Dufresne Furniture & Appliances Store — Local services in Thunder Bay

We bought a Fridge, Stove, Microwave, and Dishwasher, dryer, washer and king size mattress Nov 2020. Sales Valerie Fraser, included white glove delivery service and recommended for use to purchase an extended warranty(630+tax), so if ever an issue a technician would come to our home and repair it or the item would be replaced at no cost. In the middle of renovations so they would hold in storage for us until we would be ready. In April 2021, we called and were told they don’t deliver outside of the service area and that our stove was no longer available. The warehouse stated no white glove service.

We called frequently until end of July 2021 would always say someone will call back but never did until the end of July after I had talked to the manufacturer (LG) numerous times about this dishwasher and stated the documents were sent June 2021. Now an email (Valerie) stating the unit was now $300 more.

Into the store, Aug 2021, met up with the sales supervisor, Joe, who stated it was above his level and got us to talk with the service manager, a woman named Sharron. She came to the counter, unprofessional, as a good supervisor would take a person into their office to minimise the issue, and began a confrontational discussion that all could hear. Telling us that all things had increased in price and that we had to simply pay the difference and the extended warranty that would not start until April 2022 was not refundable. In speaking with LG, Dufrenes was credited the amount we paid for the dishwasher (800+tax) but would only pass on the amount, if you returned the product and bought another at an increased price even though LG stated that it made no difference to them as the item was defective. So frustrated with zero customer service, lying sales consultants and when asking to speak to the manager/owner of the store for this duration issue to no avail, we left the store. So now the store has gained not only the monies for the extended insurance but has kept our monies from LG. Manager Robeert Coffey doesnt want to deal with the issue and is ignoring us. If he does not respond soon, the only recourse after the BBB hit a brick wall is for small claims court. Hopefully, they reach out and do the correct thing!!! Very Corrupt business in...

Very disappointed with the so called "service" at Dufresne Furniture in Thunder Bay. We had ordered 2 leather recliners and 2 leather love seats. After 4 years, we noticed that the recliners were starting to peel. We called Dufresne and spoke with Sharon, after going back and forth with her on the state of our chairs, she said that we had purchased "bonded leather", so therefore that's why the recliners were peeling. We told her when we spoke to the the sales manager Jason, we had requested "leather" recliners as we had ordered leather for the love seats as well. Why would we order bonded leather for the recliners and leather for the love seats!! We spend a lot of time on this furniture, we told Jason that we even wanted an "upgrade" on the leather because of the use that these chairs would get. Sharon said that this was a conversation we had with the salesperson so there was no way they could verify what we discussed with Jason the sales manager as being true. We tried reaching out to the store manager Rob, he never met with us and dodged us as much as he could, he also had his staff run interference for him, never returning phone calls etc. After months had gone by, it was suggested that maybe we should contact Dufresne Canada to see what they could do. After speaking with them they said too much time had passed and there wasn't anything they could do about it. Talk about getting the run around!! So we are stuck with recliners that peel and look absolutely awful, we paid over $6000 for this furniture, plus we paid for an extended warranty, what a waste of money!! Buyer beware at Dufresne Furniture in Thunder Bay!! Their moto is "A Better Experience", for us, it was anything but, more like a nightmare! For anyone who buys anything at Dufresne Furniture in Thunder Bay, I hope you NEVER have to rely on their service, because it's...

Buyer beware. Don’t buy the floor model kitchen aid dishwasher in white at Dufresne. It’s frame is bent and the tub is dented or at least get a discount. How do I know this? We had returned a white kitchen aid dishwasher that had a damaged tub and bent frame and asked for a new one to be reordered, Sharon wouldn’t offer a discount because they could sell it as a floor model (WHAT??). I also asked for the store owner, Rob to call me and he didn’t. After waiting about a month and a half we got a call this week from the same manager that it was discontinued, but she offered us a floor model if we wanted it. We thought that was weird if there was a floor model why have we been waiting 5 months? So long story short we went to Dufresne to see the item. I asked for it to be pulled out so I can check the back and low and behold it was the same damaged machine!!. We asked for our money back. no apologies from Dufresne about trying to sell us the same damaged dishwasher we returned! MESSED UP!! This last day we stepped in the store, the wheelchair accessible buttons did not work for my elderly mother who has a cane and overheard an elder at the front desk say they hadn’t worked for two years. The communication from mngt didn’t offer any apologies, not one. The owner and supervisors/managers/finance should not be in this business if they don’t have basic customer skills. I can’t describe the disbelief of poor service at every step to the last day, and no evidence of hiding it!! That’s the kicker! when we were left at the counter by the brunette not telling us our transaction was complete and that we could leave was definitely a WOW factor. Again not one sorry or apology of any kind. This is not “a better experience”. if better experience means feeling like being punched in the gut repeatedly, no thanks!...