Colfax Furniture & Mattress — Local services in Kernersville

I purchased 2 power recliners for a total of $2,000.00 and also like an idiot I also purchased the extended protection plan. Well, one recliner doesn’t work correctly. Sometimes it gets stuck in the upright position and sometimes it just goes backwards on its own. Oh yes, I purchased them in May 2025. I spoke to Colfax Furniture’s Customer Service and was told to send pictures of the serial number. So I did that and was told that it was possibly the motor, not sure but they are sending the part to my house. I waited for about 2 weeks and never got the part and was told it was on backorder and it would take longer. So, I wait………..I rec’d a phone call from Colfax’s Customer Service and was also told that the part would be covered but we have to pay for the labor. I went back to the actual Colfax store and was told that was not correct b/c I had purchased the 2 year protection plan. Okay, so still waiting on the part to arrive in the mail.. Ummmmm………….August 7th, 2025 I get a call from Colfax and was told that the recliner has been discontinued so there are no parts available. But they will switch out our chair for one at 2 of their locations……We are responsible for returning the chair and getting the new. Colfax will not come to our home and pick up ours and deliver a new one. We were told we are responsible for delivery and if we want them to deliver it we will be charged a delivery fee. So to sum this up………….I have a messed up chair and wasted additional money on a protection plan. This place has the sorriest customer service and I wouldn’t buy a pillow from them. Go to a real furniture store that stands behind their products and treats customers with respect and dignity. I also told the customer service person that we have only had this recliner for 3 months and she said it doesn’t matter if you only had it for 3 days. This is how they treat customers that spent over $2,000.00?? My advice is to stay away from Colfax Furniture, shop around and find quality products and a store that also has quality customer service. I wish there was an option for no stars on a review b/c it is absolutely ridiculous to treat paying customers this way. This company has zero morals, zero accountability & just leaving the customer hanging with a busted down chair. There is not excuse for this and there should be a law against treating people like this. How can a company treat paying customers like this? I really hope someone will reach out and make it right but I am not going to wait on...

AVOID THIS STORE AT ALL COSTS. We went to the Kernersville location at the end of February and purchased a couch and loveseat set. We paid almost $1600 in full and understood that the they would have to be ordered and that the set would be delivered sometime between 4/11 and 4/27. We were told 10 weeks MAXIMUM guaranteed. We even spoke to the sales person (Aaron) again a few days later confirming estimated delivery for April. It is now 4/6 and I have been unable to get in contact with anyone at the Kernersville location. They will not return my call or answer their phone. Spoke to their general "customer service team" this morning and was informed that my couch and loveseat are now not expected until JULY and NO ONE thought to call or inform me of the updates. The guy I spoke to in Customer Service was extremely rude and cannot guarantee when I will be contacted by the sales team since apparently, the sales team are the only ones that can do anything to "help". This is beyond unacceptable.

*Editing to add The sales team finally contacted me regarding the couches and told me that in order to cancel the order, they would keep 35% of the cost as a cancellation fee. Keep in mind that their "Terms and Conditions" on their paperwork states a 25% cancellation fee and that it also states that cancellation would be accepted if they are unable to obtain this item from the manufacturer, which they are unable to guarantee that they would be able to do so without it being continuously delayed further. So it looks like we have no option but to continue to wait for our furniture to maybe be delivered (or not) at any given time in the next year or we lose $500 for the hassle. Reported to the BBB and expect to see some serious improvement in customer...

Buyer BEWARE! I went in Colfax Furniture in Kernersville 2-4-22 to see if a floor sample chair that I had seen in December was still available. It was and I asked if they could hold it until the next day. I called the store the following day and purchased it over the phone. It was delivered 2-9-22 and I signed the I had received it in good condition. After getting it in place and taking a look I quickly realized that the color and size were not going to work. I called the store immediately to speak to Cindy, my salesperson/store manager and had to leave a message. I then texted the delivery driver who said that I needed to contact the store. I didn’t hear from Cindy so I called her back and explained that I had $1029 invested in a chair that doesn’t work and she referred me to customer service. I called customer service and was told that all sales were final, which I was never told, and that I had signed a receipt stating that. I told him the purchase was made over the phone and I had NOT signed anything agreeing to the sale being final. He checked with his supervisor and they said there was nothing they could do. I told him that was unacceptable and he referred me back to Cindy who didn’t understand why I was referred back to her. She said she would talk to her manager and call back. I didn’t hear anything back so I called her the next day. She admitted that she had forgotten to call me back and that she hadn’t heard back from her manager. When I did talk back to her, she said that they would not take the chair back period.

I can’t believe that any REPUTABLE company would treat their customers that way. Giving a customer no recourse but to keep a piece that doesn’t work is...