J & L Furniture — Local services in Florence

Unfortunately we had a very bad experience with J & L Furniture. I attempted to purchase new bedroom furniture for my son after he recently purchased his first home. We went to J & L and picked out furniture the second week of November and the owner told us it would be 4-6 weeks, which would put it around the week of December 16th. After we heard no update from the owner at the 6th week mark, we called and he said that the furniture distributor was closed from 12/23-1/3, so he could not check on a delivery date but it was very likely that the furniture was on its way. Sounds reasonable, and the owner said he would give us an update first thing on Monday. The owner never called on Monday, we called him at 5:45 and he said he would call back in an hour and of course never did. They are closed on Tuesday so we did not hear anything although I left an urgent message. I called at 11:30 on Wednesday and the owner said their phone line were out on Monday which was why he did not call back and he was just getting to messages on Wednesday. He confirmed he would check on the order and get back in 2 hours which he did to say he did not have an update. 45 minutes later he called to say that for some reason the order could not be found or was never received from J & L. At this point you can imagine our frustration and instead of apologizing profusely and giving us options in order to make this right, he simply says I don't normally do this but I suggest you cancel your order and I will refund the deposit that I have kept since November. I call to give him my credit card number and all he says is I will process the credit as soon as possible. I will never do business with J & L or recommend them to anyone, which again is unfortunate given my son's millennial friends are all starting to buy houses and need to fill them...

If you're shopping for furniture, don't pass by J & L in Florence, KY.

I was in the market for a new sofa and had looked online and at every local furniture store. I wasn't satisfied with the selections or quality anywhere.

I went to J & L and immediately fell in love with one of their sofas on display.

John greeted me and was so personable. He explained that the sofa was made to order in North Carolina.

The quality was incredible and there were so many options. I chose my configuration, fabric, stitching, arm style, cushion style, and if I wanted attached or removable cushions. Then he helped me choose fabric for my throw pillows. All of this was included in the price of the sofa.

I must add, I stopped in several times before making my final decisions. There were so many configurations available. I'd go home, measure, and change my mind several times. Never once did I feel pressure to purchase and every time I visited the store, John was just as friendly and personable as the time before.

They don't offer delivery, but they have a company you can schedule delivery with if needed. I used them and was very satisfied. They worked around my schedule because I needed a Saturday. It was a seamless process.

I highly recommend J & L Furniture if you're looking for quality furniture and excellent customer service. They are a true gem...

Never again. I want to support small businesses but small businesses can't lose sight of their number one priority, customer service. I went to them when I bought my first house looking for a good quality couch. The representative was very nice and helped us find exactly what I was looking for. Upon purchasing this $2,000 couch he notified me that I will not only have to wait 4-6 weeks for my couch (and he emphasized that it could go right to the 6th week) but that I would have to pay $125 for it to be delivered. Both pieces of information that would have been very handy to know up front. But where they lost my patronage forever is how I did not get my couch until 8 weeks later and only because I called them about it. Turns out they have to have a minimum order with their supplier before they will ship everything and that minimum was not met and they were not aware until I told them I was waiting on my order at the 6 week mark. All of this still could have been salvaged but I got no apology and perhaps they could have paid for the very late delivery themselves but I was still expected to pay for the 2 week late delivery of my couch at $125. So with that in mind I will never support them again and I let all my friends know to...