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| - Location: 3/5
Environment: 2.5/5
Service: 0/5
Price: 3/5
Quality: ..........
Overall Rating: 8.5 / 25
The Good
- Not much to say here, other then you have the option customize the size and colour of your sofa to your specification.
The Bad
- Horrible Service
- lack of communication and assurance between customer (during the whole ordering proces)
- blamed customer for their internal ordering system failure.
My experience/situation.
I made a special order for a customized sofa in a specific size and colour to fit my house back in January. We put down a $ deposit back in mid January, with them informing me that the average special order sofa will be completed and delivery between 6-8 weeks. One week later, we got a call from their sales office that they received the sample cloth factory their factory that needed us to confirm the colour, went in the next day (last week of January) to confirm the cloth/colour and size again.
Moving forward - March
Inbetween my second visit to confirm cloth and now, there has been "ZERO" communication from them. So I decided to call them to inquiry for an update on my sofa. This is were the communication breakdown begins, and the start of them blaming the customer for their internal ordering failture.
FYI: All calls were initiated by me.
1st Call (2 week of March) - CSR tells me that the sofa is coming, and will be here soon. I accept their update
2nd Call (3 week of March) - CSR says the sofa is delivery, there seems to be an issues with our fabric - I went ahead and asked why? They said it's delay because we didn't confirm the fabric until end of February, so according to their production schedule (6-8 weeks) the sofa is still on time. I informed them that I confirmed the fabric in January so there must be a mix up. CSR says, they will get back to me.
3rd Call (3 week of March) - I called to asked for an update again as they haven't called me back. CSR once again told me that the sofa was on the way, will arrive next week - we call to arrange shipment time and date once sofa arrives in the warehouse.
4th .... 5th .... 6th, received the same resposne as the 3rd call [all these calls happened in March]
April arrives - these start to heat up
7th call ... had enough with the CSR (Sales associate) and requested that I speak to the manager and owner. Spent an hour on the phone + personally driving in to the sales office to speak with the manager and owner, they keep giving excuses left right and centre for why the sofa has yet to be delivery. The owner said they'll look into this mix-up and call me back with a confirmed date of delivery.
8th call ... Owner "sorry for the mix-up, but I have a confirmation shipment and delivery date for your sofa ..... "; Okay.
9th call ... 2 days late, Owner calls again " sorry, but there seems to be another delay, we will need to reschedule the delivery to next week" ...
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AS OF TODAY (12 weeks since ordering), I have yet to received my sofa and no one at Elegant Sofa (Owner, Manager, CSR) seems to know the location of my sofa.
Contemplating whether to just cancel my order and demand my deposit back for all this trouble.
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Definitely would recommend others looking for furniture to save yourself the stress and frustration and look elsewhere.
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