Kensington FurnitureReviews of kensingtonfurniture.com

On 2 separate occasions we ordered items from Kensington figuring we would buy from a local business The first time we ordered a couch and love seat and they sent 2 love seats. So they had to reorder the couch. Recently we ordered a couch, a recliner and special ottoman. We ordered a gray tone couch and gray leather recliner and slate gray ottoman in leather. They called us about a month or so ago and said they received the couch and ottoman, but the recliner had not been received yet. I told them to wait and deliver all three pieces. A month later I called them to ask the status on the recliner and they said that it came in and they were ready to deliver. I set up the delivery for a Saturday and they delivered on Sat. but the delivery guys asked if I ordered a beige ottoman. Of course we didn't so I refused delivery of the ottoman. Now they have to reorder the ottoman in the color we originally ordered. The thing that makes me mad is that they received the ottoman in their warehouse over a month ago and never checked to see if it was the correct one. Very poor system of quality control. So that's 2 strikes so I don't think there will be a third. We'll have to go to another store for any more furniture that we need to order.

I usually do not review purchases or anything for that matter, but this was by far the worst experience I have encountered with a retailer. The only positive interaction regarding my order was Lisa's help finding a new sectional for my home. Paid in full for a sectional on Presidents Day and given an ETA of 3/5 for pickup. After two weeks past the ETA without a call or email I went in to the store to see if they possibly had the wrong contact information or to at least find out what the hold up was. Found out it had been on backorder instead of being available right away and that it would be on the truck the following week for delivery. Well that didn't happen either, but at least they gave me a call this time to not expect it to be ready as expected. Could not wait any longer and ended up canceling the order on 3/20 and told to expect a refund in 4-10 days. Have called each day the week of 4/10 regarding the status of my refund. Each time told it would be done right away and that I would receive confirmation via email. Only explanation given was that it was out of customer service's hands and was between the manager, Michelle, and accounts payable. Refund still hasn't been processed and ended up filing a dispute with Capital One to get my money back. I was beyond patient with them mostly because I work in retail/ecommerce as well and know that things can happen from time to time. But after nearly 10 interactions without a legitimate solution, that crossed the line of being reasonable. This experience was beyond unacceptable and I will assuredly not be shopping with Kensington Furniture again.

Quite possibly the worse customer service I had in my life. The manager Michelle sets a low bar for the rest of the staff, by making empty promises and compounding that with inauthentic apologies.

I have no idea who you are. I live in NC.

on 01/11 I was met at the door by Howard. told him we were looking for a new sectional. He showed us many options and was patient while we made our decision. I told him we needed the couch in 4 weeks as we were hosting an event. He told us "That won't be a problem." I paid 40% of the cost and was pretty satisfied. 2 weeks later I checked my email and saw an estimated delivery date of 03/05. 8 weeks out! I called the store and explained that the salesman and I agreed we could get the couch in 4 weeks. I was told it had not even gone into production yet but once is does it will absolutely be less than 4 weeks. The man on the phone said he would check on the order and call me back in an hour. he did and explained there was a holdup at the production warehouse. He didn't know what the holdup was. He also did not know why Howard would promise 4 weeks. He said he would call me in a few days. After a week with no update I called again and spoke to a woman. again got the run around. couch is in production but no date for delivery. again promises of call backs that never came. After that I emailed the store and was answered by Michele. she was nice enough but also offered no answers. She did offer a loaner couch to host my event but I refused as I'd already had to change the location. perhaps if one of the 3 people I spoke to earlier had actually returned a phone call and offered that it may have been possible. I ended up getting my couch in 6 weeks. as kensington likes to point out WAY EARLIER THAN THE ESTIMATED DELIVERY DATE! delivery was the best part of the experience those guys were great. I was never looking for money back or an exchange or anything. all I wanted was an acknowledgement that a word on a handshake means nothing to these people. How can you straight faced say to me you don't know why Howard would promise something he couldn't deliver? just admit that your people looked me in the eye and shook my hand and made an agreement just to close a sale. silly me for thinking old world ethics in a local company still exsisted.

Last year, I went to Kensington to help my parents buy furniture and it was a positive experience. This year I went for myself...needed mattress/recliner/dining room chairs. It took about an hour before we were approached. Salesman was nice but not knowledgeable about mattress. He had to make a call to clarify on type of mattress and we have yet to get a response to our question. He told us we would need other parts for the mattress/ adjustable bed and in fact we did not. I know they were short staffed on a Sat but instead of worrying about the cookies they serve, they should have more staff on the weekends.

The wrong couch was delivered. We we're not given a new delivery date

It took 3 mos to get part for chair n then warrnty co sends out what we thought was a service tech n when he got there he said he was there to take pics what i already did i now have the part n cant get a day that meets our schedule what a joke