I have purchased a beautiful bathroom vanity in Sept 2018 from Toronto Mutti location and was pleased with the service until i opened the box at home. Backsplash was chipped and after numerous calls and emails with the staff and store manager and excuses such as "they'll take care of me" and how they are "working hard" on getting me a replacement part - i am still to hear back. After emailing the store with pictures for the manager to assess the damage, I call them to follow up (I did, not the other way around) and was told this sometimes happens (which is okay and understandable) and to drop by the showroom and get a replacement backsplash piece. I’ve asked if they have it for me drop by and was told yes. That same day i showed up at the showroom, I was told it is all of a sudden on backorder and was offered a "similar" cheap looking replacement part. At that moment i was told i have two options: take this "similar" piece (which by no means looks the similar sizewise nor design) OR to wait 3 to 6 months to get a new piece. Meanwhile when a friend of mine walked in the showroom and asked about the vanity and backsplash, he was told they have both in stock. After texting me, I called the store right away but was told again by the manager it is out of stock and how she is "working hard to get a replacement for me". How nice of them? They are all talk and nice until you give them the money but once you are stuck with the damaged product they pretty much tell you very very politly to F*** off. I wasn't born yesterday and don't buy managers explanation how "she's working hard in getting me a replacement and will do more digging into it". COME ON!!!! I keep telling everyone to avoid this store because of this horrible experience. I see on here that there is a lot of dissatisfied customers and Muti seems to have a comment every time trying to discredit persons feedback and make it sound like they’ve done everything and it’s the customer’s fault. Must be the same manager from Toronto location i had to deal with... Either way this is an honest review (can provide copy of a receipt for anyone interested) and no matter what they respond and try to discredit this review it won't change anything. Although they have good stuff in the store, just a chance of being pulled by the nose after the sale is a big no no for me and cannot in my right mind give more than 1 star. However, i'm giving it 2 stars because of super nice staff in the showroom. I would suggest Muti reassess their management staff and perhaps have them trained better. Course in Ethics might also help. I usually don’t leave comments unless someone really impresses me or majorly disappoints me. PS I will update my feedback based on any follow up from the store/management.
- Company Response
Thank you for reaching out and making us aware of your service experience with us.
We have since been in contact with you regarding your experience and have supplied you with a backsplash for your vanity which has been sitting at our front reception since January. It seems as though you no longer require the backsplash anymore...