North Carolina Furniture Direct — Local services in San Marcos

I don't post many reviews, but I do when something greatly surpasses my expectations or completely disappoints me in every way. This case was the latter. These items there are overpriced by about 70% compared to what you should research online.

On Feb 7, We bought a couple Franklin couches and a recliner from the same set. We wanted two, and only purchased them that day because they had two available in the warehouse. We did this to avoid a mismatch in color shade. Considering we were not closing on our house until the end of the month, waiting "4-8+" weeks would not be a problem. However, we received a phone call two and a half weeks later to confirm that we had indeed not closed on our house yet. We would later find out that the phone call was to confirm this so they could sell one of our couches to someone else.

Enter March and the new house. My wife and I decided that we were ready for our couches, despite the fact that our $125 delivery fee would only cover one trip to the house (our recliner was not in yet). We called to schedule the delivery and were told that they only had one of our couches and that Richard, the Sales Manager would call us back with more information. After three more phone calls to NCFD (Richard was either sick, not in, or on w/ another customer), we still did not know what was going on with our furniture. Keep in mind that Richard was VERY available the day we walked in to buy our couches. To this day we haven't heard from him.

A couple days later, we got a call from Kimmy, the CSM, who told us that they "read the inventory sheet incorrectly" and had to order another couch for us and that it should be delivered to their store with our recliner. Considering this is exactly what we wanted to avoid, we considered canceling our order. For the inconvenience, they deducted about $400 from our order so we agreed as well as decided to wait for our couches until they were all ready.

Enter April and we finally have a delivery date for our couches. Little did I know, their $125 delivery fee was so two college kids could bring our couches stuffed into a delivery truck and ding up our walls. Not only were the pieces damaged (worn fabric, exposed wood, scratched), but the two couches, one from the warehouse, one from their new delivery, did not match in color. Sure they were both brown, but they were different shades of brown (almost like they were the two different shades offered in that collection). While the delivery boys were there, we called to explain this to Kimmy, who was unavailable, of course. It wasn't until I said I wouldn't sign the delivery sheet that she was made available on the phone. I explained that the very thing we wanted to avoid was now what we were seeing: mismatched couches.

We took numerous pictures to show to the store. Kimmy, of course, said she'd look at the pictures, and get back to us with what they could do. The next day, I called again (hadn't heard from them) to explain how utterly dissatisfied I was with this entire process. She hadn't yet seen the pictures from their delivery guy, who had also snapped some images, so I emailed the ones I took to her. She would look at them and see what she could do.

Later that day, Gary, the warehouse mgr called and explained that they had ordered multiple couches and that we should have gotten the two from the same delivery from the mfg. He also said the delivery squad (later deemed the "C Squad") should have not attempted to move them up our stairs, but called him to bring more help. He said he could come that day with a replacement couch and would assess the damage to our other one. Once he came, he offered to repair our couch, bring in the replacement for the mismatched one and replace them both if we weren't happy after all was said and done. Boy were we relieved we could finally rest knowing our overpriced couches would actually look new. He also confirmed that they sold our first couch.

Bottom line, avoid this place. I do love my furniture, but that has NOTHING to do...

I would give this store ZERO stars if possible. I have been doing my research online as to style, function, fabrics, availability as well as price. When I make large purchases, I try to spend my money on brands that are made in the US, and support our local if not our country’s economy. When I went on NCFD website, no pricing was available on any of the items listed on their website. I was instructed to call for pricing. So I pulled up 4 out of the styles I was considering, so I could narrow my search field. When I called, I was directed to the sales department, and the gentleman who answered the phone, Rick, informed me that they did not have any sleeper sofas in stock, and the cost at about $1000. I explained that I was aware that I would probably have to order whatever piece I chose. I tried to give him a stock number to get an actual price on the item listed, He only repeated himself about not having any in stock, and them running “about $1000”, as if I did not hear or understand him the first time. When I pressed him on this issue, he explained that he would have to “pull the manufacturers file to actually look up the price”. I don’t understand why the company would have me call for the price, if no one wants to give me one? He couldn’t have cared less about determining my needs, budget or timing, only that he not give any info out that he didn’t have to.

When I spoke to the manager Randy shortly after the initial phone call, I was given no explanation as to why they even have a website if no pricing is available? Instead I was given the excuse of “tariffs “ causing the prices to fluctuate from “5%, 10% even as much as 15%, which makes him unable to give me exact prices. I am in the Trailer Sales business (think dump trailers, flatbeds, cargo trailers) and have to order trailers for customers on a daily basis. And I am able to give an exact price to every customer, every time. I would never expect a customer to come in and purchase something with a approximate price. I also expect a fluctuation in price due to steel tariffs and import fees and tariffs. I would NOT expect a company that promotes itself as being NORTH CAROLINA FURNITURE to have such tariffs. They are not importing steel, and last time I checked North Carolina it was in the United States. So either they’re lying on the website or is your lying to me now.

When Randy asked me what abruptly, what is it you want me to do for you? And that his hands were tied by the owners requiring them to do business this way. I explained to him that I would be glad to share my experience online to ensure that other customers don’t get sucked into the way this company does business.

And now, I am off to Louis Shanks to pick up the $1400 sleeper sofa I found on their website, was in stock, and almost identical to the one I saw on NCFD. I would’ve driven further and paid way more money to avoid doing business with...

I have purchased from them several times, when under the old management. Yes, it is true, they told me I'd bought the floor model on sale, but I did not get it. They sent another sofa and chair, which were not as well made as the floor model. I understand NCFD has done this to others. Now the sign says "under new management," so I thought I'd look again. NCFD sells some good brands. But OMG! I had been in there day before yesterday, to look around. I talked to salesperson I'd used before. He just came up to say hello. I went back today just to look, to look and verify what I'd seen on the previous trip. This time, numerous men were sitting in the entry foyer. I came in and said I was working with someone, but today just wanted to look, and tried to walk in. Some big bozo blocked me and asked who I was working with? I said I couldn't remember his name, but I had his card and would ask for him, if I wanted to talk to him, but right now, I just wanted to look. This bozo would not let me in, told me I needed to tell him who I was working with, to see if he was here, before I could come in. I said I didn't need him, but if I couldn't come in and just look, that I would leave. I was so angry, I walked out, and then thought about it, and felt that I had been forced out of a commercial business, presumed to be open to everyone, for no good reason. I went back in and asked to talk to the manager. I gave him a piece of my mind, he was apologetic, but insincere. I will NEVER purchase from these people. Imagine not letting someone come in and look! I wonder if bigotry and prejudice played a part, but I'm not going to waste any more time on those kind of people. I simply will write about my experience and warn people about how these folk behave. Apparently if you have to have someone vouch for you, before they will let you in to buy their crappy furniture! Something is very rotten in NCFD San...