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| - My husband and I had the worst experience ever with this store. From the sales representative to the manager Lisa not returning our calls or giving any explanation to what happened to our order. It took them exactly 6 months to deliver the full order.
Below is the email that we sent to Jim Hunt, Vice President of Sales at EQ3. His answer was not what we expected, but at least got their King Street East staff working to fix the problem. In case you find yourself in the same situation, Jim Hunt's email is jhunt@eq3.ca.
Sent on December 15th, 2012:
Hello Jim,
How are you?
It has been over 1 month since we received the couch that we ordered from EQ3 in August, and have yet to receive the final pieces of hardware that are required. Since it was our first and final customer experience with EQ3, we would like to share the details of our order with you.
We originally ordered our couch from your King Street East location on August the 6th and were told that the couch would be custom built for us at your facility in Winnipeg and delivered in 4 to 6 weeks. The service at the store was exemplary and we would like to commend Susanah for her attention and effort. Unfortunately, that was where our positive customer experience with EQ3 ended.
On September 15, almost 6 weeks after our original order, we received a call from EQ3 and were told that the couch was finished and waiting to be shipped to Toronto. Based on that information, we started planning Thanksgiving dinner for 18 of our closest friends, which wouldn't be possible without the arrival of our new couch, since we only had a loveseat for seating. By the end of September, no couch was delivered, so we called EQ3 again, only to be told that there had been an error, only 2 of the 3 pieces of the couch has been manufactured and that there was no estimated time that the couch would be completed. Let me stress the point that we discovered this error only after calling EQ3's King Street location again, at no point did anyone at the warehouse, head office or store reach out to us to inform us about the error and subsequent delay.
Because we had so many guests coming over for Thanksgiving, we tried to see if we could speed up the process. Multiple phone calls to head office as well as to the store were made, and my wife Veronica even made an appointment with the store manager Lisa to discuss solutions. When she arrived at the store at the agreed upon time, the manager had left for the day and the assistant manager/key holder refused to come out of the office to talk with her.
During that visit to the store, my wife noticed that a floor model desk we had also purchased and was supposed to be wrapped and transferred to the warehouse to be delivered with our couch was still on display. She pointed that fact out to a sales representative while another customer was trying to purchase the same desk. We still wonder if the King Street store would have sold the same floor model to different customers.
The next day, we both met with a different sales representative at the King Street store, who was very patient and apologetic, but had no solution for getting our order completed. We suggested that a similar floor model sectional from the store be loaned to us, which was approved and the loaner couch was delivered to us in time for our Thanksgiving dinner, which was on October the 7th.
It was not until November the 10th, almost 14 weeks after our original order, that our couch was finally delivered, but not without some final errors.
First, there was no arrangement made for the return of the loaner couch. We do not have room for 2 large sectional couches in our apartment, so the delivery contractor was good enough to take the couch back with him.
Second, only 1 set of connecting hardware was supplied, even though this sectional is made up of 3 pieces, so a second set of connecting hardware is required and was paid for.
Third, 2 of the pieces have the chrome legs that we ordered but the 3rd piece has dark wood legs. This is a problem not only because it looks bad, but the wood legs are lower than the chrome, so the height of the couches does not even match.
To sum things up, our purchasing experience at EQ3 was great. EQ3's after-sales service, on the other hand, has been abysmal. At no time was any refund, credit or even a formal apology offered to us to try to salvage the situation.
Finally, I would like you to arrange to have the second set of connecting hardware and a set of chrome legs delivered immediately.
Thank you for taking the time to read this and I hope that you will take this as an opportunity to make positive changes within your organization to ensure that you do not treat any more customers with this little respect.
Myke and Veronica Ames
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