After having already purchased items (a couch and bench) at Corner Lot Home Decor on the Danforth in the past, my husband and I decided to return and buy a leather recliner in November 2010. The recliner was delivered within a week, but unfortunately when we assembled it, we discovered that the seat part was broken (the seat sagged significantly to one side when the chair was reclined). I called the store the following morning (Saturday) to ask for a replacement, but as the owner was not there, an employee took down my details and said that she'd have him call back.
I waited two days for a return call, with no luck, so I called the store again and managed to get hold of the owner, Chris. He said that it wouldn't be a problem to replace the chair, and that he would order another one from the company. He said that he hoped to have it by the end of the week, but mentioned that it might take until early the next week. I called again around Thursday to find out the estimated time of arrival, and learned that it would not arrive until the Monday or Tuesday.
When I phoned on Tuesday, it turned out that the replacement chair had, in fact, not arrived at Corner Lot, as a result of some miscommunication with the chair company. Chris said that he'd first have to pick up our original chair that evening, return it to the company, and then bring us the new one the following evening. Suffice to say, we were starting to feel a bit frustrated.
The final straw came when Chris called on Wednesday afternoon to say that he would NOT be coming by that evening, and that instead, he would be busy with another customer. When I suggested that he bring the new chair by our place either before or after his other appointment, he responded that it would not be likely. As it turned out, the chair was delivered on Thursday evening.
As repeat customers at Corner Lot, my husband and I would have expected better service. The general impression with which we were left was that our custom was not valued, and that replacing defective merchandise in a timely manner was a low priority for Corner Lot. Typically, we make a point of frequenting independent and locally-owned businesses. Sadly, after this encounter, we will more likely shop for furniture at larger companies like the Bay or Sears, where at least there is a chain of accountability.
- Company Response
Dear Leigh and Ian Warren,
As we are always trying to improve customer service, we thank you for your review. We are sorry that you had to wait as long as you did for the new chair to arrive which did take a few extra days. We will strive to improve as always for our customers.
Once again thank you for your review and all the best in 2011.
Corner Lot Home Decor