Trivett's Furniture — Local services in Fredericksburg

The customer service at this facility is one of utter disappointment and unprofessionalism. We have purchased many items from this store for our new home and we would have appreciated better communication than we have received. We understand that COVID has been a major setback on a global scale. We understand that there are going to be delays. What we do not appreciate or understand is the lack of clear transparency of communication. We went to arrange the delivery of our items in May, and we were informed that everything would be delivered except for our kitchen table in mid- June. Due to COVID and the factory being shut down things were being delayed; completely understand. The delivery came in different shipments at different times that we were not aware of and fortunately someone was home for the second truck that came hours later. We still were missing several items that we were informed would be delivered. After placing a call to Trivetts inquiring of our missing items, apparently someone left it off the ticket when we went to arrange delivery; no apology. They said they did not know where our furniture was, due to COVID there is a delay. We understand that, but that is not what we were told when we went there to arrange delivery. Jim proceeds to say, “well you didn’t notice it either on your ticket when you came to arrange the delivery” Excuse me?! I did not reply to this statement but told my husband. When he went in the store to address the issue and the statement Jim made, there was absolute silence. I called again a few weeks later to get an update, I explained the reason I was calling and to get an update about our shipment. The associate proceeds to say that because of COVID she was furloughed and does not know anything about our order. (in my opinion, you would find out as you are working with customer service, but that’s just me “I don’t know” is not an answer.) We arranged everything in May to ensure at least a month’s time to get a delivery of which we were told that would be plenty. After several phone calls and debating on cancelling our order, we finally get a call (we are now in July) from a nice chipper lady who says, “we have your furniture and we can deliver Tuesday”. YAY! Tuesday comes and I told my son to call me if something is missing. Sadly, I get that phone call. I call Trivetts again and the once “furloughed” lady answers who is now irritated that I am yet again calling about missing furniture. Well guess what lady, so am I. She proceeds to be incredibly rude yelling over the phone again stating that COVID has caused unexpected delays and she doesn’t know what else to tell me. I asked to speak to the manager she said she was the manager. I told her of how unhappy we were with customer service and the experience we have had. I get and understand about COVID related delays, but transparency in the beginning would have been much appreciated. We do not appreciate the unprofessionalism and the misrepresentation of goods. Based on these interactions with these people, we will not buy another item from this establishment. I have gone elsewhere for another sectional and yet we are in the market for buying another sectional for another room. You Trivetts have lost a customer here as well as other potential customers as anyone and everyone I know has been informed about this issue. Several of which are in the market for new furniture. So there you have it, this...

I just purchased a unique coffee table from Trivetts and am taking it home in my son’s car right now. I’m leaving with a sour taste in my mouth. I spent $600 on the coffee table so it’s not a cheap piece. Tina the salesperson greeted us and had a bad vibe about her the minute I walked her over to the coffee table I wanted to purchase from the store. She stated she had her eyes set on the table too and that she was attempting to get her son to purchase it for his own house. She did not seem interested in selling the table to us at all. I asked her if the coffee table could be delivered to our home since it is very delicate and heavy table but she stated that they don’t deliver accent pieces even though I live only 20 minutes away from the store. I was ready to pay for delivery but she did not offer any help with that. She showed us some reclining couches and said if we purchase that she’d throw in delivery for the coffee table along with it then. I was surprised to see my coffee table had been pulled up on the floor by the door without it being on a trolley. Tina and another sales lady helped my son load it up in his car. It was very upsetting when i noticed no male salesperson was available to load the coffee table into our car because we all could have used that level of physical strength. I would help but I had surgery and I’m not healed yet. While loading it in the car I noticed the table was already falling apart probably because of lack of appropriate professional help in loading up the furniture. Tina said we could try to nail back the pieces of table that were falling apart ourselves. I asked what if we can’t nail it back will we get a refund? She said no once we take it home there are no refunds. I found it interesting that she did not care when my young son and her put the glass piece of table first in his car and she was perfectly cool putting the heavy table on top of the glass which would have most likely damaged the glass too. It was the other sales lady who told my son to take the mirror out and to place it safely on top of the table to avoid damage to the glass piece. I am really curious how a perfectly good table suddenly fell apart by the time we were loading it into the car. Fortunately for me my husband is good at fixing things so I’m cool. I will never purchase anything from this store again after reading other people have also had bad experiences...

DJ and Lynn were absolutely phenomenal! DJ is well knowledgeable of the furniture products, options and styles.His genuine concern in helping us to get what we needed for our space with what we in vision was an upmost appreciative and less stressful. Then Lynn with her exterior design skills made everything come together. I shared with her the paint color that was in that spaces and she selected patterns that were on point! Thankfully I came in on the right day and right time! UPDATED REVIEW Yes, the salesperson did a get job telling us lies about how good of the furniture is and stuff forget to mention how TERRIBLE the furniture is made along with how TERRIBLE delivery is and how TERRIBLE customer service support is in the Corporate/ Distribution Area and how TERRIBLE the refund department!

A $500 Office Desk delivered with no desk handle. Delivery guy call the office reported. Weeks later office stated they never got the call-don’t have will mail. Mailed a handle for 500 desk for the customer to put on and IT DID NOT FIT. Call repeatedly to this day the handle is still off. Oh they said it needs to have drilled different holes . Sofa sectional delivered without chaise. They did not know where the chaise was… literally! The 4,000 other sofa piece-got dropped on the sidewalk by delivery ppl. I Reject the sofa. Repeatedly called and given the run around. They are unwilling to give us a refund saying we only can get a store credit. I am being forced to purchase from a store I no longer want to do business with! The owners need to know about this and if they do they apparently do not care! 2Update:Had to dispute the charges with the credit card company. The credit card company card the store. Then eventually Trivets refunded the funds. Y’all can have Trivets ended going back...