Decorium

We initially made a sectional purchase from Decorium with a warranty package. We were sold on the package when we were told that we will get the value back if the warranty service is not used within a certain amount of time. That time frame expired and was time to claim the full value back of the warranty. They did not make it easy for us to use this credit. We had to mail in request, that was then returned to us and advised that we had to submit in person, when we went to the store, it could not be done on the spot and had to wait a few weeks for approval, etc. We were patient with the process and when it was finally time to claim the credit in store, there were a lot of rules such as purchase needs to reach a certain amount. We were also being charged tax on the credit amount when we were already initially charged tax on the original warranty purchase. Long story short, Decorium was not willing to waive $45 and instead lose $400 on a sale as well as more potential business from a customer. On another note, we were also sent a letter with a promotional discount last year, and when we wanted to take advantage and use the discount in store, again, they did not make it easy, and made up clauses to the promotion, that were clearly not stated anywhere on the letter. I feel that this company works on a win lose business model where customers always get the short end of the stick. I feel that this company is very dishonest and deceitful. I find it entertaining that the CEO of the company responds to a review stating that "We appreciate your business and after 30 years in business we strive for customer satisfaction in all that we do." Clearly that is not the case as I find more customer satisfaction purchasing a $1 coffee at the local coffee shop than dropping $1000s at his establishment. BUYER BEWARE!

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
=======

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.

We bought dining table set for $4000, second piece half price. Great deal. Dining set came, beautiful, second piece never arrived. After 3 months of waiting they offered other set. Long hassle to get back the money for what they did not delivered (story went like: in the process of making, waiting for material, etc.) I call it "virtual reality discount" 1year 3 months later the canadian super tough dining table started to curve up on all corners, like a chinese boat, material defect. Looked in the impressive package we received at shopping. There is no warranty info. Called them, waiting to resolve the issue. ->-> I updated the satisfaction rating, the replacement came as promised after 3 months. Hurrah!

We purchased living and dining room sets on Feb 2014 and they told that we will receive them in 2 months, but they delivered them after 4 months. Cocktail table has a problem and they promised that they would replace it with new one but they only can deliver it after August ( 4 more months!!!) it's not acceptable at all!!! We also had been guaranteed that we will receive the voucher for trip to Vegas after delivery of all sets!! long story short, we went to the store to pick up our vouchers but they told that we are not qualified since we got discount on the furniture. They said you should have notified by our customer service regarding this issue but nobody contact us and they prepared the new invoice without the promotion for us!!!
Very poor customer service!! it's really disappointing when you experience such poor services!! They just said we are sorry that you are not contacted! I would never recommend this store (363 Supertest Rd, North York, ON) because the lack of appropriate and sufficient customer service to any of my friends.

Very nice and good quality furniture without good customer service, it's all I would say!!!

My fiance and I had been shopping for furniture for our new home for SEVERAL months. We had a budget and were doing our best to stick to it. We often clashed when it came to the dining room (I favour lighter, French-inspired pieces, he's more of a dark wood fan), but when I saw the dining room set at Decorium that combined both of our taste, I knew it would be a perfect fit in our home. Decorium went out of their way to work with us and help us get all of the pieces we wanted that fit within our budget. They were able to deliver quickly and efficiently (my thanks to the kind gentlemen who delivered and set up the set for us). We also found a coffee table there that married the rustic yet refined looks we were going for. Thank you Steve for the fantastic service and lovely products. We will definitely be back when we have more rooms to fill!

I just wanted to say thank you very much for the amazing customer service that I have been receiving. The guy who came out to my house was amAzing and so nice and the lady at the service desk had been really sweet and accommodating. Really a pleasure to deal with.
Thanks again.
Tami

I landed on a white lacquer dresser at Decorium that I'd searched for at several stores, but found the one at Decorium best- for design and value. Sales assoc., Adrianna and Owner, Steve Forberg provided exceptional service. I highly recommend this store- especially, for some modern pieces that fall into moderate price range and offer great style!

My husband and I originally purchased a sectional from another distributor and were told the delivery time would be 6 weeks. After waiting over 3 months we contacted Decorium, who carries the same sectional. They helped us figure out what was causing the delay and we ended up transferring the order over to them - they matched the original price and even helped us get our deposit back. When we visited the Supertest Road location we were reassured by how knowledgeable and helpful the team was and the organization of the order process. The sectional came in 5 weeks and it is perfect. Decorium was quick to respond to our unusual need and really went above and beyond to help us out. We could not be more please and will definitely shop there again in the future.

Really poor customer service. We bought a few pieces of furniture for our new condo from this store. The pieces that were in stock arrived in fine condition--although the delivery people left a large cardboard mess in the hallway--but they felt too large in our small space. Knowing they had a final sale policy on delivered items, I knew I couldn't return anything. So instead, I phoned them to request a cancellation on two more pieces that we had ordered but had not yet been delivered. I explained that the pieces simply would not fit into our small condo. On the first call, I was told that my salesperson Renata would call me back to make the arrangements for cancellation. She didn't call me back. So I phoned her again the next day and was able to reach her. I explained my situation and she said that their policy for all items was no returns, but when I pleaded for her to try to do something, anything to help us out--credit, exchange--she said she would talk to her manager and phone me back within an hour. It has been a week now and I have not heard back from her and at this point, I do not expect to. The customer service is just awful; they are not willing to work with you at all. I highly recommend buying your furniture at a store that cares about its customers and has a flexible return policy.
UPDATE: In the end I didn't get any resolution and I just got notified that the chairs that I ordered are ready to be delivered. This, despite trying desperately to cancel the order a month ago. Very, very bad customer (non) service. It's made even more disappointing by the fact that the initial salesperson had been so friendly and gave us the feeling that we could trust her to take care of our needs and not take advantage of us.

When we got home and opened the box, we realized that there were some flaws from the manufacturing process. We informed customer service at Decorium and they immediately ordered us a new one and delivered it to our door for no charge. Great customer service.