Suff's Furniture & Oriental Rugs Nicholasville — Local services in Nicholasville

I’m updating a previous review that I left. While Olivia was great at helping us pick out our new chair, our experience since then has been very frustrating.

We ordered our chair at the end of August and were originally told that it would be delivered to Suffs for pickup by the end of October. I reached out at the end of October and asked for an update and was told that it was actually going to be closer to the end of November. I was annoyed but it was what it was. When the end of November came, I followed up again and was told the chair would likely be in sometime in the next week. That week came and went, so I followed up again and was told it would probably be the next week.

At this point Olivia called me to apologize for the delay and said when the chair did come in, they would deliver the chair to my house at no charge. I appreciated the gesture and the apology and was looking forward to receiving the new chair the next week. Now that week has come and gone and I still don’t have my chair. I reached out again this week and was told that the owner was now involved and working with the freight company that delivers to Suffs.

Almost 2 months has passed since the original time frame that I expected to receive the chair that we ordered and 4 months since we ordered the chair. My overall frustration is that I had to reach out for updates every step of the way and every expectation that was set was not met. I’m still not sure when the chair will actually be here, and can’t exactly trust anything that I’m told...

Bought a custom built leather couch and spent the fortune of a car - the couch itself is beautiful and we are very happy with our design - this will be a lifelong couch (we hope) - the customer service is where things go awry. We experienced delivery delays as a result of the pandemic, which we were totally understanding of, but our sales person failed to update us on these changes and we had to follow up (for months) about what was happening with our couch ourselves (irritating, again, when we just spent $7K on a couch). When the couch arrived, we were evidently supposed to have received information on care/what we got along with products. For MONTHS, we left messages and called staffing asking for information on how to care for our couch so it doesn’t fall apart in year one. Our sales person never got back to us. I FINALLY, got ahold of a sales person named Amy - as a business, y’all owe her because one bad review/negative experience can lose a customer and referrals. Amy was able to get the information that we needed in terms of care for a couch and we are now going over to pick up our products this week to hopefully take care of our couch. As a business, I would highly recommend that your customer service be top-notch for the prices that you charge and the amount of money that people spend...

To give a 4 star rating is simply not enough. Nowadays, we have come to accept that customer service means dealing with some stranger on the other end of the phone, just to end up without our problem solved. We have forgotten how meaningful and personal it is to have an actual store employee go above and beyond, let alone the actual owner. With Suff's Furniture, my experience could not have been better. I ordered several pieces from them, and found that one piece was simply too big to be moved into the space I intended it for, which was completely my fault. Yet, after several trips to my home, Mr. Suffoletta himself ensured that the piece get moved where I wanted it. This required much more than just some heavy lifting. The quality of the furniture is superb. You will not find better in Lexington. Their salespeople are knowledgeable and helpful, without being pushy. And, in my case, the humanity of Mr. Suffoletta is what puts them over the top. You will not receive better, kinder, more professional customer service around.I would absolutely recommend Suff's Furniture and will be shopping from them from now on - but will be sure to measure...