Millington Lockwood Inc — Local services in Town of Cheektowaga

I reached out to Millington Lockwood to acquire new fabric I could install on my chair. Drawn by their prompt and informative response, I agreed with their recommendation to have their technicians perform the work to mitigate risk of damage. Initially, I was impressed by their professionalism and the ease of selecting materials and making arrangements, even as I had a slight preference for DIY work. Their assurance of a 2–3-day completion time seemed reasonable and convinced me to entrust the job to their certified technicians.

The early stages of the process went smoothly, with my parts ordered and my chair dropped off at my leisure. This positive start, however, took a downturn due to unexpected delays. First, a technician's illness and subsequent delays in communication disrupted the promised timeline. Although offered a loaner chair, I declined, hoping for a quick resolution that did not materialize. As days turned into weeks, my patience waned as my attempts to coordinate pickup around my busy schedule of midterms and work were further complicated by a lack of updates and the disconcerting news that my chair had been mistakenly delivered to another customer. This mistake not only prolonged the wait but also introduced uncertainty over the chair's whereabouts on the day planned for pickup.

The anticipation of a simple and swift service transformed into frustration over the mishandling of my request. Despite the quality of the completed work—which I do appreciate and thank the technician who completed it—the overall experience was marred by the service lapses. The final interaction, lacking in empathy or any gesture of goodwill for the inconvenience caused, left me feeling undervalued as a customer even with the expectation of being undervalued for the small scale of work I requested.

Reflecting on the entire ordeal, the initial promise of a seamless service for a seemingly minor job was overshadowed by operational mishaps and underwhelming communication. This was something important to me and I was thrilled to be able to accomplish it, but at the end it was difficult to feel anything but dejected and mostly disappointed. Although the final product met my expectations in terms of quality, the journey there tainted my overall satisfaction, making me hesitant to recommend Millington Lockwood for...

The owner, Michael, worked with me to customize two Aeron chairs (one for me and one for my mom). Michael and his staff were incredibly helpful, friendly, and knowledgeable and the chairs are exactly what we were hoping for. They were delivered in the time window given and with no damage. This is a great company that carries amazing modern furniture. I will definitely go back for any...

Millington Lockwood and their employees are a pleasure to work with. Customer service is definitely a priority for them. Employees go out of their way to assist even three years after purchase. They are quick to answer all concerns and will work with you to achieve your business needs. Love...