In those 24,657 ratings, 4–5 star ratings dropped from 86 percent in 2018 to 56 percent in 2021. By 2022, it was just 9 percent.ĬonsumerAffairs also found satisfaction dropping in samples of 1,901 sites for reviews of 330 other furniture retailers.
Census Bureau for 2021.Ĭollectively, their reviews on Trustpilot, a global business review website, fell from 79 percent positive-a 4 or 5 on a 5-star scale-in 2011 to a dismal 25 percent in 2017. Combined, the retailers represent nearly $37 billion of the $140.5 billion in furniture sales estimated by the U.S.
#PRODUCTION TOOL HIGH POINT NC PLUS#
The data collected by ConsumerAffairs included 76,119 posts on social media and product review websites published between January 2011 and August 2022.įalling consumer sentiment was particularly pronounced for six of the largest furniture brands-Ashley Furniture (the top retailer in the country, according to Furniture Today’s annual report on the top 100 furniture stores), West Elm, Pottery Barn, and Ikea, plus the online juggernauts Wayfair and Overstock. Too often, the buying experience is simply miserable, and it’s only got worse during the pandemic. But now the companies are often more hated than known.ĭata collected by ConsumerAffairs shows that customer satisfaction, especially among the largest retailers, has been steadily declining since 2011. As they furnished homes around the nation, their factories, showrooms, and distribution centers spread across the landscape-it can still be hard to spot a building in downtown High Point that isn’t connected to the industry. “They’re lucky my husband started dying,” she said, “because what happened was I had to revert my energy somewhere else.”įor decades, companies like Broyhill provided the economic backbone for entire regions, especially the area around High Point, North Carolina. She abandoned the box spring at the store, but her fury hasn’t dissipated. “I know you’re taping me, but I really would. “If I was a criminal, I would go rob them,” King said during a phone call in December. She insists the officers were on her side. King brought the box spring back to the store and got into such a heated shouting match when her third refund request was denied that the store called the police. Big Lots replaced the latter two, but the replacement box spring also collapsed. Within a few months of her purchase, King says the recliner stopped reclining, half of the sectional sagged, and both the mattress and the box spring collapsed entirely. The furniture consumers once loved was long gone, though. Multiple bankruptcies eventually brought it into the hands of Big Lots, which purchased the Broyhill name and trademarks in 2019. It was sold to a shoe company-turned-conglomerate, and then an investment firm. The 20th century giant’s bedroom suites were often featured prizes on The Price Is Right.īut the company has been slowly gutted over the last 40 years. “But that’s because you get what you pay for.”įounded in the 1920s in Lenoir, North Carolina, Broyhill was one of the manufacturers that turned the North Carolina and Virginia piedmont into the beating heart of the global furniture industry. In 2021, Kitty King and her husband purchased a Broyhill-branded mattress, box spring, sectional, and recliner from Big Lots for $1,700. This story is published in partnership with ConsumerAffairs.
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