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January 2024 by Patrick
Their couches are trash. I paid 2 grand for this and the armrest has broken twice now. I had it repaired once but I’m not going through that again. They use particle board for the construction. That’s insane to me. Particle board with no underlying support with the exception of little nails. I’m not sure how base board nails are supposed to hold up on this. Not to mention the back cushions are nearly flat now and the seat cushion sinks. No wonder why my back hurt every time I sat there for 30min +. Avoid this overpriced under qualified place. Have a look at the photos. This couch is going to the dump. I won’t even give it away.
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December 2023 by Marsha L.
Twenty years ago I would have given five stars, because our new sofa was a high quality work of art. This visit, I made mistakes. Avoid my errors by not going alone. List questions you need to ask and take a flashlight to check every inch of the, chair, sofa, etc. out thoroughly. Also read the back of the invoice, before you pay for the furniture! As the manager informed me, "it's a business and their mission is to move furniture out the door", not customer satisfaction, or your go to place for quality furniture. I was not innocent in this Perfect Storm. After caring for my husband 24/7. I was exhausted and distraught. I needed a comfortable recliner and only have four hours a week for groceries, medical appointments and errands. I assumed since I had a great experience here years ago, I should decide on a chair here and stop dashing from one store to another. I bought a chair with good back support, but after 20 minutes my back hurts. I also assumed, like the other recliners, it had a battery. I believe it was an honest mistake the salesman didn't tell me this one didn't have a battery, or even an option for adding a battery. So because I wasn't at my best, I have a $1000 leather statue, that I can't get my husband out of, because the electric is off for three hours. The bottom line is the manager's remark. "It's a business". They have neither honor, nor pride. As the manager told me, the purpose is to move furniture out the door.
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November 2023 by R Vaughn
Simply put.... RUN!DO NOT GO HERE!You would do better and get better customer service from Wayfair for far less money.If you still decide to go here, stay away from Lynn. She will screw your custom order up and the store will expect you to come up with over half of what you paid to fix the the already over price chair.So, a $1300 chair...NOT sofa would have cost $1900.
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October 2023 by Margaret Ranish
Do not buy from here. I thought klaussner had a good reputation so bought a $3000 sectional and bought the warranty. I have called off and on for years and literally no one will call me back. I get the service departments voicemail every time and then no one calls me back. Cushions have been messed up on this couch and couch sags. No amount of fluffing would fix these back cushions. It's garbage.
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October 2023 by Joy Jones
I ordered a sofa and 2 chairs in June, but sadly they did not make the cut when Klaussner ceased operations. However, Terry (who was fantastic every step of the way) and Eric worked with me to replace my order with Hickorycraft, and I was very pleased with the service and upgrades. It took longer, but is understandable. I just got my furniture today and it is GORGEOUS. Thanks Terry and Eric!
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September 2023 by Kuang-Shrian Chang
STAY AWAY, REVIEWS ARE ACCURATE. Your furniture takes months to receive and you will never get a call to let you know it's ready. You have to call the store for updates to make sure they have your furniture ready. And if you need anything else, good luck getting someone to return your calls or to follow up on any additional requests. I've called them 4x in this past month regarding a copy of an invoice and each time I'm told someone will get in contact with me. I'm still waiting for a response! Absolutely horrible customer service.
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September 2023 by Kuang-Shrian C.
STAY AWAY, ONE STAR REVIEWS ARE ACCURATE. Your furniture takes months to receive and you will never get a call to let you know it's ready. You have to call the store for updates to make sure they have your furniture ready. And if you need anything else, good luck getting someone to return your calls or to follow up on any additional requests. I've called them 4x in this past month regarding a copy of an invoice and each time I'm told someone will get in contact with me. I'm still waiting for a response! Absolutely horrible customer service.
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August 2023 by paritosh kumar
1. There is NO way to contact them after sale. For anything that you need, delivery update to any problem with the product, you must drive back to the store. I am still waiting to hear back from them. They never pick their call and never return to voice messages.2. Product quality is pathetic to say the least.
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August 2023 by Zuska Dieck
Alright so I made the mistake of not reading the reviews until AFTER we bought our furniture. Whoops!However, it worked out for the best. I ordered a custom couch and two dressers on massive mark down for 4th of July weekend. I ordered them July 1st, and after about a month I started reading reviews. Well, I didn't want to be a s***** who didn't get their couch! So at the 6 week mark I called and immediately they told me "we just got it all in! When do you want it delivered?"My couch and both dressers were delivered August 21st in great condition. No stains, the couch is comfortable (I got the Comfy if you are curious), and the dressers look the same as in the show room. Both my deliverymen were respectful and didn't touch a single wall or other piece of furniture in my house. They opened every drawer and took every piece of trash with them. So far, no complaints.
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August 2023 by Sassy
After waiting 4 months and no update on when our couch would be ready we decided to cancel the order. When I called, Terry got very angry and said it was like signing a mortgage and we couldn’t get our $ back even though it wasn’t in production yet. He literally yelled at me and tried to berate me. I ended up having to do a charge back through my bank. I’ve never had to do that before. These people are nice until something happens then they are outrageously rude. Be warned.
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August 2023 by King Hopper
I bought a push back recliner and the store model worked fine. I waited for the right color leather and paid for the extra warranty on the recliner. When it arrived the foot piece worked, but the back wouldn't stay reclined. They said there was nothing they could do. I offered to pay the difference for their electric version, but they said no! So I have a recliner that doesn't recline. The recliner was expensive. What a waste!
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July 2023 by Caryn Summers
Most friendly and patient sales man we worked with, however, the couches you sit on in the store are not what comes to your door. We ordered one couch and it came so overstuffed that there was not enough seat left. They graciously let us switch it out (of course we paid the difference) for another couch. We just got this 2nd couch last week and it’s not ANYWHERE near the comfort of the one in store. Can’t even believe it’s the same couch. It’s hard as a rock and terribly uncomfortable and feels overstuffed as well. At $2000 you’d think it would be better comfort.
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June 2023 by Kathryn Roberts
Quality of furniture is fine but their customer service is absolutely awful. You already wait forever for the furniture to be made then you have to wait until there is another delivery scheduled in your area before they will deliver the furniture. Once we FINALLY received our love seat, the cushions didn't fit properly. It has been MONTHS since we requested replacement cushions and it has been a couple months since the the cushions were delivered to the warehouse, but because there hasn't been another order in my area, they have yet to be delivered. I have emailed numerous times without a response, it's not until I email for the 2nd or 3rd time that I eventually get a subpar response. And to be honest, the craftsmanship of the furniture we have received is also subpar. Its comfortable and looks good, but if you look closely the seams are crooked. Overall, bad experience. Two stars because we don't dislike the furniture and it's comfortable and the sales man at the physical store was nice to work with. Other than that - I would 100% not recommend this furniture company.
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June 2023 by Barbara Lynch
I purchased a klaussner sofa thru Wayfair which was delivered late November 2022. On May 29th, a guest in my home leaned against the back of the sofa and the bottom slats snapped and broke. Wayfair has submitted a claim with Klaussner but from the reviews I’ve read on here, i hold little hope in getting any satisfaction from them. I now have a brand new broken sofa. Yeah me!
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May 2023 by Jessica West
We purchased a "top of the line" sectional. This was their high end line and they assured us of its quality. It was delivered April 2022 with a 10 year warranty that we paid extra to have. They would replace everything as it broke. But by February 2023, the framing cracked and cushions sank into themselves. We reached out for a warranty and as of today (April 28, 2023) nothing is fixed. They attempted but after delay and delay a 3rd party arrived and said the fix was not as described in the work order. It was not the 3rd part contractors fault. We have been living with a broken couch for almost 3 months now. What is the service agreement for this company? The customer service and quality of this North Carolina company has been deplorable. At this point I request a refund to purchase a new couch. I sincerely hope that someone will see this and try to resolve it soon.
