My Furniture by Mattress to Door — Hotel in Toronto

My wife & I purchased a couch in March, when it was delivered there were multiple areas where the fabric wasn't stitched properly, customer service are horrible. They ended up taking my couch back to repair and left me with no furniture, they wanted a safety deposit to give me a loaner - after taking my $3000 couch - brutal. Once the couch was returned they didn't ship the legs with it, when the brought the legs a few days later they were severely damaged so I had to wait for new legs. Once they arrived we unwrapped the couch and find that they didn't even fix the stitching, Sneha said they would send a tech to repair but customer service said no they have to pick up the couch again - now its 6 months and still have issues. We were beyond flustered with the lack of customer service - they are all about looking after you until you pay - then GOOD LUCK. Aruv said "my goal is to win you back as a customer" but doesn't mean it or follow up. I have been in the store many times during this whole ordeal and this review isn't close to the EXTREME regret I have from ever walking into that store. In early Oct we got a random message on whatsapp from them offering a cabinet as compensation for our issues. This came out of nowhere, there was never a discussion or a call - how can you offer a piece of useless furniture to a customer without talking to them so we messaged them that we wanted to talk to Aruv, Aruv called and told him that offer made no sense and that I was busy with company. He NEVER followed up - over a month now. We ended up stiching the couch ourselves (took hours) and got absolutely ZERO from them except BAD memories. We are now 8 months from the time we walked into the store and never have been happy with anything, they are all talk but no action. I will go back for a face to face on my time since Aruv, Sneha or anyone else doesn't have the time, consideration or professionalism to call us. I have multiple pictures of the defective work as well as screenshots from the many whatsapp messages that I will include to this review over the coming days.

Lets see how their customer service or management respond to this review.... Well we are a week since I posted it and no response from customer service or mgmt......here they are proving my point.

AVOID THIS PLACE AT ALL COSTS.

So after many months of poor service, I get a message from the location here on Google. They ask me to call - typical of this business, you have my name, my wife’s name, both our cell phone numbers, our address and our $3000. You claim this is far from your standard…..but nobody cares enough to call us. AVOID My Furniture at all costs. Just wanted to update the public, so another month has gone by and still ZERO calls from My Furniture, they know exactly what happened and did absolutely nothing. Aruv tells you everything you want to hear but has ZERO action nor cares once he has your money. Sneha will seem shocked and sympathetic when you explain any issues but again ZERO action. Avoid My Furniture at all costs. As a reminder My Furniture - you have our numbers, yet you avoid us. I am a firm believer in KARMA, this is NOT how you treat people. Just wanted to add that we are not almost 11 months since we made the mistake of walking into this store - they only are nice and helpful until they have your $$$. Avoid at all costs - they are all fake. I don’t want onto to deal with the nonsense we have dealt with for months upon months. Don’t let them fool you - they are NOT what they appear! #avoid

April 6 2025 - just wanted to share that they have NEVER tried to contact me; a few months ago they posed a fake apology and asking me to call them, they have my cell, my wife’s cell and they avoid us. Recent reviews are similar to mine - these employees are fake and uncaring, the company is money hungry and deliver poor quality. Tell everyone you know to avoid this place at all costs. They were only nice until they got your $$$. Sneha and Aruv will someday realize that being fake, lying and dishonest is not the way to treat...

DO NOT TRUST OR BUY FROM THIS STORE.

This has been the most stressful, complicated, and disappointing experience I have ever encountered while ordering furniture. I went to the my Furniture store after seeing a picture online for a sofa set I have been looking for for months. When I arrived at the store, I met Sneha. Sneha gave me a deal on a sofa set that she said was an "Ashley Furniture" sofa set. She provided me with a quote ensuring me that their store can get this in for us. When my husband came back to the store a few days later to talk about this deal again, Sneha was off and he dealt with another man. He provided him another quote and promised all the same things. On October 24, 2024, I placed an order in person with Arav (manager of my Furniture) and I gave a deposit and was told the 2 piece sofa set will take 2-3 weeks to come in. In addition, I was paying an additional $50 to ship to the store first, prior to it being delivered to my home as I had never ordered through a picture online and wanted to ensure that my product was real and true. At week 4, I reached out to the store and received a multitude of different answers all convoluted and designed to make this be my fault. I visited the store as I was receiving no clear answers on why my order hadn't come in. Arav, the manager, proceeded to unprofessionally tell me it is not their fault the employee no longer works for them. He then told me to give him some time to figure out the status and what happened to our couch. We were provided with customer service number (905 225-1752) which we called numerous times and can never connect with on the first try. You have to call multiple times or leave a message and have someone call you back. Not to mention, every time we were called back it was by the same woman - Pravna or Asha. They would tell me that this is a delivery issue and that department will call me back within the next 10-15 minutes. I would call the store and speak to Sneha (also not helpful) who would tell me that she couldn't give me a status update only customer service could and she would redirect me. Or she would tell me she would call me back within 10-15 minutes, again no answer. I went back to the store with no other options to follow up a second time and met with Arav again. Arav told me "do not worry, your sofa set has been ordered and is on its way. He told us there was a mix up with customer service and that our sofa was actually almost ready to be shipped. This was November 13. When asked when can we expect it to be shipped to store, he replied give me until Monday and it should be here. When my I asked are you sure it will be here Monday, he asked to give him a least until Wednesday (November 20). Mind you, he also mentioned he would call back on Thursday/Friday (November 14 and 15) with an update. My husband and I called a number of times to vent our frustration for a status update. Customer service was contacted. Delivery team was told to reach out to me Saturday and no answer. We called Sneha who said she will have Arav connect with us - he never called back. While on these calls with customer service and the My Furniture store, we mentioned that if we don't get our sofa set - we wanted a full refund on our deposit. Mind you, we are at week 5 with no sofa.However, Arav finally called my husband back and said we have two options as the couch was still not in. He said we can either 1) keep waiting or 2) get a refund on our deposit. We went for option 2. He asked for two day lieu period to figure it out and asked to send our email. We sent our email details and have not heard from the store since. When we try to text them, no answer. When we call, it goes straight to voicemail. We have talked to “customer service”, Arav and Sneha who all told us we have been approved for a refund and every time we call to follow up - they start the process all over again and say their accounts team needs to review and approve. Without any other option, we are writing this review as we are fed up and exhausted from this...

Order customer made section from this store. First the sales people in the store are very nice that’s why I am giving this one star. After purchasing I was waiting 3 weeks for my sections did not receive no updates from this store. The same week my sections suppose to arrive called the store customer service line no answer someone gets back to me on the same day at 8 pm letting me know they will check the system call back tomorrow (Tuesday ) for update after 11 am. I told them no worries I will do that. Next day call the customer service line no answer. Called few times different hours incase they are busy still no answer. Wednesday comes along called the store asking the sale person what’s going on with your customer service line no one answers what’s the point of a line when I can’t get simple update on when am I receiving my section this week. The sales person tells me she will call me back after 5 minutes. So I wait 1 hour later someone calls me tells me I will receive it next week when I was told I will receive it within 3 weeks or less. I was busy with my new born baby so I called back couple hours later again to the customer service line no answer. I called the store told the sales guy why have customer service line when you can’t answer the phone. I explained everything to him he calls the customer service person request them to call me. At this point I am so upset when I was telling the sales person when I got the sections I request them to be delivered within the 3 weeks if they couldn’t do that no worries I could of went shopped somewhere else.

The customer service manager calls me. VERY UNPROFESSIONAL, VERY DISRESPECTFUL yelling over me won’t let me speak I had to yell over her to get my words out. I never ever had to deal with his kinda unprofessional person in my life. Instead of deescalating the situation it makes me even more mad how can CUSTOMER SERVICE MANAGER ACT LIKE THAT and be disrespectful like that to the customer. You need to really train your customer service manager on how to talk to people before putting her in that role. Her communication skills are zero.

please if your buying furniture from this store think twice do you want to be assaulted like that from there “ customer service manager “ just to get update on your order.

Overall the delivery team were such nice people and the sales people on the floor. I feel bad write this about one person that made this whole experiences...