Zilli Home Interiors

We were finishing our basement last year and I'm just now getting all of my reviews on Home Stars.

After a lot of searching, we went in to this store looking for a sectional and found one we liked on the showroom floor. We wanted to see if we could get a discount for the floor model since it was exactly what we were looking for. They did try to push us onto one we didn't like but was shaped the same and would be in our price range. I didn't like the material but the other one was too much money so we asked what could be done on the price of the first one we liked.

Our sales associate, Lamya, went back to the boss over and over again until we got it to a price we could afford. They immediately wrapped up the floor model to protect it and stored it for us until we could take delivery. Our basement wasn't going to be finished for about 2 months and they had no problem holding onto it for us at no cost. Lamya responded quickly to all of my email questions (about shipping/delivery) at all hours of the day.

When delivery came, it was last winter and very wet outside. The guys were kind enough to bring in all the pieces first and then dry off their boots/put on protective booties and then bring all the pieces of the sectional to the basement. They set it up nicely and even fluffed the pillows out! They were extremely polite.

Overall, I'm shocked by the other reviews as we had a great experience and would go there again. We've had our sectional for almost a year and it still looks brand new.

I ordered a dinning set, 1st. one appeared with a couple of scratches, nobody called for 3 days and after going to the store somebody called after 5 days, then replaced with another table with a dent and a small scratch that was fixed with a wood stain repair pen (not even sanded to make it even). Unfortunately my husband who was tired did not realize about dent and that the carpenter did not even sand the table, so he signed ok. After I called, they said that everything should be fine because my husband signed. I would not go again to this store who promise something that they don't fulfill and on top of that the person said that I should accept failures of 10% in wood furniture.

We ordered 2 leather chairs from Zilli Homes early April. They had samples on the floor and we were assured that our chairs would be exactly like these chairs. They were Decorest chairs so there was a 6 week lead time. We paid 50% up front and 50% before they were delivered to our house. This started a 3 ½ month nightmare.
They were delivered to our house on May 23rd and we were stunned to see what they sent us….seat cushion stuck out 3 inches and the chairs had big lumps on the back of the chair. We took pictures and went back to Zilli and spoke to our sales rep Guilia and customer service rep Erin. They agreed that these chairs were not up to standard and they picked them up and sent them back to manufacturer. About 2 weeks later they were back at the store and we went to inspect them and we were still not happy. They did not look like the chairs they had on the floor at all. We were then told that they would contact Decorest and see what else could be done. After about a week we received an email saying that after much discussion with Decorest that no more work could be done or it would affect the integrity of the chair. They then asked us to contact them to book a delivery appointment for the chairs to be delivered to us.
We were stunned that no one at Zilli had bothered to pick up the phone to talk to us. To say this was the worst customer service we have ever encountered would be an understatement.
My husband and were so frustrated at this point that we spent an entire weekend visiting every furniture store in Toronto that sold Decorest chairs and finally found the model 3920 chair we had ordered at one of the stores and it was made correctly. We took pictures and sent them to Zilli on June 23rd. At this time we started dealing with Carole and she finally acknowledged that the chairs they had made for us did not look like the chairs we had ordered. She once again contacted Decorest and the chairs were sent back and fixed and finally redelivered to our home July 16. No one at Zilli has called to follow up with us.
We will never shop at Zilli again, and we will tell everyone we know to stay away.

Booked an in-home design service on a Saturday afternoon, for the following Tuesday afternoon with one of their in-home design consultants. I have a large home, and wanted to finalise fabric on some stools that I had purchased from the store, as well as to get recommendations on items to add the finishing touches to my home.

I took the day off work to meet with the designer, to accommodate her availability. When the end of the 'time window' that I was given was nearing an end (4pm), I tried calling her on her cell phone (unbelievable - she doesn't have voice mail capability) and then tried the store. The store said they would try to contact her and then call me back. Kept trying both her (without success) and the store (they never did call me back). On my last conversation with the store, they said that they had managed to reach her by phone, and that she would call me within 1/2 hour - that was at around 5.30pm. Never received a call. She never showed up.

At 11pm, I get a text from the designer saying that she'll be arriving on Wednesday! I texted her back to say that she had not shown up for our appointment, and that she had wasted my day. She back-tracked in her next text, and said that she got caught up in traffic and didn't get back until late. So she clearly admitted that she had missed the appointment.

Contacted the store for a refund. The owner was unsympathetic about my lost day of work, and simply refunded the amount paid. No compensation, no offer to make it up to us; just the offer to send in another designer.

Summary - they don't care about the customer. Guess they're making too much money already.

Ordered three pieces of sofa and chair at July 1st. Zilli delievered them to my house at July 30th, but cushions were missed. Called back to Zilli, they forgot to put them in order at beginning, had to reorder from manufacture and promised to me to take about a week. So far I have waited for more than three weeks and the cushion aren't yet ready.Plus I lived 50KM away from their store and had to picked them up. I felt so frustrated on their service.They should impove their customer service to avoide such kind of mistake from beginning.

Were redoing our living room furniture after about 25 years. Found Zilli via home decor adviser. The consultant at Zilli was outstanding. She helped with ideas and was extremely patient when going over all of the possible combos for fabric. Very well prices and great delivery service.
Will deal with them again in the future.

Previous post:
I've attached pictures for you're review as well. This retailer should be ashamed of themselves. Horrible service. Does not stand behind product. Our furniture arrived months late. And when it did arrived it was in such poor condition. I was send the floor model. No compensation just waiting for our new furniture to arrive. It's been four months of this nightmare. Back and fourth. I will never shop at Zilli again and I advise you to do the same.

Revised post:
I wrote the previous post in response to the circumstances at the time. However, since speaking with Natalie, I am much happier with the service at Zilli. Everything damaged has been replaced. I was also given a gift card for the trouble. I have visited the store a few times since and do plan on returning my business as every item in my home now is to my standard in quality. I was also explained why some items take longer to arrive than others. Despite the miscommunication and wait time for furniture arrival - the fact of the matter is, my living room now looks breathtaking. Thank you Natalie and Carol for solving this matter.

Salesperson at Zilli was very helpful in helping us select the area rug for our new home. She gave us some suggestions after we emailed her some photos of the furnishings in our great room. She even let us take home a sample of the rug to see how it would look in the room in our house.

From the outstanding showroom, to friendly service and quality products...Zilli has it all. I still pop in every now and then just to see what the latest decorating 'trend' is.

We had a wonderful experience at Zilli Home Decor. They have a variety of items that other stores don't carry. They specialize in contemporary furniture and looks and best of all, they are affordable. The furniture and decor items look great in our home and best of all, we didn't break the bank!