Stickley Furniture — Local services in Superior

I have been a loyal customer of Stickley for many years having purchased two bedroom sets, 2 Morris chairs, a rocking chair, an accent table and a desk set. I have always admired the craftsmanship and customer service. Unfortunately, my latest experience has led me to abandon them for any future furniture purchases.

On May 30th of this year I ordered a desk and chair from their sales associate Susanne. At that time, I mentioned that the dresser I ordered last year had a small faded spot (the size of a quarter) and could they send one of their technicians to repair it. In the past, Stickley had been very accommodating in sending out a technician two different times to stain a part of the headboard that had pulled away from the center piece revealing bare wood on a different bedroom set I had purchased in 2013. Susanne asked me to send a picture which I did on June 15th.

I response, I received the following from Susanne:

Ok - I put in a request to send a tech to you. I am not sure what the ETA is, as things have been changing a bit, but you should get a call fairly soon I would think. If you don't hear anything this week, will you let me know? I don't get updates for service issues, so I will not know when they get in touch with you. It is under warranty, too btw. :-)

Fast forward two moths ad Susanne called to tell me my desk was en route. I mentioned that I never heard from their technician and she said she would check on it.

Yesterday, I received an email from Susanne saying:

I can send our manager to come inspect it for you - if it is a warranty thing, he would need to see it first. Or, I can send a referral for a repair tech. I know that we had the photos before, but corporate is requesting inspection before we send out techs. now. (Things are always changing) it's all been a bit nutty since reopening, so I think the original request was probably lost in the shuffle. Sorry about that -

I responded that I found it shocking that after having spent so much with them (I'm guessing $30k). And really that should not even matter, the amount I spent on the dresser or anyone spends on one of their dressers would justify them coming out to repair a minor imperfection that they have a picture of. I fully expected the response to be that they would send somebody out, but no, instead I get this response:

It’s always been our policy to inspect the item before determining how to correct it. The difference now is that we have lost both of our technicians recently, and have to determine if this a piece that can be repaired on site or brought to the store, as well as if it is a warranty issue. Things have changed greatly for us over the last six months, and we are doing our best to work through it.

Let me know if you’d like to proceed, and I’ll get things arranged.

What!!! - I know this not to be true as they have previously sent out technicians to repair furniture as noted above.

I almost could stomach them saying that the policy had changed and they would immediately get their manager out to inspect and repair. However, I find a response that is patently untrue a violation of trust.

Sorry Stickley, our...

The furniture is beautiful, customer service not great. We purchased a bed, and paid in full on date of purchase. We were told that due to the pandemic, it would be probably 12 weeks until the order was completed, which was fine. Mary Kay also told us she would check in after 6 weeks or so. Never heard from her again. After 8 weeks, I reached out, and was told that our bed was ready, but was being held due to some $300ish charge, and that it would be released to delivery as soon as we paid it. I asked what the charge was for, and he looked and was able to determine that she forgot to add the tax on. So who knows how long our bed was ready, or how long it would have sat there if we had not called. Delivery was a mess, too. I know they subcontract that out, but we had to continually contact them after we were told it would be delivered the next week, but they never reached out. We called trying to see when our bed would be delivered 4 times, and they did not contact us prior to delivery as we had been assured they would. They also delivered outside of the (finally) assigned delivery window. Luckily, we were home.

We own some other pieces that were purchased when they were at their previous location by Flatirons Crossing, and the service was better. We will just shop at the Englewood location going forward. Maybe Mary Kay's attitude was that we were just spending only $7000 on a bed, instead of redoing a whole house, so we were just small potatoes.

All said, the bed is beautiful, as are most of their pieces. They have a lot more contemporary furniture, and we lean more towards the traditional Craftsman/Arts & Crafts/ Mission styles, but there really is something for everyone. Except those on a strict budget. But, you get what you pay for, and all our pieces have, and will continue...

We have two wingback chairs that are showing their age. Our son, visiting from out of state, saw a Stickley ad in a newspaper and said we needed to go to the new store only about 6 miles away. He has many Stickley pieces in his home in MN, even more than we have. Our intent, getting two recliners that were trim in size, yet very comfortable. We were warmly and sincerely greeted by Susanne Sibley and she gave us a thorough tour of the available inventory of what we wanted.

We actually settled on two Hancock and Moore 1080-PR Sami Power Recliners which are the exact size we wanted and very comfortable and recline smoothly and easily. We took 3 leather samples home to pick the best match for our leather sofa. Went back two days later and Susanne wrote up the order. Smooth, seamless and a pleasant experience for two seniors in their (very) late 80's. Don King 4475 Osage Dr....