Heavner Furniture Market — Local services in Smithfield

My wife and I recently purchased a leather sectional couch from their Smithfield location and were impressed with the entire process from end-to-end. Our sales person was friendly and knowledgeable, but what really impressed us beyond the quality of the furniture, was the delivery people - "Matt" and "Emmanuel" - to put it simply, they were wonderful! From the moment they arrived (on time, as well), they were very professional and friendly and seemed to genuinely care about leaving us with a great impression of Heavner's. They took their time to understand where we wanted the couch set up, and even though we were their last delivery of the day, they treated us like we were their only customer - carefully moving each piece during delivery and setup - treating it as if it was their own. Matt took special care to inspect each piece before bringing it into the house and was the first to spot a broken leg on the back of the couch. I wasn't upset - I know stuff happens, and he took the time to make a temporary solution so we could use the couch immediately and assured me that he would make sure the right folks knew about the problem and would order a replacement.

Today, Matt showed up at my house. He said he noticed the replacement leg in an envelope at Heavner's addressed to me, but that it wasn't going to be mailed to me, so he wanted to bring it over and install it himself. Who provides that level of care/service? Apparently Matt does! While installing, he noted that the replacement isn't the correct part (it's too tall) and that he was informed that the couch is no longer going to be in their inventory (thus, no correct leg will be available), so he's going to work on cutting the leg to size to make it fit and will come back in the next day or two to install it. While I'd rather have the OEM leg of course (and if you can somehow get that, that'd be great), I still have to say I am just blown away by his level of service and caring for the customer. He's going the extra mile to make sure we are happy, even though he can't get the right part. That means a lot. In talking to Matt, I understand he's been with Heavner's for a long time and I can understand why - he does his job to a level of service I've rarely encountered before.

Based upon our experience starting from walking into the showroom, the quality of the furniture, and all the way up until the point of delivery (and especially the delivery people!), Heavner's will always be our first stop for...

I had a terrible experience with Heavner Furniture Market in Smithfield because of their poor customer service. My husband and I purchased an expensive sectional, when it was delivered today it had a tear in the back which will be facing our kitchen not a wall where no one would see it, so it was a problem for me. I immediately contacted Heavner's and spoke to the sales person who sold us the sectional. She put me on hold so she could speak to the manager, when she got back on the phone she said the sectional could not be replaced because they did not have another in the store AND she told me they did not have a person who could repair it. She said her manager gave her permission to offer my husband and I $50 off the price. I asked to speak to the manager and was told he was busy and $50 is all he would do or we could send the delivery people back with the sectional. The delivery people were still on my front porch waiting to see what to do. I explained several times I needed to talk this over with my husband and was promptly told by the sales person I needed to "hurry up because the delivery people are on a tight schedule." I asked the sales person to please ask the manager for $100 rather than the $50 since a larger amount seemed more appropriate for the price we paid for the sectional. The sales person said she was not going to speak to him again about our situation because he was not going to budge and she would be risking her job. She said the manager could not offer a larger discount because he was a very good businessman and he had to make money. My opinion is he lost more money than he could have made because I will not shop there again and would not recommend Heavner Furniture Market to anyone. If you receive damaged furniture they won't back...

We just moved into the area. While we were at the store last week, my sales person was a nice guy named Oscar. He was very helpful and did not hover over us and harass us as we browsed the store. I must say, this furniture store is rather large and warehouse is even bigger. They have a huge selection. I have no complaints other than having to go between 3 different places at the same location to get everything we purchased loaded into our enclosed trailer.

We ended up purchasing a power leather sofa, loveseat, two recliners, two entire bedroom sets, mattresses and box springs, and even a dining set (which we got delivered 3 days ago, they do not offer same day delivery, it will take at least 4-5 days usually). They are holding up great and everyone loves what we bought.

The two guys that loaded my items we very nice and helpful. I later asked Oscar what their names were, Derik (not sure of spelling) and Danny. Not sure how they work so hard in the heat. They took the time to rearrange items we already had on the trailer too, while it was 94 degrees just so we could get everything. All around I give this store 5 stars. The multiple pickup locations I can overlook. I will be going back in a few months to get outdoor pieces once our patio and pool...