Roberts Furniture & Mattress — Local services in Hampton

I have a lot to say but the character limit was exceeded. I recently purchased a bedroom set at the Hampton, VA location on March 8, 2018. Upon working out the details of the items I was going to be purchasing I had great customer service. I was told by my salesperson Jameka that if I paid a down payment that the King bedroom set that I wanted to order was able to be special ordered per her contacting the owner via telephone. My items did not get delivered together, I was then told I could not even receive a King bed after half of my items had been delivered due to the set being discontinued. I had to contact my salesperson constantly with no follow up. I spoke with the store manager Cliff that was not helpful at all and told me to email pictures of damage of a Queen headboard I received after settling and he would try to fix or replace it. He stated the items where already in my home and couldn't be returned. I continued to have issue after issue with follow up after I had concerns of my purchase arise during the delivery and selections of items. It started to seem after speaking with Cliff and trying to resolve my concerns I was being pushed to the side. The once great customer service prior to my purchase had become terrible now that they received a sale and my purchase was now in my home. After being completely patient with all the inconsistencies throughout the whole process where I was more than accommodating to all the changes, now I was being mistreated with no help or concern on options for my concerns with my items. I paid when informed what was needed on the spot without hesitation, they took my money with no problem, but now I can’t get any assistance with not wanting to keep the smaller Queen bed because all the items are in my home. I now have a bed sitting in my home that I can’t even use. It is now April 9, 2018 and I still have not received any response in resolving this matter which is very unacceptable. Thank you Cliff and Jameka for a reason to never shop at your store or...

I am so disappointed, and now soooooooooooo disgusted with my purchase. I moved into my temporary home, and wanted to see how much room I had after my bed plus corner office measurements before adding my dressers. Which I always informed my two sales people (Carlton & Wendell), because they work as a team. What I don’t get is the financing company allowing me to add on to my contact up until 14 days after my delivery, but then whoever my salesperson spoke to, Perry is claiming it is him, refused me adding onto it. I done sat since January 20th, with $172.00 more on my contract unethically that has yet to be fixed but was coming off my dresser with mirror price, a scratched up footboard, and a dingy looking headboard. It’s even wall damage from the delivery of my furniture, but I am told no on how I spend my money unless I do another contract. Not knowing my approval and deposit amount of my approval. This is sooooooo sad, because my furniture is available on base, at Ashley, and Grand’s not just Robert’s.

3/9/24

The screenshot of a review (sometime in March), almost a month after mines, seems so fake. Why would you change your sales person if the two you dealt with last year still works at the store! If Grayson is such a problem solver, why have I still yet to hear back from him and/or Mike about my furniture, and wall damage? Grayson handles the delivery area, and you can’t miss my review from the beginning of February 2024. Why aren’t all reviews responded to, not just...

I have recommended Roberts to people for years as I began as a customer 20 years ago. I am so upset that I recommended my Mother and they bold faced lied to her and to took advantage of an older woman. We came in looking for mattresses. We asked about delivery and the fee and asked since it was a Friday when was the soonest it could be delivered. He advised not on Sunday because that is not a delivery day but Monday 5/29/17 they could. I asked about it being a holiday due to memorial day he said we are retail we still work on holidays, it can be delivered Monday between 9 a.m and 5 p.m. My mother said ok well I am going to buy it and on Memorial day she stayed home all day and at 4:00 called to question an eta and they advised they were about to close in 45 min so my mother advised she would pick it up and they said you can't it's in yorktown and it is not enough time to get there before they close. My mother asked them if they could waive the delivery fee due to it not being delivered on time they laughed at her and said you will get it by 12 on Tuesday 5/30/17. Ok she we missed all holiday gatherings and has to take off work for the delivery. It's a shame when you have to sleep on the floorand a real problem when the business owner is costing you money for a purchase. I will move forward to report this on every SM outlet and I am going to report this to the BBB and the office of...