My low rating is based on customer service. There are lovely things in this store, but be aware and careful when you make a purchase. I bought a couch, and information given to me by the sales associate did NOT match the product that was delivered. When I contacted customer service, they were completely and totally inept, and in the end they pretty much told me to read my invoice (which actually did not have the information that they claimed) and get lost. Seriously: if you have a question or issue with your product, don't count on getting any help from the staff here. Absolutely terrible.
We bought 6 pieces of furniture. One of the ottomans was not constructed properly. It took customer service 3 months to sort the problem out and then when we finally received the replacement parts, they were incorrect. The entire process took approximately 6 months to correct before the ottoman was what we had ordered. Customer service provided a $100 gift certificate for our problems. Unfortunately it took another 3 emails and reminders to have them send the gift certificate out. They have told us its in the mail. That was 3 weeks ago...
Bottom line. No one was harmed and we finally did get our furniture right. But the fact that someone has to experience this customer service in these economic times is disappointing. We'll be taking our business elsewhere from now on. Right after we us our gift certificate. That is if it ever arrives.
My family was looking for a functional but sytlish dining set and came across one at EQ3. This table was great in that it had the ability to convert from a 6 seater up to 10. However, when it came to getting the product, there was a lot of problems. We were told that the set would be delivered in 3-4 weeks, so we planned to entertain a couple weeks after that since we thought that the tables would have arrived. After 4 weeks went by, we heard nothing so we called customer service. They told us that the chairs were back ordered and wouldn't come for a couple weeks, but after a couple weeks, we still got nothing. We scrabbled and went to Costco to get folding tables and chairs. We even had to tell our guests to bring chairs, so embarrassing. We ended calling customer service numerous of times, each time them telling us a different arrival date. Our chairs and table finally came after for 4 months and when they did arrive, the finishing on 2 of the chairs were different.
HORRIBLE EXPERIENCE. Bought a dining room table and 6 matching chairs back in April. Chairs just !@!DEW#! got here today!!! That's 4 months of waiting!!!
When we bought and paid for in full in april, they were having a 15% off sale so we decided to buy from them instead of waiting for an event at Bay whoever sells EQ3 stuff. We were told 3 to 4 weeks max for delivery and possibly even sooner if they had stock in their warehouse.
3 to 4 weeks come and go so I make a call. They have the table, but no chairs as some restaurant in Vancouver put in an order for 75+ chairs so they get dibs. They say to wait a little longer as another shipment is expected to come from Winnipeg head office.
Another month goes by and im still entertaining guests on a costco foldable table and lawn chairs. I call again. They say they can send me the table for now and some loaner chairs.
a month later, I get my table which has a huge gap in the middle as the two pieces of table top arent perfectly parrallel. Loaner chairs are mix and match floor model chairs from the store, one of which i put back in the box cuz the legs are all wiggly.
Another month passes and i call again. They say theyre backordered. I say im very displeased and want to speak with a manager. I explain to him if i had known this would take this long, i would never have bought it in the first place. I also suggest that if it takes any longer, i want to return everything and just buy someplace else. He says, he's not sure if i can return after so long, and if i do, i may by subjet to a restocking fee. I say that it's not even my fault, the reason i want to return everything is their fault. He says he'll talk to head office and call me back. He never does.
More time goes by, and i make my usual call to EQ3 customer service every 2 weeks. Finally, i'm so pissed I cant take it anymore. I demand that I get compensated somehow for my pain and suffering and that they owe me something for my troubles.
I finally do get a return call from a customer service rep saying that her manager has approved either $100 gift card or 10% rebate on my credit card.I choose the 10%. The rep says it should be processed on my credit card the next day. it doesnt, os i call back. she says its now up to the store manager to process the rebate and shell email him to do it asap. that was 2 weeks ago. i still havent gotten it.
so finally today, the chairs get delivered. they come in boxes of 2s. i build the first 2 and am quite happy with their workmanship.
i open the next box and immediately notice the wood finish and grain look different then the first box. i open the 3rd box and notice the same thing. the last 4 chairs are obviously made in a different factory than the first 2. one chair is also de-lamming already. note that the first 2 arent laminated, if they are they did a great job if hiding it.
anyways, thats what my next ordeal and series of phone calls with them will be about: what are they going to do about my 4 lesser quality chairs that dont even match my othe chairs and table.
Like I said, HORRIBLE EXPERIENCE!!! Promised return phone calls, that never get returned and just bad overall customer satisfaction.
I wish we never walked into that store on Granville...
BEWARE BECAREFUL Don't shop at EQ3 anymore
I bought furnitures from this store and I found out that my desks have no base when they comes, so I talked with the manager and she said that's all her staff fault, she explained that the sales person is new and she is not going to commit the offer even though it's a mistake, she refused to give us the base back unless we pay for it (that means another 400 dollar more) and wait for another 3 to 4 weeks time, the problem is the sales didn't tell me that the base is not included and now we have to pay about $400 for the base (50% extra)! That's just so ridiculous and the manager even questioned me : Have you ever done anything wrong before? She even asked me and my family to leave the store or she will call the POLICE. That's extremely the worse service in the world. I won't give my rights up and will fight for it by keep calling her superior to honour the original offer.
I walked into EQ3 and liked the lamp on display in the window. Unfortunately there weren't any left except for the display mantle. I had expressed that I wanted to put the lamp in my living room as soon as possible. After a couple of calls by the sale associate they could get a lamp in within 3 business days.
We bought these items last fall. Although the sale went well, the followup and shipping was not so good. Both the lamp and mirror were promised in 2 weeks and one ended up taking longer than the sofa, which was also >1month late. overall good stuff, less-than-impressive service!
Veenu was very helpful furnishing our condo. She was patient and provided us with different options - we appreciated the fact she was not pushy at all. Every time we entered EQ3 she remembered us by our names.