The Shops at Carolina Furniture of Williamsburg

"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."

"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."

"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."

"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"