I recently purchased a couch loveseat and chair from arrow furniture. I am not a rich man and thought that 3000 dollars might buy me decent furniture. The lady at the store was very helpful and not persistent. She let my wife and I look around and make our choice. The set we picked we loved. Sadly the furniture we received is garbage. The stitching is all crooked and the cushion seats are all different shapes and look deformed. I called arrow and told them the problem and they sent a representative to look at it and a week later I got a call stating. THE FURNITURE IS NOT DEFECTIVE. IT IS UP TO THE MANUFACTERERS STANDARDS. What a joke I think its garbage but they don't. They need only to live up to there expectations not yours. I said the one in the showroom looks far nicer can I have that one. Her reply was we have one at head office and it looks just like mine. So apparently they have a crappy set too. After realizing nothing was going to change and I was stuck with this furniture I let the guy come in to do the scotch guard. He said the foam in the seat cushions was garbage and I should go through warranty. So I told him my story and he said its not right. He knows furniture. It appears after this review the head office called me and said I could exchange my furniture with the ones I originally saw at the store in Brampton. I went back to the queen st Brampton store and was quickly welcomed by the assistant manager Christine Samuel. I explained my situation to her and she took me to the store manager Parmod they were both very professional and very willing to help.Parmod called head office on my behalf and tried to see if he could do better than head offices proposal.They both did there best and I ended up exchanging my cushions. Those two people are wonderful and tried very hard to help. They run a wonderful store and seem to be very honest. It seems this was just an unfortunate situation that they themselves had no control over. Those two people I give ten out of ten stars. Thank you Christine and Parmod
- Approximate cost of services:
- $3,000.00
- Company Response
Hi Carl. We're sorry that the set you have does not meet your expectations but it is no different than the ones you saw and have in our showrooms. If you prefer to exchange your set with the one in the showroom, we would be able to do so. Someone that sprays furniture as a third party (Magiseal, not Scotch Guard)would not be able to make an educated decision whether the foam was 'Garbage' or not and be able to advise as what is right or wrong. We have sold thousands of pieces of this set. Everything is under warranty but if our technician was at your home and saw that this is exactly how the set is made (no defects), an exchange of the floor model if you prefer is really the only option as every set is made the same way. Jason M. - Sales Manager