Absolutely horrible experience. I ordered a bunk bed in the middle of June. Was told it wouldn’t arrive until end of July. My sister came the first week of July and got the same bunk bed Delivered 2 days later. I called on July 29 to find out where it was and was told they still have 2 more days. I waited a whole week, still no bunk bed. I called on August 6, was told the bed wouldn’t be ready until the end of September. If I didn’t call, no one would have told me this. I came in to ask for a refund and they told me only store credit. I also had a king bed set on a layaway that I wanted to refund because of this experience. I’m out $2500 because the general manager at HEAD OFFICE refuses to issue a refund because in his exact words “he doesn’t want to issue a refund”. He was rude and not even willing to cooperate. Worst customer service I’ve ever received. Do not shop here. I gave them $2500 for free and will be filing a law suit. My ex-partner and sister came here with me and all 3 of us were told we could get a full refund if we change our mind, now I’m being told something different. Oh yeah: I asked to speak to a higher up and they said no. I’ve worked in retail my whole life and if a customer is this upset you issue a refund. That’s ALWAYS company policy. I can’t believe the level of arrogance this company has. I even asked to speak to the owner and they said no they don’t get involved yet the owner seems to be responding to everybody’s reviews on google; only if the reviews are good. Shows a lot about how this company operates. I am a single mom of three kids and don’t have the luxury of throwing $2500 away just because they feel entitled. I have also reported this company’s behaviour to the Better Business Bureau and left a review on the Better Business Bureau’s website. This is literally taking what’s not yours. I should not be forced to buy furniture through store credit. If I no longer wish to shop in your store that is my legal right and I shouldn’t lose my money because of
- Approximate cost of services:
- $2,600.00
- Company Response
Hi Zemira. While the delivery of your bunkbed says 'approximately end of July' as the delivery date on your invoice, it is a couple of days late and ready for delivery. I'm not sure where the 'End of September' notice on your bedroom set came from originally but you had originally asked for 'Middle of August' delivery and that set is on schedule to be delivered. NEW orders for that specific bedroom are unavailable until September and it's possible someone was looking at that date in our system but I am not sure. Both the manager of the Brampton store and myself have been in frequent contact with you throughout this time and it is unfortunate that instead you would just prefer to cut and paste your review onto as many sites as possible. We do have a no refund policy which is clearly stated on your invoice where your signature is required but we do allow changes before delivery. There are other special arrangements that we had made for you on your orders as well but are not necessary on a public platform. If you would like to contact us any further, do not hesitate to do so. Sri T. - Sales Manager