699 views
New Reviewer
3 comments

Spent THOUSANDS furnishing a new condo. Ordered sofa...defective. Couldn't get resolved.

Finally took offer to "reselect" new sofa for $719 difference (plus to reprotective coat cost). DEFECTIVE. Blamed US for ordering "plush" instead of "extra firm" cushions for sinking seat...though our designer agreed we had ordered extra firm cushions.

Offered nothing. With repeated complaints, offered to replace cushions with NO guarantee. WHAT?? It's their merchandise, why can't they guarantee the quality?? Then NOTHING even though complained also to "Mr Smithe".

GO ELSEWHERE...have spent the MOST money for UNsatisfactory merchandise in my life. You are better off getting something off the floor a more reputable merchant. Their ads are cute...too bad they can't match it with service and product.

Monetary Loss: $719.

Location: Alsip, Illinois

Do You Have Something To Say ?
Write a review

Comments

chat-icon

Please avoid publishing any personal information and promotional content

You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment
Guest

I came upon this 2 year old complaint today. It has been a while, but I believe we addressed the concerns.

If she needs anything else, I stand ready and willing to help. I am very sorry she did not have a positive experience. Her experience was not typical of a Walter E.

Smithe customer. Sincerely, Mark Smithe 630-875-****

Meztli Vfq

I would like this comment emailed to Walt Smithe as he was privey to this incident. In late fall I purchased some fringe for some throw pillows for $207.79.

It arrived at your store in November and was picked up. My uphosterer who is very busy began work on it mid January. I received them on Monday 1/21/13 and was astonished at the shedding of the fringe. My uphosterer conveyed to me that he did notice some shedding while assembling the pillows, but was hoping it would cease.

It did not. I IMMEDIATELY drove to the Oakbrook store where I was assisted by a a store manager. She was appauled at the lint from the fringe all over my black coat and on the pillow. I brought in the pillow with the fringe attached and the unused fringe to show her what was happening.

Just shaking the pillow mildly made it snow lint. Your store manager can attest to this.

She assisted in finding me some alternative fringe from a different vendor and found that it was in stock in Chicago. I am having a party this Saturday and wanted to expedite the completion of my sofa with the finished throw pillows.

Your customer service person Maggie denied the order or reimbusement of the fringe stating that warrenty had to inspect the defective fringe before ANYTHING could be done. I am covered in lint and your store manager agreed that the fringe was defective, but it still had to go through warranty!!!???Unbeliveable!!! We are talking about a $200.00 sale that cannot be approved by a store manager from a multi million dollar company!!

There is truely something wrong here. I have purchased with you in the past, but that shoud have NOTHING to do with it.

Your customer service person Maggie rudely brought up that I have not purchased any furniture since 2005. I purchased DEFECTIVE merchandise from your store and should be reimbursed without having to jump through rediculous hoops... ie; drive to Itasca to show them the pillow!!! I felt when she asked me to do this, maybe she also wanted the Wicked Witch's broom stick too!!

Rediculous!! I work full time have 2 sons. REALLY!!!

Customer service is not a department, it's everyone's job. They have lost my business forever and my friends as I repeat this story over and over!!!!

Meztli Vfq
reply icon Replying to comment of Meztli Vfq

After posting my issue RE: defective fringe that was purchased from Walter E. Smithe, one of the owners of the company (Mark Smithe) saw the complaint posted on this website.

He contacted me and apologized for the entire incident. He also compensated me for the defective merchandise in addition to subsequent work that needed to be done by my upholsterer.

I was very pleased with the outcome and his sincere apology. Thanks!!

Walter E Smithe Reviews

  1. 6 reviews
  2. 3 reviews
  3. 1 review
  4. 1 review
  5. 2 reviews
Walter E Smithe reviews