Review Time
placed and order in september there was no stock in hamilton so they contacted me to let me know that it would be a few extra days and they would be in contact. I finally gave up waiting today 18th feb and followed it up and they have "lost" my order details
This has been one of the worst retail experiences I’ve had in Calgary.
My wife purchased multiple items from this store, including a bed frame. She accidentally selected a King size instead of Queen size. The full order was delivered on Sunday, and as soon as we realized the mistake, I went to the store first thing Monday morning — less than 24 hours later — to request an exchange.
The bed frame was unopened and unused. We were not asking for a refund — only to exchange it for the correct size.
Instead of understanding the situation, we were told we had to pay a 20% restocking fee plus additional re-delivery charges. There was no flexibility, no consideration, and no attempt to help resolve the issue fairly.
I dealt directly with Tony, the manager, and honestly, I left feeling taken advantage of. Rather than trying to help a customer who came back immediately to correct an honest mistake, it felt like he used the situation to charge every possible fee instead of offering a reasonable solution.
Mistakes happen — but good businesses show customer care when they do. This experience made me feel like policies were used as a tool to extract more money rather than to support customers.
If you are shopping for furniture in Calgary, I would strongly recommend considering other stores that value long-term customer relationships and fairness.
Very disappointing overall.
Huge shoutout to the customer service team for a hassle-free experience! Quick replies and a perfect pickup process. Special thanks to JAM—super professional, friendly, and efficient. 10/10 service! ⭐⭐⭐⭐⭐
My sales representative has been incredibly supportive since our first phone call. I had my heart set on a couch that was sold out, but she helped me piece it together and find it at other locations. Her communication was excellent, and she secured the best deal for me. I'm grateful for her assistance and look forward to receiving my couch!
I was frustrated that the website didn't inform me about the stock waiting for transfer from another location. It was surprising that the shipping would take 4-6 weeks when I know imports can be quicker. I sent a cancellation request and received a generic response with no acknowledgement. However, the live chat with Dece was very helpful and resolved my issue. I hope to receive my refund in 3-5 days. I would rate the website poorly for lack of transparency but give Dece a high rating for her quick assistance.
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