US Furniture Direct — Local services in Fayetteville

Update on 7/14: a licensed, insured contractor provided an estimate for the repairs & they are almost $3200. We'll see if US Furniture Direct steps up to pay for the damages their delivery service caused. So far, no response to emails sent with over 70 pictures of the damage along with the estimate.

They admitted to firing the third party delivery company due to handling of our complaint. Now they are offering originally $250 for repairs or offered to use their contractor who claimed it would be $500. When we asked whether or not their contractor was licensed in the state of SC, they said no but the LLR for our state says they need to be licensed for any repairs over $500.Then they offered $1000 for us to use our own people, but claimed anything more than that was unrealistic. Now they want us to send all these new pictures of the damage when I clearly told them what I sent was only a sampling of the damage. They basically threatened us to take them to court. How can they win when they admitted guilt after firing the delivery company.

First they said they were delivering between 4 & 7 PM on Sun of Fourth of July weekend. Then they didn't call until 842 & said it would be another hour before they got to our house for the delivery. After being told they could not come that late, we were repeatedly pressured to commit to a delivery the next day. Alex, one of the managers, offered only a $50 refund for the inconvenience of waiting all afternoon Sun & having to wait again the next day.

Then when the delivery crew finally arrived, they made us sign paperwork before unloading anything off the truck. We took video showing the condition of our walls & trim prior to the delivery as it was a new construction home in pristine condition. We tried to tell the crew how our movers & another furniture company were able to get large pieces upstairs without causing any damage. However, they did not listen to us & instead insisted on leaving the dresser in the box & then tried to force it through our stairwell, around corners, & through doorframes causing gouges in the sheetrock & trim, plus marking up the paint. After removing the dresser from the box once upstairs in the bedroom, they failed to collapse the box to take it back downstairs & created more damage because the flaps were open scraping against everything again. I even tried to help, but they told me to leave it alone.

I called the company while the delivery crew was still in the house to report the damage but was told to just take pictures & email them so they could be forwarded to management. Now it's been a full business week since the delivery, & we haven't gotten any kind of response from management.

None of this behavior is what I would consider to be white glove service. Had the delivery crew stopped & listened to us, then taken our advice, most if not all of the damage could have been avoided. Their arrogance, negligence, & carelessness should have consequences. The company website says they are fully insured but then goes on to say it is the homeowner owner's responsibility to protect the walls. I beg to differ when your employees fail to listen to the home owner.

I contacted our own home owners insurance, & they said they would subrogate against the company for the cost of the repairs, but our agent did not recommend going that route unless we had no other option. I also filed a complaint with the Better Business Bureau. Maybe between leaving negative reviews & an inquiry from the BBB, US Furniture Direct will realize that they need to take care of the damage their delivery crew caused. Their furniture prices may be good, but it's not worth it if they destroy your house & won't take responsibility...

I just moved into a new apartment and was looking for a comfy, affordable, and pet friendly couch. I checked out some local stores in my area but everything was more expensive than I was willing to spend. One of the stores I went to sold Ashley furniture and had a couch I really loved. I called my local Ashley store to see if they had it in stock but they didn’t. I ended up finding the couch on Ashley’s website and decided to do a Google search to see if I could find It elsewhere cheaper. That’s when I stumbled upon US Furniture Direct. The prices were so much cheaper than Ashley for the exact same couch! I did the interest free financing option and an old address got put on the order. I immediately called and Brooke was able to update my shipping info right away. The only downside during my entire experience with this company was the lack of proactive communication. After my initial call to update the address, I hadn’t heard anything about my delivery for almost two weeks. I had called a few times to get an update and was unable to reach anyone. I had left voicemails and sent emails with a very slow response time. I finally got a call that my couch had arrived at the warehouse! The delivery guys were prompt and very professional. The customer service after I got my couch has been great. Although getting ahold of someone is still difficult, they do follow through with their word and I appreciate that. My couch didn’t have premade holes to screw in the legs like It was supposed to so Brooke opened up a service ticket for a technician to come out and install them for me. I also tore up the dust cover on the chaise from trying to put the legs on It and she mailed me a replacement. My only advice is to improve communication. At one point, I honestly thought I might have gotten scammed because that’s how long It took for someone to respond to my email/return my phone call. I can understand your business is busy with many orders but I don’t feel a customer should have to call/email multiple times to simply get a status update. However, I would recommend this company to my family and friends and I will be buying more furniture from this company in the future. I am very happy with my purchase. The price was great, it’s easy to clean, and it’s super...

Due to following reason I am giving them 1 rating, only thing I liked about their website was the price. it was indeed cheaper when I compare it with other furniture shop selling same furniture.

but be careful with your order, as lots of furniture they may be advertising on their website with discounted price may be discontinued product and after placing the order, you may get into similar issues as I got into.

I ordered 2 bed and 1 of the bed got discontinued, so I had to rush to find and place order for another bed. during this rush I forgot to check the measurement of the bed and order a bed which takes extra space and now that room looks bad.

Now everyday I feel why in the world I took this bad decision of placing order to this website, who does not even keep their inventory upto date, specially when I had experience a similar problem back in May 2023. when they did not deliver one of the coffee table, and i waited for 6 months before asking them to refund my money for that coffee table.

Delivery charge is not free, so we try to utilize that and make sure our items get delivered within same delivery charge and that was one of the reason I rushed to place order for my second bed because I do not want them to deliver one bed worth of $350 and take $200 delivery charge on that.

there could be 10 different excuse from the retailer, but they need to understand that sometime just saying "I do apologize" does not re-pay the damage they did to customer. they need to understand their part of mistake specially when they repeat their mistake and does not correct it in their...