REGINA, CALIFORNIA -- I ordered a couch for a new home we purchased - this was a lake house, so we wouldn't be there during the week… just weekends for now. Scheduled delivery was going to occur during a time I was not there. WFB worked with the delivery company and committed that my furniture would be delivered on MY preferred date and they delivered and then some. Not only did the delivery company deliver on time, they unpacked and brought the couch into my home AND they took the boxes with them so I didn't have to worry about recycling them.
The couch is outstanding, even better quality than I expected with the price I paid. Service was so great I ordered a bed frame. Again, same outstanding customer service and same outstanding quality. I just ordered nightstands yesterday - I can't wait for them to arrive!!! And for the record, I'm from Canada but there's no option for Canadians to post the province in which they reside.
KAMLOOPS -- I own a business and have ordered desks online before. The first time it went okay, the second time it was so much of a nightmare I was thinking that I would never buy furniture online again come hell or high water! However, now that I need one more desk I was seriously contemplating it especially after getting nowhere at local potential places to buy from. I decided to give it one more try from a Canadian retailer, as the last time I'd bought the desks through a US retailer as we live on a border city so that isn't uncommon. This company was totally professional, prompt and really was amazing. I had no issues and would gladly shop here again!
Unless you want to be frustrated (and possibly out more cash than you'd expected) do NOT buy anything from Wholesale Furniture Brokers. The company is completely incapable of fulfilling a delivery, but is all too happy to take your money (they are a middleman, so they just want that cash in hand, and will worry about the details later… maybe). But if you get frustrated after waiting MONTHS for your furniture and attempt to cancel the order, they'll pull out their standard contract, which guarantees that they will make money from you, regardless of whether they can deliver what you've paid for in a reasonable period of time.
MY EXPERIENCE: SEPT. 6, placed order; order history notes that “unit is on second floor, up stairs.” WFB informed me that item was backordered at least 8 weeks. I said "I would wait." SEPT. 10, WFB processed $379.80 as a deposit. Dec. 11, I received from Wholesale Furniture Brokers stating that my bedroom set was ready to ship out in the next few days with the North American Van Lines, agent - Santini.
DEC. 12, I e-mailed WFB to confirm that all parties had my phone number and to state that between Dec. 13-17 and Dec. 20-22, I would be unable to have furniture delivered; a Belinda confirmed that she'd make sure appropriate parties had my contact information. DEC. 13, WFB notified me that my order was “in transit,” my credit card had been debited $1519.20, and that the delivery agent would be in contact with me to make delivery arrangements. DEC. 27, having not heard from any shipping agent reps, and having no success reaching shippers via phone, I called WFB and e-mailed an Alyssa there.
DEC. 27, WFB notified me that my furniture had arrived at a “local agent,” which would notify me “shortly” to arrange delivery. JAN. 4, I was again unsuccessful trying to reach shippers on phone, so I called WFB and e-mailed a Caroline there. I explained that if this couldn't be resolved I'd just cancel the order, as I needed bedroom furniture. JAN. 4, STI Home Express sent an auto-email notification stating that a customer service rep would be contacting me within 24 hrs to set up delivery date.
JAN. 4, I finally spoke to the shipping agent and learned that my dresser had been completely destroyed in transit. They told me that I should talk to WFB before making shipment arrangements. JAN. 6 & 7, WFB's owner, Sergei, called me and e-mailed me apologizing that he had “been away on vacation over Christmas” and would “get started on getting furniture delivered minus the [damaged] dresser.”
JAN. 7, after calling a Belinda at the shipper, I e-mailed and called WFB with “I will be canceling this order” in subject line. JAN. 8, Sergei called me in the morning; I returned his call and sent him an e-mail regarding setting up delivery of damaged dresser. JAN. 10, called WFB and broker; e-mailed Sergei stating that if we could not arrange delivery of damaged dresser, I would cancel the entire order. I explained to Sergei that I preferred to have the entire set delivered at the same time as I did not want to have to stay home from work twice. Sergei stated that this would be too difficult, so I agreed to separate deliveries.
JAN. 11, the bed, mirror and night table were delivered – minus the hardware necessary to put the bed together. (I wasn't able to try to put the bed together for a week, though, as I had to). JAN. 19, I called WFB on my return to have the hardware delivered. The person I spoke to stated that they'd have it “FedExed right out.” JAN. 22, I got a call from Rizzon Furniture to confirm my address to mail the missing bed hardware. JAN. 24, I stayed home from work to have dresser delivered.
JAN. 24 @12 pm (Eastern time), the shipper called to inform me that they “just realized” that I live on the second floor, and because they'd only sent one delivery person, they wouldn't be able to make the delivery. I immediately called WFB to try to inform them that I couldn't stay home from work for a third day and they'd have to somehow find/authorize another man to help getting furniture up stairs (I stated I'd even help except I'm very small and wouldn't be a whole lot of help). WFB informed me that Sergei would get back to me.
JAN. 24 @3 pm, Sergei called me and claimed that they “didn't realize” that I was on the second floor – despite the fact that a) the shipping agent told me that she had been given this information, but just hadn't noticed it earlier, and b) “2nd floor” is clearly indicated in WFB's customers files on me, and I also made this clear in more than one phone and e-mail exchange with both shippers and WFB. I informed Sergei that I was calling AmEx because I needed bedroom furniture and at this point, since they'd been able to fulfill the order, I'd be taking my business to a company that could.
UPSHOT: I am still contesting this issue with American Express. But in the meantime, WFB has returned the dresser to the manufacturer and is claiming that they are entitled to several hundred dollars in shipping fees and other "penalties." DON'T LET THIS HAPPEN TO YOU!
SAN DIEGO, CALIFORNIA -- Spoke with online sales woman, she extolled the quality and workmanship of sectional, it was all lies. It was a piece of China made crap! Do not buy anything from this company. Check the refund policy carefully: it states that you are responsible for shipping costs both ways and a 20% re-stocking fee. That equaled 90% of our purchase price. Not worth it. We spent 800 bucks on couch, shipping costs came to 600 plus bucks, 20% was another 130 bucks, so our refund would have been 60 bucks or so...
SAN DIEGO, CALIFORNIA -- Saleswoman told us that sectional was wonderful, that it was the same one she had at her house, etc. When it arrived, it was a junky Chinese piece of junk. Springs poked through, workmanship was horrible. We ended up filing a dispute through credit card company and won. Now we have sectional for free! Anyone want it? What a hunk of junk. DO NOT do business with this company.
KAMLOOPS -- DO NOT ORDER FROM THIS COMPANY!!!! I ordered a bedroom set shown on their website over the phone on November 30th, 2011. It was shown as a dark black/brown colour called "cappuccino". I was told it was in stock and would be delivered within approximately 2 weeks. Almost 6 weeks later on January 9th, 2012, a bedroom set arrived. It was not even close to the colour advertised. I have side by side comparison pictures clearly showing the dramatic difference.
I contacted them in order to resolve this issue. They fully admitted the dramatic difference in colour. I even have emails from them saying, "Regarding your claim, there is a huge color variation from what you received and what is on our site and our supplier's. We have sent pictures to the supplier and we are currently awaiting their response." They then made me wait another week, then told me they would not ship out new set in the correct colour because they don't want to pay the shipping and it would cost me $200 if I wanted to return the wrong-coloured set.
I asked "why should I pay $200 to return what they mistakenly sent me??" I was told by Michelle, their claims agent, that it was their policy. I asked to speak to a manager and she said the owner Sergei Tashlikowich would call me. He not only didn't call me, he ducted my call for several days. This company is full of crooks and liars. AVOID! AVOID! AVOID!
Ships within 3-5 business days is a total lie. After over 6 weeks my purchase had still not left the warehouse. I tried to cancel my order numerous times due to the delay and they shipped it anyhow and then once I told them I would not accept it, they told me I could not have a refund until the purchase was resold. Almost a year later - it has still not sold supposedly and I am still out over $500. Do not purchase anything from this company. Besides poor customer service, they are dishonest. They have even lied to the external review panel looking into my case.
CALIFORNIA -- I ordered a bed frame with drawers and rails for my in this company and told them before deliver to call 30 minutes before delivery so that I will make sure I will be home. Driver called but before 30 minutes. He dropped in front and left. As soon as the driver called I drove home takes 20 minutes for me to get home from where I was when he called.
Anyway I was very happy that finally my bed frame arrive I was waiting for many weeks. So I started putting up my bed frame but when I opened the bed rail it was split in 1/2. Emailed the company 2x. Chat with them online, sent a picture of the broken rail, no reply. Now I don't know what to do. I have a new bed frame but with broken rail, spent lots of money. This will be my last time ordering any furniture online and I will never recommend this company. I am still hoping they will replace my rail. Company name: Wholesale Furniture Brokers Canada. Customer Service: 1-800-971-4493.
CANADA -- I decided to buy a sectional from Wholesale Furniture Brokers because I bought a new home. I bought the couch online Feb 29th. We didn't have the house yet but I wanted to buy it that day because the website said it was the last day for free shipping. Well I now know that they ALWAYS have free shipping. They just keep changing the date that it ends. Anyway, I was told that the couch I ordered was on back order (about a week after I purchased it) and it wouldn't be in stock until March 10th.
Then when March 12th rolled around, I emailed and asked if my couch was being shipped yet and they then told me it would be on back order until mid April! Mid April rolled around and I was told that it would be in stock April 20th. Once they finally got it in stock, it took them a full week to get it on the truck, then a week to get it on the road. It is now May 14th, and according to the shipper it has been in Indiana for a full week, sitting at some loading station.
I also want to add that on their website it says that it will make special arrangements to deliver on nights and weekends. When I contacted them about this they told me it would cost me an extra $180 to have it delivered after 3:30 pm! Which is convenient because I told them that is the time my boyfriend gets home from work. I still have not received my couch almost 3 months later. Lets hope it is in good shape.
KAMLOOPS -- Admittedly if NO star was an option, that is where this rating would lie. This company has failed on every level; customer service, delivery, product and reliability. Though I will commend them on a convincing and attractive website, that is clearly NOT designed by the customers. I (like countless others) have been dealing with this online company for over 4 months, trying to resolve an issue with my daughter's bunk bed. To date, I must say it is the worst customer service I have ever encountered.
I learned today that it has taken them over SIX weeks to process (not even ship) a replacement part for a bed. I have spent endless hours on the phone, sent countless emails and it has gotten me no further ahead. They have my money, I have no bed. The president's response to my frustration was to ask me what I wanted him to do about it. No apology, no assistance, no customer service… THAT should be their tag line on the website!!