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February 2024 by Stephen W.
I called to ask if I could order new cushions for a dinette set (6 chairs) and 2 bar stools (on the company's website, it states you can order replacement seats from a dealer and listed Carolina Furniture as the dealer closest to me). She said she would have to call the company and asked where I purchased the original. I told her Decorum. She suggested I call Decorum or take them somewhere to be reupholstered. Unreal. Just lost $2,400 in sales. I called Decorum and they were helpful, knowledgeable, and can order the cushions. Wow.
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February 2024 by Barbara Lee
I purchased a recliner for my elderly (93) mom just over a year ago. The shop has an extensive selection of quality furniture, and the initial customer experience, from selection to delivery, was exceptional. But, the store REALLY excelled during the past two weeks. The switch on the recliner failed, and I called the shop. They found the sale record and explained that the factory was closed over the holidays, but they promised to get back to me. They actually called! I was told they had the part, and would pick up the chair for repairs, and return it the same day. Call me skeptical, but I thought "sure, you will". The chair was picked up this morning and returned, in working order, this afternoon. Thank you to Erin, and the other caring employees of this wonderful establishment. I'm duly impressed with the customer experience you have delivered! My mom sits in this chair for all her waking hours, and we are grateful to you for following through at every step.
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January 2024 by Barbara L.
I purchased a recliner for my elderly (93) mom just over a year ago. The shop has an extensive selection of quality furniture, and the initial customer experience, from selection to delivery, was exceptional. But, the store REALLY excelled during the past two weeks. The switch on the recliner failed, and I called the shop. They found the sale record and explained that the factory was closed over the holidays, but they promised to get back to me. They actually called! I was told they had the part, and would pick up the chair for repairs, and return it the same day. Call me skeptical, but I thought "sure, you will". The chair was picked up this morning and returned, in working order, this afternoon. Thank you to Erin, and the other caring employees of this wonderful establishment. I'm duly impressed with the customer experience you have delivered! My mom sits in this chair for all her waking hours, and we are grateful to you for following through at every step.
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December 2023 by John King
If money is no object this is the place for you! $5000 for a couch?? Really! This place is to rich for my blood!
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October 2023 by Melanie Mueller
I cannot remember a time I’ve taken to google or any review site to leave a negative review as I firmly believe businesses should be given the opportunity to understand when there is a problem and be provided the opportunity to fix it. If that is unsuccessful, I will typically try to reach out to someone within the organization who is in management position. With that being said, it’s important I inform those reading reviews about this business and provide my personal experience here. First and foremost the President of The Shops at Carolina, Joseph Steele, needs improvement in his customer service. From the first phone call I made to this establishment to notify them of my problems with my new kitchen table, I happened to get the Joseph on the line. I did not know I was speaking to a manager mainly because his attitude and customer service was not what I would have expected coming from a person of leadership. I proceeded to expressed my concerns about the $4,000 kitchen table I purchased from them, explaining that the first day we used our table and had a family dinner we ate spaghetti. A few drops of spaghetti sauce got on the table (it is a kitchen table after all). I didn’t think twice about this as when we were finished eating (approximately 15 minutes after spaghetti sauce drops) our table was cleared and wiped up. To my absolute surprise, the spaghetti sauce was not coming off. I was shocked. I tried again, this time with a gentle soap and water. Nothing. I explain this to him and he stated that he would have to call the manufacturer to ask then about this. He offered no solution or even apology that this was happening. He didn’t ask for my email, he didn’t ask for my phone number. I asked him if he would like to have my information, he quickly said “no I have it.” I am assuming based on the number I was calling from? I assumed I was speaking to a sales associate and perhaps they were having a bad day, never would I have thought this was the owner or president of the business on the other end. Several days later and no phone call or email, I reached back out. Joseph picked up again. I explained that I had not received a follow up and asked for a status. He impatiently stated he had just sent them an email a few days ago and said as soon as he hears back he will reach out. A few days later, finally an email. To my surprise the company who they sourced the table from responded to him and stated that spaghetti is acidic and therefore it can stain if left on too long. Of course it can, I completely get that. Except it wasn’t left on for hours. We were eating dinner and cleaned off our table as soon as we were finished. I responded to his email and asked him if he explained to the manufacture what I told him, that the sauce was there for 15 minutes before wiping off. He responded and said he was sorry I was upset but that they do not guarantee a furniture piece will not stain and essentially there was nothing that he could do. $4,000 for a table and that is the response? I have had 4 custom tables over the last 25 years and none of them stained from sauce or food, ever. We have a brand new kitchen table that is an eye sore, with stains on it. Under no circumstances would I ever purchase from this business again. Ever. Terrible business practices, even worse terrible customer service and absolutely terrible products. Do yourself a favor and find another business who will stand behind their products.
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August 2023 by Jason P.
We had a great experience here. It's a very nice store with beautiful (and, yes, expensive) furniture. You get what you pay for. The quality is great--no particle board here. The fabrics are lovely to look at and touch, and the furniture is super comfortable. Our salesman was David. He was knowledgeable and helpful, and he could be found easily but he didn't hover. We bought a dining room sideboard. The best part about it was we said "when can it be delivered?," thinking it would be weeks. He said "how about tomorrow?" So less than 24 hours later we are using and enjoying our new furniture. We will definitely shop here again.
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August 2023 by Janelle L.
My husband and I are in the process of what amounts to creating our ' dream living room ' . Although I've been a client as The Shops of Carolina for nearly three decades this is definitely the largest undertaking to date and along with the plethora of details and decisions come a bit of anxiety as my husband's only caveat is " please let's get it right " ! Enter Joseph and the uber talented Elenie. Their guidance has been invaluable . They listen intently and answer each and every concern, question, and desire and have thus far found a way to get us closer and closer to the realization of creating a beautiful , comfortable, environment to enjoy with our Family and friends. Carpets , case pieces, upholstery, lighting, fabrics, artwork , accessories and equally important solid design advice is what you will find at The Shops of Carolina in Williamsburg , a one stop destination !
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April 2023 by Marc Tenan
Beautiful expensive classic furniture from the best furniture makers. Extensive number of sample pieces to look at. Staff always have been pleasant and let you look around. Haven't bought anything... Yet. ?They have the highest quality furniture in the Williamsburg area.
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March 2023 by Pat P.
What store tells a customer to go somewhere else when the customer tells them that they are disappointed in their service. Rude is not even adequate to describe my conversation with the owner.I tried to arrange home visits to measure for carpeting and window treatments for a 6000 sq ft. house and was never able to get a call back for the window treatments and the carpet guy never showed up. Would one think that the owner of a shop would like to know that and possibly apologize to the customer?If this is the type of treatment that you receive while trying to make a purchase, I can only imagine the treatment that one would receive if you had a problem.
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January 2023 by Randal Watkins
On May 12, 2022, we purchased a special-order Durham bedroom set from Elenie of Carolina Furniture of Williamsburg for $7,872.77. We paid an extra $50.00 for the delivery and set up of the furniture. This was approximately 6 months ago. The furniture was delivered on 10/17/22. During the delivery, their delivery person gouged our hallway wall. In addition, we noticed that several of the drawer knobs that were installed crooked. We called and emailed our salesperson Elenie to inform her of the damaged wall and crooked knobs. She told us to just straighten the knob ourselves. We had considered it, but the knobs are in two pieces and have small cleats that keep them from turning. So, any attempt to straighten them would leave an exposed mark on the drawer front. Since the salesperson was not aware of the installation process of the knobs, we requested a professional furniture person to fix this problem. The repair people had no knowledge on how to cover the holes. So, we purchased and replaced all 25 knobs that cost us $90.00. Carolina Furniture would not reimburse us. Their repair people switched out our new brush nickel knobs. My opinion. Carolina Furniture of Williamsburg doesn’t stand behind their product. Nor do they have an interest in their customers’ satisfaction.We bought less expensive furniture from Ashley furniture and received better customer service immediately after the delivery of our furniture. We never received a phone call from Carolina furniture from Williamsburg until we complained. I would not recommend buying furniture from Carolina furniture of Williamsburg.
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November 2022 by Diane M.
One of the most extensive selections of fine furniture within 100 miles of Richmond. We are furnishing a new home, and are very pleased with the selection and customer service at this store. Kirk was very helpful while we were making selections, and had been diligent in follow-up on the status of our orders.
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November 2022 by Joe Thompson
Investment-grade furniture. Knowledgeable staff. We are very pleased and will be back!
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April 2022 by Lee Weber
Not a ding on Carolina Furniture per say - scenario - was sold a 3K chair that was incompatible for my body style. Chair arrived and was causing back pain. This particular lounge chair (mfg by Sherrell??) offers zero lower back support. Cushion material is useless and after one year and maybe a few dozen uses - we are not home often - the chair goes to the dump. Buyers - don’t let salespersons sell you something that they like - buy what works for you.
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March 2022 by mary sablan
This review for The Shops at Carolina Furniture is long overdue! We started working with Joe Jr. and his design/sales team several years ago after moving to the area from LA with our young children. While shopping at Carolina Furniture, we have only encountered expert design recommendations, competative pricing and a broad range of products. No matter your design aesthetic, their incredible customer service and friendly staff are the best you’ll find in the area. Their patience and overall approach make the design process fun and engaging. The team helped turn our new-build into a beautiful, yet comfortable sanctuary that will stand the test of time. It’s truly a one-stop shop for furniture (outdoor too), lighting, rugs, and much more. The Shops at Carolina Furniture are a quintessential Williamsburg furniture and decor destination!Mary Beth and Nick Sablan
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November 2021 by Cody C.
I wish I'd read prior reviews of the Shops at Carolina Furniture of Williamsburg. We ordered a sofa in February, 2021 and were told it would be delivered July 4, which we said was fine. July 4 came and went, and not a peep. Called, and after several attempts to get information, were told it would come September 11. Same scenario. Not a word. Called again, and found out that the sofa had just been put on a ship in Vietnam. Now, if we'd known it was coming from Vietnam, we would have chosen differently. Kirk said the sofa would arrive in two week. How on earth? With ships sitting off the coast of California, unable to unload, would our sofa arrive in two weeks from Vietnam? Clearly an impossibility. We asked for our money back, since delivery was off the rails, and were told we would have to pay $100 to cancel. We said NO, pay us every penny. They refunded everything but the $100. I wrote the president of the company. Crickets. They failed to perform their end of the contract with nondelivery. Yet they charged us. Not good business practice. I will tell everyone I know and those I don't, not to shop here.
