Kittle’s Furniture – Tuttle Crossing

Reviewing our mattress buying experience. We worked with Jennifer P., and she couldn’t have been more lovely and informative. She wasn’t pushy, was very patient and answered all of our questions. Dare I say [GASP!] it was actually enjoyable.
We weren’t looking for anything other than mattresses, so cannot comment on anything other than mattress.

My experience here is sort of like the god Janus. One good face one bad face. Good face was that when I was hunting down a discontinued piece of furniture they were the only store that found it for me. This was handled strictly over the phone and the sales woman was great. But when we went to the store to look for a new dinning table I was turned off.
All of the sales people looked and acted like they had better things to do than help us. The one guy who did help us basically pointed us directly to the cheaper sales things (and cheaper is relative here, they really weren’t) like WTH??? He came back a couple of times to check on us each time saying he’d be right back and then didn’t.
Their selections were alright with the Amish tables and chairs in the middle being the best of the batch. The sales guy didn’t act like he was interested until we asked about some furniture in the front and then he wrote down numbers and gave us his card. Didn’t like the service, wasn’t impressed with the selection, not going back!

I will start off by saying, our sales person was wonderful. She was very helpful and knowledgeable and was able to answer all our questions with no hesitation. She even helped me match the pillows with my sofa fabric. And its just fabric, not an Italian leather or anything like that. The service beyond that, was absolutely horrible. We paid cash, $$$ for our sofa (Broyhill, btw) on July 18^th and was told it would be delivered in 6 weeks. Sept 1^st rolled around and no sofa, no call. Sept 8^th rolls around, no sofa, no call. Sept 15^th still no sofa and no call. I called Kittles to find out what’s going on at this point cause its been 9 weeks, 3 weeks past our promised delivery date. I spoke to Pam, was told they didn’t know where the sofa was or what happened. I asked why I never got a call as to what happened to my purchase as we paid cash for our item. Was told «I don’t know». We go into the store Sept 19^th, almost 10 weeks later to find out what is going on. We spoke to the manager Randy. He looked up our purchase and states that our order was never placed. I asked why I was not told that by Pam when I called, she put in the notes that she HAD called me, which I told him she did not, or I wouldn’t be here now asking where is my sofa! He convinced us to keep our order and he will put a rush on it and call us every Monday until he has a delivery date. One would think a Manager would keep his word to a customer and be sure to expedite an order that is now almost 10 weeks in. needless to say, I got a call from a Susanne on Monday at 4:30, she says «I was told to call you, even though we have no update on your order and no idea when your sofa will be delivered». We got our money back and will go elsewhere to purchase our furniture. I do not recommend Kittles at Tuttle Crossing for any purchase.

Ordered a «custom-​made» king headboard and matching bedframe from Kittles at Tuttle mall location as well as a luxury king mattress in mid-​December 2014. My husband and I were told it could take up to 8 weeks to deliver but would probably be in sooner than 8 weeks. Now it’s 8 weeks and counting and Kittles says it may not be in for another 2 weeks!!! Are you kidding me! My husband called and asked if they are going to do anything for us since the bed is late and the guy told him that the bed actually isn’t late??? Hmm confusing since you told us the bed would be in within 8 weeks and now we are getting told even longer… Will NOT shop here again for furniture. Customer service is definitely lacking since we did not even get a simple apology… We would cancel the order completely but don’t want to pay the 30% restocking fee. Wish I could leave 0 stars

My advice to you if you see an item you like at Kittle’s that is out of stock, but can be delivered to their warehouse is to either not buy it or go back and buy it when they tell you they’ll have it by.
In my experience, ordering furniture that will still be shipped to their warehouse means 3 months and still waiting. The delivery charges were refunded. The sales agent was apologetic. The receptionist is rude as I’m sure she deals with pissed off customers on daily basis and can’t re adjust her tone to accommodate all inquiries.
And no one knows where the furniture is… blaming the ship and the docking stations is an easy answer to all furniture delays I guess!!!

We got screwed over on our expensive warranty package when our couch broke. Forced to downgrade to a lower quality nonmatching sofa.

The customer service at Kittles is very poor. Especially at this location. We were given a wrong delivery date and when we called to follow-​up everyone was very rude and unconcerned. If one orders a custom couch don’t you think the sales person or team would follow up with you? I would like to think so, however Kittles does not find that important. When we asked where our couch was in the shipping process they offered little information in just saying, «it’s left California.» If you want to be taken as a serious company you would have a tracking number on every single piece of furniture purchased. Kittles apparently doesn’t have tracking numbers and couldn’t tell us one thing about our couch. Don’t waste your time with the company and its very poor customer service team. Never again will I shop at Kittles.

So about 3 weeks ago I got a really random call from someone in costumer service at Kittles. She referred to the issue I had with the screw on the sofa I purchased forever ago. I hadn’t ever called in about the problem, just thought I would deal with it. (I am guessing someone from the company may have seen this review).
They sent someone to fix the screw that next week. EXCELLENT!

We bought a sofa from Kittle’s only 8 months ago and we are experiencing issues with quality. Some of the stitching is coming undone and the cording around the sofa frame is wearing through the upholstery. We contacted Kittle’s and filed a claim with their Limited 1 yr. warranty plan and it got us nowhere! We purchased a set from VCF prior to this and that set lasted us over 7 years! To top things off, I just received a flyer and the exact same couch is now half the price we paid for it 8 months ago! You can only imagine what I think of Kittle’s! We no longer plan to shop there and in fact my parents just ordered a couch from there. Due to our recent quality experience they have decided to return their item and go elsewhere. The unfortunate thing for Kittle’s is that they’ve lost our loyalty and us as customers… we live in a nice suburban neighborhood, we have a 3000 sq ft home to furnish and we love to refer good service and products. We will NOT be referring Kittle’s ever!

This is a review from a little over 1.5 years ago; I found a review I wrote in my word documents:
Please do not shop at this store or any Kittles store, terrible customer service, great sales people, but terrible after they turn you over to the customer service. I took the afternoon off for delivery of my new bedroom set, my furniture never came, then Kittles called the next morning while I was at work, saying they would be there in the next 2 hours and if I could not make it, they would have to charge me for delivery. (The deal at the time was free delivery). Thankfully I was able to leave work and did so b/​c I did not want to deal with the customer service again. My furniture came 5 hours later! I wrote emails and called Kittles and they did nothing, did not even respond to my emails. Nothing like missing almost 1.5 days of work to get furniture!
Fast forward to yesterday, my bed rail split, my bed is currently being held up by a stack of magazines. I called, they said since it has been over a year there is nothing they can do. (Apparently what they sell is only good enough to guarantee for a year) They referred me to Broyhill, the maker of my furniture and they said the same thing essentially and told me that I could buy metal rails from them though! It is necessary to add that I was away for over a year, so my bed was used for about a total of 7 months so I know it wasn’t normal wear and tear. I also know things are not made as well as they used to be, but this is ridiculous and I will tell everyone never to shop at Kittles, with so many other options in town why take the chance, I know we will be shopping for a new bed this weekend somewhere else!
Since all Kittles customers in town get referred to the same customer service I will go against my normal rule and post this to apply to all of the Kittles in town. Zero stars all around.