If I could give 0 stars I would. I am a first time home owner and first time sofa/sectional buyer. I ordered a custom sectional back in July. I live in the city and have a duplex down, which I both told my sales person via email, in person, and via text. She also had the actual listing with a floor plan showing the sectional was going down a set of stairs. No where along the way had she asked me to measure the width of my stairs or height of the opening to the downstairs, which is something the sales people in the city are supposed to do I’ve now learned. So, if course, when they came to deliver my sectional they brought in the longest piece first and without even attempting to bring it down the stairs, they said it wouldn’t fit. They didn’t try to take the other 2 smaller pieces down, which now is something they definitely should’ve done, and told me they were sure they wouldn’t be a problem.
At first, I was presented by customer service with 2 options - take off one arm of the long piece and have it reattached once in place or reselect a replacement piece for free. I opted, despite the frustration of knowing I would have to wait an additional 3 months, to reselect for free as if I ever went to move I would have to pay for someone to come and detach the arm and reattach it in my new home at a cost to me. Then, a few days later, was told I would need to order an entirely new sectional as the furniture maker did not have more of the specific lot of fabric anymore. I was obviously more than upset at this point, but just wanted some forward motion, so I emailed the furniture maker directly to see if they could help expedite the timeline of the reorder some. To my surprise, they asked if Walter E Smithe would simply take a small piece of fabric off the piece and ship it to them to match. After an additional 3 day wait for an answer, I was told they couldn’t, or rather, wouldn’t as they wouldn’t be able to sell my sectional incomplete on the floor (all while telling me they’re losing money on this whole deal, but really are double dipping on profit).
Despite my incredible frustration, I decided to move forward with reordering and was passed to a store manager from where I ordered. I spoke to him and he agreed to come to my house to do measurements to confirm all of the pieces would fit with dispatch. Before he could, however, he unfortunately took ill and passed it along to an asst. store manager who NEVER contacted me and the store couldn’t get ahold of him either. I had to bother the sick store manager to have the general sales manager finally contact me after almost a week from when I first spoke with the store manager. She came to my house, took the
measurements and we discussed what I wanted to order as a replacement piece (the piece I chose is 23” shorter than the ordinal piece) and said the store manager was working from home and would be in touch.
Fast forward 3 days, and I’m now being told that dispatch feels my only option is to do the take apart that I already said no to 3 weeks ago and won’t confirm if the other pieces I had originally ordered that they didn’t attempt to bring down the stairs will fit. They have sent numerous mixed messages and are not clear on what will/won’t fit since it was originally just needing to remove an arm off of an 85” piece and now they are unsure if any other 3 pieces I want to reorder will fit!
After 3 weeks of being jerked around by dispatch, customer service I am unfortunately no closer to having a sectional in my space. They refuse to refund me despite all of my challenges and their poor customer service from start to finish since it was custom ordered. I regret ever deciding to purchase from them and will never...
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