Stickley Furniture — Local services in Town of Greenburgh

An absolutely unconscionable lack of service and utter incompetence from this location.

As background, we own what must be $10-15K of Stickley furniture over the past 15 or so years, most purchased from the White Plains store.

Back in mid-Feb 2022, my Stickley wedding mantel clock stopped working. I contacted Stickley HQ in Syracuse to see if a new clock mechanism could be purchased, and they said yes, but I needed to work thru the White Plains store to order a new one. I called at least 4 times since then, and spoke to at least 4 different people including Colleen Muccia, the manager, each of whom said they would get back to me with availability and cost, and not one did. Finally, I had HQ call the White Plains store to "encourage action", and on March 1st, got the "courtesy" of a response.

A new mechanism was ordered, and unfortunately, didn’t fit, as my clock was older, and the manufacturer changed mechanisms. Fair enough. I reached back out with photos of the old non-working mechanism, and the new one we rec’d, and Mark at HQ in Syracuse (who has been helpful and responsive) said he was not aware the clock was the older model, and that I needed a new mounting bracket and clock face to adapt the new mechanism to the old case.

That was passed along to White Plains in early May. I was invoiced for the part, and told it would be shipped, and at that communication stopped. Weeks went by. I’ve sent at least 5 emails to Colleen the "sales person" as well as a "manager" who can't manage, who apparently is too busy to even reply or respond. And, when I call, she’s not in, and apparently has no manager or supervisor either, so there is no one to escalate to or speak to. I can only leave a message, which (surprise!) gets no response or reply, either! I suppose when you fancy yourself some sort of “designer”, dealing with mundane stuff like servicing customers is beneath you.

Today, having gotten no response, a box finally showed up. Hooray! I figured it was finally time to get the clock running again after 4 months, and…..the what was shipped was wrong!

I’ve finally been able to end run around the incompetence and unconcern in White Plains, and got Mark at Stickley HQ ship me the correct parts directly.

I will never deal with the White Plains store again. If you want to be valued as a customer, or receive any customer service after your big purchase is done and they've moved on to someone else, I’d recommend you avoid them at all...

What a wonderful experience working with Diane Fox at Stickley! I felt like I hired my own personal interior designer because she took the time “before” our appointment to gather as much info from me as possible.....i.e. pictures of my home decor, floor plans, styles I like, etc. By the time I actually went to the Flagship store in White Plains, NY and met with Diane, I was excited to finally see all the sectional sofas in person. The minute I walked into the store I was blown away with the quality of the furniture and just knew that I had picked the right company to be ordering my sofa from. Mind you, I’ve been researching sectionals for the past three years and based on all the good reviews I’ve read in blogs, I was excited to finally be purchasing the Rolls Royce of sofas. In any case, my experience with Diane and Stickley was wonderful, especially because she took the time to educate us on their sectionals, as well as show us exactly what he had in mind. Also, I am in need of a new rug and Stickley is having a sale the beginning of June so I plan on going back for yet another...

While I love the end product the wait time is horrendous. I purchased 6 dining chairs in September with a estimated delivery of date of 8 weeks. I received them in 15 weeks. Two weeks after the dining chairs (Oct 17), I placed an order for counter stools, also with an estimated delivery date of 8 weeks. To date (Feb 18), I have not received them (almost 18 weeks and counting). I don't question the quality or beauty of my furniture and I am patient enough to wait. But full disclosure should have been communicated when placing the order. Numerous phone calls and emails to the store yield the same stock responses: weather, computer issues, COVID, they should be in this week, they should be in next week. Bottom line, if there was full transparency of the delayed production time when ordering, this would have been a 5 star review. I can understand the fear of losing a sale by being upfront when advising of a 16-20 week delivery time, so the answer to that is fix the lag time. But honestly what you need to do is stop stringing your (high) paying...