St. Jacobs Furniture House — Local services in Woolwich

Hello anyone who would consider ordering furniture from St Jacob's Furniture House. This is my personal experience that I wish to share- I don't normally give negative feedback but I feel strongly the customer service was lacking. We ordered our dream couch on the long weekend in Sept 2024 and put a significant deposit to have this couch made by a Canadian manufacturer. At the time of deposit, we were told by our sales rep Agnes this couch would arrive in 8 to 10 weeks. Mid November, I contacted the store and was told someone would call back to update me on the progress of the couch. No call I called again and was told by Agnes the manufacturer has just received the material, and this order will be another 3 weeks minimum. 3 weeks passed and no call or update from St Jacob's Furniture staff as requested by me. I called the store and spoke to a gentleman who advised me there has been ALOT of complaints about this particular manufacturer as they are a small company. Long discussion short he basically said nothing they can do - I suggested waiving the delivery fee when the couch does arrive. The couch was eventually delivered near end of December and to my shock when I arrived home to see the couch there were no cushions. I called the store to inquire and was told I would get a call back from a manager and .... No call. Today on Jan 28/2025 I once again called to inquire about said cushions and was told they might be coming this week or maybe next week and I will receive a call when I could pick them up. Again, I suggested possibly a delivery would be great customer service considering and was told nope sorry we don't do this.

I do love my new couch, and the delivery men were fabulous as far as ever going back......not me and my advise would be not to order from St. Jacob's furniture if you have and customer service expectations. Unfortunately for me I don't feel I can shop...

St Jacob Furniture House has a good furniture collection with a very poor customer service and a broken business procedure. As soon as they take your money, they neither update you about the order status nor return your call. It’s a trap. Avoid buying from this business or you’ll REGRET both your money and time. PLEASE READ MY EXPERIENCE BELOW, or you will feel as frustrated in the future as I’m now.

The order for my first home was placed in late February. I was given one piece of the order and was told the rest would be ready to pick up at the latest in 4 weeks. I didn’t want to buy something that would take months to be delivered. They insisted it’s not gonna be later than 4 weeks and their expectation is 2 weeks.

4 weeks passed and no phone calls. We reached out, and they said they don’t know and asked us not to call earlier than 2 more weeks.

Called again after two weeks. No prospect for fulfilling the order. I was told to follow up in a week.

Called again after a week. The manager answered the phone and told us she would call the warehouse to check the order status. She said to expect a call back soon. She never called back.

A week later, we called again to see what happened. Somebody answered the phone and said the manager was busy. She got our information and phone number. She said the manager will call us. She never did.

A week later, we sent a formal letter with a legal notice that if they don’t fulfill the order, we would ask consumer protection agencies. Didn’t bother to respond to the letter.

I feel very frustrated. They ruined the excitement of the first home for me and my wife. I will never buy from local stores like St. Jacobs Furniture House, and I suggest...

I can't even begin to say what a disaster our experiences have been.

1. quoted for an entertainment centre, when we ordered it they jacked up the price by approx 1,000. Would not honour the original quote.

2. because of covid things were delayed, even though we ordered in may ish and were told these were available. We were never updated about this at all until I went in to pay the balance of my bill a few weeks before they were supposed to deliver. They processed the 5+k and then said by the way most of your furniture (approx 11k) won't be arriving for a month +.

3. Constantly told they will call back and everything was a constant fight.

4. Even after all these issues, we gave them another opportunity to make things right by ordering a hallway bench. ( It came marked up on the arms and I wouldn't accept it. )This was months ago and I swear I paid in full for it, but I can't find the transaction. Again told by the manager she would call back. Fast forward to today and I called, told her I couldn't find the transaction so I guess I didn't pay, but weren't you going to call? Says I was supposed to. Just refund the credit that is on my account.

Considering this is not a big box store, their customer service is severely lacking. I could double the size of this post about all the incompetence but I think this is enough.

Never will I ever step foot in that store again. We have been loyal customers, always coming back, but never...