Family Furniture — Local services in Newport City

Awful awful experience and customer service. I stopped in to purchase a chair for my mother who was getting out of the hospital due to a medical emergency. I picked out the chair and stated I would like it the same day. I was never offered delivery. I was never offered assembly. I was given a chair that once out of the box reeked of mold. The next day during daylight hours it’s possible to see a faint white haze on the outside of the box indicative of the mold and smelling of it. During assembly I followed the inductions and the 50mm screw blew through the left side arm. I did not use the incorrect screws. There were worn off parts on the wood. I called later on in the week. The conversation with whomever I spoke to was anything but pleasant: I was condescended to if I was sure I knew my left from my right. I was admonished that I didn’t call earlier. Mind you, I called a few days later within a week- not weeks or months. I had to reiterate that my top priority the last couple days was not this chair- it was taking care of my mother who just had major surgery. There was zero empathy, zero compassion. I was gaslit over and over that I simply must’ve used the wrong screws. I didn’t. I relayed that the chair even smelled of mold and I had to wash the seat covers- I was admonished for that. She told me that if they still smell I can just use Febreeze. She then attempted to blame me that I didn’t have them set up and deliver the chair- I reminded her she never offered options besides my initial idea of hauling it home in my suv. Her retort was that I should’ve asked. It is not my responsibility to do your job. I don’t work for you. I don’t know what services you do or not offer. I don’t know your delivery timeframe/options. Offering or advising all options to a customer is your job and responsibility, not mine. The way that this woman handled this conversation, every single thing was my fault. I just wanted to find a solution and for her to care about the state of the chair I purchased as well as check her inventory if someone else purchases the same style chair that smells of mold. Throughout the entire 20 minute conversation I was interrupted constantly and repeatedly asked “are you done yet?” Never...

Laura and Reggie are both top-notch to work with! We had driven up once just to see the store. HOLY COW! Truly impressed and I couldn't believe the inventory they have up there! They feel they have the largest amount of recliners on display of any store in New Hampshire or Vermont. I couldn't find a "Beast Jr" chair anywhere local to Lancaster NH where we live. They had several on hand of both sizesof the "Beast " series chairs. They are made for big men like myself and are rated for up to 500 lbs weight. They have dozens of recliners or every sort,wallhuggers,electric ,unreal color, and fabric assortment. I am not easily impressed, but WOW!!! After we purchased our chair, we went back in just to see the rest of the stuff on display! Every kind of furniture is there. The decorator items there will blow you away. If yo need a treat for the day head on up,you won't...

Family Furniture has an incredible inventory of furniture, art, and much more. After shopping several different stores, both online and in NH and VT, we found exactly what we were hoping for and more at Family Furniture. From the moment we walked in, to home delivery and set up, we felt 100% satisfied with the quality of furniture and the exceptional customer service we received from Laura and Reg. They are truly knowledgeable and accommodating. We felt they were genuinely interested in us having a great experience and went far above and beyond any other furniture store we had previously visited. Family furniture will have us as customers for all our future home...