Douglas Furniture — Local services in Santa Clarita

Jeff was very cordial and helpful during the sale process for a custom couch and chair that had to be ordered from the factories in North Carolina. It took six months, from order to delivery - and I accept that as beyond the control of Douglas Furniture. The delivery crew was first rate. Credit where credit is due. where Douglas failed miserably is in their after sale performance. Not once during the six months did Douglas contact us with a status or projected delivery date. When the furniture was delivered, it came with a receipt. No "care instructions" and since they're custom fabrics, we wanted to know how to deal with them. I called Douglas and the fellow who answered the phone acted like he had never heard of anyone caring about care instructions and he passed the phone to Jeff. I had to repeat the concern and Jeff said to use a "spot cleaner shampoo" - whatever that is, and that's all that the manufacturers have to say on this topic. His response was abrupt, not helpful and certainly disappointing for a high-end store. He just wanted me off the phone. I consider it very por customer service - and they've lost me as a customer. I went to the Kinkaid website and the Lexington website and found the specific information I needed for the fabrics we had ordered, and t's not "spot cleaner shampoo." Wouldn't Jeff have known that? Couldn't he have directed me to the place to get the information? Douglas Furniture is excellent at the sale and delivery. The...

We spent over $8000 on a kitchen set and barstools. Within six months the finish started coming off and the table top would stain from any colored frosting. They gave us a new table top and it does the same thing. We have barely used the table in the last four to five years until recently. We always sat at the bar. Now the finish is coming off of the table top and the barstools well they are really bad. We don’t have little kids that ruin our furniture this is just daily use by older kids and adults. It’s disgusting that we spent so much money for a set that will need to be refinished within a year or two. Douglas somehow doesn’t sell this brand anymore but they refused to do anything to help us in fact blamed my kids for the damage. I’ve spent a fraction of what I spent on this piece for other furniture and it has lasted just fine. I was hoping this was an investment for the next 20 years sadly i was wrong. Wish I could...

We paid a small fortune at this store for 3 items. NONE of them came as represented. Their customer service is horrible. They say they want to help, but actually do not. I would never do business with them again. The handcrafted table we purchased from them has a poorly patched gauge in it, and the stain is drastically uneven. The floor room model shows beautifully. They act like they care, but their actions show that they absolutely don't. I am walking away a very dissatisfied customer. The man who built this business started over 50 years ago. I seriously doubt that he treated his customers in such a...