Roberts Furniture & Mattress — Local services in Williamsburg

TLDR: If you’re looking for a furniture store that will fulfill your order quickly and efficiently, look elsewhere. Communication is severely lacking, and I am dissatisfied with my experience with Robert’s. I don’t write reviews, but I feel strongly enough about my experience with this company to let others know before they place an order.

I placed an order for a bedroom set and sectional couch on 04/17/21. I received a call from Cheryl, who said that most of the items I ordered were back-ordered, and I would receive my order in pieces throughout April, May, and June. I received 2/3 of my sectional at the end of April, then the last piece of it over two weeks later, along with my nightstands. The delivery personnel were friendly, however; they forced the sectional through my front door and scuffed and dented my walls, door trim, and banister. I reported the damage to the store, and after playing phone tag with several of the store associates, I received a call from a manager named Greyson. He offered me $150 to cover the damage, and I accepted. I was told that I would have the refund within a week, but three weeks and several follow-ups later, I still do not have a refund.

In the first week of May, I was informed by Cheryl that they received all the components for my bed except for the slat rolls. The slat rolls were due to arrive at their store by June 8th. I was called a couple of weeks later and informed that the slat rolls arrived early, and they would be delivering my bed and dresser on 06/01/21. On 05/31/21, one day before delivery, I received a call from Robin, who stated that the footboard for the bed was damaged, and they would have to order a new one. If you’ve had possession of my order for almost a month, why was it not quality checked upon arrival? The delivery date for the bed was rescheduled for 06/11/21.

Now, over six weeks since I originally placed my order, I have a couch and nightstands with no dresser and no bed. I have been sleeping on a mattress on the floor for the time being, and I am incredibly frustrated with the lack of efficiency from this store. My boyfriend is returning from a one year-long overseas assignment next week, and now I will have to let him know that we’ll be sleeping on the floor. I will not be a repeat customer, and I will not recommend this company to anyone who asks. The associates are professional and polite on the phone, but each one I’ve spoken to has given me the impression that they’re “doing me a favor”, and having to pull strings to make the deliveries happen. I should not have to chase after the store to ensure I actually receive my items in a timely manner.

Regarding the actual quality of the furniture, all of my furniture was from Ashley. The couch is sturdy and comfortable and the nightstands are also very sturdy and look great. The quality of the items (that I’ve received so far) is the only reason I gave two stars...

we were fairly disappointed at the place. we purchased a kitchen table+chair set from the shop and within 1 month we started noticing bubbles on the table. it got worse and worse so we called the shop. we were told that because the factory discontinued this line so there were no replacements anyways plus it was already over the warranty (we called a couple days after the one-month warranty). we spent over 1300+ on the set and we did not expect it to only last for a month or two (also a sharp screw came off the chair which was very scary for me for a while because we have a toddler at home and i didn't know where the went - overall, the set seemed very nice when were there but after being home for only a couple of weeks, it was falling apart)? then we were told we would get a discount if we wanted to purchase another piece of furniture and then never heard back..we were going to buy any more furniture anyways based on experience with poor quality furniture but more disappointed with the customer service. it was always us asking/following up proactively and we eventually didn't wanna have anything to do with it anymore. we wanted to support local business but we didn't feel like...

I can't begin to tell you how wonderful Roberts Furniture was to us in selecting our new Paramount King size bed with plush top. We visited all the standard mattress stores and could not find a decent mattress. We finally ended up at Roberts and found a great mattress. We ordered a low profile (5 1/2") foundation to go with the mattress, but upon delivery we were sent the 9" and it just wouldn't have worked for us with our current headboard. Needless to say, we were very impressed with the customer service in rectifying the situation that very day. As a matter of fact, when the new foundation was delivered about an hour later that same day, to our surprise, it was delivered by the owner himself - Mr. Jay Roberts and his warehouse manager Mr. Mike Lutz. Mr. Roberts also graciously offered a discount on our next furniture purchase to compensate for the very minor mishap. We are very happy with our mattress and once again, I highly recommend Roberts Furniture in Williamsburg for your next furniture purchase. And last, but not least, I'd like to give a shout out to Mike Martin, Store Manager and his staff, Parker and Katrina, for their outstanding assistance...