Town And Country Leather

We ordered a leather sectional couch on 9÷6÷2015 from Town and Country Leather at the Post Oak Store in Houston. We were told by Brien Witherbee that it would take approximately 90 – 120 days. Due to production and shipping delays as the furniture is manufactured in China, it will be another 2 months.
However, I spoke to Eric, the owner who was extremely focused on customer service and apologized for the delays. He was responsive and gave us details on when we could honestly receive our sectional. In the interim, he has given us a loaner sectional until our arrives.

Terrible experience with this company,
Promised 4 weeks delivery, after 2 month, they send a piece that has been cut, scratched, legs are scratched, too.
Could not accept this piece, they have a two people team to deliver, could not haul it upstairs in my town house, could not send a technician to take the full arm pieces off, offered to wait 4 more weeks for the next shipment.
Total disgrace for a customer service, still waiting for my refund.
They kept my deposit (½ of the price) for 2 month, cannot get an instant refund.

We bought a couch thinking it would last us forever and a year later I want to go shopping all over again and not at T&CL. I feel bad putting this company on blast like this because I do believe that mistakes happen but when it’s over and over again it might not be a mistake it’s more then likely an issue and unfortunately for us it’s a very expensive issue. We bought our sectional 1 year ago. Not only did it take twice as long to get here then promised but we had to basically harass them to give us false reasons as to why it wasn’t here or to even return our call, we would even show up at the store and the sales man would B line it for the back room because they know it more then likely hadn’t been ordered yet. But then once it was delivered the stain of the leather started chipping (literally) off. I will say that they did replace our cushions without question and apologized for it and gave us some leather wipes as a gesture. But this is an $ 8,000 couch… I just wouldn’t expect my couch to be delivered with any type of discoloration from anywhere that is considered «high quality». Well here we are a year later and I went to wipe my sectional down with the wipes they gave me like I do every couple of months and the stain started coming off again! Now I have two white spots on my $ 8,000 couch! I feel like I bought a low quality product and was led to believe it was much more luxurious then it actually is.

Customer service is lacking. My husband and I purchased a sofa set mid January, 2015. They estimated 12 – 14 weeks; thus, ETA translated to end of April, 2015.
End of April — We called the store because no one contacted us to schedule delivery. They informed us delivery was delayed by two weeks due to strikes at California port. Note: Our order was shipped from overseas. They estimated the new delivery date to be 5÷15÷15. My husband asked for compensation for poor customer service and latency and they provided $ 200.
5÷14÷15 — We called the store because no one contacted us to schedule delivery again. They informed us that our order was delayed; however, it was on a truck somewhere between California and Austin. The new ETA would be around 5÷25÷15. It could be earlier or later but around 5÷25÷15. I told them if it’s on a truck, then someone should have knowledge on a precise ETA date. They said they were at the mercy of the trucking company who do not provide ETA dates. I asked to speak with Warehouse but they denied the request.
5÷18÷15 — Our sales rep called and said our sofa set was on a TRAIN to Houston. I told him I thought our order was on a truck somewhere between California and Austin and would arrive around 5÷25÷15?!? He assured me it was on a train and that I was misinformed. He said the strike in California delayed the entire delivery process. He said the train would reach Houston around 5÷25÷15, it would be transferred onto a truck to Austin. The new ETA would be 6÷1÷15. At this point, I told my husband we should’ve placed a deposit rather than paying the entire amount upfront. We were convinced we were not going to see our sofa set and it would be an uphill battle to get our money back.
5÷25÷15 — I called our sales rep; he said he would call the next day with a status update. He never called.
5÷27÷15 — I called the store and they said the container reached Houston and was awaiting for release. They estimated our order to be in Austin around 6÷1÷15. I asked to speak with a Manager and they said they were out. I asked for a Manager’s name but the store would not release the information. Later that afternoon, I received a call from Mike (Warehouse) confirming our order reached Houston and was sitting on the port waiting for release. He ensured he will diligently monitor our order and provide status updates accordingly. Mike was extremely pleasant to speak with and I felt I could trust his words.
6÷1÷15 — No sofa set. My husband stopped by the store to speak with a Manager to ask for more money back and share our lousy customer service experience (up until the point they placed us in contact with Mike from Warehouse). He acknowledged the store should’ve been more proactive in notifying us of the delays. He didn’t give us any money back because our sofa set is already on a truck on its way to Austin and will be delivered the next day, 6÷2÷15. Furthermore, the store will call before 9A to schedule delivery between 2−4P.
6÷2÷15 — Mike called to say we were misinformed by the Manager who confused our order with another. Mike was still waiting for our order to be released.
6÷4÷15 — Mike notified me the order was released and was on its way to Austin. He scheduled a delivery between 9−10A on 6÷5÷15.
6÷5÷15 — Mike’s delivery team called 30 minutes prior to delivery and was prompt and professional. I personally called Mike to thank him for his diligence.
We completely understand abnormal circumstances such as strikes may arise that consequently delay deliveries. All we wanted was prompt communication from the store regarding our order status. The store never once called us to tell us our order was delayed. This perpetual lack of attention diminished our trust as customers. Thank God for Mike from Warehouse who restored our trust by holding onto his promise to diligently monitor our order. We appreciate you Mike!

***EXTREMLY RUDE SALESPERSON –ROBERT PRICE!****
We went into the Town and Country Leather in Austin after many mailers to our home and looking online. The Salesperson was worse than a used car salesman. He wore his sunglasses, had no emotion and was VERY rude and cocky about their products. He condecened me and was offended that we would even shop at another store. He made no efforts to tell us what was in stock and kept trying to sell floor samples and broken floor samples. He took every questin personally and NEVER SMILED ONCE. When anyone else came in he ignored us and stop mid conversation and left to go to that new customer. The couches are all over 1000s of dollars. NO CUSTOMER SERVICE! It was like he didnt care to even look for what was in stock when I asked him over and over. We saw a couch that we thought was in our budget and started to get excited that it was in stock but then 5 min later Robert had grabbed his stuff to go home (said he had an appointment) and closed the store and had us leave. He said call tomorrow. He could care less how he treated us. We saw online that the price was lower and that there was a FALSE ADVERTISMENT. They said later it was a website error that needed fix. This place is a scam and they lie and give the run around with the price. This mom and pop store is extremly over priced and completely RUDE! We found a larger chain store with leather and the right couch at a reasonable price with a nice salesperson that worked hard to make us happy. STAY AWAY FROM THIS STORE AND BEWARE OF THE RUDEST SLEEZY SALESMAN ROBERT! tThe owner is only out to make money and doesnt care about making the customer happy. I dont think anyone wants to have to try to have an issues down the line and have to deal with these scummy people.

We had serious issues with Robert (salesman) and this company. Robert sold us a warranty on our couches and specifically told us that any damage would be covered, including anything done by pets or children. We specifically asked about these two and were reassured that the only thing not covered was damage by a Sharpie marker.
A few weeks ago our dog tore open one of the back cushions of our couch while we were upstairs putting our kids to bed. We were upset, but reassured ourselves that we have a warranty that would cover it … BECAUSE THAT WAS WHAT WE HAD BEEN TOLD.
When I opened the warrant packet to make the claim, I realized that the wording of the policy said that the only animal damage that would be covered was damage from soiling. I called Town & Country to ask about it, and at first was told that of course animal damage was covered. When I questioned them and told them what I was reading, they said that they still thought it was covered and that I should go ahead and make the claim.
Big surprise, my claim was rejected by the warranty company.
When I called back to Town & Country I was told I needed to speak with Robert (my salesman) but since he wasn’t in the store they would have him call me back the next day. It took several times of ME calling over the next few days to finally get in touch with him. When I did speak with Robert, he was very condescending and repeatedly cut me off. He flat out lied about what he had told my husband and I about the warranty when he sold it to us, and said that this was now my problem. Robert even went so far as to question why I would «LET» my dog chew the couch!
As much as I would like the repairs to my couch to be covered, I want even more to be treated with respect. The way that Robert and Town & Country has handled this entire experience has been horrible and I would never recommend them to anyone.

The salesman who helped us was very knowledgeable and not pushy at all. We purchased two leather recliners for my husband’s mancave. These chairs were not the huge over-​sized recliners of the past, but had such a sleek silhouette that my husband did not realize they were recliners. Since I was being picky about the color of the leather, we ordered the chairs that were already on a container ship and only waited about a month for them to come in. The delivery folks were really good and got the chairs upstairs and around corners without a nick or dent anywhere. I am a very thorough shopper and was very happy with our experience with Town & Country Leather, which is now on our go-​to list for leather furniture.

I came across Town & Country Leather online and wanted to stop in the store to see a sofa and home theater recliner set that I really liked. My husband and I just purchased a new home and needed new furnishings. This shop is the ideal in luxury leather furniture. Everything they have is absolutely beautiful and unique.
I was met by a very nice man named Robert and he helped me through the store and pointed me in the direction of the sofa I was interested in. I immediately fell in love with it. It was exactly as it appeared on their website and even better in person. Of course, I bought it.
Now on to the home theater seating. They have a very large selection and I loved the ones with power reclining seats. I found a 4 seat set that I really liked. So I went ahead and bought 2 seats.
Robert told me it would be about 5 weeks for delivery because they were custom upgraded leather.
I received my sofa and theater seats today and I love them. They were delivered as promised and on time. The delivery guys were extremely careful with my new home and so helpful in getting everything where it needed to be.
I had a lovely experience with this company. I absolutely adore this shop and I wish I could have everything in it.

we ordered a sofa almost 9 weeks ago and have not received any sofa. we were also told 4 – 7 weeks. 7 being the worst case scenario. Obviously not a place to get your furniture unless you like to sit on nothing for a long time.

Week 8 still no sofa I’ve called and was assured me it’s not standing in a field still. They told us 4 – 7 weeks I think this place is kind of a joke

June 20^th
Loving my new recliner and sofa as I sit here and write this review. It took a great deal of patience, but it was worth the wait. Tom the manager did a good job of keeping us happy and informed as to when we might expect the delivery. Over-​all, I’m pleased with my choice and the quality of the set… so 4 stars
May 27^th
Update to my review. Tom the store owner has been working with me about my order. They have been more prompt in calling and promises my furniture will be delivered in the week of June 10. I appreciate the calls and professionalism. When I get the couch, I will update again… so 3 stars
May 20^th
Not to happy about the service so far. Ordered my couch and two recliners on March 24^th… at that time, I was told it would be delivered in 4 to 6 weeks. I called back on Week 6 to see when I would expect it. They said they had an issue and it would be pushed back another 4 weeks. I just called today, and was told the factory had a leather shortage and that it would now be on the truck on the week of June 10^th… so 2 stars.

Buying leather is tricky because it’s a big investment and it can be hard to know exactly what your experience is going to be like. You have to trust the manufacturer and seller because once you pull the trigger, you’re in it with them for better or worse.
With that said, I had a very good experience with Town and Country Leather. I purchased a beautiful sofa and love seat a few months ago. The staff was very knowledgeable and helpful, as was the delivery crew.
After having the pieces for a few days I noticed a flaw in the sofa. It looked like part of the back support was missing from one side of the sofa. I brought it to their attention and they replaced the sofa without question or hassle. I’ve had both pieces for a about two months now and I’m very happy with them. They look and feel amazing and people consistently comment on them.
I did quite a bit of research before I purchased these items. I looked at a number of other places in Austin as well as online. In the end, I decided that buying online was not the way to go since you can’t see or feel what you’re getting before it’s in your home and returns can be a big pain. Louis Shanks also had some very nice pieces at comparables prices, but Town and Country ended up having what I felt was the better quality piece that matched my taste.
The bottom line is that I got a very nice sofa and love seat at a competitive price and their customer service really impressed me with that replacement.

We move about every 2 years, as my husband is a construction superintendent who builds hospitals all over the country. So we have had more than our share of «moving experiences» with our furniture — not all good!!!
It was such a refreshing surprise to meet Tyler and Juan — the young men from T&C Leather who delivered our new sofa set.
This was a huge investment for us and they treated the furniture and our home with the respect that we wanted, and were polite and coureous during the whole hot (100 degrees today!) process. The sofa was a tight fit through the front door but there is not a scratch or mark on the leather.
I would ask for this team every time I need furniture moved!

When my husband and I bought our first home we decided to splurge and buy a nice couch and living room set. We found Town and Country Leather when driving around the neighborhood and liked that it was a local place, and felt the prices were reasonable. Plus, they just had some really nice furniture. We picked out a couch, chair, and ottoman and it was delivered to our house in a reasonable amount of time, in perfect condition and we were happy!
But, that’s not where the story ends. When the couch was delivered, the delivery guy forgot to put the middle support leg in the couch and after a few months, we found the couch was starting to lean towards the middle. After some investigation, my husband found the problem and we called T&C right away. They were extremely apologetic, came and picked up the couch, took it back to their shop, and fixed it. When they returned it, it looked fixed and we were happy!
But, that’s not where the story ends. After another 6 months or so we realized the couch was starting to lean again a bit in the middle. I called T&C, and they said this time a Natuzzi (the brand of the couch) rep from the Natuzzi company was going to come and look at the couch. They came, cut it open, and said the support frame was fine (they really DID fix it, yay) and the problem was in the seat cushion batting. They agreed to fix it there on the spot, by cutting it open even more and adding batting to the seat cushions to make it even. But, because of some concerns from my husband (He didn’t want a doctored couch, he wanted a no problem couch for the amount we spent on it) I told him we would wait because we wanted to talk with Town and Country leather. That evening I stopped by T&C after work, talked with Tom and Eric, told them what the Natuzzi Rep said, and our concerns. Within seconds of me expressing my concerns, they said not to worry about it and they’d send us a REPLACEMENT COUCH! They agreed the new problem was probably cause by their mistake and that they would take care of it!!! You can’t get much better than that. They went against what Natuzzi recommended to keep us happy!
I know some other folks said they had bad customer service but I COMPLETELY disagree. T&C leather was sincerely apologetic when they made a mistake (hey, we all make mistakes), genuinely tried to fix the problem, and when we weren’t happy in the end, they went against the recommendation from Natuzzi Corp. and offered us a replacement couch right away. How GREAT is that?
So, you can buy a Natuzzi couch from lots of places in Austin, but when even Natuzzi agrees the couch can just be «fixed», and the company you bought the couch from just agrees to send you a new one because they understand you paid for a nice product and that’s what you expect, you know you’ve got a good company! I highly recommend!

After waiting the full two months and finally calling them, I did get my couch and was so excited!!!
BUT Problem: Couch scratched and arm piece broken by the delivery drivers.
This began my long journey with this company and the lessons I learned.
***If you have a problem they may solve it or not. You will be made to call, call, and call again. Whether it’s Tom the general manager or the salesperson Robert or the owner Eric, no one calls back on problems.***
For sure if you have a problem:
1)You will get many excuses or delays, all while being told they are the best in customer service and they will «make it right.» I came to them recommended by someone else who luckily had no problems with her couch. Good word of mouth stops here for me and her.
2) Be prepared to wait, wait, wait and have a devalued couch like I do now. I have a VINYL patch you can clearly see.
3)Be prepared to call, call, call again to check repair status. My «repaired» couch sat on a hot truck for days with no attempts to call me. Driver said he came by my house without calling and «I wasn’t home.» Meanwhile, my couch sat unprotected in the back of a moving truck, dried out, and had some horrible indentions on the cushions AND COUCH HAD NO LEATHER SMELL. This BEST part of owning leather (at least for first few months) was ruined for me.
4) When they tell you «so-​in-​so» is out of town and they make decisions then you will never hear from them.
5) First repair may not do it. After sitting on the truck the delivery driver looked at repair and said it looked horrible and needed another repair. AFTER two weeks they needed to do another repair!
***In total it took 4 months to get my couch with countless calls from me and no discount.
Just BUY ONLINE. This company sold me on the fact that they are local and they will make everything «Right» when online companies do not. They proved the first part wrong. Supporting this local company with this behavior is not the best idea.

*Originally Posted December 27*
Ah, where to begin!
More than two months ago my husband and I decided to look for some better furniture. We had moved into a new apartment, and our two existing couches (both bought used) simply didn’t work in the space we had. We started looking around at sectionals at various huge furniture warehouses. We found one we liked, the Brandon sectional by Flexsteel. We looked around at local retailers and online. There was only one place local that carried the sectional, and their price was far above the online stores (25%), and charged for tax and shipping, which the online stores didn’t do. We were also interested in buying a protection plan for the sectional as we’ve never owned leather before and feel more secure with the plan.
We looked and found Town and Country online. We felt more secure ordering from an actual company with a storefront than from just a huge online warehouse. We felt like we would be treated more like people, rather than numbers, and like the customer service would be more personal. We told them what we wanted, the price we had found it for, and they said they would price match. However, we would not receive the white glove shipping, that would be an additional $ 200. I wasn’t impressed with that so I didn’t buy it, but I did purchase the sofa and the protection plan. I called the owner to give him my information to complete the purchase, and he said that if he could work it out for his shipping company to pick it up directly from the manufacturer (instead of them shipping it to him and his re-​shipping it to me) that it might be here in a week. He wrote on the receipt 2 – 4 weeks, which I was still fine with, but it wasn’t what I was told. After two weeks without any contact my husband called them to find out where our sectional was. He was told that the couch turned out to be quite heavy, and he would do us a favor and give us the white glove shipping for only $ 100. My husband decided that would be ok, as it was getting close to our vacation time and he didn’t want to have the house-​sitters trying to move the couch into our apartment.
It is now more than a month later. I have not received my couch, nor do I have an estimated date for its arrival. I’m not sure if they originally had trouble getting the set, but I know that their shipping company received it around December 6^th, and it was supposed to be delivered to the white glove company on the 8^th or 9^th, and would be to me on the 9^th or 10^th. That date came and went without word. Quite a while later we were informed that the set was damaged so Town and Country had contacted repair people to go fix it, that day we thought. A week later we learned that the repairmen had been there, finally, and said that it was beyond repair. Town and Country then ordered us a new sectional, again, and treated it as though they had done us a huge favor in ordering us a new set, and not delivering a set that was damaged beyond repair. Excuse me? I purchased a brand new set, not a used one from Craigslist. I fully expect the set to be in perfect condition when I receive it.
By this time it was a week before Christmas I have had a party come and gone, visitors come and gone, all of us left standing because there is no couch. Visitors left to sleep on the floor because there is no couch. And still no word for delivery date. We were told last week that they would contact the shipping company and the manufacturer to see about a delivery date, and told that the owner would call us last week. We called him last week only to find out that he was, in fact, on vacation for a week. That would have been fine, if he had been honest. Town and Country did not try to contact the until today, the 27^th, at which time they learned that the company is in fact closed for a week. It has already been more than a month since I ordered the set, and it seems like it will be a minimum of another three weeks before I see the set.
At first I was very happy with Town and Country. I was happy that they price matched, with the price of the protection plan, and what seemed like good customer service. Since then however it has been increasingly difficult to get any information from them, and I find it rather condescending that they feel superior because they’re not delivering me a damaged sectional.
I hope that this situation will be resolved well, and soon, and will update when that happens. For the moment though, it looks like it might be faster to cancel with them and order the set through one of the online companies.
*Update*
Our couch was FINALLY delivered on January 21^st 2011, nearly two months to the day that we ordered it (Nov 23). The couch is fine with no damage, and is as we were expecting — comfy.
We were not offered ANYTHING to compensate us, not the $ 100 shipping refunded, not a discount, not the protection plan discounted or refunded. I recommend you avoid this company if possible.

My wife and I just purchased a magnificent Natuzzi sectional sofa from Town and Country. We have been searching for a quality leather sectional for quite some time. The selection was great as one might imagine as «leather» is the title of the store. The quality of the pieces they were selling were as good or better than we have seen in some of the major furniture stores around town and the North Carolina Direct furniture outlet in San Marcos. Their pricing was competitive for furniture of similar quality we have seen. The sales staff were very well informed and helpful without being overbearing. We purchased our sectional on a Sunday within an hour of closing and they agreed to deliver the sectional to our home on the following Friday afternoon as that worked best for our schedule. They also agreed to haul off an old futon that our new sectional was replacing at no additional charge. Friday afternoon they delivered and set up the sectional and hauled away the old futon as promised. They did exactly what they agreed to do without any hassle. That’s a rare quality these days I am sad to say in world where quality service is grossly undervalued in comparison to the bottom line price. All in all it was very smooth process. We will definitely shop here again if we have the need for more leather furniture.