Terrible! Do not buy from them! Ordered a couch and chair on January 3 2013. When delivered, it was the wrong chair and the couch was severely damaged. They left the furniture in our home and Initial promises to replace followed by no one taking ownership. Went through various people trying to get answers (Gerrardo, Leah, Evan, Earl, Robert a store Manager) all giving us a variety of excuses including email server issues, leather shortages, delays at the factory, etc. Calls are rarely returned, when they are, a canned response is received (should be two more weeks). Close to six months in and I get Jennifer on the phone.
Jennifer agrees to look into it and I advise her that I am looking for either a return/refund or a significant discount. She came back with 10% and no option to return. She also left me a voicemail indicating that my original review on homestars was unfair and completely untrue.
When I stood behind my review and request for a refund, they rescinded their 10% offer, reminded me how long they have been in business, and went on defending their position that they have done nothing wrong. Here is the last response that I received from them. I think their own words best sum up their approach to customer service.
-Pay attention to their position on Homestars and other online client reviews.....then look at all of their responses to other posts on this website. Do they value your satisfaction?
Here is the last email I received this morning:
Dear Robert,
Yes, I do care about our business. You have received a response from Jennifer that I oversaw, and in no way can it be construed as being angry. She is simply stating fact. Your transaction has not been mishandled, rather an error was made, we accepted that as our responsibility, left you the furniture on a loan basis so that you had seating, kept you apprised of delivery of the replacement goods, offered compensation (although there is no basis for financial compensation) yet you chose to post negative comments.
We have been professional and courteous, have been in the process of correcting an error, and have apologized. To simply cancel once the goods have been remade is not an option. Had you asked at the time of delivery, it may have been possible. At this point your custom order is ready.
We do know how to correspond with our consumers – thus the reason for the thousands that attend our stores on a yearly basis. Those few who choose to denigrate the hard work of our staff may do so – of course always being cautious that slander is a serious offence. As a consumer myself, I read online reviews, often find them one-sided, and don’t pay much attention to them. I am sure you are aware that there is no BBB in Toronto because of their history of fraud and scandal. Who is Homestars? An upstart online review site that retailers can pay to join and enjoy preferred ratings. Perhaps you may want to review them and consider those who post there? My more legitimate concern would be the longevity of the company I am dealing with, the quality of the goods, and the post delivery service of goods, should it be necessary. In your case, you are receiving new furniture – we could have opted to send a chair only, and repair the damaged arm on your sofa.
I do not presume to lecture you, nor do I expect you to tell us how to run our business. Our decision is final in that you will be contacted upon receipt of your custom order.
