Club Furniture — Local services in Charlotte

From a Customer Service perspective, I have to say that this company has been extremely difficult to work with. The good news is that their products appear well constructed and attractively priced. However, I have reservations about what they deem as responsive customer service and how to make sure the consumer leaves with a positive experience.

I started this whole sage by trying to purchase a clearance sofa. The price seemed right and everything in the description worked for my needs. I contacted Club Furniture, confirmed availability and the details and paid promptly with a credit card. They contacted me and confirmed I would accept the sofa as it was described on the website. I was told that since it was a clearance item, it was already in the warehouse and probably would be available to ship much sooner than if I had ordered it and had to have it made. Several days later, they sent an invoice and wanted to make sure that that it reflected what was promised. I reviewed it, found a discrepancy and contacted them immediately to let them know. After a few calls, I was told that there was a mistake in the listing they admitted to me they had made but were content to hope I didn’t discover the mistake or, if I did, offer to cancel the order. I told them I had already paid and felt that I was entitled to the sofa I had previously purchased based on their original description. The best they were able to offer after being pressed was that I would have to pay an additional $75 to get the sofa as previously described. As a customer, this certainly left a very bad impression on me. Where I live, generally if the company makes a mistake, they often end up eating it to make the customer happy. Makes you wonder if the phrase “The Customer is always right” originated up North. You might think that Club Furniture would not quibble over $75 but you would be wrong. I reluctantly paid the money and sat back and waited for delivery. And waited. And waited.

I waited almost the entire generic 6–8-week time period for delivery, heard nothing and finally called and left a message asking for status. A day went by and I called again. I got “Customer Service” and after a bit of back and forth, I was informed that there in fact was a mistake, and it had NOT YET SHIPPED! I was told it was going to be sent to the shipper soon. When I inquired about whether they were going to expedite the shipment or possibly provide me with some kind of partial refund, I was told they couldn’t really be able to give me an answer until it made it to the shipper. Unsurprisingly, I never did get that answer.

I finally did receive the sofa and as I have mentioned previously, it appears of high quality. To be perfectly honest, even the shipper was somewhat disappointing in the end. The gentlemen were agreeable and did their job carrying it into the house. They grumbled amongst themselves that there were too many doors to carry it through (4) so I guess I have to apologize after the fact for the layout of my home. I tipped them for their service. I didn’t receive a “Thank You” or much less any kind of acknowledgement of my gesture. Perhaps it wasn’t enough for their troubles, or they were already worrying about who many doors were at the next stop.

The whole experience was not what I could call a Customer Service success story to be shared at Club Furniture. It was far from it. You may read this and think, none of this really adds up to much considering I did get the sofa in the end. My point to you would be that as a customer of your product, you really strive to make sure they feel you are part of their family. I guess perhaps if that is the case, I feel more like that distant relative once removed that you hope never to see or hear from again. Mission...

By the time I found clubfurniture.com I had been searching for a set of comfortable, quality leather chairs for about 8 months. I had ordered 2 sets of chairs from other vendors and sent them back prior to this order (mostly due to poor quality leather or cushions). After unsuccessfully shopping for leather chairs at about 15 stores around the Dallas/Fort Worth area, I came home to OKC somewhat dejected.

Ultimately, I was looking for a top grain leather chair made with soft, quality, handsome brown leather. I didn't want the leather to feel waxy, or like it was that cheap layered leather. I was also looking for those chairs that when you sit in them, you can sink into and not want to get out of. I was willing to pay about $2k a chair or so for a total of $4k for a pair. I mean, at the end of the day I was really hoping that they would be chairs that'd both last a while and that my wife and I or our guests would enjoy sitting in.

When I found clubfurniture.com my wife actually picked out the chair style. For me, all the boxes were checked on what I was looking for but I was still somewhat apprehensive because.. well, this is a somewhat expensive purchase to make sight unseen and without knowing how comfortable their furniture was. But we took a chance because we were getting tired of looking and it seemed to be what we were looking for. The leather quality was fantastic, they actually sent me a set of all the leather options in little swaths in the mail prior to the order being finalized. Good thing that they did, the leather I thought I liked actually didn't make my top 5 once I saw the samples. Also, this furniture Made in America (North Carolina), which I love. The cushions are hand tied spring cushions that I could also add a down wrap on to make it more plush (I did). Also, the frame wood is kiln dried so I felt good about its durability. But just in case.. they had a return policy that would have allowed me to return them both for a full refund (I just had to pay to ship them back), even though they were custom chairs?! I actually told the salesman that if the chairs weren't comfortable I'd willingly send back my 3rd set of chairs. He assured me that more than 90% of chairs never come back and that he was confident that I'd be satisfied.

Suffice to say, I knew upon seeing them that they were exactly what I had been looking for! Not only were they gorgeous, but the leather is gorgeous, soft and is what you would hope for at this price point. Most importantly, I sat in them and didn't get up for an hour or so.. they are fantastic! I've actually had multiple guests come by since receiving them and they are the preferred seating in my house now. I would not be surprised if a few of my buddies order from clubfurniture.com in the future.

Also, I'd be remiss to not mention that we had one minor issue. On the cushion of one of the chairs some of the stitching had come loose in a 1 inch spot on a seam. I contacted clubfurniture.com and they decided that they would send me 2 brand new leather covers for the seat cushions and that they were already in the mail. WONDERFUL customer service!

All of that to say, if you are in the market for furniture, especially higher end, top quality furniture.. consider these guys as a very valid option. They have been fantastic to this point and I look forward to enjoying these chairs for years to...

I know this is long but I want people to know what a great experience we had with Club Furniture. My wife and I needed to buy a new recliner for our family room. Our Lazyboy recliner was falling a part after 6 years. To be fair I'm a big guy at 6' 4" and 280 lbs. We went back to Lazyboy looking for basically the same chair, however, the quality of the same-type of recliner was very poor compared to what we had. But the upholstery was looked like it was done by amateurs and the arms were loose and creaked when you got up, so we left. We checked a few more big furniture stores and they were about the same or worse. So we started to look online. After a week of looking, we kept seeing Club Furniture come up and we really liked several of their chairs. I have to say that buying a piece of furniture online and never seeing, touching it or sitting in it is scary. But we read the reviews, the return policy and decided to go with Club Furniture. We picked out our chair (Arthur Chesterfield in James River leather) and ordered it online. After a few days we received an big envelop with a copy of our order selections and 30 leather samples so we could verify we picked the leather and color we wanted. Very nice! We were impressed! We were concern that the color we picked seemed very dark by the sample. The instructions said to call them when we were ready to verify everything and place the order. We called and spoke to Darin. Darin walked us though the process, discussed our color choice and how the leather color was more a dark Oxblood. I have to say he was very knowledgeable about everything! After 4-5 weeks Club Furniture called and told us our recliner was done and gave us a ship date and the shipping company info. Then the shipping company called with the day and estimated time of delivery. The recliner arrived on time and undamaged and the shipping guys placed in my family room. The recliner is perfect to say the least. The assembly work is top of the line and the leather is just beautiful. My 3 adult kids were very impressed with the design, quality and comfort of the chair. I've had the chair about 6 weeks and it's great. We will definitely buy from Club Furniture again! It was a great experience thanks to Darin and a great...