Dufresne Furniture & Appliances Winnipeg Nairn Avenue

To Whom It May Concern

We recently purchased furniture from your company, and had a really unfortunate experience. We were supposed to have our mattress and stand delivered. There was issues with the paperwork drawn up by Dufresne which ended up with not only preventing our mattress to be delivered, but the delivery people had an argument with my partner who had taken the day off work to be home for the delivery. When I called the store, they told me since our salesperson wasnt in that day, there was really nothing they could do as he was the one to write up the paperwork incorrectly. When I asked to have the person converse with their manager about it, they said theyd call me back but after an hour of waiting I drove down to the store myself. It was then determined that the stand was never on the truck in the first place, and it was suggested I use my current box spring until the once I purchased arrived. My box spring and new mattress arent even the same size. When I brought the issues up by email with our salesman, he basically said there was nothing he could do and to contact customer care. When I inquired on the website chat, the person said they couldnt help and asked me to call in and speak to somewhere. I asked if there was an email address as I prefer email communication and was told there was indeed an email address but it would never be checked or responded to. Then why have the email address in the first place? We were then spoke to customer care and were offered a $40 credit. We stated that would be insufficient at which time we were told theyd have to get approval from a manager and would call us back. More than 12 days later we called and the person on the phone expressed surprise as there was a note on file that an offer was left on our voicemail and we never responded. We never received such voicemail. We were offered $140, but had requested a new pillow. The person on the phone suggested we contact our local store to see if theyd be able to give us a pillow at that price. We reached out, and have yet again been ignored. Were losing our patience at this point. We chose Dufresne for your reputation and unfortunately are sorrily disappointed. Its as if as soon as you got our money, we no longer mattered. Please contact me as soon as possible to resolve this issue. Thank you,

I went on your website and sent this exact complaint word for word to the complaint email. I even got a email from you acknowledging you received my complained, that was Nov 23rd at 16:04

I then posted this exact comment yesterday on a different Dufresne page.They deleted my comment and gave me no reply at all!

So the employee who caused the issues ignored my email, the official website ignored a complaint email and now an official Facebook page has deleted and ignored a complaint

I'm furious!

Purchased a sectional three years ago. Have now had to file a second warranty claim. After only two years of very minimal use the wooden structure of one of the seats completely broke. The seat had to be removed and taken away to be structurally rebuilt.
Now after only three years the finish on the sectional is peeling away. Ive filed a warranty claim yet again and am waiting for two weeks for the sevice center to even look at it.
I went to the store directly and was told there was nothing they could do.
I find it very disheartening that brand new expensive custom ordered furniture is only made to last two years. This is furniture that has been very gently used.
I dont know where else to go with my complaints so I am posting this very poor review of their product and response.
I guess we will see what happens after the service people finally get here.

and came out the proud owner of that AND its matching range. The associate was super helpful and tried a bunch of different ways to get me the best deal possible. Super happy with my experience.

I saw an ad on their website for reclining couch and went to the store to check it out . Corinne was very helpful by showing us examples of the furniture and making the purchase process very easy including the white glove service and additional warranty. She made sure she went through all the details before we left the store. We are excited to receive our new couch.

Hello,

My mother and father in law have been looking for a new mattress for our special needs daughter, Carlyn. They went to numerous places but were so very impressed with dufresne. They met a WONDERFUL sales lady who was so personal and kind. Our daughter has severe autism and is quite rough on mattresses. The lady listened, was empathetic and they could tell how much she cared. She even shared stories of her son (which went to the same school our son goes to) and she also lives in our area. (East St. Paul). They got an excellent deal on the mattress. This is their Christmas gift to her. I wish I knew the name of this person as I would like to personally thank her for her outstanding service!

Sincerely,

Angela belot
204-228-8149

Sofa arrived and I immediately called customer service, sent pictures as per their request, then went down to the store. This new piece of furniture looked years old. Cushions are wavy, dent in wood which makes material sag inward along bottom, bubbles in material lower bottom. A customer service rep came once to fix, he put more Dacron in cushions which did NOT help, tried to fix bottom no luck. Another rep came again advised me he would recommend re-select as customer (me) is not happy. Then I get a call from their customer care again! Advising me it meets manufactures standards and they want a third service repair and they will not allow re-select. Each time it takes approx 2 weeks for their service repairs to attend. So much for their show room warranty. I spoke to one person at customer care who stated the 2nd service rep said no re-selection, he also stated he was not allowed per policy to send me a copy of the reps report, I spoke with his manager who said he would send me a copy of the reps report and stated that the rep did indicated yes to re-selection to satisfy the customer but they still wanted to try to fix problem first. They say they have a showroom quality warranty, where is it!!

It was a quick and great experience. I found what I wanted in a mattress.

We recently bought a new mattress and platform bed from Dufresne. Jody was so great to work with! Everything was delivered exactly when promised, and the team assembled everything for us. Delivery was great...we got a tracking link just like Skip and we knew exactly when they would arrive. No more hanging around waiting!!! We just went back to buy a sectional that we saw when we purchased the bed. Same great experience this time! Go see Jody at Dufresne...we had a really great experience with her!

I have been in contact with Dufresne since late November last about my order.

To date, Ive received a few pieces, however every promised date for arriving in Winnipeg got pushed ahead 2-4 weeks.

However, that also did not come to fruition.
Ive spent hours on the phone and writing emails with no success until 2 weeks ago, I get a call from Cory at Guest Care.

Apparently my file slipped through the cracks and he would get back on it immediately and call back within 2 days.

I thought perfect my stuff is 7 months overdue but finally Im getting somewhere.

Lol. 2 weeks later and once again Im waiting on a call.
In the meantime Ive been sleeping on the floor as I have no bed and Im also making payments for an incomplete order.

Of note, 4 pieces that have been delivered were not fixed properly.
There are gouges in the wood, drawers will not close and Im sorry, but a crayon does not fix gouges.
So much for White Glove service.
They never pointed out any damages while putting things together.

Ive been shopping at Dufresne for over 20 years. I actually met the gentleman who started the business and had a great conversation with him.

If hes retired now, I dont think hed be pleased with what he built from a very small one store business to the large one it is today and see that the business is failing their customers.

Im hoping they give me that discount they offered once all the furniture gets here, however I highly doubt they will honour the offer.

I bought dining chairs and 2 out of 4 are faulty. I reported it within 48 hrs upon delivery this was Sept 2021. The first customer service I talked to didnt file the report I just found out when I followed it up because it has been 4 weeks I didnt received any call/update. The next customer booked a technician to check the chairs Oct2021 the technician did not even last for 5 minutes according to him he will order the parts. And DUFRESNE has a REPAIR OVER POLICY. First ETA is Nov2021 then it got pushed back to Dec2021 and now its May2022 and they are telling me the new ETA is July 5 which is not even sure yet. And that there isnt much a manager or a supervisor can do, as an EXCHANGE or RESELECTION IS NOT AN OPTION as per customer service. WOW, DUFRESNE i waited 8 months already Ive been very patient and exchange and reselection is still not an option???? 8 MONTHS? Now you want me to wait till July 5 to tell me again that it has been pushed back and I dont have any option but to wait! CUSTOMERS BE WARE, do not waste your time and money with this company.