Sterling House Interiors is a location for Furniture depot. When I went into the store in July, I was attracted by the price the owner of the Furniture Depot gave me for what I was looking for. The two sales people (Cristina and Peter) were extremely friendly and helpful. I left happy with a $16,000 purchase.
In September when we moved into the new house, that was when the problems started. Our furniture was delivered on the scheduled date, however, one main bar was missing from the bar set (how would you miss that?), the mirrors on the wall bar were cracked, and the marble top on the night table was badly chipped. After talking with Sterling House people on the phone, the delivery guys took the wall bar back, and promised an exchange of the marble top for the night table. We were told that all three pieces would be delivered in two weeks. Two weeks later, no news arrived. We called Sterling House, and were told that maybe another two weeks. We patiently waited for another two weeks, still no news. Finally my husband and I drove all the way from Maple to Mississauga to the store, and in the store, we were told that our furniture would be delivered on the coming Monday. On Monday, the delivery truck came at about 8:00pm after my husband had been waiting at home for a whole day, with the missing bar, nothing else. The delivery guy told us that he thought the rest of the stuff would be here in another two weeks (Another promise of two weeks? What else is new?). That was about 1 month ago. Till today, we still didn't get anything. I sent many emails to the store, never got any replies ever again. My husband tried to call many times again, and he always got the answers that the purchase had been confirmed to be on the truck and that we should receive them at the end of next week. Now it is three months after the first delivery, we are still missing the exchanged items for the two damaged pieces.
My husband and I are the kind of people who don't like to whine, but it is getting to the point that either of us can stand the frustration anymore. He just made a fax to Sterling House to make it more formal, and I am thinking that if this issue is not getting resolved in another week or so, we are going to make a compliant to the Ontario Minister of Consumer Services.
Update: Sterling House called my husband after receiving the fax, however, this time, they claim that they didn't remember that was a chipped marble top to be replaced. How interesting!
My advice to this store is: avoid as much as you can unless you can stand the nearly to none customer service.
- Approximate cost of services:
- $16,000.00
- Company Response
This customer was a super nice person to deal with! I feel awful that she and her husband has had to wait this long for her replacements. Unfortunately, the manufacturer of her furniture has been in "transition" and left us with no other recourse. When we promised her 2 weeks, this is what we were told by our supplier. We did attempt to respond to her everytime they contacted us but there was a period of 3 weeks when our email was not functioning. We did respond immediately to their fax. I have personally been dealing with this supplier to get this resolved and we have finally received replacements that we have scheduled to deliver next week. Karat please contact me at the store to see what I can do to compensate you for the delay and for your patience regarding this matter. I hope that we can make things right with you. Thank you.