North Carolina Furniture & Mattress — Local services in Williamsburg

I thought I had found a gem of a store in Williamsburg for my new sleeper sofa and ottoman. It was for a second home so delivery needed communication and scheduling, which was no problem during the sale. Unfortunately after the sale was complete, there was no follow up or communication initiated by the store. Both items took twice as long as I was told and when it came time for delivery, it was next day or maybe I would have to wait a few more weeks. They would not schedule in advance, only at their convenience. I had to cancel my plans to drive to my second home that day if I wanted my sofa. The delivery guys did a good job. Later, I had to pick up the ottoman at the Newport News location with 24 hours notice. After providing 72 hours notice and an eta of noon, I got a text 2 minutes before my arrival saying they could not deliver until sometime later that day and they would call me. Since I drove over an hour to get there, I went ahead to the store and ended up have an unpleasant experience. They had to find my ottoman and then I had to help load it into my car. I am a senior citizen and was surprised that the 2 store employees did not handle it. I asked to have the manager call me to discuss the long wait and the overall unwillingness to help a customer. Today I got a text message asking me for my review and since I did not get a phone call or any apology, I am submitting a 2 star review. I like my $3k+ sofa and ottoman but I will not buy from them again and can not recommend this business. I advised the store employee of this while I was in the Newport News location so this review should not...

Would not purchase again from here. Am having an issue with a damaged bed and the customer service guy has decided to stop responding instead of resolving the issue at hand. Really appalling and honestly, simply rude.

Edit: When the issue was forwarded to Norman by the owner, the service received was much better and someone actually came out to look at the bed and fix the issue. Norman’s service was reflective of how customer service should be. However, this should have been the case from the start but the initial service received by a different employee warranted the original...

Excellent customer service from purchase to delivery day! Annie assisted us with finding an accent chair to match our new sofa. This would not be an easy task since we had limited choices, (because of our style sofa) and our budget. She came through though, and exceeded our expectations! Annie and the whole team with this family owned business are all about making the customer happy and aiming to please (whatever it takes). I highly recommend North Carolina Furniture and Mattress for any/all of your furniture needs. Why try the rest when you have found...