DOMICILE FURNITURE

We purchase floor models from the warehouse in Evanston. The in-store experience was fine. The prices and quality were good. But the problems began upon delivery, when all pieces of the furniture arrived with a musty smell, and the chair had a mud stain, due to the movers coming on a rainy day. I knew they were final sales so I didn't bother to try to call the store and haggle; instead I put a review on Yelp and hired Sears to steam clean the pieces, which took care of the problem. Shortly thereafter the owner contacted me, said he would pick the cost of the cleaning and provided a customer service contact. I emailed her the receipts from Sears on the promise I would be reimbursed. More than a month later there was no check. When I called the offices I found out the representative was out of the country and that any correspondence from me had fallen through the cracks. So, no, this is not a company that understands the meaning of service. At this writing, I still haven't received reimbursement.

The purchase experience went fine, we haggled over a sales price that they eventually honored and I was dissapointed that they insisted on charging us $75 for delivery when I was spending $2000, but overall it was fine and they told us we could expect our new furniture in 6-8 weeks. After 8 weeks had come and gone, I called to inquire. I was told that one peice was in, but the other hadn't arrived yet and might be another week. After a week I called again, and again was told that it might be the following week. After several more weeks of calling and getting little or no response, they finally agreed to discount my purchase by $100, but still no furniture. Finally after waiting nearly 12 weeks, we got a call that our furniture was in. The furniture looks great, but I won't ever deal with this company again. Their customer service was appaling, and they repeatedly failed to return my calls or give me any sort of explination of when and why my furniture took so long to deliver. If I hadn't paid them in full up front for the purchase (which was my mistake), I would've cancelled the purchase and gone somewhere else.

Price was great, but absolutely no sense of customer service when it came to updating me on back ordered upholstery. I had to call repeatedly and ask on status. If they had been upfront early on I could have made changes to the fabric order but they never gave me that option. To their credit, 9 weeks into the saga, they did give me a $200 refund on the price of the sofa. The saleswoman I dealt with was an absolute joke -- it got to the point that when she asked for my number to call me back with a status report after checking with the manufacturer, I didn't want to bother as I knew she would not actually call. It happened about six times -- assurances of a call back and then nothing. I would never order a piece of custom furniture from them again. Just something that is in stock.

They were responsive, friendly and professional. If they hadn't had the sale, I would have gone somewhere else. They offered a very good collection of furniture and looked very good. They also delivered, but the delivery guys complained a lot about the TV being so heavy.