Wilson Furniture — Local services in Oshawa

Are happy with service from Corrine salesperson, and waited happily for 7 months for our loveseat delivery, which we accepted and were glad to hear it would be arriving May 26. We were assured movers, Metropolitan Movers, were pro's, and would set up the heavy loveseat. I was concerned with the moving experience enough that I took pictures of them in the truck in case they needed to be identified, possibly by police. It was suggested by the Wilsons rep I wasn't sensitive to their culture! I know blatant rudeness when I see it and can't say I've ever experienced it at this level! The letter I wrote to Wilson's on May 26 is below. Four followup calls over several months after being reassured my complaint had been forwarded to management ...no response. Seems once the money's paid, the Wilsons only respond to reviews. I've never posted a review anywhere before but feel insulted enough to do so now. Wilsons are taking no responsibility for their subcontractors.

"Hi XXXXXX,

Here is the info you asked me to send.

Damage to loveseat:

Two small scuff marks, bottom back, on left side looking from front.  Pics attached. LED light in cup holders doesn't seem to work (More damage was discovered)

Upsetting delivery experience:

Most of my interaction was with one young man.

He asked where new couch was going, I said it'd be going where the old one is now.  He asked what I was doing with the old couch, I said I was expecting them to take it, I thought I'd paid for that.  They took the couch outside and put it on the driveway.  I went looking for my paperwork and they phoned someone.  They said there was no instruction for them to take the couch.  I accepted that.

Brought new couch in through front door.  I was looking for an extension cord so didn't see this.  Couch was on a flat four wheeled dolley, I could hear some commotion getting it through the front door.  Couch was plugged in and tested, although not through full motion.  Didn't appreciate movers speaking in foreign language and laughing, nothing said by me.

I was handed form to sign, and the original bill.  I started to look over couch, could sense they wanted to leave, and were getting annoyed.  I was sure we'd paid for a tray for the console but couldn't find it.  Pointed out the tray on the bill.  No reply.  Kept looking and found it in the console.  I asked if they knew it was there, he said he did.

When I asked why he didn't tell me our interaction deteriorated further.  They walked out the front door.  I said I wasn't finished inspecting the couch.  I was answered in a hostile manner.

I asked them to help me load the old loveseat on my pickup, further hostility and left.

In case I needed to identify the later, for whatever reason, I took pictures of them in the delivery truck.

I'm uncomfortable complaining.  They know where we live and our circumstances.

What are Wilson's thoughts on this...

My husband and I purchased a sectional sofa and tables back in March from Wilson Furniture with a pretty hefty price tag. I will preface this with our sales lady was incredible and lovely to deal with. The sofa had quite the waiting period on it as it was a special order having to be made and delivery would not be until July or August according to our lovely sales lady. Three weeks after purchase, my husband received a devastating cancer diagnosis and became very ill. Unsure of our financial situation, I called our sales lady in an attempt to cancel our purchase due to my husband's illness. She said she would call the manufacturer and see what she could do. This was April 4th and the set was not set to be delivered until July or August. Our sales lady called back and informed me that the sofa was already in production and there was nothing they could do but not to worry since we financed it we would have a year to pay for it interest free. The best they could do was restock the tables but we had to keep the sofa. Obviously, I was pretty surprised by the answer but optimistic of my husband's recovery so we let it go and started focusing on my husband's medical needs. May 7th, my husband sadly passed leaving my world shattered and very uncertain. I called back and informed the manager of my husband's passing, offered to provide a death certificate and asked again to cancel this purchase. One would think that given the unique circumstances and being a "family" owned business, they would be able to work with me regarding this sale. Again, I was surprised to have them tell me that the best they could do was charge me a pretty substantial restocking fee and allow me to walk away. So, a significant restocking fee, no furniture, moving and dealing with my husband's death all in the matter of 2 months for a sofa that was not available for delivery until 4 to 5 months after purchase. Now, not wanting to be penalized a couple thousand dollars I have had to dig into funds needed to stay afloat and wait for my house to sell in order to pay for this furniture. Is the sofa beautiful? Absolutely!!! Could they have worked with me? I think most definitely!!! Did they? Absolutely not. My dealings with Wilson Furniture will end with this purchase and I will never recommend this...

This review is a long time coming but better late than never. We went in looking for a couch and loveseat combination. After deciding on a set made of bonded leather, the salesperson then suggested we consider the extra warranty. Because we have two dogs, I specifically asked if the warranty would cover damage caused by the dogs jumping on the couch and piercing it with their nails. I was assured that it would, so we purchased the warranty, which covered both pieces for 5 years. After about a year, both pieces showed signs of damage, and not long after we had several large chunks taken out of the bonded leather cushions. I went through the process of claiming under the warranty, which was a very involved multi-step process involving taking photos in a very specific way and submitting them also in a very specific way, and if you make a mistake, your warranty is void. In any event , my claim was refused, because they told me that while damage caused by pets was covered, a manufacturer's defect was not, despite the fact that the salesperson had told me it was. I now went back to Wilson's for help. No help, no offer to contact the warranty company on my behalf and no offer to replace the pieces even though we were given inaccurate information by the salesperson. I then suggested that perhaps as a small token of goodwill, they could offer to replace the covers on the seat cushions at no charge. The response was that we would have to pay for the new covers, which we eventually did. While ordering the new covers, I asked the admin person to speak with the owner so I could make my case and state my displeasure. Her response was, and I quote: " Oh no, he doesn't deal with customers". As a retail manager myself, I find this response to be unacceptable. So, Wilson's earned several hundred dollars from the sale of the couch, loveseat and extended warranty, and refused to cover the $80 cost of the covers. The lessons: 1- Do not purchase a bonded leather couch as it will break down, 2- Do not purchase an extended warranty unless it is administered by the company itself, 3- Do not purchase anything from Wilson furniture, the salesperson will tell you anything you want to hear to sell an extended warranty, and the store will not help you in any way once the...