FULLHOUSE Modern — Local services in Vancouver

This review is to comment on a poor customer experience with FULLHOUSE Modern.

We've bought several pieces from FULLHOUSE in the last few months and really love their selection of furniture. Recently we bought a new light fixture (floor mode, on sale, but still quite expensive). When we returned home to install the light we noticed that the brass diffuser was badly stained. We contacted FULLHOUSE and were told by the sale representative that they had noticed the stains but were unable to remove them. Unfortunately, this had not been brought to our attention at the time. I mentioned that the condition was unacceptable for a new light at that price point and that I would like to have the part cleaned or replaced.

The owner was put on the phone and promised to send me cleaning instructions. When I suggested that the stains appeared to be permanent (and her own employees were unable to clean them off), and that a replacement of the damaged part would be preferred, the owner became very rude, dismissive and condescending. One minute into the conversation (and after cutting me off at every opportunity) she hung the phone up on me.

UPDATE:

Following a very unprofessional response from the owner to this review (now deleted), FULLHOUSE responded several day later with cleaning instructions and an offer to clean/re-finish the brass diffuser in-house or exchange it for a different one. At this point I had already contacted the manufacturer directly and after shopping around for the right supplies, I successfully re-finished the diffuser myself.

My primary reason for the review is to comment on the negative interaction we had with the owner and the general indifference of the sales representative. Our observation of the owner’s attitude towards customers appears to be consistent with other negative reviews written about FULLHOUSE. I have updated the review from one star to three to reflect that FULLHOUSE did end up making some accommodations to fix the situation and that in the end it was possible to re-finish the diffuser to...

The selection is definitely top notch if you are looking for mid century. Gorgeous pieces, unique and well constructed, keep in mind the price does reflect on this. I had my eyes on a table but decided to pass on it due to the service.

We were politely approached by a gentleman asking if we needed help. We told him we were interested in the table and if there was another one other than the floor model because there were scratches on it. He said that they do have 1 more in the warehouse but they usually sell the showroom one first, then bring in the warehouse one to replace it. I asked if we could see the warehouse one. He said no because it is all wrapped up. I asked can we purchase the warehouse one, and swap it for the floor one if we decided we liked the grain of the showroom one instead. To me there is no loss for their business as we'll be making a purchase of a table anyways. We still would be paying for a table and didn't quite mind about the scratches, we just wanted to choose the wood grain we liked best. He kind of went on about they'll need to assemble it and call us back to pick it up, which we said we had no problem about. We decided to do another walk around the shop before we made our purchase.

The gentleman then walked away and chatted with a woman (the boss) who was nearby and listening to the whole convo. Later he approached us again and said that his boss said that the warehouse one was broken. He said there is only the floor model but he can try to take out the scratches with some oil.

Weird. I thought that the box was all wrapped up? Also, throughout the convo with her being there, she didn't interrupt us to let us know that there was only the floor model left. With him explaining in the beginning that they usually sell the floor model one first, it's hard not to feel that they want to sell the on sale, scratched floor model first before bringing out the warehouse good condition one.

In the end we felt uncomfortable with our experience and decided to search somewhere...

We visited Fullhouse today and were quite impressed with the showroom and the quality of the furniture. We are fully furnishing a brand new botique style townhome. We were pleasantly greeted by a sales person and had a brief discussion to let him know the look we are after. I asked him if they carry Norman Cherner chairs, as he was answering us a woman from across the store loudly said “no. I was delighted the woman behind the counter knew of the designer we were interested in. I approached her and started a conversation, immediately I found her stand off ish, and rude. She attempted to put me in my place by “schooling” me questioning my knowledge of the designer. She stated that his designs were made in Italy. I politely told her that she was probably right as I am not an expert but thought they were based out of the U.S. During our conversation I felt she had no desire to assist us any further and she actually walked away in mid conversation to greet another couple in the store. When I returned to the counter to ask a question about two chairs in the show room she was dismissive, sarcastic and rude, this time mocking me rolling her eyes. Honestly the whole experience was tasteless and less than professional. We will never return to Fullhouse and took our business elsewhere. For the record Norman Cherner was an American designer and his sons run the new company with all designs like the originals entirely built in the USA. I would like to give a shout out to Caylee Scott at Bayside Furniture who was working the floor solo with a store full of “buying” customers. Caylee “managed” a number of sales and still was able to go above and beyond with assisting us with one of our “major”...