Decorium

This is for 2 different locations: Yonge and Summerhill and their downsview location.

I started my Decorium journey at the Yonge/Summerhill location and met Lisba who is terrific.

I just moved into a nearby building that has a 1960s vibe so wanted to buy mid-century modern to make my place fun and funky as well.

The original leather sectional I found online and was available in the store didn't have seat cushions that could be moved around -- I absolutely did not want my "tush" to be permanently molded in one spot after a few months. My current leather sofa has cushions that move around and I was not about to settle for less.

When Lisba explained that it's an overseas manufacturer and they would not be able to have the cushions changed, we went around the store to see other leather sectionals by Canadian manufacturers who could customize the cushions.

I did buy one and realized 24 hours later that it was a contemporary style and not what I actually wanted (midcentury modern).

I believe it was the owner that was in the store the next day (Peter?) and he sent me up to the Downsview location to meet specifically with Adriana G.

Adriana and I spent quite a bit of time going through the catalogues and decided on a Canadian company (Lind).

Since there was no sample for me to see in the showroom, I specifically asked Adriana (just as I had in the Yonge/Summerhill location) if the seat cushions were moveable, and her response was the fabric cushions from the same manufacturer are moveable so the leather ones must be too.

This was a Sunday (at the end of April) and she said she would call me if there are any issues with the seat cushions.

At the end of May or beginning of June I decided to call her just to
double-check that the cushions are indeed moveable.

I also sent her an email to follow up the phone call.

She emailed me back saying that the sectional is ready and that it will be at their store on Friday (June 6th) and that the cushions are NOT moveable.

I asked her to contact the manufacturer before they ship it if they could make the change. Another response followed saing that it's too late.

I told her that I would refuse delivery until this issue is resolved.

As of today's date, she or anyone from Decorium has not contacted me by phone or email.

I spoke to the shipping department on the 6th and also told them I would refuse delivery until we can come to some sort of resolution.

If Lisba remembers me, she will hopefully tell them that I was adamant about the cushions. And I was adamant with Adriana as well, but she says she doesn't remember the conversation.

I haven't heard back from anyone in the company as of today, June 13th.

I also haven't requested a chargeback on my credit card until we can resolve this.

I hope they are willing to send the sofa portion back to the manufacturer to have them adjust the seat cushions. I will be happy to pay a portion of any fees, if they are reasonable.

As a small business person myself, I understand issues arise from time to time, and I will be fair with them if they are with me.

I'll give them until the end of June to contact me for a resolution and thereafter will request a chargeback if no one contacts me prior to that date.

I also purchased bedroom furniture at the same time.

The white glove service for the bedroom was very nice. They unpacked everything and took away 99% of the packaging.

The next day when I went to dust the bedroom, I noticed a good size chip on the headboard and a few dings on the dresser. If this were a lower-priced Swedish purchase, I would have let it go at that, but since this isn't supposed to be poor quality, I contacted customer service (Kashia) with photos and am satisfied how they are managing the issues thus far.

I decided to wait until I get the living room furniture before they send their technician to inspect the chips and dings.

The only reason I'm giving them 5 out of 10 is that, for the price I'm paying, I'm not getting real wood: the bedroom at $4000 is chip board, with perhaps some wood in the drawers.

UPDATE
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It doesn't look like Homestars allows us to follow up with responses so I just want to add an update as of September 2, 2014. I still don't have a fixed bed or the sectional, both purchased approx. at the end of April, 2014. I hope Homestars allows this update.