Furniture Fair — Local services in Fairfield

EDITED REVIEW After writing this review I was contacted by a manager at Furniture Fair. He did a great job explaining how they have improved the process of setting appropriate expectations of their customers when it comes to warranties and service plans. Additionally, he offered to refund the price of the service plan we purchased, and work with us on the price of a new set of couches. i thanked him for his patience in listening to me vent, and let him know that I would give Furniture Fair a chance to make it right.

Fast forward several months, and my wife and I found ourselves in Furniture Fair again... looking at couches. The salesperson was very helpful and kind. Together, we picked out two amazing couches. It was at that time that I explained to him our previous experience; name dropping the manager who contacted me from before. I'm sure this is not the type of thing a salesperson likes to hear, but he was very professional, and got the manager involved to make sure he was doing everything he could to make my wife and I happy.

Long story short, Furniture Fair kept their end of the bargain, refunding the purchase price of the service plan, and giving us a very good price on two new couches. My wife and I were so satisfied with their dedication to "making it right" that we purchased the service plan for the new couches.

Furniture fixed their mistake, and earned our business and trust again. I cannot say enough nice things about them. I am choosing to leave the previous review below to add context to the edited review.

I hope if you have a bad experience at Furniture Fair that you work with them. I am sure you find they will do everything they can to make you happy.

Thank you Furniture Fair, we love our new couches. You have my business for life.

ORIGINAL REVIEW I have purchased many pieces of furniture from Furniture Fair, and always been a happy customer. My wife and I have often said, "we should have started looking at Furniture Fair, it would've saved us a lot of time." However, after the terrible experiences I have had with the couches we purchased and the joke of a warranty we bought, I doubt I will spend my money there again.

2 years ago, my wife and I bought two (bonded) leather couches from Furniture Fair. We knew they weren't leather, but the salesperson ensured us of their durability and long lasting quality. We even opted for the extended 5 year warranty to repair or replace the couch in the event of damage.

We had the couches delivered and were very happy. Until...almost exactly two years later the couches started to crack and peel all over, and I mean ALL OVER. I promptly contacted the warranty service company (not Furniture Fair) and explained the situation. They had me take pictures and send them in for review. I did, and they replied saying this is normal wear and tear, and will not be covered in the warranty.

I thought this sounded fishy, so I checked the ONLY document I was provided when I purchased the warranty on the two couches. Trust me when I say, it was a one page document, with no exclusions, and was worded in such a way to lead me to believe (when I bought it) that anything would be covered, including wear and tear.

I explained this to the warranty company and asked them to send me a copy of the warranty. They did, and it was nothing like the warranty details that was provided when I bought the couches.

At the end of the day, the couches have not been repaired, the warranty company will not budge on their refusal to repair, Furniture Fair refuses to acknowledge the bait and switch with the warranty, and we are left with two hideous couches that are (sometimes) painful to sit on.

For Furniture with Cracks and Tears, Your Worst Buy is...

Last month Oct 2018 I went to Furniture Fair looking for a recliner because I was having back surgery in Nov 2018. I told the sales lady about my back surgery and that I was looking for a recliner that specifically fit me that when I sit with my back against the back cushion my feet would still touch the floor. I told my sales lady that my care team told me not to get a recliner that swivels because after surgery I'm not allowed to twist my back and no recliner that glides because of the limit of back movement I'm allowed after surgery. I found a few recliners that fit me. My sales lady told me which chair was the best quality made so I bought the one she advised was the best. She incompetently failed to disclose to me that the chair I was buying per her advise is a Center of Gravity recliner so I could make sure from my care team that this chair would be fine to purchase to use after my back surgery. Two weeks ago I had my back surgery and began using the chair and found that the foot rest doesn't stay up when my legs are laying on it. I have to use my arms as leverage against my side table and kitchen counter top in order to keep the foot rest from closing up while I'm sitting with the foot rest in the open position. My niece who was caring for me would have to prop something underneath the foot rest when I was napping in it so it wouldn't close on me. I called Furniture Fair and they sent a serviceman to my home to look at the chair and that is when it was disclosed to me by the serviceman that the chair was a Center of Gravity chair and the foot rest doesn't lock in an open position. I've purchased many recliners in previous years that always locked in an open position. Today I called my sales lady about my concerns and told her I can't use this chair and asked if she could speak to mgmt to see if they would kindly consider letting this chair be returned for a chair that will work for me. She said I'll ask mgmt but, the policy is 3 days for returns. She said I will check the floor to see what chairs we have that will work for you and I'm sure you will need to come into the store and buy another chair. She said I will call you back a little later today to let you know. I waited patiently all day but, I had the thought in my mind because of her attitude while speaking to me that when we hang up I wasn't going to hear back from her at all. My mind was right, I NEVER received a call back from her and I doubt she even asked mgmt as she told me she would!!!! I've always been very happy and satisfied with the good quality of furniture I've purchased and my husband had purchased from Furniture Fair in the past years. I'm definitely not happy that their salesman misled me to believe that this chair was the best quality from the ones we looked at. Makes me think that they are selling less quality furniture to their...

My wife and I have been dreading shopping for furniture. Last time, it was store after store with nothing, then the quality of service and soon to be found quality of product left us with a very bad memory!

We started searching online first and really didn't see much that stood out and fit our tastes. Next we ventured to a massive furniture store more local to us. Nothing we loved. Barely anything we liked.

On our way to Ikea to pick up some organizational stuff, we decided to Google furniture stores and stopped in to the highest rated option.

We were not disappointed. We were immediately impressed with the options, styles and most importantly, the comfort. The size options were adequate. I'm taller than average, so finding large recliners that I like, is difficult. Not here. Great selection, lots of comfortable chairs and tons of fabric options.

Our sales rep, Kameron was absolutely awesome. She greeted us as we walked in, which is store policy I'm sure. (Personally, I've spent quite a bit of time in retail, and sometimes it just feels so aggressive. Even when you're the rep!) Not with Kameron. She greeted is politely, gave my wife some information about the layout of the store. I took that opportunity to make a quick trip up the right side just to check styles to see if it fit our taste. There was plenty.

Kameron kept her distance and magically appeared when we would have questions. As a sales rep myself, she has the perfect balance of approach and helpfulness. She interjected really well with suggestions or personal experience, but was honest about topics she didn't have experience with. She also helped with suggestions of swatches, and her ability to understand my wife's preferences and anticipate with suggestions was uncanny. She has a very bright future in sales, no matter what she's selling.

She was impossibly patient with me while picking a recliner. Im admittedly picky. She was diligent in suggesting options and fast with information.

If I'm exaggerating how patient she was with me, its no exaggeration when talking about my kids. They were wonderful for an 8 and 6 year old who were on a 3 hour furniture shopping date, but come on. Even we were getting to the edge as adults. Kameron was very sweet and interacted so well with them.

Once everything was decided upon, she has everything saved in the tablet, pricing set, options picked and boom. Transaction took maybe ten minutes to place the orders and we were out the door.

Thanks, Kameron! Well done! Check out Gap Selling by Keenan. Put ya on the...