E. Aguinaldo Hwy., Panapaan. Bacoor City, Cavite 4102
I have withheld this review/feedback for so long but I feel like our consumer rights have been maligned and abused already.
Here’s the story:
The Husband and I purchased a living room set (sofa + throw pillows only. no center table included) from Furniture City, located along E. Aguinaldo Highway in Panapaan Bacoor, Cavite (very near SM City Bacoor) on February 23, 2013. However the color of the upholstery (man-made leather) that we wanted was not readily available and had to be custom-made. What they had on display was the black-colored version.
The salesperson (a lady named Weng) told us that they can do it and have it delivered right at our doorstep in 2 weeks time and so we proceeded with the purchase. We actually bought 2 items from them: a 6-seater dining set and a sofa set. Please note that Furniture City, unlike most furniture shops, does not offer 0% installment option so you have to pay either in cash or straight charge using a credit card. So we paid 30,000Php for both items (we were given a discount of 10% so orig. price was 33,000Php). At that time, we really felt like we got a good bargain since the items that we bought from them were priced a lot higher when sold inside the malls.
Then came the nightmare.
We made it clear to them that the dining set and the sofa set need to be delivered to our house before March 09 because our “housewarming” cum dad’s 50th birthday celebration is happening on that day and we needed the sofa for entertaining guests (what else!).
But what do you expect, after leaving Furniture City’s premises that very day, we did not hear from them anymore. Until the time that we already decided to call them and voila, Weng told me that the color (light tan) that we chose for our sofa’s upholstery isn’t available. This was March 04, only a few days before March 9. Can you imagine how frustrating this was for The Husband and I?
So I asked her when do they expect to have this color and she responded to me with so much calmness that she wasn’t sure. I wanted to scream at her and say cuss words to her but I know it will not solve the problem at all. So I chose to rise above the situation and be the bigger person so I just told her that we will just get a refund if they cannot commit to the March 8/9 delivery and that’s when she told me that she will coordinate with the supplier and get back to me. But alas, she did not get back to me (for the nth time!). I had to call her several times just so I can receive an update. Then on March 7 or March 8 (can’t remember exactly) she called me saying that the brown color still wasn’t available. In the end, we agreed to get the black colored version of the sofa instead because it’s already available for delivery.
The black sofa set + dining set were delivered on the morning of March 9 (housewarming event was lunch time onwards. talk about last minute huh). We weren’t exactly thrilled with the black color but well, the sofa set looked nice and expensive and I was also convincing myself that it was more guest-friendly because of the color (read: hindi madudumihan agad even if may mga guests na kids). March 9 turned out a happy day after all even with the hassle brought by Furniture City.
Then just a few days after, The Husband and I noticed that the bottom part of the big couch was already sagging and when he checked it, he found out that the wood which was used as balance for the bottom part was very thin and it looked like it had snapped/broken already, thus, the sagging.
So we informed Furniture City and they told us they will have it picked up and repaired. This arrangement was very stressful too because there were 2 instances when Weng confirmed to me that they will pick up the sofa from our house and nobody came. And the worse part is they will not tell you or update you unless you call them. The Husband and I are both in the office during day time and I was just asking my mom a favor to go to our house and accommodate Furniture City for their scheduled pick up of the sofa. So you can just imagine how mad I was those two times that they were a no-show.
Finally on May 2, they were able to pick up the sofa. They told us it’ll take only 2-3 weeks for the repair. May 24, they delivered it back to us but lo and behold, it wasn’t properly repaired and The Husband did not accept it and had it returned to them for further repair.
And now it’s June 9, I texted them earlier today asking for an update and there was no response. Very courteous of them right?
So after all of these problems and hassles that we’ve endured in transacting with Furniture City, I can now say that I will never be a repeat customer. Not ever.
To the owner: You have to work and improve on your customer service. This is what makes/breaks a business.