Penland's Furniture — Local services in Swannanoa

1-Year Warranty is a joke and communication is TERRIBLE.

We purchased our dining room set less than a year ago, and the top has already started to come off across the entire table. We called about a warranty fix/replacement and after a month of calls and failed call backs they are telling us it's our fault. They told us we must be using chemicals and it's our fault the top is coming off. We only use Norwex rags (meant to be used without chemicals) and have pads for hot dishes. This is clearly a defect they don't want to deal with. We expected more durability from a dining room set that was over $1,000.

We were under the impression that this was a nice, local, family run company that we would be supporting. Somewhere we could call and have a personal touch if we had any issues, but Penland's does NOT stand by their product once it's out the door. I told them I was frustrated and it did not feel like anyone was on our side for the warranty issue. When I asked for a manager to call me back, I was told "I can take your number, but I doubt you'll get a call back". So I guess the next rooms we furnish won't be with furniture from Penlands.

Edit:

Since I can’t reply to the business response, this isn’t the first bad review that mentions issue resolution and poor communication. Yes, you are the middle man, also known as the retailer and the entity responsible for the sale of the product as stated and without defect. The warranty request was one sided and no due diligence was done to consider defect. This tells me you don’t stand by your products and are unwilling to take the extra minute to push for a solution. However, when we walk through the show room, carefully finding a dining set that will fit the needs of a young family, don’t give the security of a “manufacturers warranty” that holds no water.

This right here is just poor business and really unfortunate. We used to love coming into your store, but we learn a lot about a business by the way they treat their customers when money isn’t...

I ordered $11,000 worth of furniture on July 10th. A month later I got just the bedroom furniture and was told the rest would be there within four more weeks. I called four weeks later and was told they weren't sure when it would be available. Finally, 11 weeks after I ordered everything, I was told that they wouldn't be delivering in my area for another week! I was to have a sectional, a chair and half, ottoman, barstools, an 8ft long dining room table, five chairs, bench seat and two Adirondack chairs delivered. With the amount of money I had spent, you would have thought they would have made a special trip. Well it gets worse. The day they agreed to deliver (3 month after I placed my order), they only brought my sectional and nothing else. Seriously! Its an hour and a half back to the warehouse. When I tried to call the store and the owner, neither answered the phone. Fortunately the delivery guys were able to get a hold of their supervisor who found the rest of my stuff. They drove back, loaded my stuff and brought it back to my house. They were still missing my pillows for my couch so due to the circumstances, I told them I wouldn't pay until I had everything. This ruined my entire day having to wait. They mailed my pillows and I paid my balance.

The only positive thing I can say about the whole experience was how great the two delivery drivers were. They were very nice, professional and did their best to make me happy. I made sure to tip them well.

My family has been buying furniture from here for generations. After this experience, I will make sure they take their...

If I could give 0 stars, I would. I ordered my couch on July 6th, and was told that I would have my couch mid August. At the end of August I hadn’t heard anything, so I called and was told the couch was delayed. Long story short this past Saturday I called for an update since I was told I would now have it beginning of October. I was told that my couch was on the delivery truck and that it even had a tracking number, it would arrive Monday. I call Monday around 2pm and they tell me the truck had a flat tire. (I get it, things happen), now my couch will be here Wednesday. Wednesday around 2pm I call, my couch was never on the delivery truck and it had NO tracking number. Now my couch has an ETA of late December. When I asked how it went from being on the truck with a tracking number to late December, the lady told me that she didn’t know what the other employee was looking at when she told me that. Sounds to me they need to have some training. I understand that Penlands cannot help if a manufacturer delays the shipping on an item. But what they can help is telling me the truth and being upfront with me. If I would have known that I would be with out a couch for 4+ months, I would have picked something else. Needless to say the customer service is lacking. This is very sad and unfortunate for a local...