By Olga Mikhalchuck on October 18, 2020 Verified by Facebook

Horrible Customer Service!!!

I wish to express my dissatisfaction with the customer service, which was horrible during my purchase of a sofa. On the 25th of September 2020, I purchased a white faux leather sofa. It was delivered on September 26th, 2020 (I gave a 20$ tip to the delivery guys). Given the size of it, I needed help putting it up together and it was only fully assembled on October 6th. To my surprise, at the same day I noticed gray stains on all over the sofa (sitting part, back part, even at the back of the sofa). The next day (October 7th), I immediately called your customer service, where I bought the sofa (Montreal branch on St-Hubert). Once I reached them and told about the issue, they hanged the phone and stopped to answer my calls. After 5 more calls and 2 hours later, I finally managed to reach a woman who is working at this branch). She told me to take the photos of the sofa and send them to her to the meublesloren@hotmail.com stating she will do a follow-up on the next steps.

In the next few days, I did not receive any call back. So finally, I called on October, 8 to learn whether they received my photos and what are the next steps. She even did not check the mailbox before and did it during my call and told me that she would send the photos to the supplier, but it seems that the supplier will exchange it. Then she kept the silence, so I did a couple of follow-ups during the next week and she just told me exactly what she had told on October, 8. Finally, on October 16th, the same lady called me and quite rudely told that the new sofa would be delivered on October 17th and immediately hanged up. The delivery team took my defective sofa and brought up the new sofa. I again gave a 20$ tip to the delivery guys. Shortly after the delivery, I received a call from the customer service lady. She barely gave me the chance of placing a few words and started yelling, speaking loudly and threatened me in bring me to Court. She alleged that I was the one to stain the sofa and shout that I should not sit in blue jeans on a faux leather sofa, and that I would pay for everything, the sofa, the delivery, etc. I tried to explain to her the situation tell her that it was like this from the very beginning and I don’t even wear dark color jeans… She then continued to scream that she will send the sofa for the expertise and call me back next Monday and threatened me again by bringing me to Court and making me pay for everything. Unless this time I can not assemble the sofa that was delivered and touch it at all. I was in shock, never in my entire life I was yelled at by a customer service representative or even accused of fraudulent intentions. Given that you seem to value your customers, I found this incident unacceptable.

I don’t understand how you can tell your customer not to sit on a sofa in jeans and make them feel it’s normal that it stains like it’s their fault if the faux leather was not treated in the way it should. I must say that if there is fault here, it’s on your poor customer service and most likely on the poor quality of the product I’ve received.

I would never advise anybody to buy furniture in this store!

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By Olga Mikhalchuck on October 18, 2020 Verified by Facebook

Horrible Customer Service!!!

I wish to express my dissatisfaction with the customer service, which was horrible during my purchase of a sofa. On the 25th of September 2020, I purchased a white faux leather sofa. It was delivered on September 26th, 2020 (I gave a 20$ tip to the delivery guys). Given the size of it, I needed help putting it up together and it was only fully assembled on October 6th. To my surprise, at the same day I noticed gray stains on all over the sofa (sitting part, back part, even at the back of the sofa). The next day (October 7th), I immediately called your customer service, where I bought the sofa (Montreal branch on St-Hubert). Once I reached them and told about the issue, they hanged the phone and stopped to answer my calls. After 5 more calls and 2 hours later, I finally managed to reach a woman who is working at this branch). She told me to take the photos of the sofa and send them to her to the meublesloren@hotmail.com stating she will do a follow-up on the next steps.

In the next few days, I did not receive any call back. So finally, I called on October, 8 to learn whether they received my photos and what are the next steps. She even did not check the mailbox before and did it during my call and told me that she would send the photos to the supplier, but it seems that the supplier will exchange it. Then she kept the silence, so I did a couple of follow-ups during the next week and she just told me exactly what she had told on October, 8. Finally, on October 16th, the same lady called me and quite rudely told that the new sofa would be delivered on October 17th and immediately hanged up. The delivery team took my defective sofa and brought up the new sofa. I again gave a 20$ tip to the delivery guys. Shortly after the delivery, I received a call from the customer service lady. She barely gave me the chance of placing a few words and started yelling, speaking loudly and threatened me in bring me to Court. She alleged that I was the one to stain the sofa and shout that I should not sit in blue jeans on a faux leather sofa, and that I would pay for everything, the sofa, the delivery, etc. I tried to explain to her the situation tell her that it was like this from the very beginning and I don’t even wear dark color jeans… She then continued to scream that she will send the sofa for the expertise and call me back next Monday and threatened me again by bringing me to Court and making me pay for everything. Unless this time I can not assemble the sofa that was delivered and touch it at all. I was in shock, never in my entire life I was yelled at by a customer service representative or even accused of fraudulent intentions. Given that you seem to value your customers, I found this incident unacceptable.

I don’t understand how you can tell your customer not to sit on a sofa in jeans and make them feel it’s normal that it stains like it’s their fault if the faux leather was not treated in the way it should. I must say that if there is fault here, it’s on your poor customer service and most likely on the poor quality of the product I’ve received.

I would never advise anybody to buy furniture in this store!

Write a Comment