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  • We purchased a sofa from Richmond Hill store and arranged delivery to be done today Friday Jun 15. We experienced a total nightmare with their delivery team and call centre we urge other customers consider whether you can bear with the ordeal you may need to deal with before you purchase. We live in a condo so we must reserve the elevator before they can deliver. They called us mid-week and asked for a time. We provided 4-7pm as that is the time the elevator is available for our delivery. They said unable to arrange because 4-7pm does not have 3 hours window since they finish work at 6pm. They then wanted to change to Friday morning but we were not able to change the elevator time so booking cancel. Their delivery person texted us and confirm delivery cancelled. Today, thinking we just need to reschedule the elevator and let them know, they texted us again and said delivery arranged in the morning!!! They texted to confirm cancelled yesterday and then texted today saying delivery despite we already said no elevator no delivery. So, again have to say no. Later on they texted us again and said delivery within today. We got fed up calling the customer care number suffering from prolonged wait time, I ended up go to their store to deal with the situation. I talked to the front desk and a lady reschedule delivery on Jun 23. I said I must reserve the elevator before I could confirm the time. She said she understood. Thinking again situation under control, NO! Ashley texted us again saying they booked delivery the next day i.e. Jun 16 despite I arranged Jun 23 with the store. Not sure why a company can just reschedule delivery without getting customer consent. What a nightmare to deal with them. I called the front desk lady and she said I had to call their customer care toll free to talk to their delivery team directly. So, I call the toll-free number and finally managed to talk to someone. The cs rep. said the system was locked for Jun 16 delivery so he could not reschedule to Jun 23 for me??? He cancelled the Jun 16 delivery and said I have to call them back to rearrange delivery. I requested a call back he said no I have to call. OMG. I talked to their store front desk who said arrange delivery Jun 23, then their call centre gave me another story. I ended up back to the store and finally their store manager seems to care but after much consideration, we ended up request for a full refund. Please think before you purchase from them as they do not have good after sales service from their back end support nor their so called customer care centre.
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