Kensington Furniture and Mattress — Local services in Northfield

The bedroom furniture we purchased is beautiful and I love it. The delivery team was professional, fast, and efficient. The communication (or lack thereof) is what earned the 1 star; it has been a 4month-long headache. Our furniture arrived in 2 separate deliveries weeks apart and weeks after we were told it was “guaranteed” to be delivered by our move-in date. Had this been communicated ahead of time it would have been perfectly fine, but I only found out the day-of that it wasn’t going to be delivered on that date, and only because I contacted the store myself. Then I was informed 2 days before the new delivery date that it wasn’t going to be delivered all at once and that we would have to wait another few weeks for our mattress. Fair compensation was awarded after the third time delivery was messed up, and I requested it. When we finally received everything, I noticed we were being charged interest after we were promised 0% interest for 60 months. I made at least 4-5 phone calls where the store managers and office managers promised to “look into it and follow up”. I never received any follow up phone calls, emails, or texts, and I was charged interest for months. It took my partner writing a 1 star Google review, gaining the attention of the store owner, for any action to be taken. After he spoke with Michael, I spoke with the store manager again, who assured me it was being taken care of and she would follow up with me to confirm the charges were refunded. I never received that follow up, and that was 4 business days ago (shocking). I have been checking my account daily, and it has finally been refunded, 4 months after all of this began, and still no follow up communication. I know my furniture purchases are a drop in the bucket for this store’s income, but this whole ordeal has been an absolute nightmare; I will not be returning to this store, and I hope to never have to deal with them again as they’ve made it quite clear they’re not interested in dealing with me. Again, my furniture is fantastic, and the delivery team who assembled it was wonderful, so I want to make sure they at least are...

I must take a moment to comment on what a wonderful experience I had purchasing new living room furniture from your establishment. From the moment I entered the beautiful showroom, I was overwhelmed with where to start. The salesman said not to worry he would guide me through the process. He was knowledgeable, understood the difficulties of furnishing a beach rental, and with his guidance I feel confident that I made the right choice. The office staff was polite and cheerful, and the paperwork was completed quickly. As we left, you and your dad were there. You introduced yourself and your father and thanked us for doing business with you. I received several calls from your manager to check to see if we were ready for delivery. When I was ready, the delivery was scheduled without a problem. The furniture was delivered exactly on schedule. The delivery crew was pleasant, professional and took great care with my new merchandise. Not to mention - they brought cookies! These comments may seem long and involved, but I can honestly say that this level of customer service is so rare, I would be remiss if I did not mention each and every aspect. Thank you for making what I expected to be an arduous task into an experience that proved that there are still companies that believe in and practice the art of satisfying...

I want to start off by saying that not all of the service my boyfriend and I have received from Kensington was disappointing. Kirk was very helpful and patient as we searched for the perfect sectional. The ladies that helped us with the purchasing process were also very pleasant. Beyond that point, I cannot help by say how dissatisfied I am. It took about 4 weeks and multiple phone calls to even get a response from anyone who could give us any information about our order. I personally had been promised 5 times that Mark or Michelle would call me back because they were never available to speak at the time of my calls. It was not until my boyfriend called, and had to be somewhat demanding, to even get a response. The length of time that the order has been projected to get delivered was not what has made me compelled to write a review, but the absolute lack of customer service and communication. Kensington makes you feel that once they have your money you are no longer owed a response and that you are stuck furniture purgatory. We have been told, yet again today, that our expected delivery date has been pushed out. We were also informed for the first time today that the sectional we ordered was "back ordered" after 6 weeks. I wish the best of luck and patience to future customers...