Hamiltons Sofa & Leather Gallery — Attraction in Bailey's Crossroads

Ok I'm going to do an update on this company. First of all my original purchase of two recliner chairs that I paid $800 and something each for now I see from the company who made them cost $399. They were falling apart from the very beginning but they always blame the reason on the customer. Yes they replaced one which for the short time I had them when they did that should have never happened but their furniture doctor that comes out to access the situation wanted to blame the side collapsing on me ramming the chair with a vacuum! Really? I would buy $800 chairs and ram them with a vacuum??? NOT! Now after I gave a bad review the sales manger a year ago (yes it's been a year of hell back and forth) but I wasn't given many options other than I could come in and see if there was something in their store equal the price because he wasn't about to refund me. He told me he would meet me at the store and I get there and the associate tells me he wasn't in that he forgot he had a funeral to attend. Forget you had a funeral to attend? Really? So we went to the clearance side and checked out what they had and wasn't finding anything so we went to the side that nothing is on clearance and as we walked to a chair his assic informed us yea like that was out of our league when this person hadn't a clue what league I'm in. Very rude!! So after all this we left since she decided to spend her time with a potential sale ( a person that came in after us) because she saw $$$$ verses making me "The Customer" that had already purchased happy. So then after the fact the sales manager Alex apologized and then sent me several links to other recliners most of which were leather which he knew I was not interested in and showing me some express lane furniture that they discontinue because he decided to be more upscale. Mind you he felt my $800 dollar chairs was pennies of course until I wanted my $ back which the whole time refused. So in the end there was one that had a fabric that had green and pink in it that I felt might be doable since he was out of options and I didn't want to be stuck with two broken chairs so I settled for a paisley material with green and pink and I even asked if it was green tone verses brown and he said yes. I also mentioned I had pillows made with my original purchase and would like two new ones to match the new chairs and he said he would do that for me. Well months and months later, they delivered the right chair but totally different color of fabric so I refused the delivery and sent an email in which he argued for MONTHS it was the right one! Again, NOT! I will attach photos after my review. So in the end i had to settle with them or he was done and no more options even though after hundreds of emails back and forth he still insisted it was the one I chose which was absolute BS! So now after purchasing chairs and pillows originally costing me around $1600-$1700 I am now stuck with two new chairs that do not go with my other furniture but I took them back verses having two broken ones figuring I would sell them since he would not refund me but then I find that the value is like $399 each so what a rip off all the way around!! If you purchase anything and they break it will be YOUR FAULT!! Do not waste your $ on their overpriced Walmart quality furniture! Never again! He said if anything ended up wrong with them to contact him when really? So.......DO NOT WASTE YOUR TIME OR MONEY! RIP OFF!! You can read more of this on yelp. It won’t allow me to finish the story here Oh and one review here said how they were treated when they walked in about looking tired etc? Well yea we went to check out some type of expensive chair and this girl that works there walked over saying something that was like basically saying don’t bother it’s out of your league when she has no clue what league I’m in!! VERY RUDE! their customer service is the worst and it will always be your fault and the furniture doctor they send out if something is wrong that stinks so bad and will lie through his teeth about what he felt was...

Review of Hamilton’s Gallery

I ordered a sectional from Hamilton’s Gallery, and while my initial interaction with Herland was very respectful and helpful, things quickly went downhill after that.

The couch was delivered, but that’s where the problems began. The delivery techs were rude and abrasive. They didn’t assemble the sectional correctly, failed to install all the necessary screws, and left it unstable. When I asked when they would return to complete the job, they vaguely said “sometime this week.” That was nearly three weeks ago.

One of the original delivery men even told me I lived “too far” from the store—despite the fact that I live just 1.5 miles away. He was dismissive and unprofessional, and I had to request a new delivery team.

I followed up with Herland, who said he would arrange for someone else. I sent my availability by email, and the new technician told me the earliest he could come was in three weeks. Meanwhile, my couch continues to slide apart. It’s still missing screws, and I’m afraid to sit on it for fear of damaging the frame—I’m a heavier guy and don’t want to break a brand-new $3,000 sectional.

Since it seemed nearly impossible for them to return and fix the couch properly, I asked for a full replacement. That’s when I was told I’d have to pay $184 for a pickup and another $184 for redelivery—even though this entire situation was caused by their poor service and incomplete delivery.

To this day, I still haven’t received the missing screws or a stable, fully assembled couch. It separates every time it’s moved, and I’m still waiting for a real solution.

I do not recommend buying from Hamilton’s Gallery. The delivery techs are rude, the follow-through is nonexistent if you don’t live within their comfort zone, and they expect you to pay for their mistakes. I never imagined spending this much money would come with such poor service.

Shop elsewhere. PS: My couch still hasn't been...

I had an excellent experience purchasing a stressless sofa through Hamiltons. They did a great job of walking me through the pros and cons of each as well as various commonalities and were very honest about what pricing was available. (Stressless controls pricing on their furniture so it wasn't like they could give me a better price, but they did let me know whether I might be well-served by waiting for a better deal, etc, as well as including everything within their control) and I didn't get any impression that they were trying to pressure me to make a quick decision (I took several weeks of visiting a good number of times, going to other places, etc).

The store was also good about setting up delivery although the people who arrange delivery when I received my couch weren't very responsive so it took a few calls to make it actually happen. It worked great once I had a delivery date, but, full disclosure, it took a few days to get that from the couch coming in. Now, I've spoken to them and they say they were in the midst of switching to a new delivery company and that such issues were growing pains, so you most likely won't have the same issue (read newer reviews if you can - I got my couch in September, just took a while to post my review) but I figure if you're anything like me you want all the info you can get to make an informed decision. The couch was delivered in perfect condition and the guys did a great job of setting it up, respected my schedule, etc, so after that hiccup all was perfect.

There will always be people complaining that the cheap furniture they got sucks, but these guys seem to do a good job with customer service, and in the sharks' den that is furniture stores, that's a rarity.

Overall, YMMV, but at least for getting a Stressless in the area, they're the best...