QW Furniture — Attraction in Rochester

This was one of the worst furniture-buying and customer-service experiences I have had in my entire life.

We recently bought a new home and quadrupled our square footage. We are in the process of furnishing the whole house. I only say this to note that we've recently purchased furniture from many stores (Arhaus, RH, Ballard Design's, Pottery Barn, Crate & Barrel, West Elm, and several others), and Quality Woods had the worst customer service of all of them.

We purchased the QW Amish Settlers L Shape Desk, in Brown Maple, for a total cost of $3,579.60 (which includes $202.62 tax and $399 delivery) on September 9, 2024. The desk was delivered on December 20, 2024 (103 days).

ISSUES WE HAD ON DELIVERY DAY: A nail was coming out of one of the feet of the desk (photo attached). Two drawer bases had issues: one had chipped wood in the corner (photo attached), and the other had fully cracked wood (not photographed). The underside of the desk was not stained (photo attached), which QW says is typical for areas that are not easily visible. Still, no high-quality furniture we've purchased from any other company has these areas unstained (at least not as sloppily as this). The pocket screw holes are very poorly made. You can see where the wood was chipped off/poorly stained (photo attached). The top of the desk has a noticeable imperfection (photo attached). According to QW's website, the build process includes the following step: "Sanding, sanding, sanding. Our special three-step sanding process ensures the silkiest, smoothest surface possible for applying stain," which was clearly missed here. On delivery day, we rejected delivery of the two drawers. Still, we accepted delivery of the desk, despite the stain issue, pocket screw holes, hammered down nail, and even the desk top imperfection. It was not worth it to us to reject the whole desk as we had already waited nearly 15 weeks for delivery (3 weeks over their 8-12 week delivery estimate).

REGARDING THE TWO DRAWERS WE REJECTED DELIVERY OF: We had to reach out via phone 4 times over 1.5 months to receive updates from QW on where the two rejected drawers were. QW always said they would reach out with updates, but never proactively did. Something looked funny when they finally delivered the two drawers on February 3, 2025. Upon flipping the drawers over and shaking them a bit, we figured out that instead of remaking the drawers to fix the cracks/chips, they had just stained another piece of wood, and glued it to the base of the initially rejected drawers (photo attached). When I called this time, the woman on the phone was rude and said she could arrange to return the whole desk, which we didn't want; we just wanted the heirloom-quality piece of furniture for which we had paid good money.

FINAL UPDATE: The two drawers were delivered on March 12, 2025. These still have imperfections (photos attached). They didn't stain the drill holes like on the original drawers and there is a weirdly unstained part on one of the drawers, but it isn't worth the fight. QW's website says that as part of their build process, they perform a "Meticulous inspection. When a piece is finished, it's not necessarily ready to go out the door. First, it must pass a rigorous up-close inspection for any imperfections in the wood or finish and to make sure the hardware works flawlessly. If the slightest defect is found, the piece goes back for fixing and is then put through the entire inspection process again."

In our minds, these were more than "slight" defects, and certainly not what we would consider "heirloom quality." We have received furniture from significantly more mainstream furniture stores that would never allow this type of furniture to leave their warehouses. Many would offer to flat out replace the furniture if they were informed of these issues, which QW never did for us. That being said, the wood is solid, and I don't believe it will break, as if it were a piece of particle...

Damage done & zero accountability

I ordered a large custom dining table. I own a brand new house with oak floors. During delivery, the table was flipped using the large metal base as a pivot point (with no protection on the floor) which caused a dent and scrape in the floor. I pointed it out to the delivery people right after it happened and they denied that they could have caused it.

I was given the runaround for months until I was put in contact with the owner, Collin. It was obvious that he didn’t know much about my complaints/issues as evidenced by incorrect information in his emails. For example, he claimed I waited months to report the damage which can easily be falsified by email receipts. He claimed that it wasn’t possible for the damage to be caused by the table because the dimensions of the dent were not exactly the dimensions of the table base (which really doesn’t make any sense). I suggested he come to the house to see the damage and discuss further, which he did not acknowledge. Ultimately, he stopped replying to my emails.

I did not ask for any financial compensation (and I did not receive any). I simply wanted acknowledgement and an apology, which I was greatly disappointed to not receive. I love supporting local businesses, but sadly I cannot support this one for how poorly I’ve been treated as a customer.

It is difficult to see in pictures but I’ve included the best photo I can take.

Update following business reply: Yes, 2 people were sent to the house to look at the damage but didn’t feel like they had the tools to fix the dent. They told me they would pass the issue on to further management, which wasn’t done until I requested it. They did not say that the table could not have caused the damage. Regarding the scrape, I pointed it out to both the delivery team and the 2 people sent to repair the floor. Again, I’m not sure how they feel they can definitely say the dent was not caused by the table. The floors were brand new and the area was not being used. I saw the delivery team flip the table and the linear dent was in the exact spot where the linear metal base made contact...

The furniture is beautiful and well made, but the finish on my furniture is horrible. Here is my story. I was looking for solid wood furniture to update my bedroom and found Quality Woods. I was hesitant to order furniture online that I had not seen. After looking at the reviews and talking to customer support, I decided to order. I ordered 6 pieces from the classic shaker collection and anxiously waited for the delivery not knowing what I would get. My furniture was delivered Wednesday March 3rd, 2021. The delivery team did a fantastic job of moving the furniture into my room and setting it up. They were kind, courteous, and professional. The only problem with the delivery was the fact that there were no brackets to mount the dresser mirror. The delivery team assured me that they would be coming through in a couple of weeks and would stop by to mount the mirror and they did. The furniture is well made and I loved it. My issue with the furniture became apparent as I took a soft cloth to wipe off the travel dust. It was then that I noticed that although the furniture looked fantastic, it was rough and bumpy to the touch and some spots actually snagged my cloth as I wiped it down. I was so disappointed. The finish on 5 out of 6 pieces was horrible. My husband called to complain about the furniture and they told him that when the delivery team came to mount the mirror they would look at it and write a report so that they can address it with quality control to make sure it didn’t happen again. When the delivery guy came out, my husband showed him the finish and all the rough spots. The delivery guy said it looks like overspray and showed my husband how to take a plain white piece of paper and “sand off” the overspray. Huh? That was their solution? We were to do the work ourselves on our brand new furniture? It did work in some spots, but not others. I still have rough to the touch furniture with a couple of runs from the stain and even a screwdriver size dent on top of my armoire. I am hoping that Quality Woods will work with me to resolve this issue. I hope my...