I bought 2 bar stools, brought them home, find out that I needed counter stools. I phoned them immediately to see if we could exchanged them. They offered me to bring them back so they could cut/adjust the height. After 1 week I had the proper size stools. Very happy with the product and customer service.
I can't thank Joanna and her team enough for decorating our 2010 National Home Show booth this past Feb 19-28. We had so many people stopping to check out their gorgeous pieces. From the sleek console (I want it), to the classy yet casual expandable dining room table with very comfortable red wine Euro chairs - we really had a great spot to talk to the thousands of homeowners that came by. We had a hard time getting some people to leave!
If you want to have your space made into WOW go see Joanna at Roomy Interiors. She's a very warm and approachable lady who has great taste and a cool store on King Street east.
Thanks again Joanna!
Did a consultation with Roomy regarding a full furnishing of a new condo. Consultant was extremely helpful and provided multiple ideas for a very small space. Provided furniture ideas and a budget that met our needs. Fantastic understanding of out needs.
I wanted to share a tale about a floor model couch purchase.
Let me first explain that I am not your typical "complainer". Now don't get me wrong, I do "complain" but I like to think that it's rooted in reason. And I expect good service. If I receive it, I am sure to compliment. And if I love my purchase, I will become one of the biggest champions of a store. I tell everyone. By the same token, if I receive poor service and am left dissatisfied, I like to share my stories with people as well, in the hopes that they can learn from them and avoid making the same mistakes I did.
This story began about 6 weeks ago. Gints and I had been in our new house for only a week and quickly realized that we weren't going to be able to live here long without a couch. That very first weekend, August 30, we headed over to King East to hunt down a sofa. We were desperate for something - anything - that we could get immediately, but still love. We saw a lovely grey sectional couch at Roomy Interiors (www.roomy.ca). It was multi-functional with a pull out bed on one couch and storage under the other. It actually inspired my new decorating philosophy - whatever we buy must serve at least two purposes. This was a couch, a bed and storage. But it was stunning, although a little pricier than we expected but it was a floor model (i.e. slightly used), so we could get it right away...or so we thought.
While paying for our purchase, they informed us that because it was a floor model we were required to pay the full amount ($4000 including taxes) that day, but that we couldn't have the couch delivered for 2-3 weeks. They were waiting for the new floor model to come in to replace the one we had bought. We shouldn't have paid, we should have agreed to 50% at the time of purchase and another 50% upon delivery. But we didn't and we've learned. We expressed a serious desire for the couch, i.e. "If there's any way we can get it sooner, we'd really appreciate it...we have no seating."
You see, this was the first of many pieces of furniture that Gints and I were buying. We still needed: bed, dining table & chairs, another couch, couple of living room chairs...We liked Roomy, and could have found some additional pieces there. But because of the process and lack of customer service, we won't.
About 2.5 weeks after purchase/payment (Tuesday September 16), I called Roomy to confirm that we were on track for a Saturday delivery. No one returned my call that day, so I sent an email as well. The following day someone called me back to explain that they were following up with the supplier/delivery truck and would have an update for me. They would call me back that day (Sept. 17) no matter what. No one called. September 18, I received a voicemail, explaining that they would be a few days late with delivery. So, it would be more like 3-4 weeks from purchase, rather than the 2-3 weeks that were promised. I called back explaining that I was disappointed to hear that and that I wasn't happy about it, especially since we'd paid 100% two and a half weeks earlier. Seriously, there was over $4000 sitting on my VISA, for a couch I couldn't sit on, with no very good reason. It's not my fault they needed something to put in the store window over the weekend. The only response I received was "It's store policy to pay for floor models in full". No explanation and really, no sense of sincerity.
Below following is the email exchange that transpired. I wanted to share this with you, because I feel that people should know what they are getting into when purchasing a floor model couch and it's important to know the right questions to ask and to decide whether or not you should pay in full for an item that you don't get to take with you or have delivered within a reasonable amount of time.
Hello Roomy Interiors,
I am writing regarding my purchase of a sectional couch (on August 30) and wanted to provide you with some unsolicited customer feedback about our overall experience. Let me give you a bit of background. My husband and I purchased our home back in February and began renovations which were pretty much completed in August. We moved in on August 24 and that weekend, we began the search for a couch. After only a week in our new home, we realized that we would not be able to live without a couch for long, our legs were exhausted at the end of every day and we were going to sleep at 9pm every night since we had no where to sit.
We purchased the couch on Saturday August 30, floor model (as is) - not to save money but to save time. We were told at the time of purchase that we would have to wait 2-3 weeks (a KEY FACTOR) in our decision making process. We were asked to pay in full over $4000, something that in hindsight we should never have agreed to. especially since we wouldn't be receiving it for few weeks. But we did. We shall not do this again. It's difficult to swallow paying 3 weeks in advance for a couch you are unable to use.
This week, September 16, about 2.5 weeks after ordering, I called Roomy Interiors to check the status and ensure we were on track for delivery for Friday/Saturday (3 weeks from the date of purchase). I then sent an email later that day. Both my call and email were not returned until the following day (September 17), at which time I was told that the couch would be delayed by a couple of days and we will not be receiving it until September 24. I expressed my disappointment, as my husband and I ware anxiously awaiting the arrival of our new ouch. We also have a family gathering planned on September 20th, for which we will now need to find another venue.
The most frustrating part of this entire experience is that we honoured our end of the bargain, paying in full on August 30. And I'm sorry to say that I don't feel Roomy has honoured theirs. I am sad to say it was not the experience we were hoping for.
thank you for expressing your concerns.
I am sorry you feel that you have not had the most positive experience with us. It is store policy to receive payment in full for all floor models. I think it was also made fairly clear to you that we would need approximately 2-3 weeks for the delivery seeing as we were waiting for our new floor model to arrive. The regular price for the sofa was $4300 and was sold to you at $3655 + tax, a considerable savings. We were in touch with you as quickly as possible with as much information as we could provide at the time and we continued to follow up with both yourself and the manufacturer to ensure timely deliveries. I understand the the delivery has been scheduled for Tuesday morning, only 3 days shy of our estimated delivery. We hope that you do enjoy your purchase upon its arrival and will follow upwith you on Tuesday to make sure that the delivery went smoothly.
You can see by the Roomy Response, they didn't really read my letter, nor did they care about my dissatisfaction. They referenced the "savings" I received but I mentioned that we weren't motivated by price when making this purchase.
They called to see "how the delivery went" and asked specifically about that. Read between the lines, "we don't want to hear any more complaints from you". I said the delivery guys were fabulous and they were. And that was that. I never responded to the email.
However, last week I had a friend over and she called on Monday to ask where I'd gotten the couch. She loved it and though it would fit in her place and not to worry, no one would know we had the same couch. I said I can tell you where I got it from, but I can't recommend them, although it is an awesome couch, I wasn't happy with the service.
But I can tell you where we ordered the other couch, chaise and rocking chair from and you'll definitely find something there. Everyone has their own bad experience with a store and it's often not the store's fault. It's how the staff deals with the situation and manages their customer relations that leaves the biggest impact.
Lovely older homes 80 + years and above have tons of character and charm, but often are lacking in closet and storage space,specialy in the bedrooms. Having already purchased a hydraulic bed with storage I soon found I required more storage after my now Fiancee moved in. After discussuing my dilemna with in house designer Corrine, she proposed an excellent custom closet solution to meet my needs. Together we refined the drawings and six weeks later I had my brand new closet, that was both practical and chic...my fiancee now has a place for all her clothes and some of her shoes!!!
Great service and attention to detail. Also it was good to know that the closet was locally made, thereby helping the local economy.
Our experience at Roomy began quite pleasantly with what seemed to be great customer service. However, the moment that we had a problem with our furniture, Roomy always seemed so shocked and surprised because they “…had never seen anything like that before”. My husband and I bought 3 custom pieces from Roomy and spent $3400; a TV unit, a small filing cabinet, and a console table to be used as a desk (no drawers). We didn’t mind spending the money since we were getting exactly what we wanted. We have no complaints about the design of the furniture, as it was exactly as promised. Our problem was with the quality. After picking up our items and unwrapping them we noticed that the TV unit had a scratch on the side exposing the wood under the stain, bent hardware, and a knot that had fallen out and had not been glued back in. For anyone who is not an expert on wood veneer, here is a quick lesson. Good veneer doesn’t generally have knots as the wood is so thin that it would severely compromise the quality. In the event that there is a knot, a good woodworker would ensure that if it happened to fall out he would glue it back in or at least fill the gap to give the furniture a uniform look. Knots are created from branches in the tree. When the branch is cut off it leaves a ring in the wood. You can certainly specify that you are interested in clear veneer, but I assume that Roomy would have taken my other leg as payment if I had requested it. Upon contacting Roomy, Corinne (Senior Designer, Manager), she was shocked and blamed the woodworker for not inspecting the product carefully. She agreed to have the unit picked up, fixed, and returned at no extra cost. In addition, she extended a 10% refund on the TV unit for our trouble. Corinne also recommended that I take some green painters tape and mark off anything else that I see wrong with the unit so that the woodworker could fix it. We were happy with her suggestion and did as instructed. With my tape, I must have marked at least 7 other noticeable deficiencies. The biggest one was a huge finger print left in the stain on the top side of the unit. I later came to learn that the stain is sprayed on. It was sprayed so thick that the finger print left a huge dent. We had the unit refinished and returned. However, only 2 of the 7 deficiencies were actually resolved. And as for the hardware, the same cheap piece of hardware was used. It’s only a matter of time before this one bends as well. Corinne’s response was always along the lines of “…I’ll get in touch with the woodworker to see what he has to say…we’ve been using the same stain and hardware for 5 years…” To be honest, we didn’t really care about the woodworker or what they had been doing for the last 5 years. Corinne was representing Roomy and should have been assuming responsibility for our concerns. It took a while before we actually set up the desk (we had recently moved and were doing some renovations), but were faced with another “surprise”. One side of the desk happened to be sitting under the vent in our office. When we were ready to use the desk we noticed that there were a ton of marks on the top side of the desk. It had never been used and looked like the stain had melted from the heat of the vent. Please note that the heat was at 20 – 21C, not exactly hot, built into the ceiling which is 6 feet above the desk. It seemed quite odd to us, but once again spoke to the quality of the spray stain that they had been using for 5 years! At this point we were fed up and went down to the store to speak with Corinne. Once again, shocked and surprised since she had “…never heard of that happening before.” We compared our desk to one in the store and the stain wasn’t nearly as thick or glossy. Clearly, the stain on our desk was of different quality. Corinne requested that I forward her some pictures of the desk so that she could forward to the woodwork. It has been nearly a month and we’ve never heard back. Obviously every situation is unique, but take my advice and steer clear of Roomy Home. They charge A LOT of money for mediocre products and would rather make a buck than satisfy a customer. Maybe they don’t realize that bad word of mouth goes pretty far.
We pride ourselves in providing excellent customer service and every attempt was made to resolve this clients concerns. The client was shown a sample of the stain and hardware at the time the order was placed.
Every one of our pieces is covered by our warranties however they only apply to normal residential use and care without evidence of abuse.
At our last meeting in person, this client clearly explained that she had turned on her hairdryer and held it to the desk to see if the finish would be affected by extreme temperatures.
An assistant to the woodworker had been on site several weeks prior to the complaint about the desk finish and personally saw the piece unwrapped and in fine condition.
As a result, the abnormal reaction of the stain cannot be covered by our warranty.
I purchased a very very expensive storage bed. I was promised without hesitation that this Montreal made, european style slat bed with storage underneath would not squeak. Guess what? It squeaks like CRAZY. Their response to my complaint? Tighten the screws...speaking of which...the person/company they supplied to put the bed together for $150 had never put together one of these beds before! Could it be the installation? The bed manufacturer? The wood used in the slats? The lifting mechanism? One will never know...because they will tell you to tighten the screws and that's all the service they will give you.
For a bed that cost $3,000? $150 to deliver and install? And that's without the mattress.
Thanks a heap Roomy. I think of you every night I go to bed.
We were impressed by the fact that both Joanna and Corrine do custom work as well as provide professional and enthusiastic advice at their downtown store. We admired a storage bench for shoes on display at Roomy, but it was not the right size. Corinne offered to design us one to meet our needs - including size, colour and fabric. It only took a few weeks to complete and we are thrilled with the results. It is exactly what we needed. A great idea, a great design and terrific service once again.
The quality of the work was so poor I have to have someone redo all of the work. The shelves don't fit in the bookcase how is that even possible.
This client furnished almost her entire home with pieces from our store. Due to the scope of the project, we relied on a number of different manufacturers for the many different pieces.
Part way through the project, the client expressed concerns regarding the custom shelving installed.
As the manufacturer of this product was not willing to be accountable for the concerns, Roomy Home replaced part of the product and extended a generous discount. The client accepted the discount and continued to do business with Roomy Home. We felt that we had resolved the issue.