Kimberley Jackson

If I could rate it worse than poor I would but Its not an option. I can say that I ordered over 5 k of furniture there last Aug 2012. I was told it was going to take up to three months. They only take cash and now I know why they do. after 2 months I called for an update and they said everything was on schedule. At three months they said they want to set up a delivery and that my furniture was being painted. At 4 months they said that my order hasn't even been made yet. In fact it wasn't even started yet. Days would go by and they would not return my calls or emails. I finally heard from them and they said at least another month. I eventually received a partial order. A lot of the pieces were not put together. I had to go out any buy brackets and assemble a lot of it myself. The clock I ordered doesn't work. Some of my shelves do not line up. I even wonder if it is actually reclaimed wood. My bookshelf took 7 and a half months. My friends ordered a mirror there and it also took 2 months longer than what they said it would be. Do your research, read the online blogs. Please do not give them a cash deposit and if they say 4-6 weeks its a ly. I hope that this experience reaches at least one person that i can save from having to go through such a nightmare.

My wife purchased a custom media unit in September of this year as an anniversary gift. When my wife went in to place the order she was told by Ed about various options for the top and to wait a couple of weeks to see examples that they would have in store. She really liked the reclaimed wood. This was noted on our bill of sale. She paid in full that day. Weeks passed and no word from the store. We contacted them and this time Daniel answered. We were told they only do pine tops for the media units. No other options. Period. So we went into the store and made our choice for the stain. We asked about the completion date and were told a couple of weeks. November rolls around and no word. We called numerous times and questioned them, each time having a creative answer or "we'll look into it and call you back." No call back. December rolls in and still no word. We call again. Apparently a bulk shipment of units was expected but they are only rolling in one at a time. Having thought they were all custom built, we scratched our heads. December 15th we finally received the call our unit was in. Unable to pick up the unit in our hatchback due to the cold weather (it was much warmer in September/October when we thought it would be done) we opted to pay the $80 delivery charge. It finally made it to our house on Dec 22nd a month after our anniversary and 3 months after we placed the order. After a chat with them, they gave us a store credit to comp the delivery charge. If we hadn't purchased the piece on sale there was more they could have done we were told. Apparently the direct amount of cash spent dictates how well or much they stand behind their product and service.

We have close friends who ordered a custom dining table around the same time we ordered our piece and they are still without table. It was eventually promised for the weekend before Christmas. The Friday before a "creative excuse" was given. No table for Christmas.

Great furniture, great quality, horrible customer service. Although they did try and make it right after us pleading with them, in the end our thoughts had already been tainted. Apparently return customers aren't needed. Buy off the showroom floor or be prepared to wait....and wait...and wait....and wait.

We have admired their furniture for several years and finally put in an order for a media stand, two night tables and a headboard in June 2012, in preparation for a move into our dream house. Upon placing the order, Daniel promised to expedite the order so that we could have it as close to the move date as possible (4 weeks away).

It is now 3.5 months later and still nothing. We were fed a bunch of different excuses from both Daniel and Mark about a new roof in the shop, water damage to the pieces, trouble finding materials are but three that I can remember. Between each we were given tentative dates of arrival.

Understandably, sometimes stuff happens, especially when ordering custom furniture, however the most frustrating part was the lack of communication. I would chase them for info and they would promise to call back only to hear nothing. I stressed this with them in conversations and as much as they promised to be in touch, still nothing. We were ultimately told that because of the delays, they would comp the deliver charge.

The terrible customer service just continues... after being promised that it would for sure be ready two weeks ago, we finally went in to the store in person (this was the third time we went into the store, and after at least 5 or 6 telephone calls...). Spoke to someone who may have been a manager and he "promised" to have everything done in two days. Having heard this before, we asked him about the delivery and he flat out refused to cover it. Remember, we're talking about 3.5 months since our order (and delivery would have cost him $50-$100). His solution was to offer us our money back.

Needless to say, this was the final straw. After being promised a comped delivery for the delays and terrible communication and then having the gall to go back on what they promised, we decided it was best to cut our losses and take our money some place else.

Regardless how nice a piece of furniture is, it does not give you the right to treat people so poorly. Never again will I walk into that store.

I would avoid this place.

Item was received after more than triple the estimated time had passed.

Customer sevice was not much help, always gave you a lame story (if you could get a hold of them).

You had to send many follow up emails and/or make many long distance calls, they never were proactive in providing information to me.

Hands down the worst buying experience.

We found this store from a Candice Olsen design show! It's filled with rustic furniture made in Ontario! What a wonderful place to find our dining table and chair set! Great prices too and fab service! They sell everything from wardrobes to bird tables to coat hooks! GReat place and a great gem of a find!