Kittle's Furniture - Castleton

I had a great experience, not overwhelmed with too much info or attention, and was able to find what I went to look for in a very short amount of time! Loved Pat who helped me and was a perfect ‘furniture guide’ who answered all of my questions. I was very happy all around and will be going back for more (and definitely asking for Pat….. she’s the best!)

TL;DR - Fair price, good quality product, horrible customer service. There are better furniture store options in Indianapolis.
My experience with Kittle’s was very mid. I purchased an outdoor furniture set. We came across Kittle’s simply by driving around town and browsing the various stores patio furniture selection. Their reviews were generally good enough to earn my trust.
I want to say that the showroom sales rep, Wendy, was very helpful and not a vulture like most furniture store salespeople are. She was nice to work with for our purchase.
Otherwise, everything else was pretty mediocre or even bad. First of all, we were told to expect 2 weeks for delivery, 3 maximum. Fine by me, I was certainly not expecting next-day delivery. Time to delivery ended up being 4 weeks (part 1) and 6 weeks (for an unnecessary second shipment). The 4-6 weeks was not even an issue, but it was an issue because I was told repeatedly “delivered before end of the month (June)”. I planned an outdoor party around that expectation, and did not have my order in time. It ended up taking double the promised time to receive the full order.
The reason my order came in 2 parts and ended up taking 6 weeks is because “they” (unclear whether it was the manufacturer or Kittle’s), damaged a piece of my order in receiving. They had to order replacement parts, which took another 2 weeks. Kittle’s did nothing to address this or give me more confidence as their customer. Just told me to sit back and wait.
My biggest complaint working with Kittle’s was that you would think you were dealing with a Multi-national technology corporation in the way they handle their customer service and delivery scheduling. Their customer service phone line is like a maze with the directory. I talked to a different person every single time I called them or they called me (upwards of 10). Each time, the new person had ZERO context on what was happening (regarding my damaged order). Multiple times, I spoke with a representative on the phone who said they would follow up with me on the status of my order. It wasn’t until the 4th time (when I finally stopped being polite) that the person actually followed up with me. The previous 3 ghosted.
Scheduling is also very poorly coordinated. I am very flexible with my schedule to receive furniture on a weekday, but if you have a tight schedule, good luck working with their schedulers. I was assured repeatedly during sales/scheduling that they would give 30 minutes notice before your delivery. For my 2 deliveries, I received 14 and 6 (!!!) minute notices. I almost missed the second delivery as I rushed back from the grocery store. Plan to NOT receive a 30 minute notice, you will need to be home for the entire delivery window they give you.
My recommendation to Kittle’s would be to consolidate their customer service, so that one customer may speak to no more than 1-2 people throughout the process. Alternatively, update your case-tracking system and/or train your employees to better communicate internally. This way, people may be aware of what is happening when a customer calls to follow up in a unique scenario such as mine.
Customers spending thousands of dollars on your products should be treated better. In the end, I am happy with my product and the price paid for it. However, because of my customer service and scheduling experiences, I will be avoiding Kittle’s for future furniture purchases and will advise others to do the same.

This isn’t my first time at Kittle’s! I continue to find high quality furniture, competitive pricing, and a great delivery experience. Pat was a helpful salesperson as well, which was appreciated.

We bought a mattress, an adjustable frame and a bedroom set at Kittle’s. Jesse helped us with the mattress and frame and he was excellent. He was patient as we tried a lot of mattresses and he was very knowledgeable. We then worked with Hailey in furniture who helped us pick out a bedroom set. She showed us many options, listened to what we were looking for and was very kind. We were very impressed with Kittle’s and Jesse and Hailey.

As always, the incredible salespeople at Kittles went above and beyond to help my husband and I find just the right piece for my sitting room in our new home! We especially appreciate our salesperson, Brenda Carpenter, for all of her excellent knowledge and assistance. Thank you, Brenda!
Bob and Cris Hagopian
Westfield