I visited the store, looking for pieces for a client's home that I am furnishing. I found a floor model modular sofa (3 pieces) with a tag marked "AS SHOWN, $2230 - 50%". I really wanted just the center piece (an armless chair), and asked the sales person if I could buy just one piece. She asked the owner (Karen) who said no. I then went and spoke to her myself, asking again. She said that due to the really good price on the piece, it was all 3-pieces or nothing. I could not break it up. I said ok, took photos of both the 3-piece couch and the price tag, and said that I would bring the client by anyway to see it. In the meantime, I asked the sales person to email me an official quote to send to the client. She goes to the manufacturer's website to get the photo of the 3-piece sofa as shown on the floor, and emails me a quote. "$2230 - 50%".
Fast forward 2 days. I bring the client in. Same sales person. Same couch. Same tag. Same price. The client looks at the couch and likes it. We also looked at a number of other pieces while we were there to furnish the rest of his large row home. We decide to go home and measure one more time to be sure he was happy with the large couch size. I emailed the sales person later that day to say we'll take it and try to pay & schedule delivery. She is off for the next 2 days, so we have no problem awaiting her return to cash out.
Fast forward another 2 days to her return to the store. I reach out again to schedule payment and delivery. I get a response saying sure, and "oh btw, the price I gave you was for 2 pieces, not 3. The end pieces are 50% off, but the center is regular price." Ummmmm...what?!? I have been there multiple times. I have brought a client in that you spoke to directly. I WANTED to break up the piece and was told twice I could not. I have photos of the couch, the tag with "AS SHOWN" written and the price, the emailed quote with photo and confirmed price. At what point did the 3-piece go to 2?!?! "I'll call you back," she says.
Next I get a call from Seth, who is not my sales person, but she knew she couldn't back up her new price. He tells me that "we have the right to change prices at any time." Yes, you do, sir, but not when I have a written quote and the only reason it's 2 days after the quote is because your sales associate was off. He insists I spoke to him directly the first day about the 2 pieces (which I DID when I was telling him how I wanted the center piece only and they could still form a couch with the 2 end pieces on the floor.) He talks down to me, like I'm out of line for being so insistent that they honor what they quoted my client. (You may be able go back on what you tell me, a designer, but you cannot go back on a written quote that you gave my customer, who was in your store, just 48-hours after you said it to his face and emailed it to him.) Seth also gave me a new "best we can do" price of $1500 more than the original, which was highly comical considering my wholesale price on the piece through the vendor is less than that.
I asked to speak to Karen (the owner) again who knows the convo we had and how she said it was 3-pieces or nothing. "She's in California and will call you back upon her return." It's now been over 3 weeks. No call. No email. No text to follow up. No apology to me or to my client.
What HORRIBLE business practice!! Who does this to a customer? I spoke to each of these 3 people directly. And again, all of the written documentation to back up everything, as well. They have embarrassed me to my client and humiliated themselves as poor business people. Do yourself a favor and work with real professionals who are customer service oriented. The guys at MiY Home in Fells stepped up and saved the day, honoring the quote from Design Distillery for my client (even ordering him one brand new, not a floor model) despite this having *nothing* to do with them. He is now spending a fortune with them, furnishing the rest of his home. How foolish to step over dollars to pick up pennies, Design Distillery. You know you were wrong. It happens. We're all human. Do the right thing and honor the price you gave. Will NEVER shop here again, or refer another person. Foolish! read more
