I have been experiencing the same problem. Wish I had read reviews before making my purchased. Arrow furniture has Horrible customer service. I have been dealing with their service department for over 2 months. We purchased a table based in the floor model and what we received was completely different (colour, lack if the distressed look, the size if the wood my husband and I have been dealing with the customer care centre regarding the table we purchased purchased. Not what we expected. The table we received is a dramatically darker shade, no distressed look to it and the planks on the table are not the same size as the model we purchased off of and so on). We are being told that the product is not defective but are willing to give us the floor model with $100 off (although they just had a sale of "save the tax" and will not even go our that in a floor model.
I have uploaded photos to show the difference. The darker table is what we received and the lighter table is the floor model. These pictures have also been forwarded to the customer care department and all I'm being told is that it's due to the variation if stain colour but no response on the fact that the planks are different and that the table is not weathered/ distressed at all (this table is called weathered pine).
It's been over a week since my last email and I still haven't received a response.
Please stay away from a company that doesn't value their customers.
- Approximate cost of services:
- $2,600.00
- Company Response
Hi Tammy. It's unfortunate that you feel this way regarding your purchase at Arrow. Any time you buy a solid wood product, the distressing, knotting, and even shading from either different light sources or the wood itself taking the stain can be different. It is almost impossible to achieve an exact replica when dealing with a solid wood product. I believe that we had come to an agreement for you to take the floor model even though your table was not deemed to be defective and also agreed to give you a discount as well. We value our customers extremely highly as you can see by many of the reviews here and would like to solve this issue still. Please contact our service department again to see if we can rectify this situation. Thank you. Michael M. - Sales Manager
****After exchanging the floor model table with the customers it seems like the biggest difference is the lighting source between the showroom and the customers home as that table colour still matches the curio and server that are on the showroom floor.