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.
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.
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.
HICKORY, NORTH CAROLINA -- When I could not get help through the local distributor for Thomasville, I Googled Thomasville and located a totally awesome company, Boyles in Hickory, NC. Beverly ** made my purchase of a complete bedroom suite so awesome I wish I needed more furniture. She was quick to answer questions, got back to me immediately, and followed-up. After the order was placed, their customer service took over - again - awesome. The delivery was made yesterday here in Texas. Again, courteous, prompt service.
Where did these guys get their training? They need to start classes for other stores. Beverly could certainly teach some of these so called sales people a thing or two. I would have purchased locally, if the sales person ever acted interested or got back to me. Thank you Beverly and Boyles!!!
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.
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.
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.
The Connecticut location is no longer open. Please call the Mocksville, NC showroom at (888) 848-4551. We would love to have your business.
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.
MOCKSVILLE, NORTH CAROLINA -- I ordered my furniture from Boyle's in late February 2014. I was promised a delivery time frame of 12-16 weeks. After following up with Miriam several times (I initiated all contacts) she kept telling me she'd get back to me. I finally received my furniture in mid-July weeks after it was promised to me.
The kicker is the delivery was incomplete - they forgot to include a sofa that we purchased. I asked them to deliver it to our home the next weekend but they said the sofa was damaged in the showroom and they had to order me a new couch which was a complete lie. I'm not naive - they just needed time to get a larger delivery together to make it worth their while to send a truck to Pittsburgh (where we live).
Now, I was promised a delivery appointment of 8 am and it's now 1 pm and I'm still sitting here waiting for the truck to arrive. Boyles customer service is poor - they don't care about customer service and are just interested in taking your money. Also, no one ever apologized for the inconvenience or offered any type of compensation. There are lots of furniture places in NC that treat their customers properly - this place is NOT one of them. Don't shop here.
JAMESTOWN, NORTH CAROLINA -- I live in California and I heard from a friend about Boyles Distinctive Furniture in Jamestown, North Carolina. I did some research on the internet and found that they have great brands for great prices. I called the store and talked to the manager about how to go about ordering from 3000 miles away. She assured me that I would be taken care of, and she assigned a lovely sales woman to work with me. My sales woman was wonderful.
She laid out my floor plans and e-mailed photos of furniture in the showroom as well as links to manufacturers websites. I ordered Nichols and Stone for my kitchen, Sherrill upholstery for my family room, Hancock and Moore leather for my husband's office, Henredon furniture for our bedroom, and Hooker furniture for the kids bedrooms.
My sales woman made me feel at ease. She was patient and kept on e-mailing picture after picture until I found just the right things. I charged the whole thing on my credit card and earned air miles. The furniture arrived in just under 3 months as promised by my sales woman. On the day of my delivery, I worked out at my local gym. I noticed some guys talking with southern accents. I told them I would be receiving furniture from "the south" that afternoon. It was my delivery guys! Boyles apparently helps their delivery men stay in shape by providing them workout memberships that can be used across the country.
These guys were very polite and they set up every bed and connected the sectional pieces together. They did not leave any boxes or mess. They were delightful to have in my home. I had purchased the Guardsman Fabricate protection plan at my salespersons recommendation. I don't usually do that, but she was adamant that with children, it really is a must. She was right. In 5 days, my daughter had an "accident" on my brand new sectional. I was horrified. I called the store and my salesperson was on vacation, but she had given me her cell phone number. I contacted her and she took it from there.
She is dedicated. Within a few weeks, I had a brand new cushion and casing for my sectional without having to spend any more money. Since then, I have ordered additional items from Boyles Furniture. They take great pride in their level of customer service. My home is comfortable and beautiful thanks to Boyles Furniture.