response.
At the end of April 2010, we ordered from Furnitureland South (FLS) a Bernhardt dining room set comprised of a table, 10 chairs, and a China/buffet. We were told 8-12 weeks for delivery. It did not come for 16 weeks because it was "back-ordered. " When delivered, the China/buffet did not match the rest of the set. The top of the China did not match the bottom. We could only work through FLS and they attempted to get another top. Three tops later, none matched. The two were damaged.
It's been 5+ months and we decided to cancel our order because we would have to wait until another production run was done on the China in January. And then, we'd still have no guarantee. We requested a discount for the delay and none was offered. We have canceled our order and are awaiting a refund of our deposit. I'm very disappointed in both Bernhardt and FLS.
I just wanted to say that when I called the store in late October, she could not tell me if they would be open on November 26 or November 27, 2009. It is important to us, as we will be traveling a considerable distance and would need to know. There is no information on their website noting any special hours either. I thought that was a very poor response.
Warning, beware of the free delivery promotion. It is not free delivery; the delivery charge is just added into the price of the furniture. I should have known nothing is free. Furnitureland South is a rip-off and should be ashamed they promote free delivery when it's not actually free.
I ordered a Natuzzi sectional sofa in September. We needed to special order an armless chair from the manufacturer that my salesperson, Don **, said would take 6-8 weeks. We also ordered a hooker entertainment center. When our furniture arrived in early December, we noticed that one piece was missing, the armless chair. The entertainment center was damaged and the driver blamed the warehouse. We refused that piece. I called at that time and spoke to Don who explained to me that the armless chair was coming from Italy and would take 20 weeks. I also called and spoke the next day to Don's manager, Jonathan **, who told me that if I read my paperwork, I would have noticed that it was due in 20 weeks.
I explained to Mr. ** that if the salesperson would have advised me, I would not have ordered that piece. He said he would investigate and get back to me. I have not heard from him since. I did receive a call from customer service telling me my chair would arrive in February. I won't hold my breath. Also after inspection of the rest of the sofa, we noticed that the lounge top was uneven. We spoke to Jaye ** who said that we would have two choices: one, we could contact a local leather repair company or they could pick it up to inspect and advise us. We chose the former and had that inspected on 12/23. We sent in his report and were told the factory rep would review and get back to us on the action needed.
The entertainment center was going to be delivered this past Saturday, 1/3. We received a call on 12/31 telling us that it had some blemishes on the top, they would repair it in-house, and it would be delivered this week. We have not heard back from them since. I must admit that this is the worst furniture buying experience that I have ever encountered. They are the least professional organization I have ever dealt with. They take your money and run. I will inform all my family, friends and neighbors not to shop there.
We ordered a family room set in January 2008 and a bedroom set in March 2008. Upon delivery of the family room in July 2008, I received 2 chairs with the wrong feet, a broken ottoman, and the wrong height kitchen table. After calling FLS and complaining they notified me that the manufacturer of the kitchen table went out of business, therefore, leaving me with 4 orphan fabric parsons chairs and no table.
In July they also delivered my bed with a mattress and box spring. The king size bed had a ding in the wood, but I accepted it anyways, which I probably should not have done. Not really knowing much about box springs, the box spring that we ordered was a standard size and not the low-profile box spring which should have been ordered. So, a few weeks after this delivery I went to FLS and found almost the exact same table base in the clearance center.
Even though FLS was well aware of all of our problems, they refused to sell me the table base unless we purchased the complete set. So, we picked out another table, which of course was a higher price and on top of that, they wanted to charge us for delivery again but I would not budge, especially since it was FLS mistake to begin with.
In September, they redelivered the ottoman, the feet for the chair and the box springs. What we got was an ottoman that was still broken, the correct feet for the chairs, but the feet only correctly fit one chair, and 2 box springs for our king size bed which were the wrong size. So, the box springs went back again, the broken ottoman went back again and the chair with the feet that didn't fit all went back...we are awaiting round three of things to be fixed and delivered correctly, meanwhile, I have contacted the 'Better Business Bureau' to help resolve these problems. You would think that maybe we didn't pay our bill, but the bill for all delivered pieces has been paid in full a while ago, so FLS has our money and our furniture - I would never go back there again, and I will never recommend them to anyone, we have had nothing but problems with FLS!
Well, the consequences of it all is, I have a partially finished family room, a bed I'd really like to sleep in but can't, a kitchen table base that now cost me more than the original table base and 4 orphan chairs which I agreed to keep and make into a dining room, but now I need a dining room table !
They messed up on delivery dates. Some of the furniture arrived with severe damages, ie: one chair had such major dents it looked like a fork lift had chewed into it. One lamp shade was bent. The bed that I was told would disassemble would not and could not go up our stairs. Our sofa was upholstered in the wrong fabric. And when a small scratch was found in another chair, the delivery guy took a furniture pen and "filled it in." VERY CLASSY. The sales person washes her hands like Pontious Pilot and you are left to deal with customer service. I am awaiting a refund, though they said they want to "fix the situation" rather than refunding my money. This is a horrible place. I will never set foot again.
On September 24, the Flexsteel sofa we ordered on June 27 finally arrived (we were told it would take 4-6 weeks). I understand the difficulties of dealing with manufacturers but I believe the length of time on this was a bit excessive. Nevertheless, the furniture arrived in good condition and the delivery men were polite and careful moving and setting up the furniture.
However, an incident arose, the outcome of which insures that we will never again deal with Furnitureland South.
On Friday, my husband made a special trip to the bank for a Cashier's check because we were told by Furnitureland South that they did not take personal checks. I was out of town over the weekend and didn't see where my husband stashed the check. When the delivery call came, I was unable to either find the check or reach my husband at work. After delivering and setting up the sofa, when I explained I was in a panic trying to find the check and/or reach my husband, the delivery man kindly called their customer service department and eventually put me in touch with a woman by the name of Angel or Angela Davis.
I explained the situation to this woman and offered to drive the check to Furnitureland South (about 1/2 drive for me) that day as soon as I could reach my husband and determine its whereabouts. She refused, insisting there were only two choices: 1) I provide a personal check (indicating of course, that the company lied to us initially about a cashier's check, resulting in wasting our time), or the men would have to take the sofa back. I told her I could not write a personal check because we had already purchased a Cashier's check made out to Furnitureland South and I didn't want to have an extra $1500+ check payable to FS.
She refused any solution other than taking the sofa back, which is how I left the conversation with her.
Fortunately, the very nice delivery men waited around another fifteen minutes until I finally reached my husband and found the check. However, for more than a half hour I was stressed out of my mind over this situation. I have lived in Greensboro for over 30 years and dealt with nearly every major company in Gso and High Point and NEVER have I received the treatment I experienced at the hands of Furnitureland South's customer service department.
June 2006 we visited the showroom and ordered over $65,000 of new furniture for our home in Florida. It was the worst mistake. Item after item was delivered either damaged or wrong. The customer service department is horrible, you speak to a different person each time. They are totally clueless, wrong fabrics, no fabrics, etc. On my final delivery, after numerous negotiations for damage credits, after waiting 6 months for a rug, the rug gets delivered wrong. We decide to keep it for 50% off. Well that was Jan. 07, and still no refund for the difference. Numerous calls to no avail, numerous e mails that get ignored, all the way to the top. Now, they deny any refund is due.
This is one bunch of losers, wouldn't exist one month in the north. I'll get my compensation somehow, buy your furniture from local companies in your area.
We purchased over $20,000 in furniture. When the first half of the order was delivered, one recliner had a stain on it and a round pedestal table (with leaf)would not open or close properly. Of course, we had to give a money order for the total of the furniture being delivered that day, approximately $14,000. We would not accept delivery of the chair. Customer service did not have a name of anyone in the area that could clean the stain. So the chair went back.
Unfortunately, we listened to the drivers' advice, and accepted the table with the promise that customer service would find someone to fix it. The drivers noted on the delivery form glides are defective...pieces of the table do not butt against each other properly, attempted but glides themselves are wrong, will contact customer service, Jamie Payne. A week went by without hearing from customer service about how they will resolve the issue. I called 4 or 5 times, but I could not talk to anyone in Customer Servie. I was told each time to leave a message for Jamie Payne, he was the only one that could resolve it. Finally on June 7, Jamie returned my call and suggested I try a candle or beeswax! The drivers themselves said the glides were defective! They could not fix it.
How would candle wax help? I told Jamie that was ridiculous, and that I would not accept delivery of any more furniture until the table was fixed. The first delivery date available was June 29. We were out of town, and so we could not accept that date. The next date was July 7, from 7am-12pm. We accepted that date. Two days later they changed the time to 9am -2pm. I told them we had a wedding out of town and would need to leave by 2:00. I asked if we could be put at the front of the delivery because the last time they delivered furniture, they came 90 minutes after the given time frame, and needed 3 hours to assemble the furniture. I was told no. The next delivery date was between July 13 and 19. I didn't want to wait that long just to have the table picked up.
I realized it would be months before I would get the table back. Reluctantly, I accepted the July 7 delivery. Of course, they didn't show up on time. At 2:45, they were still 20 minutes away, and we couldn't wait any longer. I had called during the week and that morning to remind them that we had to leave at 2:00. The drivers said they were never told this.
So, I still have a damaged table in my house that cost over $1300 and is now scheduled to be picked up anywhere between July 19 and July 29, two months after it was first delivered. I am tired of dealing with this prioblem, adn I jsut want my money back for the table, and the deposit on the matching chairs and bar stools. I have called Todd Garcia twice, and his supervisor, Joe Gneiser, but they haven't returned my phone calls. I would never do business with this company again.
My daughter and I drove over 300 miles to buy furniture and was told at the door we couldn't shop at their store unless we had cash or a check. I do not travel with 5000 dollars cash or a checkbook. I do not understand why this business does not take credit or debit cards.
I wasted 4 days of travel, motel and gas expenses to be told we couldn't shop at their business.
My house is nearly full of furniture purchased from Furnitureland South. I couldn't be more trilled with the experience. Owning two businesses myself, I can appreciate minor problems or setback. However, the furniture store always has followed through to quickly resolve any problems to my complete satisfaction. I'm writing this as you state on your website that you have received no letters from satisfied customers. Here's one! Please post it for more balanced content.
Today in my mail I recieved a letter from an attorney in Los Angeles threatening me to pay a TAX on furniture I purchased 5 years ago(June 27, - July 9, 2002. It appears that Furnitureland South made a billing error and is expecting me to pick up the tab 5 years after the purchase. I never received any notification at all from Furnitureland South and now recieve a NEW billing with a tax due 5 years later!
I am very disturbed to be recieving a threatening letter from an attorney about a matter I was not informed about until 5 years later!!!! I am bothered that FurnitureLand South could not notify me FIVE years ago and that I am now receiving letters from an unknown attorney informing me I have fifteen days from the date of the letter which was March 30.
My furniture was delivered at 2:00 a.m. sat. June 25, 2005. It was raining when they delivered and the next May 2006 we moved. When we started to move I noticed placed and marks on the furniture and called immediately. The furniture is Bernhardt and very big and heavy and once it was placed by their movers I never moved it. In the process of my move I could not find the cords to the digital camera and when I did I e-mailed and labeled the pieces that were messed up and sent them to Furnitureland South now they are saying it is to many months and they do not want to do anything, even thought my furniture as states on the warranty card from Bernhardt states for five years the furniture should be free from defects in material and workmanship.
They do not want to honor the warranbty and after I sent my picture and complaints I had to e-mail weeks later, they did not call me and now do not want to do anything. They sure got $10,000 dollars you may want to go somewhere else and get what you pay for.
I have furniture that has the top coat peeling off in all different places and have to now try and go to a lot of trouble to get it fixed.
I purchased a Hooker Portraits Dressing Table and was told later the unit had to be sold complete with the stool. I then purchased the stool. The product description of the dressing table as shown on the web site was Butterfly Cream, Eleven Total Drawers. When the unit arrived it only came with the table ( nine drawers) and no mirror or the other two drawers. I have tryed numerous times to have them send me the rest of my order. They now are saying that I will have to pay extra for the mirror and drawers as shown on the web site. I was told at the beginning I had to buy the total product and now they want more money.
I call this false advertising. I wanted the product as shown on the web site. Not run arounds and no return of calls even made to his manager Milred Cook. This false advertisement has left me completely speechless that a company can do this to their customers. This issue had still not been resolved and the product was purchased 11/22/2006.
Below is the letter I mailed to the CEO of Furnitureland South:
The purpose of this letter is to advise you of the many difficulties we encountered with our post-sales consultant, James Lincourt. Your website boasts of Furnitureland Souths legendary customer service, however, we have had the exact opposite experience.
Mr. Lincourt is exceedingly difficult to reach. He does not return phone calls or emails. The issue arose out of a problem with two chairs in the Jensen Jarrah set we purchased. It took me several days to reach Mr. Lincourt. I first tried to reach him via email to no avail. It then took me several attempts to reach him by phone.
This saga does not yet have an ending. He emailed my husband a couple of weeks ago regarding the chairs. My husband emailed him back the next day and then also a week later after he did not receive a response. We still have not heard from Mr. Lincourt.
I understand your post-sales consultants may be busy, therefore, a simple email from Mr. Lincourt acknowledging he received our email would have sufficed. A matter that could have easily been resolved, has turned into a very frustrating experience.
It is my hope that you will be able to resolve this matter appropriately. Even with your fine selection of furnishings, we would be hard pressed to recommend Furnitureland South to friends. We were also planning on purchasing a new dining room set from you in the spring. At this point, we do not have the confidence in your company to place the order.
My time is valuable and I am sure you feel the same. There are many other things I would rather be doing at this moment than writing a letter to you - especially with Christmas only a couple of weeks away.
The matter is still ongoing. The chairs have not been replaced and we cannot reach our post-sales consultant. The attached letter to Mr. Harris is in the mail. I also emailed the letter to Executive VP, Jason Harris.
Delivery Problems continually. I never get a complete order or even what they have received that is sitting on their warehouse shelves. Months go by, and the (prepaid) stuff sits there. The drivers tell me there was no more room on the truck. When they finally do a partial delivery, they dump the empty boxes in my front yard and leave. I've waited over 2 months for several items that have been sitting in their warehouse for months... (per their documentation). Unbelievable, as they don't tell you the truth.
The drivers try to charge extra money, even when the order is prepaid.. (this has happened on the last 3 deliveries -twice to me, once to an attorney friend). After-sale-service is non existant. I bought a 4 poster bed in july that was in stock. I received a 3 poster bed. Nothing has been done. No new bed, no replacement post. No one cares. I've been overcharged twice, and then dunned by the drivers, when the reality is they owe me a large refund for overpayment. You can't get a credible response. This company has gone bad. It use to be a reputable company.
I have spent $25,000 at FLS since July. The only message you get is 'there is no room on the truck'... two months ago; last month: 'there is no more room on the truck'; today's delivery: only partial with the driver telling me 'there was no room on the truck'... so the stuff sits, as they refuse to use a common carrier or other transport. so the customer suffers. and waits, waits, and then is overcharged again and again. This company has some major ethical problems in their accounting/delivery money handeling... and customer service is a joke.
Currently, they violate several interstate FTC laws... but no one there cares. You never get truthful information. Should I call the police, or just file with the FTC? Please advise. Thank you.
prepaid furniture never received, even though it sits at FLS. Damaged furniture never replaced. Overpayment never refunded and drivers try to extract extra money... Pretty serious problems at FLS
In June 2006, my family relocated to NC. Within 2 weeks, we made a trip to Furnitureland South and were very impressed with the size and options available. Our sales associate soon greeted us with a smile.
Once my husband and I started to shop around, we actually found several pieces of furniture we liked and paged the sales associate to assist with possible purchases. That is where things started to go downhill.
Our salesperson acted very frustrated with my questions and did not seem to want to help me out. He was very rude and condescending. If I did not love the kitchen set as much as I did, I would have left right there! But I did forego any possible additional purchases I was thinking about so I could leave as soon as possible.
Once we paid (IN FULL!) for our kitchen set, we left with the expectations that our furniture would be delivered in no more than 12 weeks from the purchase date. Well, 14 weeks later and we are still using a card table to have breakfast on.
In speaking with customer service on several occasions, we are being told now that we MAY get our furniture by the end of October - I know houses that were built quicker than this!
Although a place like Furnitureland South has a lot of options and it is fun to go and window shop, I would recommend that NO ONE EVER ACTUAL BUY FURNITURE there. There is no sense of customer service or sense of urgency. It is truly a factory operation and the customer is treated as a mere invoice number. I will never wish this horrible and stressful experience on my worst enemy and will most definitely never recommend this place to anyone! I have yet to even receive an apology for the inconvenience I have experienced.
I ordered furniture delivered to my temporary apartment till I moved to my new home. The white Broyhill coffee table has a line of paint extending 23 inches along the length of the table and 13 inches along the width gradually diminishing from 1 and 18 inches thick along the edge. The furnitureland rep asked me to take a picture of the white paint on the white table which I did. Their reply was that they couldn`t see the white paint on the pictures so therefore I was stuck.
Broyhill representative also sad tough luck. Now i sit in my family room and can see the extra paint along the edge of this five hundred dollar table and their response is Tough luck So much for the much advertised Broyhill company and the wonderful service of Furnitureland South. All I can say is think again before purchasing from this company. Thanks again Broyhill rep for your great concern and Furnitureland for your great customer service, sincerely, an upset customer.
I purchased a vanity sink last January but still have not received it. FLS claims it came in damaged and they wanted me to take it anyway. When I said forget it and please give me back my deposit they said the only way that would happen is to pay a $75 restocking fee. This is the most frustrating company I have every dealt with.
On July 11, 2005, I ordered dining room sets from FLS. It was charged on FLS credit card. On September 10, the company delivered partial furnitures of the set including dining table with broken column. They promised they will order the parts and will deliver within 10 - 15 days. However, the parts status is still in order condition as of today, 01/10/2006.
11/10/2006, I filed this dipute charge to credit card company, afther another two months investigateion, finally I got the credit back towards this purchase. However, FLS said I still have obligation to take this order since the sales contracts are non-cancelable. I told them this is not cancel and refund issue. That is FLS cannot deliver the products which I paid.
My question is that I signed non-cancelable contract. Since FLS cannot deliver the products, the credit card company issue the credit to me but FLS is not willing to close this account. They insist on letting me to take this order regardless how long it will take. I think this is not fair business.
I ordered $15,000 worth of living room furniture.
Waited 5 months. Out of seven pieces ordered 5 had to be reurted broken legs, stains, seams placed incorrectly on furniture. Still waiting for repairs and or replacements. Pillows included in purchase have not been delivered
In June 2005, we went to purchase a living room suite, two rugs, a bistro table and some bar stools. Everything except the bistro table and bar stools were to be delivered between 12pm & 6pm. At 6pm we called FLS & spoke with our sales rep, but he was unable to locate the drivers of the truck. We waited another hour and finally left at 8:15pm for dinner. At 8:30pm, we get a phone call from the driver stating we were not home for the delivery! We told him we are only 5 minutes away and to wait. He said they had already left and were in NC! Mind you we live in SC! The driver was nowhere near our home.
Since FLS had no idea when they could deliver, we cancelled that part of our order and bought living room furniture and rugs locally. I still wanted the bistro table & bar stools and a few weeks later, FLS arranged delivery of them. The table and stools were delivered on time and the delivery people were nice. Unfortunately, when I set up the bistro table, I realized the bar stools would not fit under the table. The table was too short! I sat at the table, on the stools, in the show room. I compared the stock numbers on our list with the table that was delivered and it was not the same table.
My sales rep admitted the display room table was out of stock so he chose the next number. He did not think it would matter! What?! It did matter - it was too short!
My rep said he would ship us taller legs and five weeks later, we had legs delivered that were still too short! Another order was promised for the last weekend in September. Unfortunately, the box that was delivered was for a customer in New Jersey. I did not accept that order but kept all the wrong legs as hostage! Here it is nearly 5 months later and I still do not have a table or an expected delivery date. It has become a joke.
Damages: FLS has had our money for months and has provided the wrong merchandise with poor customer service. The ONLY person in the FLS system that is remotely responsive & professional is Betty in customer service.
WE purchased over $20,000 in furniture from FurnitureLand South in March, 2005. Among the pieces was a Superior Furniture fireplace priced at $1600 which was delivered April 27, 2005. By June, however, the top of the piece was pulling apart, so I contacted the Customer Service person, Donna Hill, who asked for pictures of the damage. They were sent, and she acknowledged receipt and said the fireplace would be replaced. Several times in the following months we had to contact her to follow through with the manufacturer, and finally on July 28, 2005, she said it would arrive at Furnitureland South within 10 days. She would then contact us for delivery scheduling.
Several calls from us to her followed until Aug. 20, when she said it was finally shipping to NC next week and that she would call me back in a couple of days to schedule delivery. That is the last we have heard from her.
On Sept. 8, I called Walter Wilson, supposedly the supervisor, and was told he would get it resolved right away. That was the last we have heard from him.
I warn all my friends,new neighbors, and anyone who will listen about the company. Since we are among the recently retired baby boomers who are building new homes and furnishing them, we have a number of contacts who are very interested in who NOT to trust. While the prices appeared to be less expensive on the pieces we purchased, the quality is very poor for the prices we paid. I will shop at home from here on, where I can see the sales person face to face, and where local laws better protect me.
I purchased some off the floor items at Furnitureland south. 8/1/05 I was told I would recieve the merchandise in about 30 days. I thought this was quite long for floor items, but I went along with it. I expressed to them I needed by 8/27 --four full weeks-- again the salesman Steve Jacks said it would not be a problem.
I've tried to track my furniture with their website. However the information is not accurate. I have sent emails and left messages for Karen Walker with no response. I was told by someone named Betty that the truck for MS had left on the 8th and furniture didn't make it. The next delivery truck won't be until October!!!! Two months for off the floor furniture? I hope someone at Furnitureland south reads this posting.
In 2002 I ordered $7000.00 of furniture. All pieces arrived on time. One piece was damaged. Driver stated it would take tow weeks to repair and ship.
A 2nd replacement was scheduled to be shipped when it was discovered damaged. A third replacement was damaged, later. Finally they chose to no longer repair the damage but to order a new dining room table.
They informed me that the warranty was for one year from the date of the origicanl shipment! I complained that it ought to be from final arrival. I was instructed to speak with their attorney. His response....you should have read the contract you signed.
Every time I called I was instructed to speak with a different person. I was never able to touch base with the salesperson.
Over six months had past before I finally received the dining room table.
Since I could not determine from your site how to submit a positive message about a satisfactory resolution of a problem with leather furniture that we ordered from Furnitureland South, I am using this forum to do so.
On April 9, we received delivery of a number of products that we had ordered from Furnitureland South. Our dealings with the sales representative were very positive and had been so with a previous order which was delivered in prime condition. However, a more recent order, delivered on April 9, 2005, included some defective leather furniture which we did not accept.
We communicated our dissatisfaction to our sales representative and to the customer service department. We clarified the balance on our account with an accounts receivable representative. We also communicated with Vice President Harris. I must say that all FLS employees with whom we dealt were courteous, professional, and concerned.
The outcome, communicated to us on May 25, was very satisfactory. Although some patience was required to allow time for checking and analysis of the problem, we are most pleased with the way company conducted itself in resolving the issue.
I would not be uncomfortable about ordering from Furnitureland South again. I hope that you will post this positive message on your site. I notice that previous complaints are dated, and I think it would be fair to share positive, current news.
I complained about the replacement of damaged furniture with repaired furniture rather new furniture. I wrote a long letter to Mr Darrell Harris, the president, regarding my problem. I will not rewrite the letter for this complaint, but a copy can be made available if so desired. In the letter I not only expressed my dissatisfaction with the lack of Customer Service and their unwillingness to address my problem, but I pointed out that I had been a customer for over 10 years having purchased about $100,000 worth of furniture.
I have not only not received a response but have not only even received a acknowledgement of the reception of my complaint. I stated that if my complainmt was not addressed I would never deal with Furnitureland South again. It seems that they don't give a damn about a customer as loyal and who has bought as much furniture as I have. This is the same attitude that the automobile companies took in the fifties and sixties that led to the Japanese automakers taking 1/3 of their market.
We purchased a new home in 2001. Our home is 4,700sq feet. My wife spent over a week in NC picked out furniture gave the deposit. We are still trying to complete this order.
The furniture keeps coming to our home damaged. The sales person can't be bothered (Mrs. Green). I left two message with Mr. Harris a few months ago still have not heard from him. A quote from Mr. Harris at ConsumerAffairs.com 12/13/03 We are a family own business & we are a great company & we focused on servicing our customers. I am still waiting for your call or someone from the Excitative office.
One of the pieces we ordered was a table set. The first time it came to our home the table top was chipped in many areas. They replaced the table three (3) times & the chairs a few times. They finally agreed to give us a credit & pick out a new table set. Again the sales person can't be bothered with one item order. So we found a set we liked at a local store, Call Mrs. Green to order the new table set. My wife left a few message before she would return the call. This set came in damaged. I wish this was a lie.
The top of the table & one of the chairs was dented & chipped. They replaced the table top. Looks great. But the chair is damaged. When they picked up thetable top they said FurniturelandSouth would repair the new chair. They delivered the chair &it had more dents & chips then before.
In November, we ordered a dining room table and 4 chairs from Furniturelandsouth. They were manufactured by Nichols & Stone.
When the furniture arrived several weeks later, all four of the chairs had seriouc defects. On one, the seat had never been attached and it fell out. On one, the legs had not been glued and they separated. One had a deep gouge and one had several paint scratches. These were major defects. They had certainly not been inspected.
We sent all four of them back for what we thought would be replacement. The chairs were repaired and shipped again at the end of January. Three were ok. One had been patched on the back, by filling in deep dents and painting over them. It looked like a child had done the work. It was rough and needed to be re-done. The black paint overspray was all over the natural wood seat.
I did not want to send it back and wait another 5 or 6 weeks. I asked Furnitureland south's customer service (?) representative to discount the bill and let me have repairs made locally. NO WAY. They suggested I pay the full price, have it fixed and send them the bill. If they felt the bill was reasonable, they would reimburse me.
In May of this year I purchased a VCR/CD storage cabinet and a double wide curio cabinet for my dining room from Furnitureland South. At the time of purchase, the saleperson was quite nice and helpful (naturally). I was pleasantly surprised at how quickly my items were delivered. However, the curio cabinent came damaged. So obviously damaged, that it should have never left NC! We sent it back. The driver/delivery men seemed annoyed for some reason. They proceeded to leave their garbage on our front lawn, which no other delivery people had done. (I had purchased an enormous amount of items from another vendor in NC at the sametime and had absolutely no issues at all! Too bad I did not just stay with them!)
Anyway, it is now, the last week of October and I am still getting the run around from customer service that the part is not in, they do not know when it will be in, I can not cancel my order, etc, etc, etc. I am so disgusted with this particular company that I hope they find themselves continuing to lose business on a daily basis!
It is just so frustrating to have a piece of furniture that they could have just shipped a replacement by this point to me, and everyone could have been happy. They could be paid by now, I can have all of my pieces and my attitude might not be so poor towards Furnitureland South!
On Feb. 24, 2004 we visited FLS to select a new sofa. Our Service Rep. was very nice and seemed very eager for our business. We placed the order on Feb. 28, by phone. The fabric order was placed on April 5. We made three trips( 6 hours each way)to the store, at least 17 phone calls (I started keeping a log), nearly all of which were NEVER returned, and 31 weeks later we requested our deposit back. Throughout the summer whenever we called we were repeatedly told it was in production and we should receive it in 6 weeks. We never received a call from our rep to apologize about the delay. Follow-up and customer service are NOT a part of their philosophy. I would never order another piece of furniture from FLS nor would I recommend the store to others. What a frustrating experience.
The consequence is that our living room renovation will not be completed in time and all the other fabrics, drapes, reupholstery etc. were selected to compliment the sofa. Now I must try to find another sofa and fabric that will blend into the new room scheme.
My wife and i drove to North Carolina from Maryland, around the first week of DEcember 2002 to purchase a new sofa I have purchased furniture before in North Carolina and was very happy with the service and the priced that I had paid. I have made that purchase at Boyle's, which is across the street from Furnitureland South. On this trip down my wife and I decided to try FLS, big mistake. We did order a leather Natuzzi sleeper sofa and left a deposit. The sofa arrived April 17, 2003.
The sofa broke about the last week of December 2003, I called FLS and spoke to Jaye Bly. She informed me to contact a locl repair shop and I would be reimbursed from FLS. After contacting several repair companies, none of them would work on leather or any products from FLS even a company that FLS recommended. I called Jaye and she told me that I wanted I could have the sofa repaired at their repair shop, If I had been offerd this option to began with I would gladly accepted, since the sofa was covered by a warranty. FLS came and picked up the sofa about January 14,2004.
It is now July 6,2004 and I received a phone message at home that part that they where waiting for was the wrong part! I have called and given my work, home and mobile number they decided to call home and dodge the confrontation from me, knowing that in the middle of the day that i was a work. I really don't think they have done anything to fix this sofa. If they wanted they could taken a piece of a floor model anf replace it with the part that is supposed to be coming.
I even requested some kind of compensation, reminder they never offerd, I got a coupon for 200.00 off my next purchase, it expires in 6 months. They now have my sofa and full payment, I wished that I would have gone back to Boyle's.
My family owns and operates Furnitureland South, Inc. in Jamestown, NC. We are a great company that is very focused on servicing our customers.
There is a complaint that continues to appear on search engines on your site that was written over four years ago by a customer named Tracy (editor's note: the customer's name is Tressie) from New Jersey. We have resolved this complaint years ago and I would greatly appreciate you removing this from your website.
When consumers search on Google or other search engines, this complaint appears quite often near the top of the list and it portrays our company in a negative light. Our service is the finest in the industry, and our reputation is very important to us.
I would greatly appreciate your cooperation with this request and would be happy to discuss this in detail with you.
Furnitureland South, Inc.
Our response: We're glad to hear you resolved Tracy's complaint, but we have received many other complaints from consumers who have experienced a wide variety of problems with your company, many of which involved large sums of money.
We would be interested in learning if all of those complaints have also been settled and what measures you have taken to ensure that such problems don't occur in the future.
Our site exists to enable consumers to share their experiences with products, services and individual retailers so that they can make more informed buying decisions. Businesses can best protected their reputations by minimizing the problems that consumers encounter when transacting business with them.
On April 14, 2003, my wife and I made the following purchases of furnishing from the showroom of Furnitureland South in Jamestown, NC: 1 Century Chair, 1 Century Ottoman, 1 Centry Sofa, 2 Kessler Milano Barstools, and 1 wildwood Flowing Colum Lamp. The total charges amouted to $3,665.10. A deposit of $2,000 was applied on April 14, 2003. Our salesperson was Mr. Reggie Robertson, and he was assisted by Kim (last name unknown) a representative of Century Furniture. From what we know of Kim who assisted Mr. Robertson, she works directly for Century Furniture but serves Furnitureland South with Century products.
After selecting the fabric color of green as the base color, Kim proceeded to coordinate the 2 sets of pillow selections for our sofa and chair. The order was then taken by our salesperson, Mr. Robertson, with Kim assisting and verifying that the information copied from the fabric catalog was recorded accurately onto our sales contract.
On June 7, 2003, we took delivery of our Century Furniture. Immediately after uncovering the wrappings on our furniture, we surprisingly noticed that the fabric color was of a brown/tan. The color we selected was green. On June 8, 2003, we notified Mr. Roberston via e-mail and by voice mail to advise him that the color on our furniture was of a brown/tan and that this was not what we selected.
On June 14, 2003, Mr. Robertson then contacted us to advise that the color he order for our Century furniture was identified as taupe and that he was waiting on samples that he requested from Century so that he could compare what fabric color he ordered versus what was in the fabric cagelog. After days had elapsed, we then contacted Mr. Robertson to determine if he had received fabric samples from Century and he replied that he had not receied any samples. Mr. Robertson then called us to request that we mail him an arm cover taken from our chair or sofa so that he could make the comparison. On June 28, 2003, sent an arm chair cover to Mr. Robertson. It was received by Furnitureland South on June 30, 2003.
Inasmuch as discussions were extensive with Mr. Robertson and Kim regrding our color scheme being green, it was very clear to them that green was our fabric color. Unfortunately, after visiting a local furniture store in Virginia and examining the same Century fabric catalog that was in Furnitureland South, we discovered that the lighting in the store made the fabric look green. We also asked two salespersons in the store what color was the fabric presented to them. They each stated that the fabric was green without any reservation. When we pointed out to them that the color was taupe as noted in the catalog, they both were sure that the color was green and if not, then Century Furniture mislead us to believe that the color was green.
After discovering what we found out about the problem with the store lighting which made the taupe color look green, Mr. Robertson acknowledged that the fabric color looked green to him in store and not taupe. We assert that had Mr. Roberston or Kim revealed to us earlier that the fabric color was taupe, this matter would not have occurred. Also, had Mr. Robertson forwarded us samples of the fabric color to our residence as he promised, we would have noted the color difference. Unfortantely, Mr. Robertson never did order the fabric samples because we have yet to get them to date.
On July 3, 2003, we sent a letter to Mr. Dick Cottam, Sales Manager of Furnitureland South and requested that he look into the matter. On July 19 and 26, 2003 we contacted Mr. Robertson on the status of our concern and also our 2 Kesler Milano Barstools. Mr. Robertson did not return our phone calls. On August 11, 2003, we sent a letter to Darrell Harris, President, to inquire about our furniture fabric and the barstools. On August 12, 2003, Mr. Robertson called to advise that he and Kim did discuss the fabric issue but neither Furnitureland South or Century Furniture wanted to take responsibility for the mistake.Also, during the conversation, we asked Mr. Robertson about the status on our barstools, and he stated that he will check on the barstools and get back with us.
On September 17, 2003, we sent another letter to Mr. Harris requesting the status of our barstools, flowing column lamp, and the unresolved fabric color issue with our Century Furniture. On September 29, 2003, we sent a follow-up letter to Mr. Harris advising him that we had not been contacted by Furnitureland South. On October 7, 2003, we contacted Penny Clearmont, Post-Sales Manager, of Furnitureland South, who advised us that she informed Mr. Robertson on August 19, 2003 that the barstools fabric and finish had been discontinued that he should contact the customer immediately. Ms. Clearmont advised that based on notes in the file, Mr. Robertson reported that he attempted to contact us on September 24, 2003 but was unsuccessful. We informed Ms. Clearmont that Mr. Robertson has our work and home numbers and that voice mail is available at home and work. We also informed her that Mr. Robertson has our e-mail but failed to contact us by e-mail. Ms. Clearmont advised that Mr. Robertson reported in the files that he would re-attempt to contact us on September 30, 2003. We have yet to hear from Mr. Robertson.
On October 8, 2003, we informed Ms. Clearmont that we request a refund on our barstools and for Furnitureland South to deliver our flowing column lamp. Ms. Clearmont later informed us that she began the process for a refund and a delivery date for our furniture. It is our desire to file a complaint against Furnitureland South and Century Furniture for negligence and careliness for not bringing the color fabric of taupe to our attention, unwilling to exchange or re-do our furniture fabric from taupe to green, unwilling to comprise or offer some form of relief.
Furnitureland South has provided poor customer service, namely Mr. Robertson, Mr. Harris, and Mr. Cottam. Ms. Clearmont has been the most helpful person and thanks to her for informing us on the barstools.
We purchased Broyhill Dining Room and Pulaski Bedroom Furniture. Both furniture came darker color then we show in Showroom. The china closet door does'nt close properly, table has few holes that were hidden becasue of darker shade of colors, the chair is not the same as we show in showroom. The bedroom furniture - drawer is such a poor quality that hinges is resting on piece of cheap wood. 2 of hinges cames off when we open the drawer.The reason for darker color is to hide all defects.
We complain to Gayle Williams, Max Knoots, Kevin Williams and salesman Richard Pope. We also sent lot of pictures to shows them the color and defects. There is no response from them. If we dont't get response in few days then we plan to take legal action. We spent almost $11,000 on furniture.
To begin the story, my husband and I picked a bedroom floor sample, waited one hour for them to return to say that it had been sold, but could get us one in stock. It would be delivered in 3 weeks(okay, fine) Four, Five, Six, Nine weeks go by and our bedroom furniture is finally delivered. Upon delivery they sent 2 little guys to handle some very bulky furniture which they could not handle. The guys broke a little ceramic monkey of mine not moving the furniture in but tripped and fell on my furniture.
At this point the guy became a little disturbed, as I was very disturbed already because we were actually helping them move the furniture in and they had asked us to go and get neighbors to help to them. He became very rude with us and we finally just asked them to unload the furniture off the truck and we would talk with Furnitureland South later.
We basically had to ask him to leave. I told them I had never heard of such a thing in my life. That this was the most unprofessional and the most ridiculous thing I had heard of or dealt with. So after talking to customer service at Furnitureland South, she said they would send another crew the next week to move the furniture from the garage. We have not heard and no one will return my calls since then.
I have bought furniture from many places in the last few weeks and have not dealt with such unprofessionalism in my life. And after all that they left there trash from the furniture in our front yard, no other furniture company has ever done that.
Our furniture is still in the garage, and I am very very upset.
We purchased $16,000.00 worth of furnishings from them in May of 2003. When delivery time came around all of a sudden three chairs were much higher in price than our signed contract price. Furnitureland South says that if we don't pay the higher price we will loose our deposit! They never contacted us (they say they emailed us but it was never received). If they had contacted us I would have cancelled the order because 2 of the chairs were about $300.00 higher than the price we contracted for! I am outraged! They are trying to extort money from us!
We are devastated and don't really know how to proceed. No higher-ups will return our calls. We are out the money because we will not give in to extortion.
I wish I would have found this site sooner. I had ordered a dinning table and 4 cameo back chairs from Furnitureland South about 2 years ago. When the chairs arrived one was damaged and taken back to the company. After further inspection, I noticed that 2 other chairs had gapping seams. After contacting my sales representative, I sent in pictures of the chairs and was told that they would be replaced. I thought- how easy. After waiting another 4 months, 3 new chairs arrived -not one of them matched in wood color. I once again contacted the company and was given a customer service person who never answered her phone and never returned my calls.
On several occassions I asked to speak with a manager who then would refer me to the Customer service representative. This company is very good at avoiding responsibility.
On three separate occassions, after several ill fated deliveries, I was told that Furnitureland South inspected their furniture completely and would color match all chairs and send me 4 new ones. They would even go the extra mile and have a furniture repair person match the chairs. Once again when my four new hairs arrived only 2 matched and one of the chairs was the original from my home. If the company truly inspected their pieces, I would not have had 3 delivery attempts and 4 mismatched chairs each time.
In the meantime, I was told the furniture company I ordered from changed their design and my original chairs were no longer available. I was told to keep the chairs or replace the entire set. Out of pure frustration and 1 and 1/2 years of not having my furniture - I accepted my losses and kept the chairs.
When I made my last contact with the FLS, I told them I would never order another item with them. Their reponse -That's your choice ma'am.
I found that FSL does not truely care about their customers nor their service. I would not recommed purchasing a single thing from them.
I spent over $2000 on a kitchen table and chairs that are not in the original condition they should have been in.
My wife and I bought $7,000 of furniture the first week of Jan. 2003 and paid 2/3 of the price in advance. We were told the wall unit would arrive in two weeks, the two leather rocker-recliners in four weeks, and the sofa and love seat in 3-6 months.
After two weeks we got a call that the wall unit we ordered had been discontinued and we needed to pick out something else. I live 1 1/2 hours from the store. They said no problem, they would send me brochures. It took me and my wife 3 trips to pick out our furniture, and there was no way we could pick out something in a brochure. They sent the brochure anyway, and it was nothing like the unit we had picked out.
We cancelled the order on the wall unit and got a refund. 6 weeks past and the recliners had not arrived. we called. they said two more weeks. we called after two weeks. they said two more weeks. finally , they arrived the first week in April,2003 3 months after the purchase date and more than two months late. they weren't what we ordered but we decided to keep them since they were close and we didn't want to waited three more months to get replacements. three months have passed, so we called about the sofa and love seat after we got an email saying it had arrived and someone would contact me shortly. two weeks went by.
I called and asked when there were going to be shipped. I was informed they had not become ready until last week. It seems like available and ready mean entirely two different things at FLS. I asked why didn't i get a call like the e-mail said since the furniture had been ready for over a week now. They said they were running behind, and perhaps they were busy calling people who had been waiting longer than us! These people just plain lie about shipments and delivery dates.
We purchased dining room furniture and another separate buffet piece in October of 2002. The actual sale of the furniture was pleasant and our sales person was very cordial and helpful. Our bad experience came after the sale and in dealing with customer service. After sending a check and not even receiving acknowledgement for almost a month, I called the customer service department in late November to inquire. They were unable to even give an estimated delivery date at that time. I had to make repeated inquiries about the status of delivery and was unable to get a confirmed date until the week before delivery.
It took 8 weeks to get this furniture. When it arrived right before Christmas, a leaf for the table was damaged so it was returned. I noticed several days after delivery, a stress crack appeared on the sideboard due to the installation of the legs. I e-mailed pictures to customer service and waited a week before anyone finally contacted me. They then decided to come back and pick up the sideboard to ship back to N.C. to determine what to do with it. At the same time they dropped off the repaired leaf for the table. It took another 2 weeks again before I heard from anyone about the damaged sideboard.
I agreed to let them pick up the sideboard with the understanding that I needed it back by the end of March (that gave them 6-7 weeks) to get it back to me. I gave cust. svc. 4 days in March that I would be out of town. They specifically wanted to deliver on one of those days while I was out of town and repeatedly called and left messages knowing full well I was not home. Once again, failed communication on their part.
I just now received the sideboard back - middle of April. The other part of my order that was placed back in October was finally delivered along with the damaged sideboard in April. When I initially placed the order no one told me that it would take 5 months to get this particular piece - I didn't get a confirmed delivery until Christmas on this piece. And, I might add that this piece was also damaged with a scratch when it arrived.
Rather than sending this piece back and dealing with FLS anymore I agreed to an adjustment on the price of that piece. I just recently noticed when I went to put the leaf in the table for a party that I had, it is a completely different finish from the rest of the table. Yes, they repaired it but now the finish doesn't match. A lesson learned - pay more and get better service.
I purchased a two-piece computer armoire on October 30, 2002. Purchase price was $2,245.03. Delivery was made on January 8, 2003, at which time one file drawer was found to be stained incompletely, and more disturbing, the side panel of the top piece was cracked, apparently during installation (the top piece was being attached with small screws to the bottom desk piece). This side piece appeared to be masonite (or like) material, i.e. it was not solid hardwood.
It is now April 1, 2003 and I have just been contacted to schedule delivery of the restored piece. To wait almost three months for a piece of furniture that has already been paid for (according to FLS policy) is unacceptable. To her credit, my service representative, Dedra Kelly did a fine job of keeping me informed of progress. Unfortunately, most of our contact was via voice mail because I was unavailable to speak with her live most times that she called. Due to my busy schedule, I did not pursue a complaint until the end of last week.
At this time, I sent an e-mail to both Dedra and my original sales person, Mickie Anderson. Although I never heard from Mickie, I heard from Dedra who said that she was referring the issue to management, which is what I asked her to do. Now, miraculously, I received a call to arrange delivery; however, I have not heard from anyone in management to offer any form of retribution or even to apologize for the inordinate length of time two relatively simple repairs have taken. In addition, the day that was being scheduled for delivery is an unacceptable date for me. I have just learned that it may take up to two more weeks before an acceptable delivery date can be scheduled.
Since I work in a sales and marketing role myself, I understand the importance and value of providing excellent after-sales support. To its discredit, FLS has failed in this area. While Dedra did her best to keep me informed, even she apparently was having a heck of a time expediting and tracking the progress of this furniture repair. More importantly, to expect a customer to wait up to three months for a piece of furniture that has already been paid for is unacceptable, especially when I consider the nature of the repairs themselves.
When delivered, I expect this piece of furniture to stand up to my expectations of quality. Regardless of supposedly good pricing policies, I was expecting quality first and foremost not only with the goods but also with the service and attention the company offered. I believe that the company failed in this regard.
Since today is my day off, I was surfing the web, and came across your web posting about our company. I have always watched and appreciated your excellent coverage of consumer issues. It is important to say that I am not speaking for Furnitureland South officially, but from personal observation. However after recently becoming employed by Furnitureland South of Jamestown, NC I wanted to make some comments on your current postings of complaints about our company by previous customers.
Most of the postings are old ones. The growth of Furnitureland South as with any company certainly will cause problems. Mr. Harris has since my employment, done all that was stated in your interview with him last year, and more, to make customer satisfaction their highest priority in the sale of furniture. With over 400 manufacturing suppliers that we sell for there have to be individual issues of damage or delays.
Since I started work in July, I can attest from personal experience that all furniture is inspected, from the factory at FLSs 250,000 square foot Distribution Center, and either replaced or repaired depending on its damage from the original manufacture prior to any delivery to our customers. It is then re-inspected by delivery drivers, as to its good condition, prior to being loaded on trucks and its departure from Furnitureland South going to the customer. The customer then has the responsibility of re-inspecting the furniture at the time of delivery for any damage during its transit. If any apparent damage is noted by the customer, it is then either returned for replacement, or repair, with the delivery driver. And in some instances an adjustment is made with the customer, and the customer service department on agreed cost reductions rather than returning the item for minor damages. At the present time (9-15-02) we have less than 1% of our furniture returned for damage. Each customer has the ability through furniturelandsouth.com to track their order from the time of original order, from the factory to them on-line.
With their individual customer number and a personal customer service representative they usually know to the day and hour when to expect delivery of their furniture. As a new sales associate with Furnitureland South, and as a professional, I know that every effort is made to deliver the highest quality of product and service to our customers. The fact that our growth has been so great over the years attests to the many thousands of satisfied and repeat customers. And this includes many well-known celebrities.
There is an old saying that needs repeating here! "You can please all of the people some of the time, and some of the people all of the time, but you cannot please All of the People all of the time". THERE ARE PEOPLE YOU JUST CANNOT PLEASE, at any cost or effort! There are also times when customers order furniture and for whatever reason, they change their minds. If you were to go back today, and follow up with all the original complainants, you should find, that within all just reason, Furnitureland South has made every effort to resolve any issues that you have previously posted on your site. The fragile nature of fine furniture alone is reason enough to expect some unexpected damage, and delay issues.
The main concern here seems to be how they are resolved. I would not work with FLS if I did not believe that what I sell to my customers is not backed with all the resolve for 100% effort to satisfy my customers. In all fairness if you were to post the many thousands of letters from satisfied customers you might have a better perspective of this issue.
Maybe so, but a few points need to be made. First we have not received "thousands of letters from satisfied customers." In fact, we haven't received any. Second, Dean fulminates that "most of the postings" on our site are old when in fact there was, at the time of his email, only one posting -- and it was less than two years old. In fairness, we have added several more since then and will be happy to post Dean's response if he can tell us how each complaint was resolved.
FLS has not yet delivered some of my furniture that I paid 1/3 in advance in February 2002. They do not reply to my emails or calls. They have also not fixed minor problems with the furniture they have delivered so far, two months after I paid and ordered.
My wife and I purchased $9,500.00 worth of new dining and bedroom furniture from Furnitureland South on July 21, 2001.
We received the dining room furniture on September 2nd and noted that the china cabinet and one figure eight chair were damaged. We kept the china cabinet. after agreeing to allow Furnitureland South to repair it, and sent the chair back for a replacement.
Our bedroom furniture arrived on September 21st and contained damaged pieces as well (bed and armoire). This time we we kept the armoire and returned the bed. Just last week we noticed that the dresser unit we received was damaged as well, but I am guessing we are out of luck on this one since the damage was not noted at the time of delivery.
Furnitureland sent a repair man out on October 10th and he was able to disguise some of the damage to the china cabinet and the armoire by using a wax filler. There is still notable damage to both pieces and the repairs are evident as well. I have sent pictures of the damaged areas to the company and they have acknowledged receipt but, to date, they have not agreed to help us in anyway.
Furnitureland South still has not replaced the damaged chair or bed and this sleeping on the floor is getting old!
We have sent numerous e-mails to the company and have spoken to James Lincourt and Holly Gray, both Consumer Relations Specialists, on several occasions. I have written the company on 3 times and I have sent a copy of each letter to the Better Business Bureau as well as the President of the company. As of today, there have been no offers for compensation and it does not look like they are going to do much of anything to attempt to satisfy us.
We have paid $9500.00 for new furniture and have received damaged goods instead. We are still owed a bed and a chair.
We have been sleeping on the floor since September 21, 20001, when we received an e-mail from Furnitureland South that our bedroom furniture was in and was ready to be shipped. We assumed that the shipment would be delivered within one or two days but we were later told that it would be three weeks before the bedroom furniture could be delivered. To make matters worse, our bed was found to be damaged upon delivery! Furnitureland South has not even mentioned compensating us for our inconvenience.
Needless to say we have been worried through this whole ordeal and we can see no satisfactory end in sight!
In August 1999, furniture we ordered was delivered and everything was fine with the exception of 1 bar stool. We had ordered 3 stools; two matched, however, the 3rd did not. I followed all instructions to correct the problem by sending a photo of the stool and it was obvious in the photl that it did not match the others. We did not hear anything, so I called several times. We finally did receive another stool, however, it did not match either.
The last time I called, I was told the company would send a brochure on similar stools since the original stool was no longer available. I never received the brochure or a call back. I would still like to have 3 bar stools that match since they are all for use together. The person I spoke to said that the original person whol handled the complaint was no longer in that department and she would take care of the problem.
We signed a contract for purchase of furniture of which only a part of the furniture has been delivered to date. The accounting department at Furnitureland is incompetent. They have created to one bogus contract in addition to the one we signed, applied monies paid for the right account to another account and have showed up trying to delivery furniture worth $5,000 and demanding payment in the amount of $16,000. We have called at least 60 times and have kept getting busy signals. No one takes responsible for the account. The sales person just pays lip service to the whole situation. Furnitureland has set up delivery and cancelled delivery of the same furniture 4 times and is in the process of making it 5 times.
We should have had one set of furniture in mid June and still have not received it. Another set was due three weeks ago (the set was actually in our driveway and we would not pay the $16,000).
I placed an order in the amount of $12,975 for some Pennsylvania House furniture in October 1999. After being promised that the furniture would be delivered by Christmas that same year, I did not get most of the pieces until April 2000. This was a nightmare in that customer service and sales were nonresponsive to repeated requests for information on delivery. When the furniture arrived, I discovered that most of the pieces were of such poor quality (exposed, light, unfinished wood where there should have been a dark cherry stain, uneven staining, major dings in some pieces, black marker, bubbled finish, cracked wood, wooden inserts/panels that had slipped out of alignment)
The bad part is that Furnitureland South had been paid in full. Ever since then, I have documented through over 100 e-mails of correspondence with over 7 contacts at Furnitureland South trying to resolve all the open issues. Some of which is that I am still waiting for some of the furniture pieces to be delivered. Furnitureland South is for the most part nonresponsive to my inquiries made via phone or e-mails - including pictures and detailed descriptions of furniture flaws.
I even took time to fly to North Carolina from Wisconsin (twice) to talk to the customer service person assigned to my account at the time. I keep being sent to new customer service representatives, all of whom I need to explain my situation and all having the best intentions to resolve the issues.... until they send the file to someone new. I am thoroughly disappointed and disgusted with the lack of customer service that they have exhibited to me. It is going on 17 months since my order was initially placed, and there are still unresolved issues.
The consequences of this are that I had given away most of the furniture to be replaced in 1999 in anticipation of my new furniture promised to me by Christmas 1999. I waited 6 months for the initial delivery while in the meantime had an empty dining room, master bedroom and living room. I spent over $12,000 on the furniture, not to mention a couple plane trips and countless hours on e-mails, phone time(mostly on hold) in an effort to resolve the problems. I became so frustrated, but have still tried to maintain a cordial, yet firm stance with Furnitureland South to try to resolve the issues. I don't know what to do to gain closure to this predicament.
In October 2000, I ordered an L shaped desk and return from Furnitureland South on site. Because we were not sure that the desk would fit through our office door, I asked the sales person (Andy Gragg) to hold the order until we returned home and could verify the door measurements. Upon doing that, both Mr. Gragg and I were uncertain as to whether or not the desk would fit through the door. Mr. Gragg called the manufacturer of the desk with our measurements and he was assured that the desk would fit. Upon delivery on January 26, 2001, the desk was unable to fit through the door without unassembling it (which would invalidate the manufacturer's warranty).
Unsure as to how to proceed, the delivery person called a sales manager at Furnitureland to inquire as to what our options were. I was told via phone that we could refuse acceptance of the desk and return. Further, I was told that if we would order a replacement desk we would not be financially penalized. If we choose not to order another desk, worst case senario would be that we would lose 20% restocking fee.
My husband and I have called Mr. Gragg (sales associate)and Mr. Garcia (Sales Manager) a total of eleven times trying to reach resolution on this issue and have been basically ignored. I spoke with Mr. Garcia and Mr. Gragg once each both times they told me that they had to check with their manager as to what to do. They promised to call me back and have not done so. Because the order was paid in full via certified cashier's check, we find ourselves without bargaining power in this situation.
We paid approximately $1700 in full for the desk and return that we refused delivery.
Around Nov.15, we received a truckload of merchandise from Furnitureland South. One table did not fit and we were told we could return it for store credit. Mid-December, I called with a new order and was told to fax it. On Jan. 11 I did and was told they would not take it back. Nothing in the literature, website, or salespersons offer ever mentioned a deadline. The table was covered and unused in a corner of my living room. I also had been willing to order three times the cost of the table to make up for the trip back to my house.
I am stuck with a $350 table that I cant use. If I had been told I had 2 weeks to return it I certainly would have. Since this was the third room I have outfitted from this company and thousands of dollars later, I would think that time was not such an issue. I was told it was management policy. Why is this policy not mentioned?
On July 9, 1999, my husband and I purchased furniture from Furnitureland South Inc. When the furniture was delivered, it was not what we ordered. Five of the pillows were incorrectly covered in the wrong fabric. I have asked Mr. Tony Collins, sales person, and his manager Mr. Mike Riley to correct this problem but they have refused to cooperate. On August 22, 2000 I received a letter from Mike Riley, Sales Manager, he stated that the company would be willing to pay for half of the cost of covering the pillows . I believe should not pay for half of the pillows if I have already payed for the originally ordered.
I am thoroughly dissatisfied with the unprofessional service I receive from furnitureland South. I spent more than $80.00 making calls to Furnitureland South's sales personnel and management trying to resolve this problem. My husband and I have saved for many years to purchase new furniture. This situation has cost my family great emotional heart ache and pain. we spend $3225.000 at a company we believed would be honest. This kind of service is fraudulent and I will pursue this matter to the full extent of the law.
Furnitureland South Company Information
- Company Name:
- Furnitureland South
- Company Type:
- Year Founded:
- 5635 Riverdale Drive
- Postal Code:
- United States
You’re signed up
We’ll start sending you the news you need delivered straight to you. We value your privacy. Unsubscribe easily.