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| - We went into Casalife's Liberty St. location on April 1, 2017 and ordered 2 dining chairs for $650. So at a price of $325 each, one would think they're getting a great quality item and the excellent customer service that comes with it.. but don't have your hopes up.
When we first bought the chairs, everything went smoothly, the sales rep told us it'll take about 2-3 weeks for the chair to arrive and we'll receive a confirmation email for pick up once the chair is ready.
We received an email on April 29 to say we can pick up our chairs anytime between 10-5:30pm. When we got there, we paid the balance and proceeded to the back to pick up the chairs. They were both unassembled and they told us to assemble the chairs by hand because the power drill might crack the wood. So we took both of the chairs home and assembled it. I took out the chair base and flipped it over, there was a tiny snag in the fabric, which was fine, it wasn't noticeable, I wasn't going to bring it back to the warehouse for such a small problem. I took out the chair legs and a bunch of tiny metal pieces fell out all over my floor, they were very sharp and very tiny, it took us awhile to clean that up. Annoying, but still acceptable so we proceeded.
Once finished we sat on the chair and noticed that it was very unsteady, it rocked back and forth like a rocking chair. This was when we realized that one of the legs were straight while the other 3 chair legs were slanted at a 45 degree angle. The chair was clearly broken...
I called the Casalife head office and spoke to Dustin Bradley, who was very nice, he apologized for the inconvenience and told us that he'll send an email to their Head Office. So I forwarded him an email with a few photos of the chair. He said their Head Office is closed on weekends, so I probably won't receive a reply until maybe Monday or Tuesday. I followed up on Tuesday because I hadn't heard back. Dustin replied to me on Wednesday that he'll make sure someone calls us regarding the issue by the end of the day.
We got a phone call that day regarding the status of our chair, that it was re-ordered and they'll be in touch with more details on the shipment once it's confirmed by the vendor.
Again, I didn't hear back from anyone, so on May 15, I followed up and received a reply that the chair replacement order was submitted 2 weeks ago and the vendor has stock, so the chair will be in their next batch of furniture, which should be in this week or at the absolutely latest next week.
So another 2 weeks past and again.. we didn't hear back from them, so I followed up on May 30, Dustin replied the next day and apologized again for the length of this whole ordeal, and that he'll call their Head Office and we'll receive a call from a Jason regarding the status of our chair. This went on back and forth, fake promises, unrealistic deadlines until around June 21 where we got another email, this time with a re-order receipt attached to it saying the replacement chair is actually on back-order and that's why it took so long. They mentioned that it was confirmed that the chair is now on the train from Vancouver and it's expected to arrive in Toronto by the end of this week.
At that point, I think I honestly thought we would never get our replacement chair, it's already been about 4 months.... but on July 13 after following up once again with Dustin we got a phone call from Casalife to say that our chair will be delivered sometime this week. We didn't want to book any time off to wait for the chair so we asked that they ship the chair to the Casalife nearest to us for pickup.
On July 31, my boyfriend went and picked up the chair. He brought the broken chair back to the store in exchange for the new chair and not only was the staff not apologetic they accused us of not "assembling" the chair correctly in the first place and asked if they could try assembling it to make sure. Not sure how dumb they think we are when there were only 4 screws to tighten to assemble the chair and not to mention we bought TWO chairs and the other one is perfectly fine... They obviously couldn't fix it, as the legs were clearly broken/bent (pictures attached).... so they gave us the replacement chair. Seriously the worst customer service I've ever received from a store that promotes high-end, quality products, it's all total BS. Will not be going back and will be warning all my family and friends.
In summary: This has to be the worst furniture store in all of Toronto, rude staff selling broken chairs at extremely high prices.
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