Roberts Furniture & Mattress — Local services in Poquoson

Failed to disclose that all sales are final and there are no returns/ exchanges. My parents with slightly limited English speaking abilities purchased an extremely overpriced living room 3 piece set (that can be head anywhere else for 50% less) that was supposedly leather, however it turns out only the seating surfaces are leather (about 33%). In addition the sofa, love seat and chair turned out to be extremely uncomfortable to sit on after more than 45 minutes. When I called to inquire about their return policy or exchanges I was told there are none, especially now because of covid. Seriously, because of covid but your stores are open and you ask me to hurry up with my question over the phone as your store is full? Finally, you let customers know that there are no returns /exchanges after you get their money - especially from elderly people?

Please do yourself a favor and shop somewhere else as you will find much better and cheaper furniture - especially online! As much as I like supporting local and small businesses, it’s very shameful that people who are not technologically savvy get taken advantage of by these so called mom and pop stores.

Buyer beware!

Re: Response from owner

Thanks for the response! However, I don’t exactly find your response adequate nor do I see how it addresses customer satisfaction or concern. Quiet frankly I find it rather contradictory. Do you really care about customer satisfaction? I think not, as the only comment I got over the phone was that there are absolutely no returns or exchanges. To add insult to injury, you didn’t even offer for me to contact you regarding my dissatisfaction as is customary with online reviews. How is this commitment to customer satisfaction?

Please understand that this is not buyer remorse, but rather an issue with the product you are selling and policies that are not being...

I have a lot to say about Robert's Furniture and Mattress at the denbigh Newport News store. After a very bad experience at Sears, my wife and I started shopping around at every store we could find. After about three hours of looking and price matching, we ended up at Robert's Furniture. My wife and I tried many mattresses, and when we found several we were interested in, we went to the counter to ask about them. We were greeted by Jack Westfall and Richard Bernick, who were very friendly and professional. They were both very straight forward and honest with us, and it was a great experience overall. Once we got the prices, my wife and I discussed if we wanted to go ahead and get it, but she wanted to try a few more stores to compare prices. I spoke with them to let them know that we would be doing that, and they wrote down the information of the beds we liked with their prices on them so when we did compare, it made it easier. After going to places like Ashley's Furniture and Sears (we went back because even though we had a bad experience there, they still had the mattress we were interested in), we came to the conclusion that no other store could compare to the prices of Robert's Furniture. We went back and spoke to both Jack and Richard to inform them that we wanted to get our mattress from them. They were always professional and polite, and made the experience even better. That will be the only store I get my furniture...

We just recently went back to Roberts on Denbigh after having such an excellent experience with them almost a year to the day last year! Jack and the other Wednesday afternoon gentleman were the same employees we previously dealt with. Both have excellent customer service skills and a "no pressure" approach. This time we were in the market for a new sofa and loveseat set. We found a set we liked, but wanted to look around at a couple places before committing. We actually went over to the Yorktown location as well and had a terrible experience with the employee there and came back to work with Jack on a set we found at the Yorktown location. Jack hooked us up with that set and scheduled delivery for the following week. When our set was delivered on Friday, one of the clips was broken and they had someone out on Tuesday to replace it free of charge. The delivery people and the repair man were all exceptional. We have recommended Roberts to three families since this most recent experience.

Additionally, in our search with other retailers, we found out due to COVID, delivery windows were 10-12 weeks for all merchandise. Fortunately, Roberts has their own stock warehouse with quite a lot of product which cuts that long wait window out. Jack did tell me that if we wanted a different color than what was on the floor, it would take that 10-12...