Novello The Furniture Mattress SuperStore — Local services in Berlin

Let me start off by stating that I have purchased furniture from Novello for many years, spent thousands of dollars there and their employees always promote their Furniture Care Protection "insurance" that covers virtually anything according them. I am also in need of all furniture to furnish a new home in the coming months, I am talking every piece of furniture for every room. Novello has not only lost all my future business but also all my respect!

I recently just placed a claim on a dining room table set and my daughters footboard (both products just under 1 year old). The tables finishing is coming off from where you set your dinner plates and the table and chairs have multiple scratches and chips. The footboard has a chunk missing from the corner from a kid stepping on it and it chipped off.

Upon placing my claim with the Furniture Care Protection they instructed me to take very detailed pictures and send them along. After weeks of review the claim was denied as it was not a single incident but they claimed it as 6 incidents (1 table, 4 chairs, 1 footboard) and its normal wear and tear. I promptly called Novello to make a complaint and let them know my dissatisfaction. Sue their Manager did call the protection company and promptly called me back to explain their reasoning but stands behind their decision to deny the claim. She suggested I go buy a Black and Brown Sharpie and color in the chips and scratches.

What a F'ing Joke and absolutely ridiculous!! She wants me to color my furniture to "fix" it. I will NEVER shop there again, they have lost all my business...

If you live in NH don't bother shopping here. We were repeat customers of the Superstore and when we purchased a second home 15 miles from White River Jct we called their "sister store", Novello. Before we darkened their door we were assured over the phone that they could deliver to NH. We ordered a sofaand chair combo and were assured a Thanksgiving delivery would be no issue. Unfortunately we did not realize "sister" meant "ugly sister". The trucks from Wlliston could not find a way to drive15 miles across the VT/NH border and neither would they even estimate a delivery date. We rented a truck for over $300 and picked up the furniture ourselves. I posted a message on the Superstore website to management without a response. I was told it had seen. We have found alternative sources in NH for our furniture needs. We will now need to find one in Vermont, chances of going back to the Superstore are slim. The sales force is great, the support from their delivery and scheduling...

We have purchased two items of furniture at this store. The first was a lovely couch we purchased at Ashley (the bottom half of the store). That item came in when promised and we are still very happy with the couch.

The second item was a recliner that we purchased over 6 weeks ago from the upper half of the store. We have yet to actually receive the chair. When I purchased the recliner, we were told that it "may take up to six weeks, but probably not that long." Apparently the item was waiting in the warehouse in Williston for a few days and got lost in the shuffle. It would have been nice if some compensation had been offered--store credit, free delivery, something like that. Each time I spoke with someone I got an apology, but nothing more.

I give three stars because I had one good experience and one...