Buona Furniture (Richmond Hill location) delivered to us on June 1st 2016 a defective white leather sectional. The paint started to fade on certain areas of the couch after a few weeks. We first noticed the fading June 20th 2016.
When we made them aware of it, they sent out an employee to inspect the couch. He verbally said it was a manufacturers defect in the painting of the leather. We waited for weeks to hear if we were going to get a replacement and were told various excuses.
Brian, from Buona said they would be willing to repaint the leather, but not replace the couch. He basically blamed us for wearing out the couch after just a few weeks and said by repainting it he would be doing us a favour.
When the movers came to take the couch back to "repaint" it, I tried to have them sign an agreement to what was going to be done. They took a picture and sent it to Brian, who told them not to sign it. He then said the couch was only going to be evaluated, and "we'll take it from there". He refused to answer whether he was going to fix the couch or not.
We declined to have the couch removed and again wanted a replacement. We had our own paid evaluator from Furniture Medic come and assess what was wrong with the paint. He put in writing that it was a manufacturers defect. We sent the document to Buona and called and spoke to Brian and he did nothing about the situation.
We then wrote about the defective product and the terrible customer service to the Better Business Bureau, and it took 22 days for Buona to respond to the complaint. They said they were "working on it" and that we had put a "hole" in the couch. It is now Aug 31st 2016 and Buona has not been in contact with us all month.
Buona is a disreputable and untruthful company. We regret doing business with them and are now pursuing other options in order to get our money back.