Caitlin from Edmonton

My husband and I purchased a dining room table and 8 chairs from Cottswood during their Boxing Week Sale. We received an incredible deal because we purchased a floor model, which was in perfect condition. We had shopped around that week for a dining room set, hoping to take advantage of the sale prices, and ultimately chose the table at Cottswood in large part because of the store’s reputation for quality. Delivery was supposed to take place over the coming weeks. The day before the scheduled delivery, which was about 2 weeks after the purchase, we received a call from the salesperson at Cottswood who sold us the set indicating there was a problem. Apparently the table had been stored in a warehouse, and had severely cracked as a result of the cold weather and was pretty much unfixable. My husband and I were disappointed, but were prepared to be reasonable to try and resolve it. The “customer service” person who dealt with us, Raphael, told us the absolute “best” they could do for us was to sell us a brand new table and give us $200.00 off its regular price—which would require us to pay $616.00 more than what we had already paid and wait at least another 7-8 weeks more. I asked Raphael if I could speak to a manager and he indicated he was pretty much as high as it got for customer service. My husband and I were prepared to be reasonable, however in my opinion given that it was the store’s improper storage of our table which caused it to be ruined, the appropriate remedy was to provide us with a replacement for what we had purchased, which was a table that was in perfect condition when we bought it. They did ultimately give us our money back, however we lost out on the opportunity to take advantage of the Boxing Day Sales. I was extremely disappointed with Cottswood’s storage of our furniture and their response to damage they had caused. Cold weather in Edmonton in January is no surprise and Raphael had indicated to me that another table in the warehouse had been damaged as well. My husband and I have an entire house to furnish, and we unfortunately will not be shopping at Cottswood again both because I have no faith in their care of the furniture once it is purchased and their response to damage they had done.