If you want to avoid having the most frustrating experience of your furniture purchasing life, then walk away from this place. Don't order online, don't go to another location, this whole company is screwed.
I made an online purchase beginning of March for a bed frame, the Jenson. I was told it was back-ordered until end of April. cool, no problem. I received an email while on vacation that my order was on it's way and a delivery driver would call to setup a time to drop off that week. Again, cool, totally stoked. The packages arrive and as i unwrap them and start to review the instructions, it seems something is missing. All the parts that were included for my assembly journey, were there, however very pivotal parts that were to be attached at the manufacturer or warehouse, were not. Then starts the S$!& show. I email and call customer service on Monday May 8th. I included pictures of the headboard and sideboards showing exactly what is missing and how there are screw holes there but no bracket or piece to attach the feet to. I am told that a request was put through for the parts and that a tracking number would be sent to me once they shipped. I asked if the order could be expedited given they made a mistake, nope. I asked if they could make an exception given the circumstances, nope. So i await my tracking number which doesn't arrive until Wednesday after i followed up via email. They have a corporate Fedex account that only allows ground delivery. So fine,i wait. The following Tuesday, May 16 i get a call from fedex at 4pm that he has at my door. I am at work. So he says i can meet him in half an hour on his route so that he doesn't have to try and deliver it tomorrow. I get my parts home start to try and assemble and they are the WRONG PARTS. They sent the same brackets that were already attached to the bed. These brackets don't fit in the already placed screw holes. So i'm not sure which pieces are wrong at this point. I run down to structube on 17th avenue and although they were very nice, they are unable to help me due to the structure of the company. The online store is run as a separate entity (that's a complaint for another day). I explained the situation and they called another store for me to see if they could take the parts from the floor model. They cannot as someone has purchased it. The manager offered to try and help me with customer service as he's heard they are a bit rough to deal with (ya think???!?!?!). Home i go and send pics of everything. I then edit the pics to outline the 2 screw holes where the missing piece should go. I email both customer service and the 17th avenue store and call customer service almost immediately. I get a seemingly nice gentlemen named Hugo. He is the first one to acknowledge the frustrations and how annoying this is (kind of refreshing). You know when someone messes up all you want sometimes is the acknowledgement that they have wronged you? Anyways, he gives me the same story "we can't ship any faster due to our corporate account agreement" Hugo i say, can you understand where i'm at and how annoying this is? Your warehouse is attached to your office, can you not walk back there, grab the missing pieces and run them to canada post or fedex and pay out of pocket for the expedited shipping? "no miss, we cannot, all i can do is request a rush on it and hope for the best". I requested to speak to a manager and was told No. Excuse me?!?! Seriously?!?! Ok fine, but if this is not fixed i would like a full refund. Ok he agrees.
Again, the tracking number will be sent as soon as it's available. Today is the 19th, still no tracking number so back on the phone i go. Hugo is unavailable apparently and when i request to speak to a manager i am told no again. I push harder this time, then magically this woman on the other end of the line is suddenly the only one in charge (WTF!!!!!). I explain the situation, i get put on hold for some time, then she comes on and says these parts are not avaialble. I'm sure you can imagine the frustration and anger i am now experiencing. Why did Hugo flat out lie to me. Why is no one understanding how brutal this is.
I am now waiting for a call from one of the alberta stores to see if they will help me. If not, I will be returning the bed and hoping that they know how to process a full refund or to the Better Business Bureau I go with a complaint.
I cannot stress enough, how you should avoid this place. A company that is run so poorly and cares so little about it's consumers, does not deserve to survive in this economy. They have some really beautiful pieces, and affordable prices, but i tell you what, the money I apparently saved on this bed frame doesn't help the amount of time, energy and money wasted trying to get what i paid for.