Dag E.

On May 17,2022 we visited and met with Meagan at the DWR Toronto location. We were looking for a sofa-bed but were only able to try the sofa from the same manufacturer. We liked it and so ordered and paid for the sofa-bed. Total cost, including tax was $8,751.85. Because of backlogs it would not be ready until September. In the middle of September we were told that it was ready to be delivered, but we asked that it be delayed by a month because our condo was not yet finished. We were told that they could not store it for us and so we had to take delivery. It was delivered to our house on Sept 15. We then had it moved to a storage facility until we moved it back to our condo on Nov 11. Once we unopened the packaging and sat in it we found it to be very uncomfortable and so contacted Meagan to see about returning it.

Initially we were told that it was now past the 30 day guarantee, but given that we had not used it and were forced to take delivery of it, she would check to see if an exception could be made. On Nov 20 we were told by Meagan that we were OK to return the sofa-bed, but would be subject to a 10% restocking fee. We then purchased a new sofa on Nov 22. On Nov 23 Meagan emailed and said "I hate to admit this but I misread the date. I am so sorry." We were now told that we would not be able to return the sofa-bed but that she was "sorry for the inconvenience". Really? I suppose the inconvenience of trying to sell this on Ebay? When I emailed Meagan and asked to talk to the store manager, she emailed back that the Regional Manager made the decision, but that "she's not available to speak". Really? I then emailed asking her to show me the courtesy of giving me her name and contact information. She has not yet responded.

On December 9 I contacted DWR Customer Service from their website. Initially I was told that the return was beyond the 30 days, and we could have opened the sofa-bed and tried it when it was delivered to us. I then forwarded a picture of the sofa-bed and how it was packaged. It is extremely well packaged and so the thought of taking all of this apart just to try it out is ridiculous. At this point I was directed to contact Meagan "for further assistance on your return request". I assumed this meant they were about to accept the return. I emailed Meagan on Dec 15 and again on Dec 29. On December 30 she emailed back that they would not accept the return, but again that she was "very sorry for the inconvenience". This is not an inconvenience. This is more than $8,750!

I am so disappointed in the lack of customer service. This is a brand new, never been used piece of furniture that we paid for months earlier and then sat in the original wrapping until we received in November. We were forced to take delivery much earlier than we wanted and have had to pay for shipping to storage, then to our condo and then back again, along with storage for this whole time. We were also told that we could return it, purchased a replacement and subsequently told that a mistake had been made. After all of this they will not honor a return? This is not poor customer service. It is non existent.