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Poor Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MOCKSVILLE, NORTH CAROLINA -- Beware of what the low price gets you. We are furnishing a new, second home in Utah and I made the mistake of ordering several pieces of furniture through Boyles. Critically, I needed the dining table to host an after-Christmas family reunion. Boyles scheduled delivery for Dec. 22 so I bought a ticket and flew up from Phoenix to meet the truck. In the preceding 48 hours I heard nothing from them.

On the 22nd morning, I called Boyles and, subsequently, the delivery company called back. They told me the truck had experienced some problems but they would be at my house to deliver between 2-6 p.m. I waited, calling every hour or so, and the delivery time kept drifting. I advised them that I had to leave for the airport at 6 sharp to get back to Phoenix.

When I contacted them at 5 p.m., they told me the truck wouldn't get there until 6:20. After considering the importance of this furniture to our ability to host, I canceled my non-refundable American ticket (-$200) and booked an early morning Delta flight. At 5:30, I called Sun dispatch again and was told, "Good news, they'll be at your house at 6:40". They didn't come nor did I get a call back. I called dispatch 5 more times between 7-8:15, leaving messages each time since no one answered. Nothing, nada. Now I'm out two airfares, don't have my table (will have to buy folding tables for the reunion) and have no recourse.

Let me assure you, they are a high risk bet. If everything goes right, they would probably seem great and you're lucky. If something goes wrong, they clearly don't really care. They're high volume and figure they won't see you again so tough apples. I've bought $16,000+ from them and haven't seen any of it yet. I'm very worried.

Company Response 08/06/2017:

Sun Delivery compensated this customer for the fees associated with the airline ticket due to their error. We are no longer using this service for delivery.

In-home delivery services provide delivery and set-up and each delivery is estimated to take a certain amount of time to complete. Certain deliveries take longer or are delayed due to customers not being home at their appointed time,etc. This subsequently delays everyone on the schedule that day. This was the case here. Due to the custom nature of his order, he received all of his deliveries by June 2017.

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Review
StarStarStarStarStarBy -
Rating: 5/51

MOCKSVILLE, NORTH CAROLINA -- I have purchased four items through Boyles Furniture in the past three years. And while I have experienced some disappointment with the shipping and quality (all directly from Baker Furniture, and not from Boyles), the Boyles' representative and salesperson, Robin **, has been excellent in each transaction start to finish. Educated, well-informed, and always timely in her responses about certain items I give Robin 5-stars without hesitation. Making purchases of quality items and antiques via the internet is never easy, and a lot of guesswork comes into play. Ms ** knows the terrain, and I have found her to be helpful at every turn.

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Do Not Do Business With This Company!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

If there was a negative review for this company, I would give it! Do NOT do business with them... Heed my warning! STEVE ** IS THE WORST CUSTOMER SERVICE MANAGER I HAVE EVER DEALT WITH! He is only out to make a dollar for the company, and could care less about the consumer.

Delivery is AWFUL- ordered a piece of sectional in February, and have yet to receive it (it is now July). I disputed the charge to my credit card company, but he somehow finagled a charge back for the furniture I don't have. Steve says they are "still trying to deliver it to me" even though it has been almost five months. He is a shady sales guy who is out to make a buck off unsuspecting consumers- AT ANY COST- STAY AWAY!!!

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Customer Service Issue
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MOCKSVILLE, NORTH CAROLINA -- I live in NY and ordered a sectional from Boyles Furniture and Rugs. I drove to the Mocksville location in N.C. to place the order in person. The couch was delivered in about 6 weeks. The delivery company was actually the best thing about the entire experience. After only 3 months I had an issue with the fabric on the sectional. It began to pill and looked like a well worn sweater. Boyles did not come through to help me and passed the buck to the manufacturer.

The manufacturer of this item is Drexel Heritage (not inexpensive). They also did not come through with a resolution. So now I have a lovely $4,000.00 well worn, brand new sectional in my family room. It is the elephant in the room. I will never deal with Boyles or Drexel again. I advise you to do the same. I am currently contemplating going to small claims court.

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Delivery Delays
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MOCKSVILLE, NORTH CAROLINA -- The "new" Boyles Furniture use outside delivery service and you will wait and wait and wait some more for your furniture delivery. After they call for your credit card they tell you "You will have your furniture in two weeks." This is NOT TRUE! It takes 6-8 weeks to get your furniture delivered by Home Delivery Service. When you call Boyles Customer Service you get lip service but no action. I will never buy from them again.

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Internet Purchase of Henredon
StarStarStarStarStarBy -
Rating: 5/51

MOCKSVILLE, MINNESOTA -- I am an old guy that wanted a piece of furniture to match an old Henredon sofa. I contacted Boyles via internet on Sunday when they were closed. Promptly Monday morning I was contacted. All of my questions were answered, furniture spec'ed and ordered. Perfectly easy. I even asked if Kelly would marry me. She declined to answer. Now I just wait for the furniture to be made and shipped. If I have problems of any kind, I will post a follow-up.

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Awful. Once They Have Your Money They Are Nasty.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ADVANCE, NORTH CAROLINA -- They are your best friends until you sign their contract. Then they don't want to know you. Beforehand you will get several calls a day. High pressure sales. They had a new sale before I took delivery and refused to adjust my price, 300 dollars less, after I spent 7,000 dollars. Awful, horrible, will keep 50 percent of your deposit if you cancel. Avoid. Let the buyer beware. Manager never called me back.

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Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CONNECTICUT -- I have never in all my years experienced such horrendous service. We had ordered 2 living room chairs from boyles.com but because we wanted to finance them we were referred to the CT store. Advised that it would take about 8-12 weeks for delivery. We accepted this would be a long wait and settled in. We were paying for the chairs all throughout our 8-month wait!!!

After 16 weeks, I began calling the store on a daily basis asking for answers from sales and management. I was repeatedly given a runaround. No one could find my order…the manager was not in…sales people promising to find the chairs but never called back. Every time I called, which was daily, I needed to retell the entire saga and there was never once any one person in charge and able to be solely responsible. I finally went to customer service on the website, a regional manager, and still advised there is NOTHING they could do. I couldn't even cancel the order.

Finally, I was advised that the chairs were made in China and that they were on a boat coming to the US. Seriously?!! Well, the chairs remained on the boat for 6 more weeks - or so I was told. Was it a row boat? Finally, the chairs were sent to South Carolina - of course - and then were shipped to CT, and then finally shipped to us. In total 8 months of sheer aggravation and frustration. Every single staff person was useless and unapologetic. Do NOT consider ordering ANYTHING from this substandard ripoff of a company.

Company Response 09/29/2016:

The Connecticut location is no longer open. Please call the Mocksville, NC showroom at (888) 848-4551. We would love to have your business.

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Furniture Arrived Damaged and Dust-Caked at 10pm, 5h After Window; Customer Service Unapologetic, Condescending
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MOCKSVILLE, NORTH CAROLINA -- I wish we'd read these reviews of Boyles horrendous customer service. We would have been spared the expense and frustration. Our order of a Henredon dining table was delayed two weeks, then arrived at 10pm, 5 hours after the delivery window. The table was so caked in dust, we couldn't wipe it clean but had to use a vacuum cleaner and brush (we took photos, it was so unbelievable how much dust there was).

When we were finally able to inspect the table, the base was noticeably damaged in two places and had scratches in several other places (not distressing). We did not accept the table. When a Boyles operations manager (Steve) finally got around to calling us, he would only offer to repair the table, not send a new table. His excuse was along the lines of "this furniture damage happens all the time, and we can't guarantee that every piece comes new." Really? Then don't sell it as new! It's old, damaged furniture that has been sitting in a warehouse for years collecting dust.

Despite the late delivery, the 10pm arrival, the damage, and the inability to send a new table within any reasonable timeframe, Boyles will not refund our money. I've only received unapologetic, condescending emails to the effect of "we're trying to reach you. You have to accept the [damaged, repaired] table." We've now disputed the charge with our credit card company.

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Outstanding, Excellent Customer Service, Quality Products, and Timely Delivery.
StarStarStarStarStarBy -
Rating: 5/51

MOCKSVILLE, NORTH CAROLINA -- I will say that I have had a terrific experience with dealing with Boyles in North Carolina. My highest recommendation goes out to their employees with regards to their outstanding customer service and their willingness to help. I would highly recommend Beverly **.

I was in the market for a Hancock & Moore leather sofa. I had been to a local furniture store in Southlake, Texas and they would not budge on a sofa that was a display model on their floor for sale. I was very disappointed because I was recommended to them by a neighbor.

When I mentioned this to my neighbor who had referred me, he mentioned to call Boyles in North Carolina. I did and I was put in contact with Beverly **. Bev went to work right away for me, gave me more options, and ultimately, I was able to get a brand new Hancock & Moore Austin sofa with protected leather at a lower price and one that was brand new.

From the onset of starting to develop this relationship and had never done business online making a major purchase of this magnitude for furniture, I ended up purchasing my Thomasville end tables and coffee tables from them as well. Boyles and Beverly have earned my trust and business in the future. I would highly recommend that you give them a call. You will not be disappointed.

Company Response 06/06/2017:

Thank you! It was my pleasure.

Beverly Hardy

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Boyles Distinctive Furniture Rating:
Star Star Empty star Empty star Empty star
2.2 out of 5, based on 13 ratings and
15 reviews & complaints.
Contact Information:
Boyles Distinctive Furniture
182 Farmington Rd
Mocksville, NC 27028
888-230-7998 (ph)
www.boyles.com
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