Kimbrell's Furniture — Local services in Durham

On our most recent trip we were looking for quite a bit of furniture and we were greeted by a sales lady. Instead of asking us to let her know if we have any questions or need anything, she followed us around the store kind of from a distance. We didn't really engage with Jan Brown much at first and we witnessed multiple other customers come in and actually ask for help and she rudely turned them aside saying she was busy with another customer and they were 4th-5th in line before she could help them. We were not at a point where we felt we needed her help as we hadn't even decided if we were going to purchase anything yet from there. She could have assisted them. One of the customers she turned away had already made a purchase and was looking to pay or set up delivery or something and she finally told them rudely again to go to the office. She was nice to us while we were selecting items but somewhat pushy. We were told that some of the items would need to be ordered and would take about 2 weeks and they would call to set up delivery. About 2 1/2 weeks later we hadn't received a call so we called and were told that one of the items hadn't arrived yet but was scheduled to be in the next day. My wife called again the next day and Jan told her the items had arrived but some of the employees began opening it to put it out on the floor and we would need to wait another 2 weeks for another order or we could take the opened package. We agreed that as long as it wasn't damaged we would accept the opened packaged and got the delivery scheduled for later in the week. Delivery day we are originally told that it should arrive at our house in the morning. At around 12:30pm, still no delivery, we call and ask for an update on the delivery and we are told by Jan that it is already out for delivery and expected between 1-5. We had other plans in the evening and had to leave by 4ish at the absolute latest. We told Jan that we were told it would be delivered in the morning and she began getting extremely rude on the phone saying its already on the truck and out for delivery and "lets see if we can rearrange all our other customers deliveries to accommodate you then" and she began arguing with my wife on the phone. My wife tried explaining that we were told it would be delivered in the morning and Jan cut her off saying "hold on, let me check if we can move everything around just to make you happy" Put my wife on hold for about 30 seconds and came back saying "sorry everything is already out for delivery and nothing can be changed, they will be there between 1-5 and someone has to be there to accept the delivery. So we asked that the driver call us about 1 hour before they arrive so that we had an idea of when they would be there and possibly make arrangements for a neighbor to accept the delivery at our house for us. So we waited and waited and waited, at about 4:15 still no call or delivery, we call back and Jan says the guys are at Kimbrell's loading our pieces onto the truck(I thought everything was already out for delivery??) She said the GPS they have is saying they will be at our house in 30-40 minutes. We said that cant be we are only 8-10 minutes from the store. They end up finally showing up at about 4:35 and dropping off all of our order. All items were still in original packaging so what happened with our items being already opened?? Delivery guys were great. We seriously contemplated telling Jan to keep our order and issue a refund. this was by far, the worst customer service experience I have ever been a part of. For clarification, my wife did have the direct conversations with Jan on speaker phone so our kids and myself heard all of the conversation first hand, this is not hear say. My mouth literally dropped wide open when I heard some of the things Jan would say (to a paying customer) I cannot believe she is in a customer service position and should not be. I will refuse to do...

I strongly recommend not buying anything from the Durham location. I was told they needed to see a bill to prove residency. I sent the bill and was told they need to see the whole bill to make sure it’s not disconnected. Please tell me what my utility status has to do with me buying furniture? Is this only for your African American customers or for everyone? I could tell who the person was that called me because when I entered the store for my refund for my down payment she wouldn’t even look up. To my understanding this happens a lot. She really needs to be fired for such a discriminatory display! Show me in the policy where this is the correct protocol for a paying customer. Is this how Kimbrell’s handles business? One thing I do know is that I will never spend a dime with the company and I’m sure there are others that have been profiled as well. Hopefully, this behavior will be corrected! My sales associate Jan was great!

9/16/25 I have a different permanent address that I use rather than where I actually live. That address was put down by mistake and that was explained. Regardless of that, the question at hand is why am I being asked to see a bill in its entirety specifically to see if my utilities are disconnected? All you really needed to see was my name and address. Please show me in the policy where this is a part of the approval process. And furthermore, from my understanding this happens all of the time except for those of Latin descent. Kimbrell’s will never get a...

I have been looking for a sofa for more than 6 months. Due to the pandemic, just about every store has items back ordered for several weeks (Ashley is the worst of them all).

I found Kimbrell's via a google search yesterday, found a sofa I liked, and the sofa got delivered the same day. After been told for months that I wouldn't get my sofa for 12 to 20 weeks, this was a win for me. Rodney and Gary contributed greatly to this fast turnaround, they both provided excellent service! Thank you!!

They almost lost the sale because of one of their Admins called Rosemary, she has no sense of customer service nor does she understand what it means to support a sales team. Just ignore her like I did, and deal with the men in the store, they're so much easier to work with.

I would also highly recommend you do your research on prices before you commit to making a purchase at Kimbrell's or any other furniture store, otherwise, you might end up paying more than you need to. Don't be afraid to negotiate (be reasonable though lol) or see if they would compete, and price match with other vendors. I would definitely be a...