Gibson Brothers Furniture Inc. — Local services in Mooresville

Had the worst experience with these folks. After three trips to this place my wife and I finalized what we felt was best for our house. The sale was based on a promise that if we didn't like the fabric upon delivery we could have it sent back. Ordering was an easy process and it took about six weeks for delivery. Upon delivery the furniture arrived in a small box truck without any wrapping. The crew moved the furniture into the living room and left. My wife was not impressed with the fabric colors because it did not look like the sample we had. After checking out the chair I noticed all 4 bolts that attach the chair to the base were loose, the locking nuts were only hand tightened. We also noticed a stain on the chair. I called and told them we did not like the chair. Their response was that they would send someone out to fix the chair and to give it some time to see if our minds changed about the fabric. It's been almost two months now and still no repair guy (who says he has called me but most certainly has not). I've made multiple calls to the store to only be told that they would send a message to the repair guy. Today I came in person to sort this out. Now I am being told that since the sales rep didn't write on the paper that we were entitled to bringing the chair back in for a replacement, they were not going to honor it..... He even acknowledged that he said that to us while we were shopping in the store. Now I'm stuck with a $300 chair that is new, broken, has a stain, a ticked off wife, and still no resolution. When asked what a restocking fee would be since we clearly don't want this thing, was told the "oh well we need that guy to come out and fix it first then you need to come in and pick another chair then we will decide what the charge will be". Update to follow after I eventually get this...

Spent over 1-1/2 hours with the owner and he couldn’t have been more charming and kind towards my family. He was patient and explained all our options for ordering one of their ‘special’ sofa packages that would be available in 3 weeks if specific fabrics were ordered. I took samples home and he even called the factory to check price on an alternate fabric.

Took me a week to come back to the store to place my order, expecting the price I was verbally quoted as understood over a long conversation and by my mother as well as my ears. Yet when ordering was taking place, the price jumped by $700 per sofa and I was told point blank with no empathy that is misunderstood as did my mother and family.’ There was no politeness left and we quickly went from feeling well serviced to a number he didn’t care about. No effort at all in tone or manner was made to acknowledge the misunderstanding was anything but our own fault.

I would have happily listened further to his explanation of why the price was higher than he said. I’m 100% positive it wasn’t all in my head- but when a business owner shows that level of rebuff of a customer immediately, that’s not caring.

I’m sad I wasn’t able to give this local business my business. My family has had its own business over 40 years and I’ve been raised to never make a customer feel like Richard just made me and my family feel. What a turn of face when the showroom goes from a weekday afternoon crowd of 1 family to a Sat afternoon with multiple sales prospects. Truly disappointed. Hope others get the...

I will start my review with the positives. Rex was the sales person that helped me choose a recliner. He was so helpful and patient. The guys who delivered the recliner were very nice and kind. The Southern Motion recliner I purchased was damaged. I was told I could not return it but it had to be repaired. B. Gibson was the person who dealt with my issues. They sent a repair person from Fast Furniture twice to repair the recliner. The wrong parts were ordered both times. After numerous unpleasant conversations and emails plus a report to the BBB he finally agreed to pick up the recliner and give me a refund. I have never experienced worse customer service for a problem than with B. Gibson. This business has a long history and I am certain there must have been better customer service in the past. Hopefully that will improve for the future. I also have to question the quality of Southern Motion furniture and their lack of willingness to stand behind...