I want to start off by saying that not all of the service my boyfriend and I have received from Kensington was disappointing. Kirk was very helpful and patient as we searched for the perfect sectional. The ladies that helped us with the purchasing process were also very pleasant. Beyond that point, I cannot help by say how dissatisfied I am. It took about 4 weeks and multiple phone calls to even get a response from anyone who could give us any information about our order. I personally had been promised 5 times that Mark or Michelle would call me back because they were never available to speak at the time of my calls. It was not until my boyfriend called, and had to be somewhat demanding, to even get a response. The length of time that the order has been projected to get delivered was not what has made me compelled to write a review, but the absolute lack of customer service and communication. Kensington makes you feel that once they have your money you are no longer owed a response and that you are stuck furniture purgatory. We have been told, yet again today, that our expected delivery date has been pushed out. We were also informed for the first time today that the sectional we ordered was "back ordered" after 6 weeks. I wish the best of luck and patience to future customers of Kensington.
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If I could give this store a zero I would. Do not purchase anything from this place. I ordered a bedroom set on President's weekend and when the delivery was suppose to show up the first weekend in March (confirmed by the staff and after having me pay the full amount in order to receive the delivery on time) I find out from the delivery people that the order was on back order. This is after I received a call saying that they ordered the wrong mattress and how that would not be delivered on time. I called and of course they were closed so I had to wait. When I finally got through I was told that my furniture was on back order for two weeks., which was completely new information to me. I waited the two weeks and when I called again I was told that the furniture would be delivered the following week. Me already being frustrated was put over the edge with that. I told them that I would be receiving a discount for the unprofessionalism shown. The next week rolls around and I was told once again that the furniture would not be delivered for a a week and I would be receiving a $150 refund for a $1500 order for the "inconvenience." I have been living in a new house for a month without any bedroom furniture!! The past two days I called to try and cancel my order and the first time I was told to give my phone number and the manager would call back to cancel it. I never received a call. I called again the next day and was returned with the same response as the day before. This has been completely ridiculous and I will NEVER take my business to this place ever again and if you would like to actually receive your furniture and not be stuck in a new house for a month living on a mattress on the floor and out of suitcases. I still haven't had my order canceled.
Update: It is now April 29th and I have been dealing with this since February. I have been calling all morning for my refund and was told that it was on hold. When I looked at my bank account the money that I should be getting was taken out as a withdraw. I am trying to figure out how they are able to take more money from me (actually steal money from me because I have not bought $250 worth of anything from then since February) so easily but are unable to give me the money back! They now owe me double for the refund I was promised and never received! I no need the money they took for no reason and then the refund! I am completely over this and I am about to reach out to a lawyer for help at this point!
My husband and I purchased Sealy twin xl mattresses with adjustable bases. Our salesman was very nice and knowledgeable. We felt the prices were very fair. Our problem with the process was that the wrong mattresses were delivered. We spent a good amount of time with our sales person trying out different mattresses and firmnesses. The Sealy mattress we chose came in plush or firm(medium). After all the different mattresses we tested out we both had explained to our sales person that we did not want a really soft mattress, but rather one with firmness to it and a little bit of padding. So, we chose this Sealy firm. When the mattresses were delivered they ended up being the plush version. We had taken their sleep study, which I believe is called dream care, and that allowed us to do a one time exchange to get the correct mattress. All we did was pay a delivery charge. When we went in the store about the exchange our original sales person was not there. We were told we had received the correct mattresses, based on the item number, when we know for certain they were not the right ones. It took three weeks to get the correct mattresses and what a difference! We don t sink down into the mattress when we lay on them like we did with the other ones. I don t know if it was an issue with the item number in their system but it was rectified. We would definitely shop there again. The delivery personnel were very nice as well.
I have been shopping at Kensington Furniture Store for over 40 years. Every experience was great and atmosphere is wonderful. Michael, Michelle, the staff, and the movers are knowledgeable, helpful, and courteous. I m sitting on my 35 year old leather couch, purchased from you as I type. Still looks as new as the day I bought it!! I ll be back again. Thanks for the great furniture and all the laughs!!!!
I must take a moment to comment on what a wonderful experience I had purchasing new living room furniture from your establishment. From the moment I entered the beautiful showroom, I was overwhelmed with where to start. The salesman said not to worry he would guide me through the process. He was knowledgeable, understood the difficulties of furnishing a beach rental, and with his guidance I feel confident that I made the right choice. The office staff was polite and cheerful, and the paperwork was completed quickly. As we left, you and your dad were there. You introduced yourself and your father and thanked us for doing business with you. I received several calls from your manager to check to see if we were ready for delivery. When I was ready, the delivery was scheduled without a problem. The furniture was delivered exactly on schedule. The delivery crew was pleasant, professional and took great care with my new merchandise. Not to mention - they brought cookies! These comments may seem long and involved, but I can honestly say that this level of customer service is so rare, I would be remiss if I did not mention each and every aspect. Thank you for making what I expected to be an arduous task into an experience that proved that there are still companies that believe in and practice the art of satisfying the customer.
Michelle and Elaina made a great team in terms of customer service and Elaina was FANTASTIC. She was incredibly helpful, patient, thorough, and knowledgeable. I can t imagine having a more pleasant furniture shopping experience.
Our experience in the store was good, we are very happy with the bedroom set and matress. The guys that brought the furniture were nice and quick, they arrived on time, I got a call 30 min before they arrived. My only issue with Kensington was that the furniture arrival date in the store delayed much more than what was expected. After a couple calls and complaint Kensington wave my delivery charge and sent me a gift card because of the delay.
The customer service is horrible! I purchased a bedroom set and Financed it through there bank. I over paid and it s been over a month and I still haven t received my money back. I went into Kingston and spoke to the store manager who took me over to the receptionist. They called to see if they could assist me and basically advised me the check was in the mail. It was absolutely pointless. All they care about is a sale ! I didn t even get an apology or sorry for the inconvenience. Oh, but they did tell me they sell over thousands of furniture ! Well it s going on pass a month and still no check but hey they got there money.
Clean, huge beachy selection - best around & we shopped at every brand name and small furniture stores in the area; great enthusiastic, easy-going, non-pressured family enviornment, competitive prices, friendly staff, delivered a loaner couch the next day. Will definitely be back again! We have a 3,000 sq foot bay front home to furnish! Wouldn t go anywhere else!
David Schultz was very helpful with our purchase. Also, the order came in earlier than expected which was great as we had house guests coming and the new pieces added we ll to our decor.
FREE REPLACEMENT PARTS EVEN WITHOUT A WARRANTY! Blown away by Kensington s customer service. I bought a beautiful dining room table and chairs from this location and it was a great experience. What they had on the floor wasn t exactly what I wanted, but a sales rep listened to what I wanted and helped me mix and match benches and upholstered chairs from different sets to help me find exactly what I had in mind. There was no pressure to buy, and he left us alone to think about it.
Fast forward to literally a Year and two weeks after we bought this dining room set. A very large friend of ours was over and broke one of the legs by accident. This chair would normally be about $300 by itself. We did not buy any warranty for the furniture and thought for sure we would have to buy a new chair. I contacted Kensington and spoke with Susan F. FABULOUS THE WHOLE WAY THROUGH! I emailed her pictures of what I needed and she ordered the parts right away, keeping me updated all along the way. I picked them up and they were unfortunately for a different chair. A chair that I had with the set, but not the chair that was broken. Again, Susan seemlessly ordered the correct part and it fit like a glove. She was so lovely and helpful. I cannot believe we got replacement seats and legs for two chairs for free!
They treat their customers so well I will be going here first for all of my furniture needs!
Everything was very professional. I got a call letting me know what day my chair was being delivered. I got a text when the driver was 15 away. I got another text when the driver was 10 min away. I got my receipt by email. I got a email with my chair was delivered. I got a call. Asking me how my delivery went. It was very very professional. I m redoing my basement at this present moment and I ll be sure to be shopping at your store again thank you
HORRIBLE customer service!!! Have not received order from 3 months ago and they avoid you when you contact them. The owner is just as bad; tells you he'll resolve the problem the next day and call you back, but he doesn't do either. DON'T WASTE YOUR TIME; SHOP ELSEWHERE!!!
From start to finish Kensington Furniture was fantastic. We received our couch a month early. Dave in sales was terrific, no pressure, very friendly, knowledgeable, and helpful. The delivery crew was very polite and courteous, as well as careful with handling. They cleaned up all the debris and even arranged the pillows to make the couch look nice. Great job! We have already recommended your store to several of our friends and family.
We had some big problems with an Internet purchase but the team at Kensington resolved everything quickly and easily. Replaced the bad and replaced it without question. We will be back soon to buy more. Great place to do business. They really care.
From the very beginning our experience has been amazing. They were beyond polite and helpful over phone. Our delivery was right on schedule as to when they said we would receive it, and the delivery men were fantastic. We have a hard door way to move furniture through and they did it in less then 15 mins. I will most definitely buy more items from them.
When we arrived at Kensington Furniture, David greeted us and welcomed us to the store. He was very accommodating and helped us through the process of ordering custom made dining room chairs. Everyone at Kensington was friendly. I recommend Kensington Furniture because customer satisfaction is a priority at Kensington Furniture.
We were shopping for a sofa. David was patient and thoughtful with his time and guidance toward our purchase. He is knowledgeable and honest which we found refreshing. We ultimately purchased a sofa AND patio furniture. Delivery was easy to schedule and on time. We would absolutely recommend Kensington and ask for David in the future.
Kensington is much more than a furniture store. When our house burned on Dec. 23rd and we lost everything....they delivered temporary furniture to our rental until our new furniture came in! Who does that?
We always have a wonderful shopping experience. Our sales person Jerry knows exactly what what will look beautiful in our home. He has done a great job!! The delivery people are perfect.
We worked with Katie and she was awesome. Walked in having bought a bed through FB marketplace and decided we wanted a similar color bedroom furniture set, as soon as I told her the model of the bed she immediately knew which company had something similar in color and we lucked out with it actually being in stock! (COVID has made things tricky and very delayed in the furniture business). Lastly the delivery guys were super quick and efficient and lovely to work with.
Michael and his sales staff are very good with their customer service and assistance while shopping at Kensington Furniture in Northfield NJ. Thanks to all
In my review I'm giving 5stars but not to the store, but to the employee, Angel (I am not sure his title but i think he is the inventory manager). He was very professional and extremaly helpful. He genually was trying to resolve my situation and went above and beyond, even showing up with delivery guys to assist them! Angel is a great asset to the company and the only reason why I did not walked out of the store.
Great customer service through out the entire buying process if you want quality service and some of the best options, look no further than Kensington. The staff are all great to work with. We love our new couch.
David Schultz Was wonderful to work with. My husband and I had to select furniture for a new construction home we are building. We went into meet with David with our plans and he spent hours with us, taking the time needed for us to make the perfect selections. He has a great eye and we were so happy with his recommendations. If they were 10 stores, I would give him a 10 star review. He is a huge asset to Kensington furniture. He went over and above to help us out today.
This is an edit to our earlier review. My husband and I went to Kensington unannounced to check out the furniture we ordered again and confirm our delivery. While there, our salesperson, David, was with another customer. The owner, Michael, and the manager, Michele, stepped in right away and we actually ended up buying another set at a nicely discounted price. Thanks for the great customer service, Kensington
Buying sofas and chairs for our house renovation was a pleasure with Kensington. Their selection was ample and we were able to furnish our home with just what we needed at a price that fit into our budget. The salesman we used was knowledgeable and helpful, without being pushy or intrusive. Their patience with holding our items until the renovation was complete (which was 5 weeks later than we had anticipated) made it that much less stressful during our process. This was not the first time we used Kensington; when we first bought our home 19 years ago, we also used them. If we ever need a place to buy furniture, this is our go-to spot!
Beware: As a former employee, I really do feel bad for some of you and for future purchasers/employees. Before I begin, let me say that my review is not because I was fired for telling the truth when asked a question, to be honest, I was sick of the company anyways. My issue is that, as a person with over 8 years of customer service experience, my number one goal is to satisfy the customer in ALL aspects. Not just in purchasing, but in the follow up process and pre-purchase stages as well. That being said, I ll explain why I feel so bad for some of you. I was employed by Kensington the end of January. My interview process was pretty formal, I interviewed with Michele first and then had an interview with Michael, the owner. It seemed great. The pay was okay, there was conversation about wanting to expand the business, opportunities for growth. Selling Dreams! I was to be hired for servicing, which basically included taking service requests from customers who had already bought their furniture and had it delivered but found that it was damaged; either during delivery or manufacturers defects, and following up with the customers, placing orders with the manufacturer for replacement parts and/or scheduling service calls at their address. Seems fairly simple, right? What I soon found out is that, very simply, the focus is not on the post purchaser. The focus is on the current/potential buyer and the amount of money that is being brought in. My job quickly went from servicing customers to calling customers requesting payments for items recently received, and in some cases, items that have not even been delivered to Kensington yet and we hadn t even received a date on when it would be coming. This perplexed me considering the fact that, regardless of how much money is being brought in, this is still a small business servicing only a part of New Jersey and Philadelphia and you cannot rely solely on new sales, you MUST keep your loyal customers loyal. That s a simple concept to me. So, while I was shifted to making phone calls to bring in money and entering sales and scheduling deliveries, the disgruntled customer whose table is scratched or seat cushion is ripped gets thrown on the back burner in order to keep the money rolling in. Apparently it has been this way since before me and will continue to be the same way because Michael and Michele refuse to take accountability and ownership of the way the company is run. If you want a refund, you ll wait at best a month. They continuously lose track of paperwork or just utterly fail to follow up on situations that leave the customers requesting the refunds and when they re requested, they give you the run-around and tell you you have to speak with your sales person. Neither Michele nor Michael will return your phone calls if there s any situation you re calling to complain about. The office staff are left to answer to their short-comings all the time. There have been situations where Michele is right beside me telling me what to say to a customer in order to avoid picking up the phone. There was a guy, maybe he will see this, maybe he won t, whose sectional was ordered backwards. They agreed to replace it and two weeks later he calls back to follow up, paper work missing and not entered/ordered. Just beware of requesting service from Kensington. Inspect your pieces thoroughly BEFORE signing the delivery/pickup slip when you get it and DEFINITELY accept the Montage Protection Plan. It s an added expense but may allow you to avoid the headache and the lip service you will be given if you have to come into contact with Michele or Michael.
The sectional sofa we ordered was great. The customer service can be improved. Took many attempts to get someone to call me back for delivery confirmation. Delivery was 2 weeks after original promise date.
I ve been looking for patio furniture for months and nothing is available to arrive due to Covid- I walked in and Jerry was super attentive and as excited as I was about this set! He told me I could buy the floor model- SOLD!!!! The delivery arrived within the time they said and they called when they were 15 min away- the delivery guys were very professional and kind! Not much has gone right in 2020! thank you for making this happen!
Very accommodating owner and staff. We had a few glitches but they worked hard to make everything right and I appreciate that. Knowing that people are helpful and concerned is, to me, almost more important than having everything go right from the beginning.
I have updated our home including all new furniture. How lucky I have been having found Kensington, not only do they have beautiful furniture, but such outstanding and pleasant personnel. My experience with Eladio and Lisa was so enjoyable I look forward to seeing them again!
Too bad no stars isn t an option. Terrible customer service and poor quality furniture. Notice the wood was splitting on a piece of furniture we purchased, when we asked for an exchange we were getting the run around about when the new bed would be in. End of the month , in 10 days it will be here. Finally after 3 MONTHS with no bed, I asked for a refund since this was unacceptable and the bed can not be used since it s for a child and is a safety hazard. They would not give a refund. Once they have your money they don t care about the furniture they sell you or your satisfaction. Do not buy anything from there.
We love shopping at Kensington Furniture! Our most recent purchase was a sectional. The quality is great and the service from sales and delivery could t be better!
So nice to walk into a furniture store and not being lied to. Elaina was completely up front with delivery times during covid and was so helpful. We got lucky to find a beautiful sectional even better than what we had in mind and for half price because of the sale. Because it was a clearance item we had it in 2days and even the delivery was right on time and set up to perfection. Use a local small business and family owned furniture store instead of lying greedy brand stores that don t tell the truth and don t care about u at all.
As we entered the store we were greeted by Stanley a well know figure in the furniture industry. We were looking for a sofa and continued our journey through the store. We did not know some brands were not able to deliver until January until our very friendly and knowledgeable sales person Darian explained everything to us. He was so helpful. He took us to various areas of the store where the outlet sets were. He recommended a set and Yes!!! We loved it and it s being delivered tomorrow !!! Darian B we will look for you again. Thank you !!
We really appreciate all the help and attention we got from Dave and Dina. The service was very friendly and courteous. We were not pressured or forced into anything. It was a great purchase experience.
After a bad experience at another store, my wife and I stopped in at Kensington Furniture. We were wowed by the selection and the expertise of our saleswoman, Katie. We found what we were looking for and had it delivered 2 days later. Very happy overall !!
I was happy with my purchases, the pricing and service plus the delivery came on time and the fellows were pleasant, fast, careful and very considerate. my compliments to them.
This was my second experience shopping with Kensington furniture.Always enjoy the service. Katie was great. Very knowledgeable and knew just what we wanted. I'll never go any where else for furniture.
The sales team was very knowledgeable, patient and helpful. They helped us find the right pieces at prices within our budget. There is an excellent selection of furniture in the showroom and even more options in catalogs. Shopping at Kensington was a great experience.
Fantastic service. I needed a sofa and Kensington is great. I was on line at first trying to get a sofa and having a bit of a problem. John Adams was fabulous. He told me just to call him so I did. Not only did he help me and he isn t even in sales. He is in charge of the Internet. Then he followed up hours later about my delivery. Most furniture stores won t even come into your house due to Covid. Kensington goes the extra mile. They come into your house. And my delivery is this week. I am beyond delighted. Kensington is the only furniture store for me. Everyone there is great and I ve been going there for years. Totally great people and great service. I recommend Kensington for your furniture needs. Thank you John!!!
Wish I could give less stars. Walking into the store looked as if no one was available. Went to the section I was looking for, as I entered there were two employees there although they were not sales people an acknowledgement would have been nice. Finally track down an employee was told to wait one minute as she was on her way downstairs before I stopped her to get service. Saw another employee asked for help she went to grab a salesperson, they never came. Sent her back with paperwork. Asked for delivery of my item she says sure however it will cost $160. Ridiculous that's over 4 time the sales price of my item.
While in Kensington Furniture to purchase new living room furniture I happen to mention to my sales associate that the mattress I had purchased four years ago was extremely uncomfortable. He immediately took me over to their customer service desk where I met Susan. Susan took all of my information and told me that a representative would be out to inspect my mattress within the week (I was there on Saturday August 25th). The representative came out to inspect my mattress on Thursday August 30th. He did determine that there was an issue with my mattress (it was defective) and reported his findings to Susan. Within an hour of the mattress inspection I received a phone call from Susan letting me know that she had contacted the mattress company and provided them with the inspector s findings. She told me that she was awaiting the mattress company s response. Today August 31st I received a call from Susan informing me that the mattress company had authorized a replacement mattress. I am beyond impressed with how quickly Susan was able to rectify my issue! She was extremely professional and I am so grateful to her for expediting my claim so that I will be able to replace my mattress and finally start sleeping better at night! Thank you Susan for working so quickly to rectify my issue! Kengsington Furniture and their staff rock!!!
Very pleased with my shopping experience! I have been in a few times over the past few months and could not be happier with the service provided. Very safe and clean environment during the times we are living in.
The sales associate was friendly and definitely not pushy. She got us exactly what we wanted for a few hundred dollars cheaper than we could find it anywhere else.
Mediocre furniture quality. And the sales staff doesn't leave you alone to look. We have been looking for furniture for a month or so and as far as sales staff this place was the worst. The second you stop walking to look at something, they're asking you questions even though you had just walked away from them 3 times. I understand salesmanship and working off of commission but this was excessive. If I have questions or am interested, I'll ask.
I would give them negative stars if that was an option.
I beg you not to do business with this store. Nothing but a headache and not a single piece of furniture I bought now 2 months after my purchase.
My wife and I purchased a sectional from Kensington on November 16th 2019. We were originally told our furniture would be delivered on December 1st. My wife called December 1st and they told us the furniture wasn t getting in until the 8th, we call on the 8th and they tell us the 17th but we re very hopeful that it would be in before Christmas. Mark Grossman explained you me that the furniture was in high demand and being shipped from the distributer in the Midwest. I asked to then speak to Michelle the store manager at this point and she not once called me back, I called every day for a week straight and still got absolutely nothing from her. Come December 17th I call and there is no furniture, I then decide to go into the store and speak with Michelle because I ve learned she has no intention of calling me back. I go into the store and sit down with her and she then tells me the furniture is being shipped from overseas and they only have an estimated delivery of January 1st, and it would be delivered that week. (Please realize I ve now been told the furniture is coming from two separate places at this point- no clue who to even believe anymore) Come the end of the week I hear nothing. I call and they tell me it s not estimated to arrive January 17th. I ask if I could speak with Mark Grossman (again) but he s helping a customer and will call you by the end of the night I don t hear back from him until a day later and now on January 11th (2 months later) and he tells me the couch won t be in until February 10th. THIS IS THREE MONTHS AFTER I PURCHASED MY COUCH FOR AN ESTIMATED DELIVERY DATE!!
These people are liars, they re deceiving and they have absolutely no intention of helping anyone after they have your purchase. Please do yourself a favor and go anywhere but Kensington Furniture.
In need of sofa bed in a hurry. Called and I spoke to Michelle she said come in we have about half a dozen. Girlfriend and I went in after work monday. Just what we were looking for. Perfect color. Gonna be delivered in a few weeks. Michelle was very helpful and pleasant. We highly recommend kensington.
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