Powell's Furniture and Mattress — Local services in Fredericksburg

I am a loyal customer who has purchased furniture from this store several times. I first purchased furniture in 2014 with the damage protection package to which I was supposed the receive a store credit in 2019. I went in 2019 to purchase more furniture and a salesman, who still works there, told me he has no idea what store credit I’m talking about even after supposedly talking to his manager. I go back in October 2022 to purchase more furniture and ask about my store credit AGAIN. I’m told oh you’re too late and I asked what could be done due to the salesman refusing to give me the credit and not me simply forgetting. I was told I would receive a call the next day about it. Never received a call. I called back three weeks later asking AGAIN about my store credit. Was told to leave a message with the only person employed there who can assist with it and she would call me back. Still, no phone call. I have paid thousands of dollars spanning eights years to Powell’s furniture expecting the upmost professional treatment only to be met with disreputable and lazy treatment. They do not care about customers, only making a sale. I will advise anyone to purchase never use this store.

UPDATE: I finally received my damage protection refund after waiting three years. It took me leaving a negative review on google to receive assistance. During the first phone call I was told by Powell's furniture to update my review. While I was unable to previously get anyone to return my calls concerning my refund, I did receive an additional phone call within a few days asking me to again, update the google review. I wish I had received this type of urgency the several times I inquired about my refund over a three-year span. I am still waiting on the delivery of a sectional I bought approximately six weeks ago. I truly hope this unpleasant experience will not negatively impact the delivery of...

I want to start this review off by first recognizing the sales approach at Powells, I have been to many furniture stores and the laid back approach is quite pleasant and the buying process was quite simple. We purchased our sofa in May of 2020, and understandably there were shipping delays but they kept me well informed of the process and we were able to get our piece by July 4th. However after receiving our piece things went down hill. We quickly realized our "performance fabric" was not going to stand the test of time. With in 2 months I was reaching out to powells as the fabric was pulling apart, at this point they were very nice and told me to keep track and if it got worse they would mediate. Well a few weeks went by and it got worse. Someone came out to inspect and they told me they would provide new covers to replace the damaged pieces. I was a bit frightful that this would just happen again, and within a few weeks they started to appear, the textured fabric was pulling apart. This time I will admit I let it get worse to prove the full extent of the faulty fabric, however when I reached out this time things didn't go as well. I was informed that the company would no longer be providing replacement pieces and that recovering my piece (which is allowed by warranty) wasn't an option unless I wanted to spend thousands. Months have gone by and this issue has continued to yet worse yet Powells continues to refuse to admitt this is not the quality fabric I was sold. I have a couch in my basement that is over 6 years old that I spent $500 on that looks better than this one that I spent thousands on. I really appreciated the pieces and the sales experience at powells and had expected to be a long time customer, but after this I'm not so sure. As a company you should stand behind what you sell and if it isn't the quality that is promoted it should be replaced with...

Recently visited Powell's Furniture in Fredericksburg Virginia, and received outstanding service and patience from the Asst. Sales Manager Vince Usman. Not knowing the exact model of living room set we were looking for Powells was our second stop in searching for the perfect sofa and chair set. Vince provided outstanding information on the set, which we liked at this location explaining the manufacturing process, location of manufacture, and the study structure used in Powell richer construction. Additionally, he provided reassurance in the Powell name and the family owned businesses established longevity and ability to back their products quality. Understanding this was only one stop in our search of a furniture major purchase Vince was not overaggressive trusting that his product would bring us back. We ventured through various competitors within the local vicinity, and nothing compared to the quality and design of furniture at Powells. Within two hours we had returned and closed the deal for the celadon raffia sofas and chair set. The delivery process was coordinated and scheduled within minutes, and scheduled for the next business day as we purchased on a Sunday with a Monday holiday delivery was prompt on Tuesday morning. This leads me to my next point which is that Powells furniture delivery service is top-notch, early in the morning of delivery. I received text confirmation from Ashley of the scheduled delivery and arrival time planned. Mack and Trey arrived on time and promptly engaged us with questions of the floor, plan and intent of positioning for the furniture, while physically and visually assessing best entry ways to minimize any damage to our new furniture and our home. Thank you Powell's team you have earned our business and can look forward to future purchases...