New Furniture Gallery — Attraction in Toronto

THEY DO NOT KEEP THEIR WORD AND WOULDN'T REFUND OUR DEPOSIT AS AGREED. 1 star is too many. We are doing a reno and badly needed a desk to work on. I dealt with this store for over a month to be prepared about a specific desk. I was told there are 24 in stock and I could pick one up at the warehouse. I asked if they had a demo on the showroom floor or the warehouse which they did not. They told me to pay upfront, in full, at the retail store and then drive over to pick up the desk at "the nearby warehouse". My husband asked if he could pick it up Saturday April 12th and was told yes. He went the 12th to the retail store to pay and pick up the desk. While at the store, the sales person called the warehouse and was told no one was there and he had to return another day. From then, until Friday, May 2nd we have been strung along with promises of different dates with excuses each time like, no one is at warehouse, a delivery person has to come from a different warehouse in Pickering, it's his day off, the warehouse guy isn't answering his phone. Finally on April 27th my husband called and asked for a definite date. The salesperson said to make a deposit payment of $100 (not full payment) and the desk would be at the retail store for pick up the next day but no later than 2 days, April 29th at latest. I asked that if the desk was not available for pick up by the end of the day April 29th, could we get a deposit refund because I couldn't wait any longer and that they keep giving empty promises. He reassured me it would be refundable. I sent the e-transfer immediately and noted in the memo that it was a $100 deposit for the desk and if it didn't arrive by April 30th that it was to be refunded (as per our conversation. I even added a day). Well, Monday, April 28th no desk. Tuesday, April 28th no desk (now we are past the agreed date). Wednesday April 30th no desk so we called again (the extra day I gave them). My husband was told a number of excuses including the desk was coming but "the truck broke down". We were promised the Thursday. No desk. Today is Friday and so I called just before noon. I was told the desk didn't arrive and asked to hold while he looked into it. I told him I was no longer interested in the desk and wanted my refund as agreed. He tried to get me to fall for his antics again and even had the audacity to ask me to be patient for the arrival of the desk, as if I was the one being difficult. I told him I have waited long enough and want a refund. He told me he had to "suggest a refund to the owner" and would get back to me. I stated a suggestion was not acceptable and that it was agreed as a refundable deposit. He said he couldn't make those decisions. To document it, I decided to send an email reiterating what was discussed. Of course, he didn't call back which was the theme of our phone calls through all our dealings. In hindsight, we did all of the calls to follow up each time. They never returned calls as promised along the way. So again, I called back later in the afternoon. I asked when I would expect my refund and mentioned I had sent the email. He stated he knew because the owner got it. He then proceeded to tell me the deposit was non-refundable. I said he promised it was refundable when I specifically asked on Sunday, April 27th and was told no, it's non-refundable. My husband called and stated he wanted our money back. The sales person said the desk was now at the showroom and proceeded to ask if my husband wanted a photo. My husband said why, yes, I do want a photo. The man said "ok, well I am not sending one but you can pick up your desk tonight or tomorrow". Now, we are in a position of being forced to pick up the desk I no longer want. In the end, they lost a customer and sales from us with the other items we were wanting. I feel lied to, to get a sale knowing they weren't able to deliver their promise. They charged us full price plus tax and didn't give a...

Do not buy anything from Ashley Furniture, through New Furniture Gallery. I was looking for a solid wood dining room table and chairs. I found what I liked online and was forwarded to new furniture gallery to purchase it. However, the table and chairs I was delivered is subpar. It is not real wood. The chairs are not level. And the table is damaged, showing the cheap materials that the table is made with. I have already sold my previous table and chairs and have nothing to use, now. New Furniture Gallery have been saying they are waiting to hear back from Ashley Furniture. I have purchased furniture from the Bay and when it was delivered damaged, the Bay took it back and brought me a new couch. No questions asked. The customer service response from New Furniture Gallery has been prompt up until now. They are talking about fixing the table. it cannot be fixed. I want a full refund. This is an unacceptable product and appalling customer service. Also, I payed for white glove service. Which means the delivery people set up the table. They were in such a hurry to get me to sign for the table, they hadn't even opened the butterfly table. When he attempted to, he realized the shipping bolts were still attached. Then, he realized the butterfly extension was full of packing material. Plus, they did not remove any of the carrying straps securely stapled to the bottom of the table and chairs. They are still hanging from them. I cannot remove them, nor should I have to, as I paid for the white glove service. I feel that I have been...

We do not recommend purchasing anything from this merchant, or giving this company any of your business. They are rude, unprofessional and have repeatedly been disrespectful & verbally abusive to us customers. We attempted to buy 2 items for close to $900 and they were repeatedly dishonest & not transparent at all about delivery charges and assembly charges but the final straw was that this merchant would not honour our request to refund our transaction (on July 5th) for a 'sale' that was only completed on June 30th (6 days ago). Instead they informed us that we would have to go in person to sign a form to request a refund or cancellation. This entire sale was completed online but suddenly there is no refund unless we go in person?! We have since contacted our bank and we will dispute charges based on their dishonesty, their unprofessional manner and being verbally abusive towards us. They are truly worse than dealing with used car salesmen (Parry & Amit)! And we were refused access to speak with the owner as well & every time we would call this merchant back, in our attempt as customers to resolve & understand their utter disrespect and abusive behaviour we would regret even contacting them in the first place. We really wish that we had read the reviews before we even contacted this merchant. This entire communication with these 'furniture sales people' has been so stressful and not worth spending even $100 much less $900 to be yelled at repeatedly. Our bank's lawyers will be in touch and they will deal with...