The Sincerest Form of Flattery Is...

...not imitation. Not even close. See one customer's comments below...

"You are an angel to get back to me when it is getting so late where you are. Thursday is going to be a very exciting day for us! Everyone I have dealt with at Smart Furniture has been so kind and thoughtful. I so appreciate it. I almost feel like I'm part of the family. Thanks again. "
-Joy W. Walterville OR

We at Smart Furniture believe the sincerest form of flattery is when our customers tell us they feel like a part of our family. This tells us a lot about your experience with Smart Furniture. You like doing business with us and we are honored to have you as a relative. Thanks again Joy!

5 Things Your Smart Furniture Customer Service Rep WON’T Tell You!

5. We’re located outside the U.S. When you call Smart Furniture you will be talking with someone who works in the good ol’ USA - Chattanooga, TN to be exact. We do not outsource our customer service – a real person actually picks up the phone when you call. No infuriating, cold, impersonal answering system here. However, we do have funny southern accents and don’t be surprised if we offer some sweet tea and biscuits & gravy while we chat and visit with you.

4. That’s not my job. You read that correctly. We believe ALL OF IT is our job – taking care of you, our customers, the best way we know how. Now you may get someone in the accounting department answering the phone instead of a CSR or a sales team member, but guaranteed that if they don’t know the answer to your question they will find out for you. Our goal is to provide you with the best customer service you have ever experienced – and that’s everyone’s job here.

3. I don’t care. To us, customer service is relationship building. Shopping online is impersonal but we aim to make your experience with Smart Furniture engaging, genuine and friendly. Often, the only impression one has of the business from which they buy is a brief phone call with them or the tone of an email you receive from them. We understand this and so we try to ensure that every point of contact you have with us (from our website, phone calls, emails, and even the t-shirts we sometimes send to customers) lets you know that you are important to us. We believe the difference between ordinary customer service and extraordinary customer service is that little “extra” – and every one of us at Smart Furniture cares about that!

2. I can’t do anything for you. Should you ever hear this from a customer service rep (words that will never be spoken by any staff member of Smart Furniture) basically what it means is “I don’t care”. (see #3 above). We pride ourselves on being creative and being able to think outside the box – abilities which help us to help you with any customer problem, concern or dilemma you confront us with. We can’t make everyone happy (see our special note to party poopers in our FAQs here) but you can be confident that we will do all we can to find a solution for you.

1. Your satisfaction is not our primary goal. Let’s be honest – there are hundreds, if not thousands, of companies that sell the same products we offer also online. So why should Smart Furniture be different? Because YOU are the difference. We don’t sell products – we offer award winning customer service and our relationship with you is not like other companies. You think it all ends once you get the email notification your order has shipped? Wrong!! We follow-up with you and ask about your experience with Smart Furniture, determine if your delivery went smoothly, send you a customer service inquiry begging for feedback on how we are doing, and sometimes we will call just to chat and say hello and let you know that we have not forgotten you. We want you to be satisfied, we want to exceed your expectations of our capabilities and we want to be the platinum standard of customer service by which you compare all other companies. Your satisfaction IS our primary goal – because we aren’t satisfied and happy until you are. Because you are that important to us.

Coming Up – 5 Things Your Smart Furniture Customer Service Rep Wants You to Know!

What a Returning Customer Has to Say about Smart Furniture Customer Service

Susan came back to shop with us again last evening. This time, she ordered shelving and a Steelcase Uno chair. Here is what she has to say about our service....

"Smart Furniture has Zappos-grade customer service. And soon I will have another bookcase! One more and I'll be done. With bookcases, anyway."
-Susan T. Gaithersburg MD

More Pats on the Back!

Thank you all for your speedy and kind assistance with my order! It is clear to me why your team has been said to have "award winning customer service." You are kind, courteous and helpful in ways that companies just are not any more. I purchased one Cubitec system and within a week came back to buy an additional system. You can bet that when I need things in the future, I will look here first!

-D. Parks, Brooklyn NY

Sometimes we like to pat ourselves on the back. Check out these recent kudos from our beloved customers!

I have to say the service from Smart Furniture is pretty amazing. You guys are totally together. Everyone has been knowledgeable, professional and polite. A winning combo.

-K. Greene; Coatesville PA


Thank you Adam. It is a pleasure to deal with you and your company. The service is excellent!

-M. Mlowkowski; McLean VA


I have just completed your after sales survey and would like to additionally thank Karen Jennings in your customer service team for her outstanding service. Karen was able to provide me with prompt and detailed information and advice on what was a very special purchase for me. I also found Karen to be extremely courteous and genuine in her dealings with me. I would like to thank Karen for her terrific service and support.

-A. Baldrey, NSW Australia

Getting to Know Us - Karen Jennings, CSR

This pic was taken when I was about 2 or 3 and yes, I do remember by mother placing a blue bowl on my head to cut those bangs. Awesome, huh?

Name: Karen Jennings

Employed with Smart Furniture since: May 2005

Favorite Movie: Favorite Fantasy – Lord of the Rings trilogy, Favorite Comedy - Dirty Rotten Scoundrels; Favorite Sci-Fi – The Terminator epics; Favorite Horror Movie – The Exorcist; Favorite Romantic Movie – Somewhere in Time

Favorite Book: The Bible, Where the Red Fern Grows (it was this book that taught me the power of the written word to elicit emotions) and all works by Stephen King and Robert McCammon.

Favorite Food: Grilled chicken salad at Houston’s Restaurants

Favorite Quote: Many waters cannot quench love; neither can the floods drown it. – Song of Solomon. Favorite Quote #2: I can complain that the roses have thorns or choose to rejoice that the thorns have roses.

Hobbies: Reading, movies, music, puzzles, linear brain teasers, and playing games on the PC.

Likes: Learning something new, kittens and puppies, spending time with family, being able to help people.

Dislikes: close-minded, rude, obnoxious, inconsiderate people. And peas.

If you could meet one person dead or alive, who would it be? And why? Abraham Lincoln – an amazing President. Oh the questions I would ask him!

Vanilla or Chocolate? Neither – Pralines n’ Cream Baskin Robbins

Hamburger or Hotdog? Hamburger

Ketchup or mustard? Ketchup

Paper or plastic? I honestly don’t know – Do I select paper which fosters guilt for the destroyed trees used to make it or the satisfaction it gives that at least it’s biodegradable. But then what about plastic – less expensive to make, easier to hold and carry groceries but will never break down and encourages use of fossil fuels. Such a dilemma.

Favorite soft drink? Caffeine-free Pepsi

What’s on your Bucket List? Riding in a helicopter, hot air balloon, sky-diving, visiting the British Isles, France, making a difference in someone’s life, storing up as many treasure I can in heaven.

If you were a crayon, what color would you be? Lavender or Violet

Any pets? Yes, 3 beautiful fat gorgeous kitties adopted from the Atlanta Humane Society: Claire, Chloe & Katie.

Favorite Sport: Any water sport.

What is most important in life? My relationship with God and my family.

What makes you laugh? Seeing the humor in the mundane, a witty remark, frolicking puppies and the laughter of little children.

What asset do I bring to the Smart Furniture team? Mommy hugs, smiles and 20+ years of customer service. I especially enjoy being able to turn a customer’s frown upside down with a positive attitude, an ability to listen and trying to take that extra step.

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