Orangeville Furniture — Local services in Mono

UPDATE AUGUST 2024: Four Years later and these guys have done nothing about the issue, other than contact me last year after I posted the update last year, to remove my review, rather than address the issue.

UPDATE 2023: Here we are in 2023 and they still never reached out nor tried to resolve our issue.

My wife and I loved going here. We got married in 2016. We live across the street from the store and so it was always a pleasure visiting this place. I spent over $30k and my extended family spent over $50k. Erica owns the place and has been to our house twice. We valued her opinion. We paid for the house visits and planning process. We had a series of life events ups and downs and some decisions got delayed like the dining table. Erica followed up Here and there, My wife wanted to get the discounted pricing from Canadel. We missed it a couple of times the sales pricing.

Finally in November 2019 we paid and ordered. My wife and I visited several times again. Erica ignored us rightfully so because we didn't buy in a while, from a sales perspective who would want to keep chasing after the same customer. She would give an excuse and have one of the staff look after us. We thought Erica was an employee at that point. Other staff would always answer to a question that they need to check with Erica first.

The issue is a $1500 issue. For a year or so Erica and my wife were speaking about various design ideas for the dining table and our kitchen table. It needed a leaf. Because we needed 6 chairs. We have a table that seats 4 but 6 chairs. That's the problem.

The picture in the final order looked like it had a leaf. No one checked the final order before it went out to be built. There were so many changes because some stuff didn't work out or combinations didn't match or it was sold out or whatever the reason. But the leaf in that oval table was static. Apparently on the final order somehow it got removed.

Just before Christmas the table arrived. My wife pointed it out. She told the delivery person. She called Erica who rather than attend my wife's call while on hold calls me on the other line to avoid my wife.

My wife cried. I asked Erica to stop ignoring my wife and work with her to settle this. They agreed to take the table back and asked us to pay more for the one with the leaf. We were told to keep the table in pristine condition and in January 2020 we would get it exchanged. Since it was the holidays. We told them to take the table back the same day when the delivery person brought it. We didn't use the table at all.

We agreed. Again a family event happened and we couldn't exchange the table. Then covid19 happen another month went by.

I reached out to them in April 2020 to see about getting it physically exchanged, only to be told they would not because it's been 4 months. I offered them even more money because it's their business, only to be told to try to sell it on Kijiji.

We just wanted to swap out the $1500 table. I asked Erica to assist otherwise I would never walk into her store again as I felt disrespected.

Erica didn't reply nor did they care. All that caring was fake to close the sale.

I'm willing to update my review if they do something to help the situation...

I was very excited to work with Orangeville Furniture when shopping for a new sofa however…it was a very unfortunate experience.

My husband and I looked around the store and found a style of couch we loved. We showed the designer but it was out of our budget so we were trying to figure out if there was a way to customize a different couch to make it look similar. We found one that we could make look similar and were very happy with that. That being said the designer wasn’t very attentive and I felt as though she was not listening to what exactly we were looking for. She also wasn’t very encouraging of our fabric choices when it came to the couch and throw pillow fabric. We repeatedly told her we were looking for a mid century modern vibe for a sofa and it took a long time for her to figure out an option for us.

We wanted a faux leather condo size couch. We were adamant that we did not like tufting and the designer told us it wasn’t a problem and we would be able to flip the cushion over and it would not have tufting.

Six months later we receive the sofa. First, the legs are the wrong colour. Second, the cushions came with tufting on one side and the other side had velcro and was a black fabric. The store was very prompt with speaking to me about the errors with the sofa and it sounded like they were going to correct it quite quickly. Well I was very wrong. It has been 10 weeks and no one has reached out. I have called 3 times and every time I just get “the cushions are probably on the truck”. When I inquire about the legs of the sofa I am told that they are not worried about that right now.

I paid $2000 for this sofa which I’m sure to them is pennies but for myself and my family this was a lot of money and something we saved for.

When they called the manufacturer about the error I was told the cushions would not look good without tufting and it would look horrible after a short period of time. None of this was told to me prior to purchasing the sofa. I would not have bought it had I known that. When I asked about what the company was going to do for me about all of this I was told that these things happen and was further convinced that it will be corrected.

Horrible customer service and poor communication. I am extremely...

Recently my husband and I purchased a Sofa and Love Seat from Orangeville Furniture.

When it was delivered we noticed a flaw at the end of the armrests on both the Sofa and Love Seat.   We spoke to customer service and took pictures and sent them back to Orangeville Furniture who said she couldn't tell from the pictures where the flaws were so she came to our home and inspected the Furniture.   She agreed that it should be fixed.

Customer Service said they would get in touch with me.  After a week of not hearing anything I called them.  I was told they would get back to me on Friday or the following Monday.   Which they did not.  I phoned again and was told the same thing.  After three weeks of this we called the owner and I was put through to customer service who actually started yelling at me saying I had no right to go behind her back when she was working so hard for us!  I was stunned and extremely upset.  When we did speak to the owner I told her that I will not speak to or deal with her customer service representative.  So we dealt with the owner.

Our Sofa and Love Seat was picked up the following week and was returned to us a week later.  We could still see the flaws.   We called back to let the owner know and were told it was fixed and that was the end of it.

By this time I was so disappointed and upset because not only did we have to accept this furniture the way it was but also what happened with customer service was still really bothering me.  We wanted Orangeville Furniture to pick up this furniture and give us our money back.  They refused saying there was nothing wrong with the Sofa and Love Seat.

We were very good customers at Orangeville Furniture since 2016 and we were shocked that we were treated like this.  I wonder if Orangeville Furniture realizes that they have lost such good customers.

I decided to write this review so that this doesn't happen to anyone else.

I have not exaggerated in any way and have told the truth about our experience at Orangeville Furniture.

Needless to say my husband and I will never shop at Orangeville...