This goes way beyond the "bad customer service" that we have all experienced at one time or another. I am talking horror story here. Numbers modified with liquid paper on contract after it was initialized and signed; missing furniture; broken furniture; invoice almost double the amount of the estimate; threats not to deliver and to add fees if you try to contest the charges. I'm astounded that in Canada, such a business hasn't been shut down; I beg you, don't make the mistake I made!!! I know I won't see my furniture again (high sentimental and market value), but what is even more painful is to think of all the others who will go through the heartache and frustration that I went through.
You may think that you are getting great customer service through email at first, and that a trustworthy agent has been assigned to your move (in my case, "Rosie"), but beware, this is a generic email used by all employees; no specific employee is taking care of you.
I consider myself an educated customer and I was assisted by a lawyer at the time of delivery: trust me, you won't win against them. Just avoid.