| rev:text
| - Worst customer service of any furniture store I've visited in Toronto! Which is unfortunate, because their furniture was stylish and seemed to be of good quality. My partner and I went to Style Garage on 2 consecutive Fridays, to buy a custom version of a couch we saw on their website.
The first time, we started with one sales person; who then wandered off with no notice, and we tried to get the attention of a second salesperson, who proceeded to talk AT us about furniture, and when we tried to interject to explain what we were looking for she just talked over us. So we gave up and returned a week later in the hopes of a different sales experience.
Sadly this one was so much worse! We came in knowing exactly what we wanted and asked the sales rep to get us the fabric swatches for the specific couch we were standing beside, and after some argument with my partner that the book of fabric she was describing didn't exist, he figured it out and brought it over. We gave him all the specs for what we wanted and he took notes and gave us a quote (just under $6000 with HST and delivery). Then when we went to the desk with him to place the order, he handed his post it note to another rep and told us "I have to take off so my colleague with finish your order", with no apology or further explanation. His colleague that took our order was incompetent. She had shared her screen with me as she entered our client information into QuickBooks. She did this incorrectly several times and it took about 10 minutes just to enter our basic information before she even started the order. She seemed to think this was funny, because every time she made a mistake she would just giggle awkwardly and wink and her coworker. I tried to make it less awkward by sympathizing with them about how quirky QuickBooks can be (I am also a user for small business) and they started asking me a lot of questions about QuickBooks and it was clear to me that they had not been properly trained on their PoS system. Then when she finally wrote up our quote it was missing all the customizations we were paying for yet she had keyed in the price we were quoted for custom work. Had i not been helping her use the PoS, she would have submitted an order for the base model couch and charged us for the custom!! At this point, my partner and I exchanged the awkward "I don't trust these people" look, and asked if we could keep the order as a quote and take the fabric swatch home to confirm it's what we really want, and then bring it back the next day and put in the order. They told us for security reasons we had to leave a credit card on file to take the swatch home!!!
We went to another furniture store the next day and got a similar but not quite the same couch with GREAT customer service, less than half the price, and 2/3 of the lead time for build, and put in an order on the spot. We returned the style garage the next day to return the swatch and told a sales rep that they lost a $6000 sale because the service was so bad. As this staff member was trying to do the right thing and apologize to my partner, the sidekick sales rep from the prior day interrupted and asked my partner in an accusatory tone if we brought the swatch back! My partner was furious. We asked them to give us back the forms we put our credit card on because we don't trust these completely inept people with our personal information.
Why is this not a 1 star review? The furniture was really nice. Maybe if you were buying something off the sales floor and doing your own pick up it would be worth checking out. We were willing to put up with SOME bad customer service to get what we wanted, but after the second experience it was clear they were probably too incompetent to deliver what we tried to order anyway. We're just starting a living room reno, and style garage will get none of our future business. Get your customer service in order!!
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