I think you did exactly the right thing. And I'd be surprised if N&S didn't correct everything. Their products are usually great. My parents have a small dropleaf table with stained top and painted legs that they received last December - I was just noticing how beautiful the finish was. Be sure to let us know what happens.

BTW - I think Black's fell down on their end - they should have inspected the order before you received it!

Thank you very much for your post QB. It has been reassuring for me, which is what I needed after worrying about this all evening. I hadn't thought about how Black's dropped the ball. Thanks for pointing it out. This is my third furniture order from NC stores and thye first to have a problem. I will definitely post about things as they develop. Wonder how long it will be until I can eat at my dining table? I've written to N&S tonight and will fax them in the morning. I figured it couldn't hurt for them to hear from me and Black's both.

Did you see the finish in person before ordering? "Black flecks and streaky" can describe an antiqued finish. As for rough surfaces, it is not unheard of for some areas to not be as well sanded and smooth as others. Happens even from someone as good as N&S sometimes. The chip happened on the delivery truck. That isn't N&S fault. I guarantee they did not put a chair in a box from the factory with a chunk out of it.

David, I did not see the "linen" color finish before ordering, but did see the "putty" color and part of what attracted me to N&S was the evenness and non-distressed nature of their paint. I did order a paint chip from N&S in the linen color to be sure before ordering the pieces. I ordered the "Americana" finish, which is the non-distressed option. The streakiness was not an overall effect, just in places. The black flecks were few and far between, so again it was not any kind of effect. I did travel to FLS to see the chairs and table in person, albeit the floor samples were stained, not painted and there were no rough surfaces. Yes, I agree with you and can see where the chip happened in delivery. I can also realize every manufacturer can make a mistake. The question now is whether the paint problems were just a mistake and the next pieces I get will look as good (flawless, I'd say) as their stained pieces I saw in person.

Still wondering if I'm the only person on the forums who has had a problem with N&S.

I'm surprised because I have N&S and seen lots of other sets in homes (its popular around here) and have never seen a substandard set. I agree that the chip probably occurred during transport. That's why they tell you to always inspect everything carefully before the delivery people leave. You did the right thing to send it back. Now true the painted finishes, especially the antiqued ones can look streaky in some places if the glaze went on a bit heavier so maybe it was just wasn't what you were expecting? Hard to say since its so subjective. But the rough surface is surprising, my table is smooth and even though its lightly distressed (its stained), it looks beautiful. Sorry you had a problem. Let us know how it all turns out.

Hello Liz. Thanks for the moral support. I'm so bummed because I got so excited that my dining set would finally be here. It definitely was not what I was expecting based on the paint sample I got. No antiquing, no distressing, just clean white paint. I feel like the Pottery Barn painted pieces I've seen have looked better. The rough areas surprised me too--I got the Mont Blanc chairs which have a trellis cut-out in the back and the roughness was extra-noticeble because of the way the light hit the trellis. I will say that other than the one blemish on the stained table top, it was very smooth, even and beautiful.

I will definitely post about any new events. I faxed Nichols and Stone a letter expressing my disappointment yesterday, so we'll see if they respond.

The Black's customer service person called today to tell me that the N&S rep had been out to look at the furniture and everyone agreed it looked awful. (Vindication at least.) She said she didn't know how N&S let it go out like that. This again brings up QB's point of Black's falling down on the job. Anyway, she said that N&S had authorized Black's "Master Technician" to go ahead and fix everything, repaint, etc. She assured me he'd get it straight. I thought N&S would send a new set, not have someone redo this one. Would you all be ok with this fix or demand new or wait and see how it turns out? I need some more advice and hand-holding!

I would be happy with the master technician doing the work. We had a Statton entertainment unit that the delivery guys dropped on our brick steps. The store sent a repairman to our home to repair the damage - I know where the problems were, but I can't find them now. We had him repair severe damage to a small cherry Harden table caused by movers who gouged it with a box cutter - absolutely perfect. The store where I now work employs a furniture refinisher who is an artist - a good technician can work wonders! And it should be a lot quicker than re-ordering. And if it isn't right, refuse it and then re-order.

BTW, it sounds as if this was all done in a timely manner. Were you satisfied with the response time?

Glad you got them to acknowledge that it wasn't up to par. That's important. Also I would advise you to get something in writing about the problem, which is always recommended. I've never had to have anything repaired, but I know that restoration/refinishers can do wonders like QBerkeley said. If its not satisfactory when finished, then you should expect a new set. Don't settle for anything less.Let us know what happens. Good luck with everything.

P.S. Its still unsettling that N&S let product like that out the door. Have you heard anything from N&S directly?

Thanks so much QB and Liz for sticking with me throughout this! I feel better hearing your opinions about the quality of refinishers' work so I'll go ahead and have a look at the finished product.

QB, I was satisfied with the response time and the person at Black's has been very nice. She even apologized for the delay (I didn't think there was one) and said they were waiting for the N&S rep to come check out the furniture.

Liz, I haven't heard anything from N&S directly but did fax and snail-mail them. I am fairly surprised about this and will probably call in a week or so to follow up. Unsettling is the right word! I will post back here as the saga continues.

Thanks again for reducing my anxiety tremendously!

Could you please post the progress of your problem with Nichols & Stone. I just purchased table and chairs and 4 counter stools yesterday made by them. It's all made of black iron and the table is copper topped so there should not be a paint problem (I hope) but we always like to know about customer service. It's very high on my list for any manufacturer. I was very sorry to hear of your dilema. Oh, the let down after waiting! Hope round two works out.

Yes, Sloz, I definitely will post back, so just keep an eye out for this thread. Nothing new yet. So far, N&S has not answered me at all, and I'm allowing Black's to try their hand at fixing the set. As soon as I have any contact with N&S, I'll post. I appreciate your thoughts and bet you will be fine. I did a search on google groups and saw one other poster mention substandard paint from N&S. Just check your pieces super carefully before the delivery people leave.

Anything new to report? I have sold a lot of N&S, have several customers waiting for delivery of N&S pieces, and I have an N&S bedroom on order myself!

Hi QB, no, nothing at all to report. N&S has not contacted me and I haven't called them either. I haven't heard anything from Black's about the progress of the refinishing on the original pieces yet either. DO you know how long this typically takes?

If I'm looking at the timeline correctly, Black's has had your furniture about a month. That seems like more than enough time to have taken care of everything, unless Black's has so many problems that there is huge backlog. I'm also disappointed for you that you have had no response from N&S. BTW, my customer recieved her bedroom furniture and couldn't be happier. Big sigh of relief on my part.

Would be appropriate to let Black's know that there is a discussion of their handling of the problem on a message board? Also N&S for that matter. After all, they both have your money, and you do not have your furniture!!!

My furniture was FINALLY delivered again yesterday. (yes, that was over two months!) The paint looks so much better it's ridiculous. It has actual depth to it now, as opposed to the streaky job before. I accepted delivery and then this morning saw a problem with the stained tabletop. In the light, on one half of the tabletop there is an "orange peel" look. Lots of dents and indentations visible under the surface. I can't feel them, but can only see them in the light, looking across the tabletop. There are also four spots on the table top sides where the finish is worn through--like vice marks or something. I don't know. I'm tired of the whole thing. I called Black's and left a message. Would you all just live with this? What is acceptable? I'm happy with the chairs and table base at least.
Thanks for sticking with my story.
QB, has yoiur bedroom set come in yet?

I recently received a N&S dining room set also, and upon inspection there was a very discreet mark on the edge of the top, and I could tell it was a spot that had been fixed. They are sending me a new top, and I am keeping the old one until it comes in. I didn't have to ask twice. I paid good money for this piece. They certainly didn't give me a scratch and dent price. You paid for perfection also. I'd insist on new.

OK, Lizzy, you are steeling my resolve. I called Black's and they said to bring it to them (since I didn't send it back with the delivery people) and they would try to fix it. I am thinking there is no way it is fixable though--the orange peel/golf ball texture is under the last coat. Who did you buy from? Did you demand new from N&S or the people you bought from?

I bought from a furniture store. We opened the boxes right in the warehouse, found the marks, and they asked me what I wanted to do. That was it. They also told me to use the table till the new one comes in. Really easy.

Wow. I am not having that easy of a time. I don't understand why Black's is so resistant to ordering anything new for me. They won't do anything without "having the local N&S rep come to look at it."

I don't understand Black's resistance to helping you either, unless that's one of the ways they hold costs down. The store where I was working - I have recently quit because my husband changed jobs and we never had time off together anymore - had a really great N&S rep who was accessible to any sales rep at any time. We all had her home and cell # as we did for all manufacturers' reps. So Black's ought to be able to do something for you if they wanted to. I'd demand that they take care of it. I'd also pursue something directly to N&S. As for my own furniture, it is being held for us since we are building a house and won't be in for another 6 weeks or so. I'm holding my breath! Good luck in getting your problem solved.

Nichols & Stone
Nichols and Stone makes the furniture and it should be inspected before it ships from their factory. This is most unfortunant but as we all know - life is not perfect and sometimes things happen. It sounds like it is being resolved.

Black's isn't the problem--this is a factory issue. It sounds like your beef is with Nichols and Stone. I have had experience not only with Black's, but other discount furniture stores and find Black's to be the most helpful and most efficient. I'm sure like the rest of us, you ordered from Black's because of the savings over purchasing locally. Discount stores can offer these savings because the don't uncarton and spiff up the furniture before it gets to you. I'm sure if Nichols and Stone had found a problem with the finish, they would have taken care of it. Perhaps the finish is the way Nichols and Stone intended it to be. I hope you have been able to get resolution.

I recently had a Nichols & Stone display cabinet with two sliding doors delivered (ordered from Rose Furniture in NC. I didn't realize until about 1/2 hour after the delivery guys left that the right door would not slide easily to the left and there was a gap at the top of the door approx. 1/4 in wide. I sent an email immediately to Rose and they contacted N&S. N&S said that gap width was within their standards and would not fix it. Rose was going to give me the name of a furniture repair person in my area. I reminded Rose that in my email, I stated the door wouldn't slide and thought the gap was a by-product of whatever was causing the gap. They contacted N&S again and N&S has arranged for someone to come to my house this week to fix it. I love the cabinet and am keeping my fingers crossed that they can get the door to slide properly. I have heard N&S is a great company but the jury is still out until I see what happens. I was disappointed to hear that their standards would allow for a 1/4 gap between the side of a sliding door and the edge of a cabinet.