We were very frustrated trying to find quality, comfortable furniture in a more traditional in style for the living room for the new house we’re building. We’ve also been frustrated by the lack of samples to actually “test sit” at most stores.
Based on a recommendation, my husband stopped in on his way home after a very disappointing day of scoping out more furniture stores. He said the store seemed great, lots of options, room settings and La-Z-Boy (his favorite recliners!). Hope was resurrected!!
Went back together to check it out more thoroughly. Doing research beforehand, the website was a very pleasant surprise; crisp and clean and simple to move around and an online room planner! Overall, a great user experience! The flicker of hope was now a small flame!
From the outside, the store looked enormous. A good sign for looking and “test sitting” but….would we even be noticed? We were quickly greeted by Tracey with a warm and friendly smile. I tackled the first question right away…delivery. We live outside the usual delivery radius, and, thanks to the above mentioned clear and crisp website, we were aware you considered these situations on a case-by-case basis. Tracey said given it would be a full living room set, it would likely be ok, but she'd confirm it. Well, that was easy! The flame was getting bigger, and we weren’t even out of the entry area of the store yet!
We were armed with the floor plan, Houzz app, a sample of our flooring, countertop, and cabinet wood. Tracey was armed with solid knowledge of the inventory, the various pros and cons of the styles/brands, nifty floor planner pieces/graph paper, terrific ideas/suggestions, a marvelous sense of adventure combined with her talent and great sense of style.
In about what felt like no time, we designed the room, chose the pieces, picked the fabrics and wood, had rough pricing AND chose the stools for the kitchen counter. Jeepers! Had to run for another appointment; Tracey reassured us it was fine to come back after and finish choosing the fabrics; she'd consider side tables etc.
While driving, we discussed what a great experience it had been and decided we’d like to buy a dining table as well. I called to let her know we’d like to include that in the afternoon if possible. Tracey said it would be no problem, she’d have some recommendations. Our little flame of hope was now a nicely crackly campfire!
I noticed the folder with the estimate was designed to be dropped cleanly into a file drawer and the label can be easily read. Now that is attention to detail! It’s a small thing but it told me they pay attention to even the small things. Confidence in our decision to work with Drury’s had been added to the flames of hope.
Part 2 of our adventure was just as wonderful part 1! We returned to find her recommendations for the counter stool fabric choices, several ideas for side tables, and 2 great recommendations for table and chairs. She had confirmed delivery was feasible, with only a small surcharge and that they could hold the furniture for a short time if the house wasn’t quite ready. We finished the afternoon with finalizing the counter stools, the dining table AND creatively solved for what to do with the table bench I “had to have” when the table was sized for only 4 (we’re using it as a bench at the front door for guests to put on their shoes…). At Tracey’s very practical recommendation, we held off on side tables until we’ve moved in and have a chance to see if any of our existing side tables might work. I’m not sure how much more time Tracey must have spent pulling together all those recommendations for Part 2; they were thorough, absolutely aligned to the look and feel we want, and deeply appreciated.
End result: An AMAZING overall customer experience and the flame of hope is now a bonfire of anticipation! My brother and his wife were right and you have 2 more customers for...
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