Kittle's Furniture - Castleton — Local services in Indianapolis

I could not wait to get home and share my very heartwarming, professional and positive experience at the Kittle's Castleton Superstore on Allisonville Road. What exceptional employees you have in Hannah, Jane Keller and David Cifelli.

I had the misfortune of ordering online what I thought was a good product from reviews about this Wayfair product. Preparing the space to place our new set, I gave away our expandable table, (4 Leaves) and all our chairs to a family in need. Sadly when our new set was put together there were many flaws and misfit parts. It could not even be fully assembled and regrettably had to be returned. So I immediately I ventured out with hopes of seeing, buying and having delivered a dining room table and chairs... within the week or so. How foolish that notion was. Our eating area has been the counter, since we no longer have a table and chairs. Everyday since this occurrence, I've been on Google, Safari, furniture sites and have visited all the furniture stores in Muncie and Indy. I've continued to be met with discouragement over the lack of inventory available for our immediate needs. Today, I decided to drive to Indy one more time this week and look again with hopes of somehow being given a blessing of some sort. I brought a kitchen cabinet door to match stain and style and excitedly found a table that I hadn't considered the other times, just because I figured It was out of stock like the others and didn't know the color would match so well. I fell in love with it. I decided to ask the dreaded question about availability. My stomach dropped a bit when again I heard the words no immediate availability. It was out of stock and having it custom made would not get me a table for my large family visits, until AFTER Thanksgiving. My family was planning this holiday, like every other year, at our home.

I boldly asked a sale woman whom I had picked out as looking very kind and professional, if by ANY chance I could buy the floor set. She nicely answered that it rarely happens and THIS particular brand was very popular. *My taking it could lose them future sales. Long story long, she went out of her way to ask the only manager that could make that decision. He thankfully happened to be working today. A few minutes later he personally came to talk with me and see exactly what I was wanting. I think he saw my desperation. and fear of yet another discouragement when we spoke. He looked it over, paused and then said " I'm going to help you have a good Thanksgiving." I almost cried but instead asked if I could hug him and I did! He chuckled. The most special part of this story is that I was buying this table from the unexpected gift money my parents recently left me and my siblings, in their will. They very sadly both have passed now, since May 26 of this year. They spent so many meals with us over the 33 years we had our table and the absolute most meaningful times were all the Thanksgivings. Dad traditionally cut the turkey and Mom stuffed and cooked the turkey from scratch every year. This NEW table will now allow us to still have Mom and Dad with us each year since THIS table they bought for us to continue our family gatherings and traditions.

THANK YOU SO MUCH Hannah, who started this journey of showing me numerous sets and looking up a lot of information for me. Jane Keller, who graciously cared so much that she went way above and beyond and was so very knowledgeable about every question that I asked. My most exuberant thanks goes to David Cifelli, who also is obviously kind hearted, intuitive and professional as a head store manager,

You should be very proud of this crew. They represent Kittle's with excellence in their customer service, courtesy and total care of their customer.

Thank you and Happy Fall and Thanksgiving!

Sharon...

TL;DR - Fair price, good quality product, horrible customer service. There are better furniture store options in Indianapolis.

My experience with Kittle’s was very mid. I purchased an outdoor furniture set. We came across Kittle’s simply by driving around town and browsing the various stores patio furniture selection. Their reviews were generally good enough to earn my trust.

I want to say that the showroom sales rep, Wendy, was very helpful and not a vulture like most furniture store salespeople are. She was nice to work with for our purchase.

Otherwise, everything else was pretty mediocre or even bad. First of all, we were told to expect 2 weeks for delivery, 3 maximum. Fine by me, I was certainly not expecting next-day delivery. Time to delivery ended up being 4 weeks (part 1) and 6 weeks (for an unnecessary second shipment). The 4-6 weeks was not even an issue, but it was an issue because I was told repeatedly “delivered before end of the month (June)”. I planned an outdoor party around that expectation, and did not have my order in time. It ended up taking double the promised time to receive the full order.

The reason my order came in 2 parts and ended up taking 6 weeks is because “they” (unclear whether it was the manufacturer or Kittle’s), damaged a piece of my order in receiving. They had to order replacement parts, which took another 2 weeks. Kittle’s did nothing to address this or give me more confidence as their customer. Just told me to sit back and wait.

My biggest complaint working with Kittle’s was that you would think you were dealing with a Multi-national technology corporation in the way they handle their customer service and delivery scheduling. Their customer service phone line is like a maze with the directory. I talked to a different person every single time I called them or they called me (upwards of 10). Each time, the new person had ZERO context on what was happening (regarding my damaged order). Multiple times, I spoke with a representative on the phone who said they would follow up with me on the status of my order. It wasn’t until the 4th time (when I finally stopped being polite) that the person actually followed up with me. The previous 3 ghosted.

Scheduling is also very poorly coordinated. I am very flexible with my schedule to receive furniture on a weekday, but if you have a tight schedule, good luck working with their schedulers. I was assured repeatedly during sales/scheduling that they would give 30 minutes notice before your delivery. For my 2 deliveries, I received 14 and 6 (!!!) minute notices. I almost missed the second delivery as I rushed back from the grocery store. Plan to NOT receive a 30 minute notice, you will need to be home for the entire delivery window they give you.

My recommendation to Kittle’s would be to consolidate their customer service, so that one customer may speak to no more than 1-2 people throughout the process. Alternatively, update your case-tracking system and/or train your employees to better communicate internally. This way, people may be aware of what is happening when a customer calls to follow up in a unique scenario such as mine.

Customers spending thousands of dollars on your products should be treated better. In the end, I am happy with my product and the price paid for it. However, because of my customer service and scheduling experiences, I will be avoiding Kittle’s for future furniture purchases and will advise others to...

I purchased a table and chairs on August 20th, 2022. I didn't receive all the items in my order until March 31st 2023.

When I spoke to the salesperson when I initially purchased I said I am only interested in items they have in stock for delivery as I did not want to wait for months due to supply chain issues. I was given two options of the tables that would meet my needs that were in stock in the warehouse, and I chose the one I liked the best.

Delivery was scheduled for August 24th. I got rid of my old table and chairs so I would have room for the new. I received the table and 2 of the 4 chairs.

I called and was told the other two chairs would be in within a day or two and they would be in another delivery. Fast forward to March 31st 2023. I finally received my last two chairs.

223 days between purchase and delivery for an "in stock" item. I called every few weeks to check the status. I asked for a refund and to return the two chairs I was delivered so I could buy a set somewhere else. This was denied.

Customer service kept referring me to my salesperson for and she wouldn't return my calls. I asked to speak to a manager in customer service but was told there is no way to get a refund or return the chairs, that I just had to wait. 223 days. 7 months and 11 days they had my money and I couldn't seat my entire family comfortably (adults chose the metal chairs kids got to sit on the 2 new ones).

Sadly, I found a part number on the bottom of the chair and I could purchase it at Home Depot with 2 day shipping, but by the time I realized that I was able to buy them somewhere else, for about the 5th time, that they would be in the following week. Fast forward a few weeks and I did finally get them. I didn't need 6 and they wouldn't refund my money for the missing chairs so I kept using the metal folding ones.

Every month it was "they will be in within the next month."

Horrible customer service, I don't think it's unreasonable to return the 2 chairs that were delivered and get a refund for all 4 when I was told they were in stock when I ordered.

Unresponsive sales person, unresponsive customer service who's "hands were tied" for 7 months while I had to use metal chairs at the dinner table because every few weeks the new chairs were arriving in just a few weeks according to customer service.

I purchased a sofa not too long after the table, and that will be my last purchase with Kittles.

On the off chance someone at Kittles reads these - 101229316 is the customer/order number. I'd love a refund for the chairs I had to wait over 7 months for. Heck even my sweet elderly mother said I should get a refund for all 4, and still get to keep them,...