Furnitureland South — Local services in High Point

Update (1 week later – raising to 4 stars from original 1 star): After posting this review, I was contacted by Tracy Swing, a delivery supervisor at Furnitureland South, who was incredibly helpful and got my delivery date moved up significantly. I received my sofa just one day after moving in, which was a huge relief. The delivery team—Robert and Austin—were exceptional. The sofa barely fit, but they were kind, professional, and made a very stressful time feel manageable.

Thanks to Tracy, Robert, and Austin, my experience turned around, and I’m genuinely grateful for their excellent customer service. That said, I still strongly caution others against working with Danny Cabanillas. His lack of honesty and accountability caused unnecessary stress and nearly ruined this purchase experience. Furnitureland South has some great people, but definitely choose your salesperson carefully.

TL;DR Bottom line: Danny Cabanillas misled me, and Furnitureland South let me down. If timely delivery, honest communication, or basic accountability matter to you, I strongly recommend shopping elsewhere.

Full Story: In early March of this year, I drove over 3 hours to Furnitureland South, the “World’s Largest Furniture Store,” with the goal of purchasing a high-quality custom sofa that would be ready shortly after my move to upstate NY in mid-May. I made it crystal clear to the sales associate, Danny Cabanillas, that timely delivery was essential. I repeated this to him no fewer than four times during our visit. We ultimately purchased a $7,000+ American Leather sofa based largely on his repeated assurances that it would be ready in time, if not early. Danny told us American Leather was producing quickly, that there was free storage if needed, and that delivery to NY happened “all the time.” He even brushed off the idea of delays, saying they would only happen if “something catastrophic” occurred. Based on this, we paid in full on March 3. Fast forward to late April—almost two months later—with zero updates from Furnitureland South. We finally received an email prompting us to schedule delivery, only to find out that the earliest possible date is June 9, and even that is just the beginning of a 12-day window (June 9–20). Not a confirmed date. Just a vague, disruptive stretch of time that I’m somehow supposed to leave open while starting a new job. As a nurse, my schedule is set months in advance, and short-notice changes can risk disciplinary action or worse. I contacted Danny immediately, and to my shock, he wasn’t the least bit apologetic. He tried to shift the blame to “a breakdown in communication” and even implied that I assumed things that I had very explicitly stated and confirmed. He also said there wouldn’t even be a delivery truck to NY until June. He said there might be an earlier delivery date, but only if “enough people” in NY placed orders. The most insulting part? When I expressed how difficult it would be to rearrange my life to accommodate this, he laughed and said, “Funny, no one’s ever complained.” It wasn’t funny. It was dismissive and unprofessional. Now I’m left without a sofa for weeks (possibly months), facing either the purchase of temporary furniture or just living without seating in my own home. I can't return the sofa without forfeiting over $2,000. I could have bought this model closer to my new home, but I chose to support a North Carolina business before moving. That decision now feels like a huge,...

Compliments re: Furnitureland South Sales Rep Tim O'Brien

Dear Furnitureland South Management Team,

At a time of the year when you think about the people for whom you are grateful, I am writing to let you know of the wonderful experiences and professional relationship I have had with Tim O'Brien over the years. I am sure you already know he's a great sales representative for Furnitureland South. I have been working with Tim for as long as I can remember - maybe 20 years? He has helped me furnish many homes, and now our condo in Florida.

Tim is smart, personable, helpful, and very considerate. He really knows the furniture business and really cares about his clients. I have referred Tim to dozens of friends over the years and he always takes good care of them as well.

There have been times when I have had to work with - and purchase some furniture - from private interior designers, but I don't like ordering from catalogs. It is so much better to see the furniture in person - to sit on the chairs, evaluate the comfort, and see the upholstery and finishes in person. I flew up from Florida in July of this year and worked with Tim for 3.5 days. He's always amazing to work with. He understands how I like to shop. He always gives me your brochure and circles the areas he knows I would like to investigate. That saves me time in the store. Whenever I need information or Tim's advice, I text him and he magically appears within a few minutes.

Tim is great at narrowing down my options and giving me the pros and cons of the manufacturers. He's great at space planning. He will hold up upholstery fabric from a distance and will compare and contrast different fabrics and finishes. He helps me make selections when I get overwhelmed with my choices.

In July, Tim set me up with the Sherrill reps who were in the store while I was there and that was a wonderful experience. It was so helpful to work with people who knew exactly what to order for cushion fill, pillows, etc. I ended up getting my sectional, two chairs and an etagere from Sherrill. I also purchased a Hickory White game table, four Jessica Charles game chairs, a large Uttermost mirror, and a rug thanks to Tim's help.

I expected these items to arrive in early December but everything arrived around mid-September. My husband and I were thrilled. Also I’d like to compliment your delivery guys as well. They are always on time, polite, respectful, courteous, and extremely hard working. I wish I saved the names of the guys from my last two deliveries. Maybe you could check my customer number and see who delivered my last two deliveries to thank them for me. I had Lloyd Flanders patio furniture delivered in May. Tim and I worked long distance on this order. The delivery guys were a different crew, but they offered the same great white glove service.

Tim is also awesome even when I'm not there in person. He replies almost immediately any time I text or email. I give Tim's contact information to all of my friends and family and advise them to run pricing by Tim O'Brien at Furnitureland South before making any furniture purchases elsewhere.

Thank you for all you do to make Furnitureland South a great resource for your customers. I am grateful Furnitureland South is still standing after these turbulent years. Your clients are most appreciative of your store and sales reps like...

UPDATED REVIEW: Thank you Furnitureland, and Quintina Gulledge, for the follow up. I am updating my review for their response.

Quintina took the time to call and talk with me through the story and process. It was a lovely conversation and it honestly felt like they are going to incorporate this as training for future customers.

I’m changing my rating from a 1 to a 3 to account for that very professional follow up.

ORIGINAL REVIEW: The short of it is that a specific staff member and their work and communication with us is the reason for such a poor review.

My family lives about 1.5 hours away. So not a terrible drive. My wife and I came here to begin looking at upgrading our family bedrooms. We have two sons who are growing and going to be tall and knew it was time. We also wanted to improve our room while doing the boys.

When we arrived everyone was helpful for sure. And this specific individual did answer our questions and give us his card. From there we said we wanted to walk around on our own and take photos and such. All good up to this point.

Eventually we headed back home for the day knowing we had lots of options and brands we really liked.

About a day later I emailed this associate to ask about a specific set for one of our sons. We were ready to pull the trigger and order bed frame, dresser and matching mirror.

During this time I was doing my due diligence and pricing out the furniture from other stores.

For this specific set I did find a local shop whom we have mutual friends and they offered a great price for the set so I decided to buy those pieces there.

I emailed the associate about that but also that we are planning to drive back out because we have more that we want to buy.

This is where it turned and really soured our taste. This individual’s response seemed like a short, frustrated reply rather. No answering my other questions. No seeking to understand. It just came across as a “How could you!?!”

This was the response, “Why did you order the Linq furniture elsewhere? Did you not see our LOW-PRICE-GUARANTEE policy?”

I gave a reply, assuming the best intentions. And commented how we still want to come out and work with them because this local store only had one brand we were interested in.

Sadly I received no reply. That email was now 22 days ago.

So, we went elsewhere. We found another store and other brands that we like. For furniture and mattresses.

In all we had $35,000 we wanted to spend on furniture for our rooms. All that money went to another company because of one associate’s poor response. That might not be a lot for Furnitureland South but it sure seems like a loss of a large sale in my opinion.

I know many people have good experiences here and that is wonderful.

We will probably never come back and instead look elsewhere for other projects we want to do.

In the end, my encouragement would be to never judge a book by its cover. I did not upfront say what we were budgeting and fully what we were looking for. That was coming later after we walked around, after we looked at our space and current rooms, and after we talked with and showed our boys some options. I also would encourage some email etiquette...