We recently had a 5-piece sectional with massage reupholstered by TMC. The final result turned out fine but the steps to get there were very disappointing and unacceptable
- A 2-3 month job turned into 5 months
- A broken recliner pull handle which was pointed out in the original contract was not fixed when the piece was originally returned and it turned out that the part hadn’t even been ordered yet 2 weeks AFTER the section had been returned to TMC
- The corner section with the massage unit was delivered with the wires hidden so it was returned to TMC. A couple of weeks later the section was re-delivered with the assurance that the wires were exposed but, again, they were still hidden
- There was no proactive communication from TMC. We had to constantly chase them down to get updates on the job
- Company Response
TMC enthusiastically disagrees with the characterization of this review. As the customer mentioned, the result turned out just fine. The customer describes a project that required two service attempts. We acknowledge these services did occur, and on both occasions, TMC promptly responded to the customer's calls, collected the furniture and rectified the issues. We are not perfect and do not claim to be, but we pride ourselves on our commitment to servicing all of our valued customers. In addition to the quick resolution, we wrote this customer a contrite apology for the delay. In our humble opinion, a firm that responds promptly to requests for service is... a good company?
We have been in the furniture restoration business for 30 years. Sadly, most firms will not service or honour the same request this customer had. We did.
We hope prospective customer's read this 2-star review and notice the effort to satisfy this customer. In our opinion, this 2-star review reads more like a strong 7 to light 8.