Furniture of America California — Local services in City of Industry

In an era where exceptional customer service and support is relatively rare, it was refreshing and delightful to experience just that with Furniture of America California.

I ordered their Pemberley Row bookcase (really liked the geometric offsets of the design) from Amazon. The furniture was well-packed. The assembly instructions were detailed and clear. Even so, I did have two issues assembling the bookcase, essentially self-inflicted.

First, I inadvertently reversed one of the pieces on each of 3 "rows" so that when it came time to connect the rows into the bookcase, my screw holes didn't align.

Second, I applied quarter-size "sticker dots" that matched the grain of the furniture to cover screw holes where I didn't need to. Which meant I ran out towards the end of the assembly when I still needed some.

I called FoAC for support with the alignment issue, and was politely and promptly assisted by Berenyce. She provided guidance for submitting pics to help them assess the issue, and promised their team would review and respond, which they quickly did. Their assessment, and Berenyce's clear discussion regarding the issue showed me what I had done wrong and how to correct it, which I did. At which point the bookcase connected easily.

I reached out separately regarding needing more sticker dots and was assisted by Kristie H. Like Berenyce, Kristie was polite, professional, helpful. Long story short, she procured a set of replacement stickers for me and shipped them out to me promptly, so I could finish and start enjoying my new bookcase.

Count me as an exceedingly satisfied customer of Furniture of...

As a new FOA customer I was disappointed to find that I was missing several parts from an order placed through Walmart via Hayneedle for one of the two twin beds ordered. My 9 year old smiled happily while her bed was assembled but when it came time to assemble my younger daughters bed she was upset to hear that 3 of the 4 support legs were missing parts. As a mom I was heartbroken seeing her little face and even more frustrated when I was told by Hayneedle that they couldn’t help me with replacement parts due to it being past the supposed “30 day limited warranty”. This story takes a drastic but beautiful turn once Customer Service Associate Janet Francisco got involved. From the moment she answered the phone with her friendly and calm demeanor she took hold of solving my problem as if it was her own. She related not only as a mom but more importantly as a customer service extraordinaire!!! She took it upon herself to figure out the exact parts I needed, worked with warehouse personnel to find the missing parts, and lastly proceeded to provide me with tracking information to ensure my parts were UPS’d in a timely fashion. FOA is so lucky to have an associate like Janet who not only has a high sense of urgency when it comes to assisting customers but who also offers consistent follow up during all parts of the sales cycle. It’s because of Janet that FOA has proven to be highly effective in gaining my trust as a new customer. From me and my now 2 smiling daughters we send our thanks Janet, you truly are...

I purchased a reclining sofa and had issues with it about five months after purchase. . The Representative I spoke with was Janet .Francisco. She was soft spoken, kind, respectfull, as well as having a great sense of humor, while being professional. Good customer service is important to me. I appreciate the fact that she worked really hard to get my issue resolved and always stayed in contact with me so I would know exactly what the status of the situation was. It took quite some time to get the issue resolved and the outcome wasn't exactly what I was expecting and wanted from them, however we compromised and the case was closed.. Not just this company but all companies need more Reps like Janet. She is kind, pleasant to speak with and cares about getting her customers taken of. To the customers or people looking to purchase, always remember when you talk to a customer service representative they have there job to do and can only do so much. They have bosses and company policies to go by just like anyone else and if you get a rep that is a little snippy snappy,, just remember everyone deserves to have a bad day here and there. So please don't be nasty or ugly to your Reps. It's not the person you are talking to fault.. Be kind to everyone, you never know you may be the only person that has been kindv to them... Have a Blessed Day!!! Thank You again Janet for the great...