Cantoni — Local services in Farmers Branch

As a long term customer of for over 20 years, I will never spend another dollar at Cantoni.

This business has the worst customer service in the furniture industry, not to mention High dollar store.

I have spent thousands of dollars with Cantoni and after my experience today with the service department and the General Manager (Richard Banone) I am walking with my wallet and I hope everyone that reads this does the same.

Never mind the number of items I have purchased over the past 20 years, and irregardless of the fact that I have a current order pending delivery from Italy.

I had a friend drop off a black leather electric recliner that I purchased years ago. The chair is in like new condition, but the motor has gone out and the chair no longer reclines. It is a simple Motor replacement. I also never questioned anything about a warranty because I know the chair is no longer under warranty. I just wanted Cantoni to replace the motor and tell me how much I owed them.

The service department told my friend they could not accept the chair because they no longer carried that manufacturers And therefore; could not get parts.

After I got the call from my friends, I called Cantoni as my friends had the chair on a flat bed trailer as they headed to their lake house for the weekend.

The woman I initially spoke with and whom I have actually purchased furniture from, told me the same thing she had told my friends. I said: “look, I don’t care that the part is not from the manufacturer of the chair. It is a simple motor replacement.”

I got no where with her and asked her to transfer me to the general manager. This is when I had the misfortune of speaking to Mr. Babone (I guessed at the spelling?)

He basically told me he agreed with me that this should be simple, but without approval from the owner he could not accept the chair.

He told me he would reach out to the Owner and call me back.

He did not call me, but I later was told he called my wife and when she called back, he was in a meeting. The same response I received each time I called.

If the GM isn’t authorized to error in favor of the customer, this business truly does not understand the lifetime value of a customer and they have lost, this long term customer forever. I may not be able to change the manager or owners mind about service, but in this day and age of open communication, I certainly can share my experience with the world.

I am also not your average customer, I am the former CEO of a very large publicly traded service related business. Yes, I am somewhat of a service expert and the owners of this business clearly are in the wrong business because standing by what you sell doesn’t mean or say “as long as we carry the manufacturer in the small print”

Buyer be ware and stay away...

Where do I begin with this company. My husband and I just relocated to Dallas from the North East just 3 weeks ago, we are shopping for furniture for our new empty nester's pad. We went to Zuri, Euro Modern Living, Roche BoBois and a host of other stores. In the end we settled on Cantoni. I found a beautiful sectional in the warehouse that we immediately fell in love with and purchased. Today it was delivered, but unfortunately we ordered the chaise on the wrong side. We had two of the most polite, professional and friendly delivery technicians assist us. Chris Anderson and Chris Robinson are AMAZING, did I say AWESOME!!! I might just buy more pieces from Cantoni if they can deliver it, no just kidding. They are Rock Stars..... They brought the sectional into a very narrow entry way, then up 18 flights of stairs, and set it up. Then we realized it did not fit our space so they had to rewrap it and take it back down stairs to the truck. Even if we had kept the sectional, they were SUPER AMAZING and RESPECTFUL to have in our home. I'm hoping they will be the same technicians to deliver the next sectional.

Now we are waiting for Julie to schedule the delivery of my sectional with the chaise on the other side. I'm praying she can get it to us THIS WEEK. Julie thanks for being so helpful and accommodating with this order. Superb Customer Service from Chris, Chris, Julie...

Run as fast as you can from this store, I am going to save you the headache of trying to deal with a horrible company who just wants to take your money. We unfortunately went through Cantoni to purchase a Sub Zero Fridge, WORST MISTAKE EVER! We paid over $20,000, waited almost 20 months to then find out Cantoni ordered the wrong item. The replacement item then came damaged and after numerous attempts to try and work with Cantoni we requested a return. They of course passed it off and said Sub Zero would handle it. Well, the order was purchased directly through Cantoni as Sub Zero does not sell to the customer. Six months later we are still dealing with this and Cantoni has ignored our request to return. Management at Cantoni is terrible, customer service does not exist and hopefully someday karma will...