**** Please click on "Read More" to get the latest update (January 24th, 2017) on this fiasco ****
I'm not sure who to blame. I ordered five pieces of furniture from one of the brands they represent (Handstone Furniture) in November 2015. At the time I was told 8-10 weeks for delivery. In week 11, I decided to follow-up with Sterling House - they claimed it just came in. Getting in touch with Sterling House was a feat unto itself. I would leave voice messages and they wouldn't call back, I'd have to follow up again and again. Trying to reach a real person was next to impossible. It was very difficult to arrange delivery of my furniture. Finally it arrived. One piece was wrong (it was 12 inches too short). The manager Peter indicated that he would put a rush on it and I should receive the new piece within 4 weeks. The next day, we noticed that one of the end tables was wobbly. According to Peter, it took a lot to convince the manufacturer that it was defective. Peter went out of his way to pick it up to return it (his associate who said they would be there between 6:00 and 6:30 called at 7:00 to let me know that she couldn't pick it up due to weather conditions - hmmmm, given she hadn't even left the store yet, I was a little skeptical about the reason). Peter again assured me that he would put a rush on it so that it would be returned when my new sofa table was delivered. Excuse upon excuse (Sterling House continually blamed Handstone Furniture) but finally my pieces arrived 18 weeks later. Coincidentally, I had to call Sterling House to follow up yet again and was told that the pieces had just arrived. Hmmmm, why do I think they just forgot to call yet again! To make matters even worse, the new end table is also warped!!! Handstone and Sterling had been paid in full on February 10th and I finally received all my furniture June 14th. Sterling wouldn't give me the manufacturer's contact information so I couldn't follow up directly - was Sterling hiding something? Frankly, this has been the worst experience I have ever encountered. I'm not sure who to blame, so I'll blame BOTH Sterling House and Handstone Furniture. Their customer service is incredibly POOR!!!
*** UPDATE ***
Cristina from Sterling called in response to a message I had left. As it turns out Handstone made a new top and adjusted the legs on my original end table. Funny, I was told the original table was lost and they were making me a new one. Who's not telling the truth?
*** Update based on Company Response ***
Peter, as I explained on the phone I'm done with your broken promises and excuses. Frankly, you followed up with me 6 - 8 weeks after I told Cristina how upset I was and didn't want anything more to do with you guys. As far as I'm concerned your offer is simply a way to entice me to remove my poor review. This consumer will not fall for that ploy.
*** Update based on Company Response #2 ***
Peter, as I said during our call, you have my deepest sympathies. Unfortunately, this does not account for the lack of customer service from February 8th until the unfortunate accident you are referring to. If you are adamant about ordering me a new table, feel free and contact me when it is in. Again, you do have my deepest sympathies.
*** Update based on Company Response #3 ***
Now, as you can see, Peter (the manager) at Sterling House was adamant about ordering me a new table to, in his words, "giving us a chance to make it right". Based on his post, the new table was ordered the week of August 28th. Again, based on his own words the typical turnaround time is "please allow the standard 8 week turn around time with the Mennonites". The Mennonites he is referring to are Handstone Furniture. It is now January 24th, over 20 weeks later. I have not received one call, email or any other form of communication from Peter. To reiterate, this store has the worst level of customer service that I have ever seen.
Kim, do you really think I am naïve??? I was NOT upset with the long delivery times. They told me 10 weeks before I could expect my furniture when I ordered it over a year ago. I was quite comfortable with that. My complaint was from week 11 on!!! Especially since it was difficult to contact them or get any type of feedback. I would have been tickled to get a response from them the next day - the problem was I didn't get a response period - I had to follow up over and over again!!
You can't pin the blame for my fiasco on the suppliers/manufacturers. Sure, I'm quite confident they had some part to play but at this point, I'd say Sterling House has the lion's share of the part in this mess.
I ordered furniture for this renovation from 3 different retailers who each dealt with different suppliers. One was earlier than he promised and the other was on time. Solely blaming the suppliers/manufacturers is naïve! I've purchased a lot of furniture over the years as we renovate various areas in our home and this experience is by far the worst experience I have ever had.