In this video, Michael, the owner of Kensington Furniture, does something most furniture store owners don't do: he gives out his personal cell phone number on camera. That number is (609) 270-3532, and he means for customers to actually use it.Is Kensington Furniture and Mattress a reputable company?Michael's answer is that reputation is built on what happens after the sale, not just during it. "That is the Kensington difference," he says of putting his own number in front of customers. The idea is simple: if a delivery, an order, or a piece of furniture doesn't go the way it should, there's a real person accountable for fixing it, not a call center.Why the owner answers his own phoneMichael is upfront that Kensington is "a company of human beings," which means mistakes happen. His point isn't that nothing ever goes wrong. It's that when something does, the response should be prompt and it should actually solve the problem. He describes a system where the store tracks how customers are treated, and if that system still fails somewhere, the owner himself is the backstop.He puts it directly: "I, the owner, have a direct line to me, the owner, to call me to make sure that we do the right thing, because nothing is more important than how we make you feel."How long has Kensington Furniture been in business?Michael notes that the company has been "around serving families for 114 years." He frames that longevity as the reason customer service matters so much to him personally, calling it "the blood that keeps us alive." A business doesn't stay in the same community for over a century by treating service as an afterthought, and Michael ties the two ideas together directly in the video: the history is the reason the phone number exists.What to expect if something goes wrong with your orderBased on what Michael describes, the process at Kensington works in layers: The store measures customer experience on an ongoing basis, looking for problems before they become bigger ones. If an issue comes up, the team responds in what Michael calls "a prompt and appropriate way" to fix it. If that response still isn't enough, or the customer isn't satisfied, the owner's personal number is the next call. That last step is the part most stores don't offer. Michael isn't describing a suggestion box or a corporate feedback form. He's describing his own cell phone.Why this matters if you're deciding where to buy furniturePeople searching for the best furniture stores in South Jersey, or comparing Kensington against larger chains, are often trying to answer one question: if something goes wrong, will anyone actually help? Michael's video is a direct answer to that question, delivered by the person who would be the one to pick up the phone. He signs off simply: "I'll be here at the other end to help if I can."For anyone shopping our Northfield showroom or elsewhere in South Jersey and the Shore, that offer stands as stated in the video: (609) 270-3532, Michael, the owner. Key takeaways Owner Michael shares his personal phone number, (609) 270-3532, for customers who have an unresolved problem. Kensington tracks the customer experience and aims to respond promptly if something goes wrong. If the normal response isn't enough, the owner himself is the next point of contact. Michael says the company has been serving families for 114 years and ties that history directly to its approach to service. The video frames accountability, not perfection, as the core of what Michael calls the Kensington difference. Questions people ask Is Kensington Furniture and Mattress a reputable company? According to owner Michael, reputation comes from how the company handles problems, not just from avoiding them. He gives customers his personal phone number, (609) 270-3532, so unresolved issues reach him directly. How do I contact Kensington Furniture if I have a problem with my order? Owner Michael provides his own phone number, (609) 270-3532, in the video for customers whose issue hasn't already been resolved by the store's standard response. How long has Kensington Furniture been in business? Michael says the company has been serving families for 114 years. What happens if something goes wrong with a Kensington Furniture order? Michael describes a process where the store first works to respond promptly and appropriately. If a customer is still not satisfied, he says they can call him directly.
