We spent months looking for a Media Unit and found one in magazine, determined it was made it Canada and by local company - Geovin and we try to always support local manufacturing. We visited the show room and saw all the furniture. It looked like a quality product and we really enjoyed Carlos approach so we decided to order other pieces ie a coffee table and two bedroom sets... all went well during the time of order.
We were quite excited when we heard our order was going to be delivered . Once the order arrived we were disappointed that the pieces were not finished with the same wood and painted on the backs and on all sides... surprising really for in the show room the pieces looked finished ( I didn't move them away from the walls to check ) however as this isn't a big box store and the retail prices point reflects a high quality product we expected a high quality finish.
Unfortunately the coffee table was built with two cracked legs , all the hinges on the media unit were partially sprayed.
We quickly identified our concerns to the service manager Frank. When we discussed the fact that the pieces were not finished he suggested I should have moved the furniture to see if it was finished on all sides in the the show room and we should have addressed this at the time of ordering for at this stage he could not help me. I advised I didn't expect these issues so didn't know I needed to address them at time of order... However to be fair, he did say they will fix anything we identified .... I asked if the table could be replaced as I was concerned about the cracked legs ... Frank advised they would not do this but the solution for the cracked legs is to patch it up as this happens quite often ... They would simply fill the cracks with a comercial ,filler which is stronger than would and paint over it if it is painted furniture ... our order unfortunately got released with this repair step. Geovin did send someone out to repair the hinges on site and they did take the table to the shop for repairs and Frank assured me we would never see the cracks for they deal with this all the time. I shared my reservations however was assured it would be fixed and Frank also advised they were going to have the table sprayed all over to give it an more finished look to make us happy. Unfortunately table was returned, cracks still visible in some spots and they never sprayed the whole table as Frank advised. Left a message however received no feedback to my last communication.
At the end we still like the design of the products but unfortunately they need to tighten their Quality control process and ensure they need to advise any customer when ordering a painted product it isn't in a finished state, However on the positive note they make a great first impression and have a great delivery team, polite , professional and courteous!
- Company Response
Hi Natalie. Let me say that we are terribly sorry you are not completely satisfied with the furniture you have received from us. While we do not agree with your assessment of the perceived issues or subsequently how you believe the perceived issues were dealt with we are willing to work something out with you. In our humble opinion the product you received is very consistent with the product that we have displayed in our showroom. We have never finished the back of the units with the same quality of material we finish the exposed parts. It is our assumption that the backs of the pieces will be going up against a wall. Frank was alluding to this. If clients tell us the backs of the units are exposed we will take special measures to ensure the backs are finished nicely. We have done this for many clients. Furthermore, the crack that you are alluding to isn't in fact a crack. I have reviewed the pictures. There is a small nick on the inside leg of the coffee table. Frank did refinish the entire piece for you when we brought it back into the factory. It is not a crack and in our professional opinion this doesn't warrant an exchange.
Natalie, we have been in business for 20 years and we take pride in providing our clients across Canada an exemplary level of customer service. The other reviews here will attest to that. I would be happy to speak to you about this further if you wish. You can contact me at 905.264.3754 x104 or email@example.com