The worst customer service we have ever dealt with. First, my husband had to call multiple times…read morebecause they would never return his calls when they said they would. Second, we sent pictures of the damaged sideboard and finally after a month of they came back and said they would not replace it but they would send a credit. What good is a credit and a damaged sideboard? The comment we got was, take a hammer and pound the corner back in place. Several people we know who work with wood said it's damaged and there is no way to fix it. We will never purchase from this store again. We have had much better customer service at other furniture stores, returning large furniture pieces until they got it right. What happened to customer service? Now we're stuck with a damaged piece of furniture. Beware shopping here because they are nice to you until you have a problem.

3 stars for the beautiful items and existing as a brick and mortar furniture store in the digital…read moreage. Wish I could give 5, but the chairs we bought did not arrive at the location we were promised we could pick them up in a week, and then we learned that they were actually oversold and could not be delivered to us at all. Still waiting to be refunded.

Addie was SO amazing to work with! She's super efficient, professional, knowledgeable, and…read morepersonable. She helped us find our dream couch for an incredible price. We can't recommend this place enough for all your furniture needs!

Friendly staff. Great service. What's New Furniture also has a parking lot behind the store…read more We were looking at a Nectar bed bundle at What's New in lieu of ordering directly from Nectar's website. Prices at What's New were comparable. Service was above and beyond.

The quality of the Flexsteel brand and the fact it is made in America made me very satisfied with…read moremy choices. I was happy with the pricing and thankful for the courtesy shown to me. The showroom is lovely and they went the extra mile to help me choose the best option for my small scale rooms. Janie was very helpful and followed up to clarify some of my confusion. At a very difficult time in my life, with health issues, Janie was kind and professional.

EDIT: Key Home Furnishings has now picked up this custom, "non-refundable" recliner purchased last…read moreOctober and refunded my full purchase price. I've updated my rating of the store. I won't be back, but glad they finally listened. Buyer beware, please! I am sorry to have to detail a customer service nightmare unfolding. This store appears to be a great place, with helpful associates and a decent selection. My experience has proven that after you've made your purchase, if there are problems, you won't be treated fairly or with respect as a customer. I have many years' experience in the past as a co-owner of a respected upholstery cleaning company and I am familiar with upholstery construction and how various fabrics hold up over time. I bought a Flexsteel recliner in August 2025 after many hours of consideration for the brand choice and especially the fabric. My sales rep seemed helpful and kind as I asked about the most durable fabric I could choose. I settled on my choice after that discussion and was told I'd made a good choice for my concern of durability. He had also mentioned in passing that some fabrics in the past from Flexsteel hadn't been durable enough and had been pulled from the lineup. I was told these recliners will last 30 years. The recliner arrived in October. Shortly after, I started seeing significant issues. 1) The chair squeaks and groans loudly when returning to a seated position; 2) the fabric started pilling heavily after only a few weeks in my home; 3) the batting is insufficient--this was confirmed by their 3rd-party repair service man who inspected the recliner in my home; 4) the interior of the piece reveals very shoddy workmanship, with stuffing coming out of unfinished seams, missing staples and lining fabric not attached where it should have been; 5) the right armrest fabric is noticeably crooked and their customer service rep insisted I try to work the fabric into place myself, which is impossible to do--I've tried. The repair man did not have tools when he entered my home and I thought he was there to assess, not actually do the repairs. He agreed there was insufficient batting in the recliner. I told him that if they are going to insist that I use a pill shaver to remove the pills every couple of weeks for the duration of owning this piece, and if I would have to accept the extra piece of 3rd-party batting he said he could stuff into the back rest (with nothing to be done, apparently, for the seat and footrest) I was not interested in keeping it and would ask for a refund of my purchase price. This recliner has failed the most basic of standards for a piece of any quality. I could have spent at least 6 times less on a disposable piece of furniture from Costco instead. Worst, I was now told by Barbara in customer service at Key Home that I have refused the rep's help and that therefore my warranty case is closed. I am now looking at taking this issue and my many photos (with metadata) and documentation to small claims court. I recommend, of course, that you shop elsewhere.

The customer service was excellent. They have a very good selection with plenty of fabric options…read more Was also impressed with the value. We purchased a large sectional

I was in here last year and had a nice chat with the gentlemen that were there at the time, so I…read moremade a note to myself to come back some day. Came back today and wandered around for a minute. As I was approaching the two men there, the one guy was making a harsh judgment about someone's financial situation. It was gross, insensitive, and within earshot of a customer. Not a good look guys.

I have found some of my favorite pieces in this shop! Friendly staff, great selection and good…read moredeals too!

I love this store! If you are looking for farmhouse, shabby chic decor this is the place to go! The…read moreprices are very reasonable and I bet anyone who comes here can find something they love! The owners are so kind and welcoming and I plan on getting my bedroom furniture from here soon!

Bought a Stressless recliner from Paul Schatz for $2991, waited 3 months for it to arrive and it's…read moreHARD AS A BOARD and my butt goes numb after sitting in it for any length of time. The arch support is NOT enough either. Complete waste of way too much money! Paul Schatz return is 45% = $1310.18 RESTOCKING FEE. Paul Schatz's excuse for their PREDITORY return policy is because they're "a high end furniture store". Being a high end furniture store doesn't give you the right to rip people off with a ridiculous restocking fee! How is this legal?! They claim it cost a lot of money to clean a chair.... I've had my chairs professionally cleaned a few times and it was less than $100; it doesn't cost over $1300 to clean a chair!!

We regret our second experience with Schatz. Our first experience was during early Covid, the…read morefires and lockdown. Our salesperson, Bob was fantastic. He helped us select barstools, fabric to coordinate recovering our dining chairs, a stickley chair, a Stressless chair, an ottoman, a coffee table and small table. During all the restrictions and lockdowns and delays he communicated frequently, was flexible and friendly. I would have given a 5 star review. Our recent experience was the opposite. We ordered one chair. Bob has retired and we were stuck with the remaining sales people who never called, never communicated, never followed through, We received multiple promises staff would call back but this never happened. We left countless voicemails asking what the status of our order was with no return. after 11 months wait with no communication from Schatz we received an independent shipping company call trying to schedule delivery. at this point we were fed up and let Schatz know. they have our deposit and that seems to be the end of their customer service. i can not express the stress we have experienced over this one chair. we will never return. buyer beware!

Wonderful selection of amazing furniture and decor. For the quality of the pieces in the shop the…read moreprices are very good!

Awesome customer service - we found the most amazing dining room table, bench and mirror. High…read morequality and reasonable pricing.