Discount Furniture Connection — Attraction in Mebane

-04/09/2018- No comment left with initial review, only the 1-star rating

-04/13/2018- I couldn't respond your response within the Google application, so I'm editing my original post for you to see. I appreciate your reaching out. Please see my response to yours below:

Hello, Perhaps a 1-star review may have been a little harsh for some of the issues my wife and I had from this company, but our concerns and headaches are legitimate.

We’ve had to call to check up on all of our orders or issues after waiting for some time, instead of having Discount Furniture call to give us an update. Communication could definitely use an improvement. In our opinion, “stapling the cardboard to the wood, so the squeaking noise would stop” was not a fix for the perpetual issue we have had with our box springs and those replacements. A better solution for us would have been receiving a different brand of box spring completely, rather than either just replacing the same ones we were having issues with or stapling the cardboard. I do understand that a portion of that is out of Discount Furniture’s control because the company (which I believe is Alwyn Home – correct me if I’m wrong) that makes these horrible box springs would not issue another replacement after we’ve had to get 3 or 4 replaced, all with the same issue. However, it seemed that Discount Furniture didn’t truly attempt or even care to fix this – just find a quick alternative to get us out of the way.

Earlier that day, I called to get a hold of the shipping manager, Brian, who we’ve dealt with in most of our experience there (our compliant or issues weren’t with him, but the company as a whole – Brian has been mostly reasonable and friendly throughout our dealings with Discount Furniture). Another gentleman answered and told us to call back later when Brian was available. I then asked if I could simply leave my name and number to have Brian call me back when he had a moment. The response I received was far less than adequate for good customer service: “I’m with 2 customers at the moment and pretty busy. Just call back in like an hour. He should be on the sales floor then.” That answer angered me a bit.

When we originally purchased the living room and bedroom suite furniture around 2 years ago, we bought a coffee table and 2 end tables with that order. We did receive the bedroom and living room furniture within about 2 weeks, but we had called them about every week or so after that to check up on the coffee and end tables because they were on “back-order”. After around 2 months of waiting, we were informed that they were still waiting for a full, complete load to send over everything, so we just decided to cancel our order and get a refund. It took a little bit of going back and forth to finally convince them to cancel and refund us for that order.

As far as the product, the living room furniture does seem to wear a bit more than other furniture we’ve owned, especially taking into the fact that we’re not home a large portion of the day throughout the work week, and it's all only 2 years old. And of course, the box springs we received are awful.

Ultimately, we didn’t mind working with Brian as a whole as he seemed friendly and cordial, but the lack of communication and the persistent issues with either waiting for our orders or having to have an item replaced multiple times was not acceptable at...

I want to share what maybe the most exceptional customer service we will experience in our furniture purchase history.

Back in March 2019, we stopped by 'Discount Furniture Connection' to begin our research on 2 recliners. Philip (one of the owners) approached us. He was very friendly and professional. Upon informing him that we were looking at options, he gave us tons of information on the various brands, qualities, steps that go into making recliners, etc. We were thrilled to learn so much. He was not pushy and we had pretty much decided at that point to conduct business with him (but we didn't share that info with him). For due diligence sake, armed with the info Philip provided, we did visit other local and chain furniture stores.

We returned to Philip about 2-3 weeks later, decided on the material and the transaction was complete (this was special order). Both recliners were delivered promptly a month or so later. We were shocked at how the material felt in large scale vs. a sample. Thinking the wrong order was placed, they lent us the store sample to compare against the recliners. The order was accurate.

Due to my lack of knowledge and minimal experience with this material, I was totally at fault with the selection I made. We contemplated our options and finally contacted Philip and shared our thoughts.

To our disbelief, he was so kind & understanding of our mistake (not a cheap mistake) and offered to re-order a new set with a new material. We couldn't believe it. We've never experienced such great customer service (of this magnitude), which is why my first sentence above reads as it does.

The new recliners were delivered yesterday and we LOVE them. The 2 delivery men were friendly, professional, prompt and efficient.

Just a great customer service experience from the first moment we walked into their showroom to delivery. We will forever compare future large purchase to this experience. Discount Furniture Connection has set the bar very high; they will be the first place I shop for future furniture purchases.

Thank you...

Owner and his wife are super helpful, knowledgeable, and friendly. It's such a better shopping experience than a typical department store. We were just about to but a sectional from Macy's but after seeing very mixed product reviews online (equal number of 1 star and 5 star reviews is the same product; what are you supposed to take away from that?) we decided to check out this local place.

They carefully explained how their products were made differently and why those differences were important. Yes, we ended up spending more but I feel much more confident that this is a purchase that will last and be worth the investment. We haven't actually received the order yet but I feel confident in giving Discount Furniture Connection 5 stars based on the selection, ability to customize our order, and the service we received.

Highly recommend the store!

Edit/Update December 2020: So there was a delay on Lancer's end in getting our sectional finished (supply issues related to COVID). Good things are worth waiting for and this was obviously out of Discount Furniture's control. After the piece was delivered, we noticed a couple of issues in the fabric/stitching. We gave Discount Furniture a call, they were completely reassuring and accommodating. They picked it up on a Wednesday, had it fixed, and re-delivered it on Friday at no charge.

Overall, definitely still recommend the store, and this (Lancer) sofa is the most comfortable one I have ever had the pleasure of sitting on, much less...