Circle Furniture - Middleton — Local services in Middleton

I went to Circle Furniture, Middleton MA. with my wife and our interior designer. We worked with Nancy Tracy as a sales person. Nancy was helpful as we worked with her through 2-3 visits. We ended up spending in excess of $20k at Circle.

Two of the items purchased were matching stressless chairs, about $3500 each. They had several in the showroom and I was able to select the one that was the most comfortable.

After delivery, I found that sitting in them was not only not comfortable but uncomfortable. I found myself lying down on the couch instead of sitting in the chairs. After repeated attempts to sit in the chairs I realized the discomfort was due to the ottoman being too low.

I contacted with Nancy to discuss the discomfort and was informed, the manufacture has a kit to rase the height of the ottoman. I was also informed that the two kits (one for each chair) would cost me $275. I was feeling (and still do) that I was being taken advantage of. I also spoke with the store manager, Constance Ferguson about being sold stressless chairs (for $7k) based on comfort and asked for the risers to be sent to me at no charge. We swapped pictures of how my ottoman lined up to the chair seat and they sent me pics of the one in the store. They were not the same. My ottoman was shorter in relation to the chair seat. Their response, “They look the same to me!” So, two weeks pass and I received the kits for the ottomans which included several additional parts to rase the chair. The ottoman parts probably represented 15-20% of what I needed. Following instructions, I needed to remove a screw with a hex driver, provided in the kit. The screw was so overtightened in the factory that the end of the provided hex driver broke and the tip remained in the ottoman. No simple fix. So, I needed to drive 60 miles to get the repair done by Circle furniture warehouse. Mission finally acxomplished. Here’s my take on Circle furniture:

Higher prices than comparative furniture stores. Company does not care about customer experience or satisfaction. A red flag for sure. Customer experience is generally driven from the top of corporate organizations, the CEO. I would expect similar customer experience at all Circle locations. It’s all about the money. The margins on furniture are generally 30%. To toss in the parts needed for ottoman only (probably $40) they sold me a riser kit that retails for $135 to fix a $3500 problem. This should have even much easier. You can do much better at Arhaus Furniture, Crate and Barrel and I’m sure there are others. These two competing stores we also used to furnish our new home. In fact, we purchased a large, pricy chest from Arhaus. After delivered we noticed the doors didn’t align properly. I called the store and explained the problem and the response was that of a customer centric company “we’ll deliver a new one and take back the defective one on Saturday.” And they did, no pics, no hassle, GREAT EXPERIENCE! For a stress free stressless furniture shopping experiences don’t shop at...

I had been searching for a square dining room table for over 10 months. I went to every major furniture store and every other mom and pop place I drove by and even went out to Gardner, the furniture capital of New England and couldn't find what I was looking for. What I did find was a number of salespeople that either hate their jobs or just simply couldn't care less in helping people. One sales woman at a very expensive, high end furniture store in Burlington even tried a pathetic attempt at humor trying to change my mind in looking for a square table. "You don't look like a square person to me why would you want a square table?" "A round table is more democratic, you don't have anyone at the head". Not bright enough to realize the same can be said for a square table. Naturally that was my immediate comeback.

It was by pure accidental luck that my friend found Circle Furniture driving by one day. She and I went and the minute we walked in we were impressed. It has some unique and traditional pieces throughout the showroom, a great vibe to the place. We were greeted by Valerie who heard exactly what I wanted and pulled out a catalog and offered me several choices in a square table.

She was so friendly, patient and genuinely great at her job. She and Cindy, the manager, even let me bring some other small pieces of furniture I bought somewhere else to see how they would look with the wood. Cindy went as far as to help us load it back into the car.

The kind of professionalism and genuine love of what they do at Circle Furniture is so rare that I am still amazed at the service I received. This will be the first place I now shop at for furniture. It a family owned business with big store prices and customer services that...

Buyer beware! Think very carefully before you buy any furniture warranties with your Circle Furniture purchase. We thought we were doing the right thing when we purchased a dining room set here. The salesperson encouraged us to purchase a five year scratch warranty on our small black wood dining table. We were told if we had any scratches a service person would be sent to our home to fix it for a whole five years. What the salesperson did not go over with us was that a claim had to be reported within 15 days of its occurrence. This was also not in the nice brochure she gave us at the time. To be fair the 15 day stipulation was included in the tiniest of print with documents we received about the warranty later, but this was not at ALL the impression we were given when we bought the table. So we never saw this fine print escape clause. Over time of course we had some scratches so we took pictures and put in a claim. Our claim was not covered because the damage was more than 15 days old. When we complained to the manager at Circle Furniture that the warranty we purchased was misrepresented she told us that scratches would never have been covered at all. It was only a gouge to the table that would be covered. We paid a big premium to buy from a high end furniture store expecting a higher level of quality and service. Never again will we buy from...