Sorry, I need to change my rating and review. As a matter of fact, after chasing the staff of Sterling House Interiors (SHI) since August, 2017, we finally received a custom-made sectional with wrong dimensions and visible bad-workmanship. Their blaming the customer and refusal to admit and rectify their own mistake only indicates that Mr. Customer you are stupid who paid much more than the price of a similar style sectional (on display at their show room) but bigger in size than what we got.
Earlier, they tried to cut the corners by showing their inability to procure the material that we selected and ordered. Instead of respecting our requirements, we were given a choice to reselect a fabric of inferior quality but at the same price. Using online review, we shared our terrible experience with SHI. That probably impacted their business and they got in touch with us to honor the order if we changed our review and rating. As a gesture of goodwill, we gave them other chance, but it was a terrible mistake as we realized later.
We were offered a loaner which we accepted only when the delivery of our sofa got delayed beyond 12 weeks. Finally, when the delivery of our sofa was scheduled. after solid 20 weeks, just before we were going for vacation, we found that the received product had incorrect dimensions. We promptly advised them of our concerns, but we were advised not to worry, asked us to take the delivery promising that they would take care of any issues at a later date
Later on, when we started our follow up … going back and forth since January of 2018, we got this reply from Sterling House Interior :
“we are sorry that you are not happy but please try to understand that we have done EVERYTHING a store can possibly do to make you guys happy (i.e. absorbed all fabric costs, loaner to use for holidays). But as I mentioned earlier there is nothing more we can do. If resorting to bad reviews is what you find necessary then please do whatever makes you happy. I do feel the review is very unfair and shouldn’t be there in the first place. As Himanshoo will tell you we have bent over backwards from a retail stand point. Most other stores would never have done what we did. Bad review or not.”
Our earlier email exchange:
From: Himanshoo Sadana <firstname.lastname@example.org>
Sent: September 18, 2017 4:54 PM
Subject: Re: Sales Order SH13518 from STERLING HOUSE INTERIORS
Hi Peter and Cristina,
Thanks for your follow up, call and intend to honour the original order. Luckily, we have not yet placed any other order and can consider your offer to sort out things.
However, during the discussion, Cristina mentioned that it will take 2 + 3/4 weeks to get the order processed. Considering the long wait, we can put only $500 deposit and not $1,500. Cristina also mentioned the possibility of arranging a loaner for the interim period but if that would cause any inconvenience/ cost to you then don't worry, we can wait till our sofa gets ready.
If you are ok with this, please create the order giving the exact description of size/ style/ material quality.
- Company Response
Hi Ritu/Himanshoo, we are sorry that you are not happy with the sofa you ordered. The sofa was made to the exact measurements you ordered and agreed to...as per handout given to you guys by Cristina.