Kings Furniture & Mattress — Local services in Hamilton

There is so much to this ordeal. I will attempt to keep it brief.

My daughter bought a bedroom set in January 2021 and Sal told her it wasn't in stock and that due to COVID it could take a couple of months to get delivered. To pay for the bed, my daughtered used the financing plan offered to her. The financing plan stated payments would start after delivery (hold that thought).

In March my daughter emailed Sal to get an update on the bed. He apologized for it not being in, but stated he would check on the delivery status. A few weeks went by and no word from Sal. In late March, my daughter called Kings Furniture only to find out Sal just left. The theme of "Sal just left" repeated itself every time my daughter called between the months of March - August. Also during this time, my daughter emailed Sal and other than the initial response, he never responded again.

Fast forward to the first week of August. Instead of calling Sal, my daughter called the financing company, West Creek Financials, to figure out why she was continuing to be billed and what was going on with the bed. The representative at West Creek stated the records showed the bedroom set had been delivered some time ago and that is why billing had begun as far Back In February and at a rate of every 2 weeks! My daughter explained the bedroom set was not delivered. The West Creek Financial rep stated she was going to reach back to Sal and give him one week to produce a signed delivery invoice. He didn't produce one. The reason he didn't was because there wasn't one.

Finally, on August, Friday the 13th, of all days, my wife and I got involved. My wife called Kings Furniture and asked to speak to Sal...and you guessed it..."he just left." She left a spirited message to person on the phone for Sal to call us back. We then turned to West Creek.

It took over 4 hours of phone calls and texts to get the issue resolved. During that time there was finger pointing between West Creek Financial and Sal. In a message to us on the August 13, Sal claims he told West Creek some time ago to cancel the order and to refund the money. The West Creek rep we spoke to said she could not find any record of the cancellation.

In the end, Sal canceled the order and my daughter got her money back.

I've seen some bad customer service in my days and this one ranks at the top!

Oh, before I forget, read the financing contract. My daughter signed what turned out to be a Rent To Own contract. I'm not sure how it was explained to her, but what I do know is at the the end of a 2 year contract she would have paid just over $6,000 for a bedroom set that cost $2,900. I'd dare say Loan sharks don't charge that kind of interest.

--Addendum Sal, thanks for the additional detail you provided in your reply below. If reviewers read your response after reading mine, and they determine my version is out of sorts, I defer to their judgment.

To that end, what is accurate is the following: someone identified the furniture as being delivered and thus my daughter began receiving drafts on her account in February for undelivered furniture; the cost of the furniture and the cost after 2 years; my daughter stated after a certain point she could not get in touch with you; there is a communication gap between you and West Creek; and most importantly, I did not call you a liar or scammer.

When I wrote this review, I admit I was frustrated. I tried to remain factual and present things in chronological order. I did not attempt to "twist" the series of events nor attempt to be "unfair" or "unjust". The intent of my review is to provide potential shoppers an accurate perspective of what happened to my family. Of course, you have an obligation to capture your accounting of events. At which point a potential shopper can then weigh both sides and make their own decision. As the saying goes, there are three sides to every story (one side, the other side, and the truth which lies somewhere in the middle).

In your closing you apologized for the experience. Thank you for...

Great service!!! No issues just fast and friendly. I had been looking for furniture for 2 months and everyone was out of stock everywhere. I made one trip to kings in hamilton and left an hour later with everything i needed. Sal is who helped me and he was truthfull with everything! He said they had everything in stock and they do. I get my stuff in 2 days delivered. It would have been sooner but i couldnt do it sooner lol. . He said the financing was easy and it was true. If you want to buy furniture with no pressure no lies and no empty promises you need to go see sal at the hamilton location. I just moved here to ohio 3 months ago and sal was the first furniture person who didnt lie just to get you in the store!!!!!!! Then tell you the furniture could be here in 6 to 8 weeks!!! GO SEE SAL AND YOULL BE GLAD YOU DID!!!!!!!!!!

Its now 2 days later and furniture was delivered on time and in perfect condition. The delivery guys were clean very polite and set everything up for us where we wanted it. They made sure we were satisfied with everything before they left. I was so happy i asked them if i could hire them when i move in the spring!!! Perfect buying experience from begining all the way to the delivery and setup. I was amazed how smooth everything went. Call sal and you will not be disappointed!!!! I will buy all my furniture from kings from now on and will recommend them to...

After working with another furniture store, waiting 6 weeks for delivery, then getting a call the day before delivery telling us that they were canceling the sale because they couldn't get the items...we went to Kings Furniture & Mattress.

Roy worked with us. He was very personable and professional. The store is neat, clean, well organized and loaded with a wide selection of "everything". Roy made several phone calls while we were there, verifying that he had the items in stock, in the color that we wanted. We agreed to the sale and set up a deliver date within a week (so unlike the other place).

It arrived today, one week after we ordered it. Sam and his team assembled everything in about 30 minutes, and even put the mattress on the bed for us before they left. One of the guys ran my vacuum under the bed to get up pieces of styrofoam before they screwed down the slats; he continued to vacuum around the bed after it was assembled. They left the room looking better than it looked when they arrived.

We are super-pleased with every aspect of this sale and delivery.

We have a few more rooms that need furniture updates; we will be heading directly to Kings when we're ready. No need to look...