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April 2024 by Nathaniel Gunter
Extremely terrible customer service! Not truthful with product information. Charged my credit card for an item they said they had in stock. Then said it would be 2 months to get it in after payment. You shouldn’t charge until it ships. Liz was very rude with a bad attitude and talked over customers. Try to charge me a 33% restocking fee for something you never shipped. Still have not received my refund.
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January 2024 by hs coach
I WOULDN'T BUY FROM THEM IF THEY WERE THE LAST STORE AROUND.I was moving to tampa from NY and needed a sofa bed. I decided to stop in hickory to buy one since I had such a good experience before. Well I purchased a sofa bed on 10-6-23 and was told it would take about 8 weeks. Well I got a call from the sales person on 12-2-23, saying my sofa is ready and I need to take care of the balance to get my sofa and It will be shipped out on or about 12-5-23 and i will get a call prior. Well guess what i didn't get a call and the shipment didn't happen. So here it is 12-12-23 and I had to call and find out about my shipment. I was now told I won't get it untill 1-24. Which is a problem since I have people coming from out of town. Now I have to go and buy an air mattress which is an expense and inconvenience I didn't need. They were very complacent about the whole transaction since they had my money and couldn't care less. I guess GOOD CUSTOMER SERVICE is a lost art. I'm a very easy going person as long as you follow up on your word. It's funny.....they will call me for money, but showed no customer service once they got my money and showed they couldn'tcare less. I would NOT BUY from them again or recommend them to ANYONE!!!!!!!.
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October 2023 by Charlie Beagan
I ordered a sectional at the end of May which wasn't supposed to be available until end of July, which was fine because I didn't need until November. End of August it still wasn't in, and Joseph my sales rep said there was a lot of demand that weekend, and since we didn't have immediate delivery, the pieces were sent somewhere else, but ours would be in by middle of October. Now I'm being told the supplier won't have until beginning of November best case, and Heritage won't have until end of November. I bought in May to assure I would have the couch when ready to move. And when I asked about a possible refund so I could find another couch to sit on, I was told that the contract states a 33% restocking fee!! Restock what?? The whole problem is they can't get it stocked in the first place, and I'm without a couch. William, the manager, never returned my call. Totally unreasonable. Don't trust them. They just want to lock up your money.- Update 10/18...William did eventually reach out and was very reasonable. Still no couch, but I feel like he is very cooperative and making me feel more valued than my earlier interactions. I will continue to update the review.
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February 2023 by Kendall Jackson
Great place to find beautiful furniture! I think I talked to one of the rudest people there, Haley. But over all the managers were the nicest and honest people!!
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January 2023 by Hailey Jade
Great place to get what you need. One particular employee could have done a little better but over all love the new management ?
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June 2022 by Chrystal H.
This place is a ridiculous joke. We went looking for a sectional with expectations of getting something immediately. We were told things were not available due to manufacturers limitations. So we kept looking but then were told they had sectional sofas that were coming in April 2022 and 5 were ordered bc they were popular and their strategy was to order a specific amount so they would stop running into supply demand issue. Patsy told us we had to pay a portion to our one on hold bc they were going quickly. So we paid over 1600 plus dollars to hold one of those, their company already ordered. So there was no special order at all, these were already on the way to Heritage before we ordered, we were told. We have called 3 times to check and verify in the last 2 months bc we were specific on not wanting to wait 6-7 months for a piece of furniture. We didn't even want a white sectional but we ordered this one bc we were promised by Patsy delivery in April 2022 and told if we did order a different color that a new piece would have to be made and would be 6-7 months. So we pay the money, reserve the ALREADY ordered sectional on the way for their warehouse-again-NO SPECIAL ORDER! The last two calls we make to Patsy, we are told our order will be here in late July! Oh no ma'am! We explain the situation, she says "Oh yes, I remember you let me check the warehouse and see if those came in." Promised a call back, then no call back. We call again next day, "oh they will be here in late July". No ma'am, we just spoke yesterday My name is ______. Oh yes I'm glad you called me back ???? OMG! No Patsy I persist, you were supposed to call us back. "Oh yeah, yeah...." Well let me have someone call you from the warehouse." Are they gonna call, really? Well, to our disbelief they do, then tell us the couches with those measurements won't be here until late July?!!! Um NO! We start to explain, then she begins to let us know that we can buy the extra piece that came with the ones they have now in the warehouse.., um NO. Where is the sectional we were promised? It was measured in store and promised in April. Well these aren't the same size. I explain that is not my problem. She asked why did we pay anything up front in the first place? Are you kidding me? Because Patsy tells us we HAVE to to reserve one, (the correct sized one may I add). So we say ok ok just give us a refund (Patsy also promised that if things did not go as we were promised, a full refund). The lady on the phone states we must pay a 33% restocking fee?! Um NO! You want us to pay a fee on a situation that was ALL your fault from the beginning on a couch that is already sitting there. NO! Also these aren't special Order they were already ordered and on the way to your store before our purchase! Nothing has been pulled, we just want our money back bc your company and employees lie! And we are pissed as we have been waiting almost 4 months now for your LIE. We could have already purchased and received another piece of furniture! The lady calls us back and says oh sorry we found it? What? Somebody needs to get their sh*t straight. After all That grief and frustration they come back and say oh yeah we have your couch?!! You'll have to pay the balance of your account and for delivery of course. They wanted 450 dollars for delivery, Not 100 bucks or so which is what I'd pay anybody for a delivery but understanding things are a little more expensive I'll pay more but not 450!! She then comes back and says I have a few companies we use for delivery. One of which charges 288.00. Still too much in my opinion. Then this company asks for cash, and I don't do business without a paper trail. They show up to deliver the sectional and it's defective. Not the delivery drivers fault but they expected payment for delivery and I told them they could take it back and refused to pay the delivery on defective items. I call back the store and they ask me to just keep the defective couch even through one of th
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May 2021 by Zeal Decor
The best customer service ever. Go see Joyce. She was marvelous.
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April 2021 by Suzanne Scott
Very knowledgeable and personal staff. They were so patient, kind and made every effort to learn my taste and home design for a perfect choice. Alex and Joyce were exemplary. So glad I came to your store forthe top line product and first class staff .
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March 2021 by Diana Peeler
Friendly and helpful. Good advice offered in choosing fabric. Thanks Patsy. You're the best!
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January 2021 by Brook Lynn
just wanted to leave a rating for one of their employees, mary t. i hope this rating finds her and/or her leadership team to let them know that i appreciated her excellent customer service skills a few weeks ago. i came into the furniture mart to look around. she approached me, escorted me around, answered my questions and was very professional. although i didn’t get anything at that moment, i sincerely appreciated her approaching me and taking the time to assist me! i hope all of their employees are like her. if not then have her train them or get more like her! will definitely go on their website to browse for furniture for my new house.
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January 2021 by Jayna Ellsworth
I had the pleasure of working with Patsy Norton on a furniture order that had many moving parts. Patsy was patient, detail oriented and a delight to work with. Overall my experience was stellar with her at the helm. Jayna Ellsworth
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November 2020 by Jim Hooks
My wife and visited Hickory Furniture Mart and Patsy was so great and helpful. She went above and beyond our expectations and made our trip successful. Thank you Patsy!!!!
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November 2020 by Pat Zolman
Joyce Wagner provided excellent customer service, personable attention without pressure and followed up with me to see if I was happy with my purchase.
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October 2020 by Brian K
We purchased a brand new dining room set from Heritage Furniture Gallery. We had the set delivered and the guys that brought our new dining room set did an excellent job. Everything was assembled and they went over each piece to make sure there was no issues. Overall we had an excellent experience at Heritage Furniture and will certainly be back for additional pieces as needed.
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October 2020 by Terrie Hamett
I called Heritage in North Carolina, from the state of Washington, trying to furnish my daughter’s apartment. I talked with Megan, she did a fantastic job! Megan made buying furniture from across the country so easy! I could not have done it without her! Megan’s customer service and care went above and beyond! I was able so see each piece of furniture separately and then together, I’ve never had that done when in person shopping! Thank you Megan!!
