Modern Sensibility

Furniture
380 Alliance Ave York ON M6N
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HomeStars  >  Furniture in York  >  Modern Sensibility
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51%

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Reviews for Modern Sensibility

Average customer rating:
8.1 10 (9 reviews)

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Tom from East York
Tom from East York
1 review East York, ON
4/10

Valencia Sofa

Modern Sensibility Review:

We purchased the Valencia Sofa Bed and Perry Side Table in July 2013.

Delivery was delayed as both items were back ordered approximately 3 months
for the sofa and 6 months for the table. The table was delayed longer due to
being broken before delivery.

We had the sofa about 4 months and noticed the tufted part of the fabric was falling apart. It was barely used by me and my wife.

I called Modern Sensibility support and the lady told me that there was a common problem with the fabric failing and that she would like to send a new couch and chaise.

I was happy to hear this.

A week later (February 2014) we got the new sofa and chaise. The bottom of the chaise had a large rip in the fabric. I called Modern Sensibility an hour later after delivery and spoke with support again.

Modern Sensibility said a tear in the bottom of the sofa is not visible and is acceptable to them. They said the tear is not a warranty issue.

They said they spoke with the delivery service and they claim that there was no damage when they delivered it thus implying I did it. Why I would rip my own sofa is beyond me.

They initially told me that they would send a technician to fix the problem but changed their mind.

Modern Sensibility instead offered me some fabric (I had to go down to pick it up) so I could fix the problem myself. Really?

I thought about it and responded on principle saying no thank you and that I would instead write this honest review to tell it like it is for others to decide on whether to buy or not.

Love the design and look of the Valencia sofa but honestly quite shocked at Modern Sensibility.

They tried to do the right thing by sending a new sofa. I appreciate that.

Sending a ripped replacement sofa and not fixing it properly is not acceptable.

They lack quality control, offer poor service and excessively long wait times.

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Company Response

In July 2013 Tom purchased the Valencia sofa and chaise set along with other products from Modern Sensibility. At the time of his purchase, Tom was aware and agreed that he was purchasing items which were not in stock and therefore his purchase would arrive at different stages.

When his side table arrived the glass was shattered and upon notification we promptly ordered another one which then arrived on our next shipment. We apologized for the inconvenience and explained to Tom that we would ship the table to his home free of cost. We initially scheduled an agreeable delivery date and time however Tom’s delivery date changed several times over the course of two months. On occasion he even cancelled last minute or the day of scheduled delivery. Nevertheless we maintained our service standard and worked around Tom’s schedule to fully resolve the shattered table issue.

Upon being informed of the Valencia fabric defect, we once again apologized for the manufacturers defect and promptly without hesitation scheduled Tom a delivery of a brand new Valencia set on our next available delivery date. Tom’s new Valencia sofa was delivered Saturday, February 22nd and to confirm his delivery, Tom signed a delivery waiver sheet stating "Please inspect your order immediately upon arrival. Do not dispose of the box or any packaging material until you have inspected your order and are satisfied with the delivery you have received".

Within hours of Tom’s Valencia delivery we received a call from Tom explaining that he had a slight tear on the felt cover underneath his sofa. Tom acknowledged that the tear underneath the sofa was not a critical issue and that it did not change the aesthetics or functionality of the Valencia. Tom requested for his peace of mind that we provide a felt patch so that he could staple it over and cover the tear underneath. Once again our customer service team agreed to resolve the matter by making available a replacement patch for in store pickup at no addition charge.

Within minutes of Tom’s initial phone call, we received a second call demanding a replacement chaise for the Valencia. As per our standard customer complaint procedure, Tom was notified that there would first be an investigation and if the conclusions of the investigation determined that we were liable, we would then resolve the matter immediately, just as we had always done in the past.

Our investigation required Tom’s customer service representative to contact our delivery team by phone and ask them about the Valencia in question. We were told by our delivery team that Tom’s sofa was in perfect condition when it was unwrapped and set up at his house. Furthermore, we were reminded by our delivery team that Tom had signed a waiver sheet after receiving and inspecting his shipment.

When our customer service representative contacted Tom again that same day, Tom acknowledged that he had indeed signed the delivery waiver sheet but that unfortunately he had not read the bold letters on the sheet stating "Please inspect your order immediately upon arrival. Do not dispose of the box or any packaging material until you have inspected your order and are satisfied with the delivery you have received".

Nevertheless to ensure Tom’s experience with Modern Sensibility was acceptable, we without hesitation agreed to give Tom a replacement felt patch as he had originally requested. However, instead of thanking us for agreeing to his request and maintaining our excellent standard of customer care, we were threatened with a bad review.

As matter of policy, we always work with our customers to resolve unexpected issues for which we are responsible for. It is disappointing to read a review that is as misleading as the one written by Tom. We hope that anyone reading this review will carefully examine the entire customer experience and reach the conclusion that Modern Sensibility has gone above and beyond to provide outstanding service.

Ken from Old Toronto
Ken from Old Toronto
3 reviews Old Toronto, ON
10/10

Fabric Arm Chairs

I had to exchange an arm chair due to a defect in one of the legs and Modern Sensibility replaced the chair and made sure I was satisfied with my purchase. They allowed me to thoroughly inspect the replacement chair before leaving the store.
Customer service is very friendly and easy to deal with.
Some of the their products are great space saving pieces especially made for condos. Would recommend to anyone looking for modern furniture with limited spacing.

Review has 1 previous version
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bernadette in Oshawa
bernadette in Oshawa
1 review OSHAWA, ON
9/10

Waterloo set from Modern Sensibility

I was worried about how long this would last, but it's been a year and it has been great for our family. Covers wash well and wear well. Covers on ottoman pillows were poorly designed and nearly impossible to put on after washing, called the store and they happily agreed to exchange them for the new style which is easy to remove and replace. Very happy with this product.

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Julie in East york
Julie in East york
1 review East York, ON
10/10

July-2011 Serendipity

Modern Sensibility had been very prefessional and a pleasure to do business with! We are very impressed with the delivery guys being punctual, quick with the assembly (yes, they put it together for you) and they took the packaging with them (HUGE bonus!). The item we purchased fits in our space nicely and we receive compliments with each visitor for the sleek design and unique style. Definitely reccomend Modern Sensibility to anyone!

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Laura in North york
Laura in North york
1 review North York, ON
0/10

Modern Sensiblility = Modren Attitude >:(

I had the absolute worst time dealing with this company. They sold me a product that was missing multiple pieces, they said that they were going to courier the pieces and I would receive them within 2 business days and after a week I never received anything. And if that wasn't enough trouble, I tried to return the defective product and they still wanted to charge me a restocking fee and as a bonus laughed in my face. Worst customer service EVER!!!

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Company Response

Hi Laura, let me first apologize for any misunderstandings that may have occurred. Rest assured, your business is important to us. From my understanding, some pieces were missing and that we got them out to you as soon as we found out. However, being it was Easter weekend, the postal service was not in operation. We would have appreciated your patience on the matter as the missing pieces were already in the hands of the postal service.

Jose Yang in North york
Jose Yang in North york
1 review North York, ON
10/10

Couches

I had went earlier this week to Modern Sensibility and found their selection of sofabeds and sectionals amazing. I wasn't exactly sure of what type of sofa I particularly wanted but had decided and cashed out that day from their help. By saturday they had delivered and i had friends and family over that night!GOOD JOB

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Company Response

Thanks Jose, we really enjoyed you thoroughly. I am so glad to hear that you enjoyed your experience. Definitely our pleasure to get it to you within the day, I could see how badly you needed it. Can;t wait to see you again.

Jim Wong in York
Jim Wong in York
1 review York, ON
10/10

Waterloo

The endless configurations makes it perfect for entertaining. We had a party for 10 and 2 ended up staying over. We just converted the sectional to a bed and we were up and running. Now my basement is useful again, actually was able to get something decent down my stairway. Highly recommend

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Josee in Toronto
Josee in Toronto
1 review Toronto, ON
10/10

Leather Sofa Bed

We need a sofa for our basement. We went to Ikea but the one we wanted was out of stock. We stumbled upon this store and checked it out. We were happy with the selection and the service. The sofabed was delivered on time and with care to our basement. We are happy with our new sofabed and paid about half of what the same sofa would cost somewhere else. We would recommend this store.

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James in York
James in York
1 review York, ON

First Review

10/10

Sofa Sectional

So i stopped by this store after finding them on Kijiji. Great gem, they had many pieces but i settled with the Serendipity. It had a pull out bed and storage for $599. The sales guys were very friendly and the sofa came in great condition and looks great.

I have a tight corner that leads to my family room and this piece worked great because it came in 2 pieces. Great delivery service, highly recommended.

1 of 1 people found this review helpful.
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The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about Modern Sensibility

Modern Sensibility, offering modern furniture for sensible prices. We belive that sofas shouldn't cost an arm and a leg. Great prices, great service, good quality furniture. Multi-functional designs. We have something for everyone!
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