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  • A few things that stand out that deserves attention: 1. Okay, I get that you ordered the wrong couch colour and there was a long delay (suggestion: offer to write-off the delivery in that case) 2. The quality/craftsmanship is outright horrible, not to mention the couch lines not aligning - had to take it back. 3. Warranty process is not organized, sent an item to get fixed, came back exactly a month later (it was sitting in the warehouse), didn't get fixed - only found out after I called - I got over that. What was disturbing was they scuffed/damaged a tiny corner and another (lighter) scratch on the other side. Comments like, "It wouldn't bother me"... "What can you do?" is not cool. So it wouldn't bother you that someone scuffed your furniture that cost over $2000??? I'm confused. I get it, humans make mistakes, however, please provide a solution next time. Look into healing leather options! Satisfy the customer. Clearly merchants forget about word of mouth. Last but not least... 4. They don't properly wrap furniture they take from your home to the truck where damage can happen. Yikes! I was neutral up until I got to point #3, where I realized that ALL the touch points I went through were at the end, BRUTAL. I'm all about supporting the locals. But in this case, I want to help you out more - my fellow Torontonian who is looking for custom furniture for their new place or just upgrading. Don't get seduced by the store, they have beautiful looking things! If you want quality and good customer service keep looking elsewhere! If you can't help yourself, do your research and ask about their process. Assess other reviews and do a proper comparison about their custom furniture - I'm not talking about their chairs or pillows. In general, if a business is all about making money and not focusing on the customer, it just won't flourish.
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