Arrow Furniture — Local services in Toronto

Nice store, beautiful furniture. My husband, son and I went to Arrow furniture today Feb 18th, just around 4PM. We were looking for a bed frame for our son's room. We were approached by an older woman who introduced herself as Jane. She asked if it was the first time we were in the store and what we were looking for. She then said that if we had any questions she's here. Initially, I thought, lovely! We'll be left alone to look around. We made our way through the store looking at bed frames. I was asking my son which one he liked etc.One caught my eye and we went to have a closer look, out of no where Jane approached, obviously she had been following us. She jump right in the conversation with "Oh you don't want this one, there's a better quality one over there" she then ushered me to another bed. I agreed it was a nicer one. There I was discussing with my son and husband the possibilities, talking about my sons room and how it'll look etc.We walked on to look at another bed frame Jane on our tail again. At this point she was becoming annoying so much so to the point that she wouldn't leave us alone to look around or even talk about the choices. She approached yet again, offering to show us another bed, eavesdropping on our conversation. Trying to remain polite, I let her show us another bed that she stated was solid wood. I very much liked that one. Jane hearing me tell my son I like the mattress as well advised him to lie on it as he would on his bed at home. I told him to take his shoes off and try it. He did. Jane then offered advice I never asked for. She said that wasn't a good mattress for my son's spine as he was growing. I told her he was 18 so well grown. In a very pushy manner she then said let me show you a good mattress. At this point I'm thinking I'm not here to buy a mattress, I'm here to look for a bed frame. When I saw the mattress she recommended, I told her we had one like it on our king bed at home and I didn't like it. That was when Jane impatiently slammed the clip board she was carrying in her hands on the other bed she was sitting on across from us. I was horrified at her lack of customer service skills and rudeness. I told her I wasn't there to purchase a mattress and even if I wanted one I could buy it elsewhere. She got up and mumbled something to another older employee with a cane. First off, Jane hounded us throughout the entire store, we had no space, privacy or a chance to discuss a possible purchase among ourselves. While we saw 3 bed frames we really liked, we just wanted to get out the store. It was an extremely unpleasant and uncomfortable experience for us. I also asked about the linens on the beds. They were pretty and I wanted to know if they were sold in sets at the store. Jane told me yes but the linens were too expensive and said "you don't want to buy that here". Funny that she was concerned about cost while trying to sell me a mattress I wasn't looking for. I have given a 3 star because I believe Jane's attitude shows a lack of customer service skills and she certainly has no manners and patience. We will be back as we want the storage bed and I hope our experience will be a better one then. I recommend customer service training, and please leave customers alone to decide for themselves what it is that they want. Advice will be...

After leaving a positive review with this store, I found myself reconsidering as new events arose. Richard was great to deal with when we were shopping at the store, and Rachel was a great help when scheduling a follow up for issues we had experienced with the furniture we purchased. However, my girlfriend and I are truly disappointed with the post-support after our purchase.

We had purchased a bench and two chairs to go with our island. The bench had some irregularities in the wood we were concerned would lead to bigger issues down the line i.e. sharp edges, as well as, the faux-leather fabric was loose on one corner. One of the chairs had similar irregularities in the wood as well. We had gotten such great service at the store we were hopeful that they could help either replace or fix the problems. After contacting the store, they told us that our replacement bench would be properly examined and verified to be in good condition prior to sending us the replacement. Along with the replacement bench, they informed us a technician would be visiting us to help repair the chair as well. The “technician” they sent to our home (I believe his name was Darcy?), was unprofessional and lacked some tact. He came into our home in a haughty manner, took off his shoes and dropped his jacket on the floor. He focused on the job at hand – which was great, but we found the quality of work could have been better. Arrow should reconsider sending someone with better customer service skills to interact with their customers.

Soon after we received the replacement bench, we noticed more issues arise. There was a bubble in the wood on the bench backrest and after the footrest fell off, we discovered a small yet pivotal screw was missing. The bench we had been told was thoroughly “verified” to be in good condition prior to being sent to us, clearly, was not. At the point of my first inspection, when the bench was dropped off, everything looked fine. In our opinion, the “polished” job Darcy left can be rated as fair. As for the bench, we wonder if our replacement furniture is now worse than its predecessor.

Buyer beware, when you purchase furniture from this place, you will not have the opportunity to inspect it prior to delivery, so you may experience some of the same issues. We were so excited with the great service and deal we received, and the purchase we made overall, we were going to buy more furniture from here. However, after all the issues/experiences to-date, I don’t think we will be returning or referring friends and family to this...

Mission Impossible made possible

This review covers various aspects of our recent purchase at Arrow furniture. After looking at various places for a sofa and available fabric choices, we finally decided to go with a beautiful sofa at Arrow Furniture. Looking through their collection of fabrics and various options, we finalized our selection, paid the deposit, and obtained a tentative delivery date. We were contacted much earlier than the actual delivery date that the sofas are ready – this was great. With past experience, usually manufacturers take beyond the original promised date, but with Arrow, it was early. On the delivery date there were some issues fitting the items through our main door and up the stairs. The delivery team did everything they could – but physically it was not possible to take the items to designated location. They were forced to take the sofas back to the shop. Over the next 3 weeks the management team were in close contact with my wife and I to figure out what we can do to solve this issue. This is where one of the managers, Israel stepped up and went beyond his duty to help us solve this situation. Conversations went back and forth between us, him, and the manufacturer. We went as far a potential solution to disassemble and reassemble the sofa at our house. It did sound like much work and very invasive – but we were ready for anything. Until the idea of taking the sofa through a window on the second floor, over the roof of our garage came to mind. With an open mind, Israel accepted to review and analyze the idea. After some measurements and pictures – the decision was made.

He and a very professional team of guys showed up on time for the Mission Impossible move. From wearing a suit in the office to plain cloths on the roof – he helped make this happen. The sofa was pushed from the truck onto the roof and then into kitchen, and into the living room. Without damage to the sofa or the house.

The team were nice enough to help us with moving our current sofa set to the ground floor.

All this happened with a smile and no harsh words and people being upset. Thanks to Israel and his team, this mission was made possible. We would love to go back to Arrow and deal with Israel and his team again and would recommend to others as...