My wife and I purchased a dining suit and matching buffet from Pugh. Everything went smooth during the purchase and delivery. The problem was the ($300) Warranty they sell AND their office staff. We had to file a claim on 10/20/2020 for replacement due to accidental damage. It was initially declined because Pugh Staff didn’t code it properly when they sent it in to SafeWare. SafeWare reversed it and approved the claim. The office staff at Pugh has been HORRIBLE. Over one year later and many many phone calls, they FINALLY delivered the replacement table and brought two mismatched chairs! They told us the chair we needed was no longer in stock. Turns out, Pugh majorly dropped the ball and didn’t order the furniture in a timely fashion. This resulted in discontinued chairs. Now, after sending them proof the claim was approved, the discontinued chair somehow shows up in stock! (Pugh Staff tried to tell me the claim was never approved and that Beth Pugh “ate the cost” as a favor to us) After personal review of SafeWare documents, Pugh WAS paid for the replacement—so no favor from Beth Pugh in regard to this. NEVER BUY THE WARRANTY THEY SELL!!!! Since all this has gone on, they have lost all my business. I have purchased two living room suits and a bedroom suit since and drove over an HOUR to McCormick’s of Logan, WV to avoid the mess that is known as Pugh!

Very disappointed in our experience. I ordered a nice bedroom suit for our daughter 4 years ago. Spent around $3,000. After a year, the drawers on the dresser stopped opening without force. Our daughter was not able to open them. I opened a warranty claim. I repeatedly called and tried to get someone to take care of our issues and address the warranty claim, then one day I get a text that my claim has been closed and they asked for my feedback. I called the store and told them no one had come to fix the dresser and I’m getting a notice it’s been closed, they laughed and told me that must have been a mistake because my claim was definitely still open. Three years later, it still wasn’t addressed. I have called and called and called dozens of times over those three years, every couple of months, talking to multiple staff members to try and get the dresser fixed and the issue resolved. They’ve sent people on two occasions to test the dresser and “order parts.” I’ve talked to Beth Pugh, the manager/owner, twice and she has lied to me twice - once saying “a new dresser is on order” and then two hours later the secretary calls and tells me I have to file another warranty claim. What?! The manager just told me a couple of hours ago it was already on order. She told me that she was sorry that’s what I was told but nothing was ordered and I had toOpen another claim to have it looked at. This is now four years after buying the furniture and the warranty is no longer active. Beth told me once again in the Fall of 2020 that a new dresser was on order and they would just eat the cost because of the mistakes that were made. It’s currently February 2021 and I’ve never heard back from anyone and we never received a dresser, and three years of calling and calling, the warranty claim was never completed. Don’t waste your time or your money - especially on a warranty - it has zero value.**Just to update - it’s been months since posting the review and I still never heard from Pugh Furniture or Beth Pugh - the owner that lied multiple times about replacing the dresser. We recently built a house and went to Big Sandy for the furniture we needed. Two living room sets and appliances and not one issue. If you’re looking for Customer Service (someone who is telling you the truth and not just what you want to hear), I would recommend going somewhere else. I wasted so much time with Pugh Furniture.

Very happy and satisfied with Pugh Furniture and their staff. The sales person took the the and patience to walk us through hundreds of pieces and floors of furniture to pick the right parts. The owner threw in a $400 potato Ben for our time and purchase.

All items in stock, quick delivery, and very professional about everything. I got all my furniture on clearance, and I was helped immediately upon entering the store. Welcoming and kind.

Beautiful furniture excellent people

Not impressed with the living room selections

Terrible management and customer service. We have been trying for 4 months to get an $1800 lift chair fixed. Evey time we call either they have lost the order, tell us they dont know what happened because the order was never placed or we will be out next week to get it and no one ever shows up. They tell me I dont know who you talked to There is always an older lady who answers and she says There is 1 girl that handles these things and we have to wait for her to come in. They think if they feign ignorance about who we talked to in the past then what can we do. There are 4 to 5 people (or less) that handle these calls, if they cant figure out amongst the 4 of them who has talked to us evey other week for 4 months there is something seriously wrong. I will give people the benefit for a while. I get covid has slowed their orders for parts from 4 to 5 days to 2 to 3 weeks. 4 months of lies and the run around cannot be blamed on Covid. Thats just poor management.

When (not if) you get fed up with Big Sandys game of lies, this is where to get your furniture. Great people who put customer satisfaction and quality products first. Dont wait around for a shipping container for months on end - shop with Pugh.

The people are very helpful and friendly from the time you walk in the door. I was looking for something kind of obscure and they had it in stock and at a reasonable price. I would much rather purchase something local from a family owned business.

Purchased a new couch, love seat, oversized chair, and full dining room suit. The staff was amazing, great quality furniture! I will be going back to purchase more furniture

The owners and staff are wonderful people - got a wonderful deal on my new couch and love seat. We love Steve and Beth!

I bought a couch and loveseat 12 years ago. I dont remember the exact cost, but I do remember thinking it was expensive. After 12 years and 5 kids, the furniture still looks very good. It is solid and well made. There is one back cushion on the couch, that within the past year is staring to lose its shape, but it is just one. The others are in great shape. I am pleased that the furniture has held up as long as it has. I am only buying new because I am remodeling and looking for a sectional, if it wasnt for that, I would keep this current furniture. I plan on coming back to see what they have!

Worst customer experience. ABSOLUTELY RUDE. Do not return phone calls and uncooperative to work with. Will never buy furniture from here again or recommend their store

Imagine buying your grandmas furniture from her for $2000. Thats pretty much this place. Wildly overpriced and non-modern.

The staff was friendly and helpful. They have a huge selection and variety of nice furniture. I look forward to shopping there again.

Great customer service. Excellent prices. Beautiful and stylish furniture.

The folks at Pugh Furniture were very helpful when my wife and I needed some living room furniture to replace the pieces that were over 20 years old and had been through the rough days with kids. Soon after our purchase we returned to buy a new mattress. The purchase and delivery were flawless.

Largest selection of lift chairs. Not cheap but very nice chairs.

Good selection of furniture, but some of the salesman can be a bit strong with the pitches. Deliverymen could also be a bit more careful about bumping into things. Happy with the furniture, though!

2nd time here, just the best little place in Charleston area. No pressure. Delivery AND setup for $50!!!!!!! Great experience

Helpful employees who let you browse in peace.

Shopping for living room furniture and had not planned to go to this store and was pleasantly surprised by the selection and was shown through their facility by Peggy a very knowledgeable sales person

Great selection of American made furniture and courteous staff. Good prices too.

Great selection sell WV made mattresses

We had a fine experience buying from Pugh until one of our pieces arrived damaged. After a few weeks, I began calling for an estimate as to when the replacement would be delivered. I called four times, and each time the same salesman put me on hold for a long time, and then Id speak to a saleswoman, and then shed put me on hold, and so on and so forth. Everyone passed the buck.I got the impression that I was being too polite for them to take me seriously, and so I finally asked my husband to call, and I hate they they took him more seriously than me. They put him through to the warehouse, and the warehouse people said. Oh yes, this has been sitting here for several weeks. Weve just been waiting on sales to coordinate delivery. I love to support local business, but this kind of lazy and sexist customer service is pretty frustrating.

Revisited this store after many years. Still great quality friendly service and good prices.

Great people, fantastic furniture that lasts, and great prices!

Great customer service! Buy local!

Very friendly and helpful staff. Nice quality furniture.

Expensive but good quality stuff. The staff was helpful and friendly

Over priced on everything

Very friendly and helpful.

Friendly helpful young ladies

Excellent customer service

Will shop there again

You have to knock to get in, and typical sales peronalty

Nice and friendly

Beautiful furniture.

Great selection

Expensive. Nice staff.

Friendly no pressure service