Kimberley Jackson

My wife purchased a custom media unit in September of this year as an anniversary gift. When my wife went in to place the order she was told by Ed about various options for the top and to wait a couple of weeks to see examples that they would have in store. She really liked the reclaimed wood. This was noted on our bill of sale. She paid in full that day. Weeks passed and no word from the store. We contacted them and this time Daniel answered. We were told they only do pine tops for the media units. No other options. Period. So we went into the store and made our choice for the stain. We asked about the completion date and were told a couple of weeks. November rolls around and no word. We called numerous times and questioned them, each time having a creative answer or "we'll look into it and call you back." No call back. December rolls in and still no word. We call again. Apparently a bulk shipment of units was expected but they are only rolling in one at a time. Having thought they were all custom built, we scratched our heads. December 15th we finally received the call our unit was in. Unable to pick up the unit in our hatchback due to the cold weather (it was much warmer in September/October when we thought it would be done) we opted to pay the $80 delivery charge. It finally made it to our house on Dec 22nd a month after our anniversary and 3 months after we placed the order. After a chat with them, they gave us a store credit to comp the delivery charge. If we hadn't purchased the piece on sale there was more they could have done we were told. Apparently the direct amount of cash spent dictates how well or much they stand behind their product and service.

We have close friends who ordered a custom dining table around the same time we ordered our piece and they are still without table. It was eventually promised for the weekend before Christmas. The Friday before a "creative excuse" was given. No table for Christmas.

Great furniture, great quality, horrible customer service. Although they did try and make it right after us pleading with them, in the end our thoughts had already been tainted. Apparently return customers aren't needed. Buy off the showroom floor or be prepared to wait....and wait...and wait....and wait.