Lucan Architectural — Local services in Lucan Biddulph

This place doesn't even deserve 1 star but in order to post, I have to give them that.

We decided to finally purchase a dining room set. We choose the 8' extendable table which comes with 3 1' leaves. It took about 3wks for the set to be completed and ready for pick up. We weren't worried on the time frame. When we arrived at the store during our scheduled appointment time for pick up, the store and parking lot was packed and busy. Being a first time customer, I wasn't exactly sure where I was to go to let them know we had arrived on time. The male owner told me to wait in line until someone was ready to assist. Fine. I was approached multiple times and asked if I was someone else. Each time I repeated my name and said what I was waiting for. Finally, he came back and said "it's on the cement pad at the side, load it up"

There were others trying to load furniture items as well. We found our order stacked and just sitting there. It was wrapped in a plastic cling wrap. We loaded them up and brought it all home. Once we were home, we unwrapped and started to assemble our new set. We noticed there were scratches and marks on the table. We continued, got the table put together and decided to try to leaves to see what length best suited our needs right now (goes from 5' to 8'). To our surprise, the leaves would not fit no matter what we tried. They were not the same thickness as the table and did not line up.

We contacted them right away and we were asked to bring them back. So we did. I had let Belinda know ahead of time that I was coming to return the leaves. When I showed up, she went on about how they were busy and trying to film a commercial and her husband wasn't there. She acted as if I was inconveniencing them by returned the leaves that did not fit our table. When Belinda took the leaves, she instantly started commenting on how we had ruined the leaves as they were marked up. I tried repeatedly to tell her that is how the whole table set arrived but she interrupted me every time saying that they would never pack up a table with marks. I also tried to ask her if it was normal for the products to stink so badly, like they were just stained hours ago. Again, she interrupted and talked over me about how busy she was with the filming of the commercial. There was a man there filming her granddaughters and their mother was present. No reason why she wasn't able to assist customers.

Belinda could not find any leaves to fit my table so I ended up leaving empty handed. Belinda said she would call me later that day to let me know what was happening with the leaves, apparently it puzzled her too but she didn't seem to concerned that we were sold an item that was dysfunctional.

Fast forward 2weeks. No communication from Belinda or Lucan Architectural, so I reach out stating again that we are NOT HAPPY with the quality of our table set. The top coating is PEELING (started the first day we had it), the workmanship and quality of this table is definitely NOT worth the price tag. And we still do NOT have the leaves to make it fully functional! We are a family of 6 and purchased an extendable table for a reason! Belinda says our leaves are being remade and should be ready some time this week.Still NOT helpful! I did NOT purchase a 5' table... receipt clearly states its an 8' extendable, not what is currently sitting in my kitchen.

We have asked for a refund or a new table set. Belinda keeps saying how its not her problem. She even told my husband that we "let our cats run all over the leaves before returning them" and now she can not use them. Funny, since we don't own ANY animals and I've been informed that they have cats that roam on their furniture within the store.

How is this business ok with selling dysfunctional/damaged products and treating customers with such disrespect. There has been NO accountability on their part.

I would NEVER recommend this place of business (if you can even call it that) to anyone, EVER! Biggest waste of...

I usually only leave reviews for exceptionally good service, but I think this warrants my first bad review.

Like many people posting here, the customer service I have received is appalling. It started with the delivery (which I paid $300 for), they showed up and asked me to help them unload it and carry it from their truck because their other person was sick that day and they needed a hand. Thankfully I didn't get injured, I'm sure their insurance does not cover customers working.

I was willing to let this go because it wasn't a big deal, and I don't mind being helpful. The real problem came when after 2.5 months my nice new table started splitting in multiple spots (as many people here have had problems with). I called to find out why/what could be done about this and they were very defensive and rude right from the start. Simply repeating over and over that the humidity in my house must be wrong and I should have read the terms and conditions when I bought it.

When I stated I was never given any terms and conditions, they informed me they are posted on a bulletin board by the door of the store for anyone to read, however, not being informed of this, I never noticed this in their store filled with fun statues, decorations, etc (see picture, how could one miss something posted by the door). It is also important to note that I did not make a purchase in store, I went home, made measurements, and placed my order over the phone (which was then paid for via e-transfer to Belinda's personal gmail account with no receipt provided other than a text confirmation, very strange practice).

When trying to explain this situation and asking if there is a course of action to repair the table, note I have not asked to return, refund, or even discount repairs at this point. Simply trying to find my options, I am continually told it is my fault and I should have read the terms and conditions, and then I was hung up on after only 5 minutes on the phone. Absolutely unacceptable way to treat a customer.

The list of snide/blaming remarks are too long to list but some highlights were:

-"I bet you have never bought solid wood furniture before." (true or not, why not ask the customer if they know how to take care of your product, or provide a print out with tips, like any other product that requires special care or instructions?)

-"You should always read terms and conditions on expensive things" (spoiler: I do, when presented with them)

-"I bet you didn't even ask about humidity, you probably didn't ask what chemicals can be used on it either" (nope, I did not, I did not know I needed to ask these questions, typically when I buy something that needs special care, it is brought up by the expert. I don't have a list of questions to ask when given a new medication, my cars ceramic coat was explained how to properly maintain it, plants come with little cardboard info sheets about proper care.)

While I understand wood can crack from changes in temperature and humidity, I also have a 100 year old wood bedroom set from my great grandma that has been stored in unheated garages for years, moved from many houses, etc. and it has never had a problem. I also buy wood to build guitars from, and in my experience this wood appears to have not been properly dried before constructing the furniture to have cracks this bad after 2.5 months.

If you have made it to the end of this rather lengthy review, I implore you to check ANY other furniture retailer before giving your money to this business that completely stops caring about the customer once they have their cash in hand. I personally will be taking my business for exploring repair options of this table, and the 3 other rooms of my house that I am looking for new furniture for, to...

We took our grandsons to the store last Saturday .Part history ( Donnelly museum ) part fun. The store is packed with fun things to see and of course buy. Many of the Lego sets, and collectibles are very highly priced ( our oldest grandson is a Lego collector and compared prices while we were in the store.) We realise that the location is tourist oriented, and expected some moderately higher prices, but some were completely wild. Our youngest was looking at small garden sculptures, he loves animals, and I had already put about $ 300 worth of landscape decorations up at the front counter. The male employee, ( turned out to be an owner ) was putting sale price tags on some small items outside, and our grandson picked out a metal pig. In the meantime I saw some large metal Moose , but there were no prices on them, so I went into the store, and asked him how much they were. We couldn't see prices on any of the large sculptures. As we were walking outside, his first comment was " we don't put the big ones on sale , we don't have to do that. you wont get a sale price " ( I hadn't asked for one , I merely asked how much ) He then went on to tell me " we're in cottage country and those people have loads of money, so they can afford to pay , money's no object for them ". If they can afford a cottage they don't need sale prices". The moose actually wasn't expensive, $ 175.00 and had his attitude been nicer we would have purchased it and more. I then inquired about a wooden carved moose that was displayed beside a small shed. His reply to that was " those things aren't for sale, they are ours, We own lots of land and have a large log cabin . I don't know what difference that makes to the prices of anything and didn't really care what he owned, I simply wanted to know some prices so that I could decide which items I wanted. Then he simply turned his back on me and went back into the store. The rest of the staff was wonderful, but this man was less than friendly, obviously money motivated, ( and as business owners we are familiar with the concept of profit, and high turnover ) but our customers have always been front and center . His comments indicated to me that they like to overcharge cottage owners, because he thinks they have " loads of money " . We have loads of money, our customers have loads of money, but we still offer our goods at fair prices , and not inflated values because of our location or because we think anyone should pay more because they own a cottage . City dwellers also have money. I've given one star because of his attitude and demeanour, he was curt, dismissive and demeaning , indicating by his comments that he thought we couldn't afford to buy the large sculpture. Th store is fun, and interesting, But a warning to cottage owners, check your local garden centers first, many of them offer wonderful sculptures and landscape pieces at friendly price points, and they wont judge your book by...