BILTRITE Furniture-Leather-Mattresses — Local services in Greenfield

Since they've been a 'locally and family-owned business since 1928' they seem to think they can't make mistakes or that their furniture can't come with flaws. We recently bought a dining room set. It's beautiful, but it has been nothing but problems since it arrived. First, locks had to be installed due to the leaves not staying together. I don't think this is an unreasonable thing to expect your table to stay together. Second, the top had to be sent back to be refinished because it was not done appropriately (per a professional that we know personally, although BiltRite will deny it). I should also mention that when my husband dropped it off, there was not a single scratch to it, only the faded spots which could only be seen in natural light (which is why we didn't notice these spots right away and how the professional could tell it was not done properly). However, I later got an email that day about how scratched up the table was. WHAT HAPPENED TO MY TABLE AFTER HE DROPPED IT OFF?!?! It makes me wonder if someone did something on purpose to make it look like we were negligent instead of taking responsibility for a possible defective job! Third, upon receiving it back, there are now a couple big scratches on one of the edges. BiltRite has done nothing but blame us for damage (and even accused us of wanting a lifetime warranty), even though we have used nothing or put nothing on the table that would warrant any of the damages. EVEN SO, a table this expensive should definitely hold up a lot better. Wear and tear should show up over time, not a couple months, especially for a table that is barely used and well taken care of! We are NOT abusive or negligent to the things we own.

Some of the communication with the sales manager has been unprofessional and accusatory without a single apology. I have asked several times for a store manager or store owner's contact information or for them to contact us. Not only has it been weeks without communication, but they've refused to give me the information to contact the store manager or owner myself. This is EXTREMELY unprofessional! Regardless if they would do anything else or admit to any wrongdoing, it is awful customer service to avoid a consumer. I can only assume the customer service manager is the same person who comments on these reviews, because I would think if the actual owner or store manager saw that a consumer wanted to be contacted by them, they would have the decency to reach out.

Overall, we do not feel we got the quality of furniture we paid for, and I will not give an arrogant and unprofessional business another dime if they don't even have the decency to contact a consumer when requested. We will shop where we know customers are treated with dignity, respect, and compassion.

On a positive note, the lady who checked us out when we made our purchase and the guy who put the locks on the table were both extremely sweet...

I recently had a fantastic experience with Built Rite furniture, and I can't say enough good things about their products and service. As a shorter family, finding a sectional that suits our size was always a challenge. Many sectionals out there are just too deep, leaving our feet dangling above the floor. Fortunately, we stumbled upon Built Rite through a radio ad, and it turned out to be a game-changer for us.

At Built Rite, we discovered the perfect sectional that not only fit our proportions but also had durable fabric that could withstand the playful antics of our dogs. We were so thrilled with our initial purchase that we decided to return for another piece to extend our sectional even further. Troy, one of the knowledgeable salesperson , played a pivotal role in guiding us through the selection process. He patiently educated us about the quality of their furniture and introduced us to various furniture makers they collaborate with. Troy also helped us understand the different fabric grades, which made it incredibly easy to choose one suitable for our needs, especially since we have two little, clingy dogs who are always by our side.

The delivery of our furniture was impressively smooth and efficient, even though everything is made to order. It's worth noting that you should be prepared to wait between 6-10 weeks for delivery, but the wait is undoubtedly worth it.

During our visit, we had the pleasure of meeting Randy, the owner, and had the opportunity to personally thank her for offering small-scale furniture options. This level of customer engagement and commitment to quality really stood out to us.

In conclusion, Built Rite has become our go-to furniture store for all our future needs. We've already been back several times, and we can't recommend them enough. If you're in search of perfectly sized furniture with exceptional service, look no further...

This was my 2nd purchase at Biltrite. I came back to shop for living room furniture after my previous excellent experience with Rick when buying a chair for my library. It says something positive about a store when they announce that they have more customers than sales people in the store (and they had plenty working) and they apologize for your wait. The lady at the desk greeted me warmly and asked my area of interest today and directed me toward couches. Because I wanted the same salesman but initially couldnt remember Rick's name she pulled out a card with pictures on and I was able to pick him out! Once again he helped me find the perfect sofa and chair (both are Smith Brothers - American made which he remembered was important to me). He then asked if I would like Gloria(?) one of the owners to help with design/ fabric choices as I was on the fence. She helped immenselywith narrowing them down . Jeanne (who said she was new but she was awesome and very efficient) helped me with the financial portion of my sale. Everybody at this store is so nice and you really feel you can trust them. I was given as much space and time as I preferred- Rick was there to answer questions but not pushy or trying to get me to buy something I couldn't afford. I was even given a free flag blanket for Veterans Day and a $95 gift card to use on a sale next year. This is my new favorite furniture store! I will be back next year to use...