Colfax Furniture and Mattress — Attraction in Greensboro

So back in July 2015 my husband and I bought our sofa and we made sure we also bought a warranty. April 2016 I called to redeem my warranty cause my sofa had got messed up. We are living in V.A. now. I called customer service (Terry) he said he would handle the warranty stuff and figure something out. Well when you buy sofa and warranty from Colfax it isn't their warranty its the manufacturers warranty. Colfax sent me a spare piece to replace on the sofa which didn't even match, after that was sent they wanted me to bring my old sofa down to N.C. so they could donate it and of course I said no not going to happen. Final result was I was to donate it to habitat for humanity and give them the in matching part and sent a receipt of proof to colfax. We agreed I would come down to pick up a new one. I called Terry told him what weekend I was coming so he told make sure everything was ready so I could pick out and head back. Unfortunaly I got there at 4 and even though colfax showroom doesn't close til 8 and the warehouse wasn't suppose to close til 6 I could not get my new sofa cause Terry didn't have anything in the system about my warranty. I stayed the night in N.C. went back up to the showroom at 10 am when they opened to get my sofa paid for my new warranty went to the warehouse and every single set they had was messed up. Stitching was stretched out or it had mildew growing on the dust cover or it showed nails. Talked to customer service they said all they could tell me is to pick something else out. Well I went and I tried and their was nothing in Greensboro showroom that would fit our living room right or our budget. We were told by Terry again to go try another store. So from Greensboro to Winston Salem I went. When I got there they had the exact same furniture on the floor as Greensboro store. I found the original sofa and chase chair I was lookin for on their floor. It was in great shape didn't see any problems even looked like no one had sat on it. So we worked it out and I was able to finally head back to V.A. Nope! There is a hole on the bottom of the chase chair. I called Terry again told him I'm not getting something that is messed up and also at new furniture price. At this point yes I'm pretty pissed off! I go back to Greensboro store where Terry said he has fixed one if the chase chairs well I get there and he fixed one that the stitches were stretching. Oh he also decided before I'm done trying to make my purchase he leaves. So now I'm talking to another customer service lady that keeps telling me to choose another set. I get more pissed tell her to write me a check for what my sofa was worth and I'll be on my way back to V.A. time is now 3pm she tells me she can't and it the manufacture that will need to, I inform her I didn't buy my sofa or warranty from the manufacture I bought it from Colfax. She now tells me only a showroom manager can write me a check. I head back to Greensboro showroom tell Craig I need a check now I have got to go and this is bullshit. I still have a 3.5 hour drive back home and I have no sofa. Remember I also donated my sofa already so I have nothing to sit on. He ups my credit and makes it right with giving me free delivery this is one Thursday and he said it would be delivered on monday. I picked out my sofa and informed the manager to make sure he looks over the sofa before bringing it to V.A. or I will not take it. Monday morning comes and he calls to tell me he doesn't like the sofa in the warehouse and they won't be bringing it up. My question is why didn't you look at the sofa Friday Saturday or Sunday why am I just learning about this Monday the day of delivery? The final result is that I got a check cut in the amount of what my sofa was bought for and they lost more then just me as a customer. I have lived in Kernersville all my life and my family and inlaws all got our stuff from Colfax kville not anymore. Colfax doesn't Carr about the customer it cares about the manufacturing company and the manufacturing company is worthless. DONT SHOP HERE! This place...

Third update: I got a call from Carol in customer service who informed me that the part to repair my loveseat was in stock, and she made me am appointment with a tech. Then I had a covid scare and had to postpone. So I have been trying to reschedule since then. I've left an email and a voicemail for Carol a week and a half ago to no avail. I think it will require a report to the BBB or a consumer reporter at one of the local TV stations to get any results. Second update: I would love to come in and get a replacement for my power reclining loveseat that has been broken since August. We purchased it in March, from Hurley, after I told him I needed a solid sturdy product because I'm overweight, and he said if the warranty people couldn't fix my item, I could come pick a new one. So we got 5 months out of a high end real leather loveseat. I called Colfax first and the man who then answered in customer service said I had no warranty through Colfax. So, since I believed our salesman, and bought the warranty, I called the warranty company and they set me up for an appointment with a tech in home. That was September 18th, the tech said the switch was bad and he said he ordered one and if I called when I received it, he would come install it. But we've never seen it, and neither the tech nor the warranty company will help. So I called Colfax customer service back on October 23rd. I never heard back from anyone until Carol began to contact me on November 20th. She says she's trying to find the switch for me, but it's 5 more weeks later, and I'm still dealing with the same issue. She last said last week that she's still trying to run down the part, but I've been ridiculously patient and now I want my furniture to work, or for Colfax to stand behind the warranty. When I was young, we all trusted Colfax customer service and the products they sold. Too bad I'm getting such a run around now. My family shopped at Colfax for many years. But I moved to Reidsville years ago, and bought an inferior loveseat from a chain store in Reidsville. So my husband and I decided to go to everyone's recommendation, Colfax in Greensboro. We were very promptly greeted by Mr. Hurley. He answered all our questions and then gave us an opportunity to browse the store. We quickly found a gorgeous motion reclining leather loveseat and Hurley came right over to demonstrate all the functions. My husband needed a really comfy armchair as well, so we looked around and found the perfect item. We were so pleased with the process, Hurley is very professional, well-informed and friendly. I am looking forward to receiving my items very quickly by delivery as well. I'd definitely recommend Colfax Furniture, no matter what your budget is. The service is great and they have items that would work for all. Update: my pieces were delivered on time, they are both working great. I also meant to add that we were given a furniture care kit as a gift with our purchase. It has fabric cleaner and protectant, wood furniture polish and leather...

There is no better way to describe my experience with this store’s sales staff, management, and its customer service than by comparing the entire group to those you might encounter at a “pop-up” pawn shop. They pushed to sell, sold, and now what they sold is no longer their concern; their only worry is to move on to the next town to hawk what they can, moving on and on until someone realizes their scheme. However, the furniture I purchased arrived in its wrappings and was assembled by the delivery crew. My purchase was new upon delivery and shouldn’t be misconstrued as anything but such. I was completely under the strict assumption I paid for value, and quality support if needed. Unfortunately, I was mistaken, but needed “quality support” approximately one month ago when I made the first of seven calls to have my sofa inspected due to the deterioration of its structural integrity. My furniture was delivered at the end of July.

My calls are still waiting to be returned, and to make matters worse, the state of my furniture has further declined. To date, I have two sofas, and between the two, stitching is coming undone, pilling is taking place, and inside one I’ve noticed that there are broken and moving beams ready to bust through the fabric. After my fifth call I went to the store to speak with the store manager, who was less than dismissive. She stated that these affairs are handled by “Customer Service.” Be sure to think about this term for a minute, as “Customer Service” for the company’s four separate stores is comprised of one person. This is likely why my calls were never returned.

After speaking to the “Customer Service” Representative last week, and now this week, I have been told to call back for updates. Unfortunately, as Colfax doesn’t follow through with the needs of their clients, they must figure we won’t follow through with our own needs. After calling today, I received a blistering reprimand about how my wife and I have called multiple times concerning this matter and we will be contacted when it is addressed.

After I asked why the one and only “Customer Service Representative” was being so abrasive, he explained to me that he has heard my story and is working on it, and furthermore, he had complaints about me going into the store to speak to the store manager. I then had the pleasure of being told that the conversation was over, and he would contact me when the manufacturer contacts him, which usually takes more than a couple of days. Since my first call, I’ve been waiting more than a month for a response; now I wait again. One would think my purchase of the additional insurance would expedite the process, but that would make too much sense....