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| - My husband and I built a new home in 2016. We sized up a bit and went with a very different aesthetic than our last home, so I wanted to replace some of our furniture. Our designer suggested Today's Home/DFO, since they tend to do business with some of the more contemporary manufacturers. Our designer also had reasonably good experiences with them.
We placed a large furniture order on August 18, three months before we would need the furniture. We were given an approximate turn-around time of eight to ten weeks, but understood that several custom pieces could take longer, perhaps in the twelve-week range. Since this information was given upfront, we genuinely had no problem with it.
We were first given a delivery date in November, and several pieces were delivered then. Three pieces were still outstanding, one of them the sofa for in our family room. This was a key piece for us, since we have teenagers who like to play games and have friends over for movie nights. It was an important piece of furniture.
When it wasn't delivered in November, we were told December 9, which would have worked out well because my son wanted to have friends over after a sports event on the tenth. No furniture on the ninth.
We were then told December 15. Then December 20. Then December 29.
By this time, we'd gone through the holidays without the most important piece of furniture for our family. Today's Home offered a temporary couch--more than a month past the original promised date.
I personally spoke with Greg Powell, a vice president of Today's Home. He could not give an adequate answer as to why my furniture took so long. He couldn't even tell me for certain what stage of manufacturing it was in. He also admitted that the dates I had been given were arbitrary, since no one actually knew what was going on with the furniture. I was tremendously frustrated and disappointed, and asked to speak with his boss, Jeff Lenchner. Mr. Lenchner was away for the holidays.
When I finally spoke with Mr. Lenchner, he would not provide me with information about my furniture and he refused to give me information on how to contact the manufacturers myself. In fact, when I expressed disbelief that he would speak to a customer with the condescending tone he used with me, I was told that I wasn't the customer, my designer was. Let me clarify that statement--even though my money paid for the furniture, I was not the customer. Since it was my designer writing the checks, he owed me absolutely nothing.
Most of my furniture came on January 9--ending what was an eighteen week wait for something promised in twelve. However, several pieces of that furniture were forgotten, so the remainder was hand delivered by Mr. Powell on January 10 and by my designer on January 17. There was still a pillow missing, and after questioning Mr. Lenchner, my designer discovered that the pillow was listed as ordered--from a company that doesn't manufacture pillows.
As compensation for our troubles, Mr. Lenchner offered us money that equaled 0.006% of our total order. And a pillow.
Two area rugs were also included in my order. We knew they would take longer than normal, and were given a delivery date of the week of January 15. I approved this because I understand that rugs can take a long time to ship and because the date was given to me upfront and expectations were set. Today is January 20. Guess what? No rugs. We were told that perhaps we will get them next Tuesday, January 24.
Buyer beware. I cannot give any recommendation to Today's Home/DFO, as Mr. Lenchner clearly has no regard for his customers. My experiences with Today's Home have ranged from disappointing to insulting. After I finally receive our rugs, I will no longer deal with them.
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