When a customer at Kensington Furniture has a problem, there's a good chance the person who picks up the phone is the owner himself. Michael is the fourth generation of his family to run Kensington Furniture, and in this video he talks about what that actually means day to day, not just as a line on the wall.Who is Michael?Michael is the fourth-generation owner of Kensington Furniture, part of the same family that has run the business for 113 years. He works out of the Northfield showroom and, as he explains in the video, is directly reachable when something goes wrong with an order or a piece of furniture.What does "fourth generation" mean for customers?It means a family that has been part of Atlantic and Cape May County for over a century is still the one answering the phone. Michael describes a call he took that same day from a customer who "needed the owner to help him solve his problem." He talked it through with the customer directly rather than routing him through layers of customer service.Is Kensington Furniture a reputable company?Michael's answer, in his own words, is that reputation is built one customer interaction at a time over generations, not claimed. He's direct about the fact that mistakes happen: "We make mistakes. We do things wrong from time to time. We're human." What he says sets Kensington apart is what happens after the mistake, when the fourth-generation family member is the one who picks up the phone to make it right.Why no botsThe video's point is simple: when you call Kensington with an issue, you're not talking to a bot or an automated system. You're talking to a member of the family that has owned the store for four generations. Michael frames this as the practical difference between Kensington and other furniture retailers, not because of any specific product or price, but because of who answers when something needs fixing.Where the family history is headingMichael ties the day-to-day service directly to the long view. "I am the fourth generation of Kensington Furniture, the same family that has been serving customers for a hundred thirteen years." He says the way the store gets to a hundred fourteen years, and beyond, is by earning it through service, not assuming it. In his words, the goal is for Kensington to stand apart based on "how it makes you feel and how you feel about shopping for furniture."The takeaway for shoppersIf you're comparing furniture stores in South Jersey and wondering who actually stands behind the sale, this video is Michael's direct answer. The Kensington promise, as he lays it out, isn't about being flawless. It's about being reachable, accountable, and run by people who have a personal stake in whether you're happy with your purchase. Key takeaways Michael is the fourth-generation owner of Kensington Furniture, a family business now in its 113th year. Michael personally takes customer calls when problems come up, rather than routing them through automated systems. He acknowledges Kensington makes mistakes but says the difference is a family member is accountable for fixing them. The Kensington family has served Atlantic and Cape May County customers for over a century. Michael says the store's future depends on customer service and how shopping there makes people feel, not just product or price. Questions people ask Who is Michael at Kensington Furniture? Michael is the fourth-generation owner of Kensington Furniture, based at the Northfield showroom. How long has Kensington Furniture been in business? Michael says his family has been serving customers for 113 years. Does the owner of Kensington Furniture take customer calls personally? Yes. In the video, Michael describes personally handling a customer's issue that same day rather than passing it to a call center. What makes Kensington Furniture different from other stores, according to the owner? Michael says the difference is that customers deal directly with a fourth-generation family member, not an automated system, when something needs to be resolved.
