Kimbrell's Furniture — Local services in Lancaster

I have purchased many things from Kimbrells starting back in 2011. I started at their Fort Mill, SC location and always had great service and they always offered me great deals for being a returning customer. We moved to Lancaster, SC so we switched to their Lancaster location - BIG mistake! I have since ordered 2 different couches from them. The first time the delivery men were extremely late, I received rude communications with the staff and the product was pretty cheaply made. To rectify this they offered to comp my delivery for a future product. I ordered a new couch just a few weeks ago where when I walked in the door Mrs Judy met me to offer me $100 off anything I purchased that day. Found a couch and wanted it but all they had was the floor model in stock. I asked about insurance where the manager (forget her name) tells me if I get it and there’s something wrong with the couch it won’t be covered because it’s sold as is - but she still tried to push the insurance on me?! Should have been my red flag. I then proceeded to ask to order a new one and they told me it could take a few weeks to get it in. I was ok with waiting because I wanted a nice, new couch with insurance and I figured it was worth it. She initially forgot to comp the delivery fee at the time of drawing up my contract ($78) but did add it in...but then tells me they don’t even offer delivery because they didn’t have any on staff so I had to pay someone else to delivery or pick it up myself? There went to my “Curtsey” savings for their error the last time. I walk out realizing I didn’t get the $100 off Mrs Judy told me she’d give me as I walked in. Call up there to get it added and they REFUSED trying to say it was only if I purchased the floor model - THATS NOT WHAT SHE SAID! Mrs Judy calls me a week later to ask if I wanted the floor model or if they were supposed to order me one..I said order?!? You mean to tell me you haven’t ordered it yet, it’s been a week?! Mrs Judy quickly responds “oh yes I’m just making sure” - I don’t believe she ordered it until that very moment by her words and response to me questioning why she even had to call and ask. I let it go. 3 weeks later I still have no couch and no estimated delivery, they Text me saying they are offering up to 25% off right now so I respond and ask if it can be applied to my purchase (haven’t made a payment yet and haven’t received couch yet) and they tell me to cal up there to talk to Mrs Judy again where she laughs and declines me the discount. Needless to say I ended up canceling my whole order and getting my $200 down back. I have never received such horrible service between the lies and rudeness as I have from this location. I will NOT order a single product from them again and I won’t be referring anymore people either. The couch I wanted comes from Ashley Furniture- I’ll order it directly from them instead, and will continue to order from direct distributors instead of 3rd parties. This has put such a bad taste in my mouth. I’m sure I’m missing other details but this is the gist of the bad service I’ve received since switching to...

Update: a response was left but no contact info. They have since deposited a small portion of what is owed and they picked up the chair. How much more is this going to take? We’ve had enough of the back and forth with the manager. She won’t even take my calls anymore. This is not customer care or concern. We since had to purchase a new chair out of pocket after waiting with no resolutions, this has been nothing but a headache and a disappointment.

BUYERS BEWARE PLEASE DONT WASTE YOUR MONEY! My mom has a lift chair that my Dad was purchasing, a spring broke in the chair and the manager is REFUSING TO REPLACE IT OR EVEN CALL HIM BACK. Have you ever tried to dead lift somebody without assistance well welcome to our world. She has no ability on her left side and requires continuous care, this chair has heat and vibration and it also stands her so we don’t have to see lift her. My daddy has been a customer there for years and usually pays his stuff off early has perfect credit with them and the manager won’t even take the time to acknowledge him. Never mind my mother not able to use her chair. They said it was discontinued like really in ten months. Should she not get the equivalent? I promise you if we have to take this all the way to the top of the corporate ladder we will. This is the worst customer service we have ever experienced and not to mention the lack of human compassion...

Dear Kimbrell’s

I wanted to provide some feedback regarding my recent experience with your in-house financing. While I was excited to make a purchase for my new home, the financing process left me frustrated.

Despite completing all the necessary steps, I’ve had to repeatedly explain why the purchase of my new home isn’t showing up on my credit report. This has caused confusion and inconvenience, especially when trying to manage my credit and financial planning. I had expected a smoother process, especially when financing a significant purchase like furniture for a new home.

I hope you can address this issue for future customers, as it affected my overall experience and left me with a less positive impression. Lastly Ms Judy made my shopping experience quite pleasant. I look hope in the future your company will the necessary steps take to improve this...