Orangeville Furniture

Andrea,

We were surprised to find this review, after the service that was provided to you.

We replaced your original island after we discovered damage in shipping.

Upon reading this, we now understand you have issues with the second unit. At no time after the delivery of the replacement unit did you contact the store, or the Customer Service representative that had been dealing with your concerns, to advise that you were not happy with the replacement unit. You did not offer Orangeville Furniture or Canadel the opportunity to evaluate your concerns, and if necessary, repair or replace any deficiencies. Unfortunately, posting to social media does not deal allow us to address your concerns in any sort of constructive way. We will be contacting you shortly to address your concerns.

Hi Theresa,
We feel it is important to address your review to further explain the situation. It is unfortunate that you wrote this review after the extraordinary level of service we provided to you. We believe that the customer service you received from Orangeville Furniture was above and beyond what any other store would offer.

You came to our store needing professional design advice regarding layout, style and colour. One of our designers created numerous floor plans for your living room, and spent multiple hours discussing the options. Samples were taken home and returned, the entire design was reworked, all at no expense to you!

Upon delivery of your furniture you were concerned there was a difference in colour from the sample you had selected. There can be dyelot differences with both fabric and leather, especially leather as each hide will take the dyeing treatment differently. We needed to investigate the discrepency as such a difference is rare to occur.

We agreed with you that there was enough of a colour and texture difference that something had to be done. We fought for you, until the manufacturer agreed to replace your sofas with your choice of leather. From the 100 choices available, your original selection was the only one you liked. Since the manufacturer was receiving new yardage of this leather, we discussed the options, and since you didn't want to start the design process all over again, you agreed to wait to see cuttings from it to compare to the original sample.

The new leather was due to arrive at the manufacturer around April 21st, then cuttings were to be sent to us for you to personally pick your hide. Never was a refund requested, or mentioned. It was about getting you what you originally ordered and you being happy in the end.

On April 22nd you came into the store and aggressively demanded a refund. This came as a shock to us, as you had agreed to look at the new samples before we considered other options to make things right. You then went as far as to threaten to sit by the front door and be a disturbance to our customers until you were refunded, something we could not do with the merchandise still at your house.

Once you revealed you did not want replacement furniture, the employees had the situation authorized by a manager, and scheduled to pick up the next business day with a full refund. Throughout the whole process our aim was to bring you satisfaction from your purchase, and have quality furniture to enjoy in your home.