Overall, I would NOT recommend this store to family and friends even though they do have a good selection and pricing. I would not feel comfortable referring anyone I know & care about because of the very poor after-purchase customer service - ranging from delivery, assembly and post-purchase customer service. I do not want anyone I know buying something (even though they might like the product and be able to buy it at a reasonable price) and having to go through the headaches and wasted efforts & time that we had to go through.
I purchased multiple large items from the store (about $2,500) as they had a good selection and pricing seemed reasonable. One of the items we did buy, which made the overall pricing a lot lower than regularly, was a display floor model. Otherwise, our total purchase price would likely have been closer to $4,500-$5,000.
The sales guy was not that knowledgeable as every time we had a question, he had to go ask his boss/manager. So our time in the store took too long.
There seems to be a lot of confusion within the store [Woodbridge location].
Example #1: The sales person told us that the display floor model of the outdoor dining room set that we bought would have to be taken apart and then delivered to our home and then re-assembled [we had to pay for delivery & assembly]. We asked if they could just deliver it "as is" so that we did not have to pay for re-assembly, but he said "NO" because it would take up too much room in the delivery truck to deliver it assembled. However, when he redirected us to the front desk to complete our order and pay that front desk person said that since the floor model was already put together they could just deliver it as is.
Example #2: We did pay the store for delivery of our various items but they said we had to be home during the delivery time window estimate to receive the items. Although this is a pain, we understood as this is quite common for anything that needs to be delivered especially physically large items. However on the delivery date, not every item we purchased at the same time and already paid for came together as we were told. We had to contact the store (they did not give us the heads up) to ask what happened. They said we had to be home another day to receive the remainder of our items. Therefore, we had to waste another 1/2 day vacation to wait for the 2nd delivery of our items. :(
Example #3: One of our other large purchases [the display model dining room set - see Example #1 above was OK] was an outdoor Gazebo that we paid the store to assemble. Even if the store outsources the people they use to complete the Gazebo assembly, the store should be responsible to ensure (via the 3rd party they hired) it's done properly and correctly with the proper attention and care. However, the Gazebo had several broken parts that the assembly people did not tell us about and the assemblers just left after completing the assembly. However, as soon as we saw the completed Gazebo we noticed the broken parts. We contacted the store right away and they were responsive and said they would take care of it. I believe this was "lip service". As that was first week of May'15 and now it's mid-July'15 and after numerous follow-ups by us, we still have no resolution.
- Approximate cost of services:
- What could this company do to improve their services?
- Ensure that the staff are fully trained to be able to deal with customers both pre, during, and post purchase transactions.
- Any advice to offer fellow homeowners facing a similar project?
- Unfortunately, I'd recommend you buy from somewhere else. :(