Heritage Furniture Gallery & Outlet — Local services in Hickory

To sum up our experience: We ordered our furniture Memorial Day weekend and were told they would call us in 6-8 weeks when the furniture arrived. We ordered a bedroom suite and have been living out of suitcases with our mattress on the floor since we purchased our home at the beginning of May. After 8 weeks had passed I had to follow up with them because no one had contacted us. As it turns out, our furniture arrived July 5 and sat there for THREE WEEKS until I followed up. They were dishonest about the delay. The associate told me the furniture had arrived “a few days” before. 20 days is not just a few... They also have not communicated with us since last Thursday even though we were supposed to receive a call the next day. The lack of communication and service is atrocious. *editing to add: we finally heard from the manager. We had asked them to cover the $270 delivery fee, which is minimal considering we spent close to $3,000. She had spoken with the president and offered to SPLIT the fee with us. This is just insulting and ridiculous. Their argument was that we bought the furniture during a sale. Even if we paid $100 I would expect a professional level of service. They did end up paying the delivery fee (the furniture is being delivered tomorrow - 9 weeks past order date), but we never received any real apology (just a “well, there is human error”) and we are irritated that we had to “fight” for that to be paid when all of the mistakes were being made on their end. Really, we should just cancel our order and take our business elsewhere. This company is clearly much more focused on their profit margin and not at all on the level of service they bestow on their customers. A company who cares about their customers would try to make their mistakes right and at least offer a sincere apology for such an inconvenience and lack of communication. We have the rest of our home to furnish and will not be purchasing anything else from Heritage or any of its affiliates...

I WOULDN'T BUY FROM THEM IF THEY WERE THE LAST STORE AROUND. I was moving to tampa from NY and needed a sofa bed. I decided to stop in hickory to buy one since I had such a good experience before. Well I purchased a sofa bed on 10-6-23 and was told it would take about 8 weeks. Well I got a call from the sales person on 12-2-23, saying my sofa is ready and I need to take care of the balance to get my sofa and It will be shipped out on or about 12-5-23 and i will get a call prior. Well guess what i didn't get a call and the shipment didn't happen. So here it is 12-12-23 and I had to call and find out about my shipment. I was now told I won't get it untill 1-24. Which is a problem since I have people coming from out of town. Now I have to go and buy an air mattress which is an expense and inconvenience I didn't need. They were very complacent about the whole transaction since they had my money and couldn't care less. I guess GOOD CUSTOMER SERVICE is a lost art. I'm a very easy going person as long as you follow up on your word. It's funny.....they will call me for money, but showed no customer service once they got my money and showed they couldn'tcare less. I would NOT BUY from them again or recommend them to...

I ordered a sectional at the end of May which wasn't supposed to be available until end of July, which was fine because I didn't need until November. End of August it still wasn't in, and Joseph my sales rep said there was a lot of demand that weekend, and since we didn't have immediate delivery, the pieces were sent somewhere else, but ours would be in by middle of October. Now I'm being told the supplier won't have until beginning of November best case, and Heritage won't have until end of November. I bought in May to assure I would have the couch when ready to move. And when I asked about a possible refund so I could find another couch to sit on, I was told that the contract states a 33% restocking fee!! Restock what?? The whole problem is they can't get it stocked in the first place, and I'm without a couch. William, the manager, never returned my call. Totally unreasonable. Don't trust them. They just want to lock up your money. Update 10/18...William did eventually reach out and was very reasonable. Still no couch, but I feel like he is very cooperative and making me feel more valued than my earlier interactions. I will continue to...