a very bad furniture experience- BEWARE

17 years ago

Hey ya'll. I just wanted to share a recent experience as well as some of the information I've gleaned through the post-trauma research. I recently purchased a sofa through Calico Corners. I have many cherished pieces from Lee, Southwood, Highland House and Hickory Chair and even a good piece from Harden, but this was my first (AND LAST) encounter with Calico Corners. I know many of you have had good experiences with CC and I know some of you have had negative experiences, especially in terms of delivery and follow-up...I read all the posts before purchasing. I also researched the manufacturer of my sofa, Michael Thomas. (They also use Vangard.) My own research about the manufacturer satisfied my concerns and the sofa was a VERY good price due to a sale. However, it has been a nightmare from day one. I have been given incorrect, and often just plain false, information from the associates, most of whom were unable to answer my very basic questions about cushion construction, warranty, fabric cleaning codes and other matters. (I am now dealing directly with the regional district manager and she has been much more helpful and understanding.) The sofa arrived damaged and rather than return it to the manufacturer for repair, they determined to use their own local workroom to fix the damage. I am not comfortable with this, but even so, they have yet to to collect the piece or make repairs... and I have been waiting for over a month. I explained that I would need to approve any additional fabric used in the repair as dye lots CAN vary and was told that they "do not worry about such things." Folks, I was in this business for years. I have an MFA in Interior Design. Dye lots vary. Period.

Mostly, I just want you all to do as much research as possible before making decisions about furniture. My most recent discovery has been that the quality of the products sold under the Calico Corners name is markedly different than those purchased through a Michael Thomas dealer. This is sometimes the case- If you order a Crate and Barrel sofa made by Lee, it is different than one you would order directly; but the difference is not as great and more to the point, every Crate and Barrel associate with whom I have spoken has been very honest and up front about the differences- THEY HAVE ALL VOLUNTEERED THIS INFORMATION! Morevover, you can order Lee custom furniture through Crate and Barrel. Calico Corners does not volunteer this information; I doubt most of their associates even know. At least in my local showroom, they seem more like a retail sales associate at a women's clothing store than design associates educated about their products!

Calico Corners advertises their spring down cushion as top of the line. This is what really threw me for a loop. Industry standard for down to feather in spring down or blend down cushions is 25/75 (down to feather)- Michael Thomas uses a 10/90. I was told by a MT rep that the ratio in a spring down cushion is as follows: springdown seats: 65% polyurethane and spring, 35% down and feathers (10% down/90%feathers); back cushions:75% polyester fibers, 25% down and feathers (10/90). The ratio on the product made for CC: spring down: 60% spring, 30% polyurethane foam, 5% fiber, 5% down/ feather (at a 10/90 raio); my back cushions are approximately the same ratio quoted by MT. This is not the top of the line and it does not make for a very comfortable seat! (It is quite firm, so this may work well for some of you, but I prefer something softer. And I was certainly NOT expecting quite so much foam!) As previous posts have noted, Avery Boardman (someone linked to them) suggests a higher down/ lower feather ratio for greater softness and suggests adjusting this for individual preference.

Thanks ya'll for listening... and thank you ALL for being such a great resource. I learn so much from reading your posts. If anyone is interested in Lee or shopping for Lee, they are having an annual sale- I have worked with a wonderful sales associate on several projects and I would be glad to pass along his contact information! Just drop me a line.

Also, please share your experiences with Calico Corners- good and bad. I would love to pass along the feedback to the district manager.

Belle

Featured Answer

futuremrsdae

17 years ago

last modified: 9 years ago

I WILL NEVER BUY ANYTHING FROM CALICO CORNERS.

Two months ago, I walked into Calico Corners for the first time. I went to the store in Greenbrae, California.

I was the only customer in the store at the time. By my count there were at least 4 employees in the store. One employee was actually training another employee, from what I could tell. The store was not very big, so it was no secret that a customer had walked into the store.

I walked around the entire store several times. I stopped repeatedly to look at fabrics, trims, etc. I was there for over half an hour.

I was never acknowledged by a single employee at that store. Nobody said "hello" let alone "may I help you" or "do you have any questions." Instead, I had the pleasure of listening to two employees standing in the cash register area arguing about whether or not to charge a customer about fabric. I do mean ARGUING. Not discussing. ARGUING. In the middle of the store. In plain sight of anyone in the store. When one of the employees had enough of the argument and huffed away, she walked right past me and didn't even look at me. The other employee then proceeded to recount the argument to a third employee and complain in length about the first employee.

Now, I've worked in retail for much of my career, from working in stores during college to working in the corporate headquarters for a major retailer. The calibre of these employees was no better than what I have experienced from teenagers at discount retailers. I certainly expected more from MIDDLE AGED WOMEN in what is supposed to be a REPUTABLE source for interior decorating.

Needless to say, I was completely disgusted. I stood by the front door, called my husband and said, in a voice loud enough to be heard to the back of the store, "We will not spend a penny at Calico Corners because they cannot be bothered to acknowledge a customer, as they are too busy arguing amongst themselves." I promptly walked out.

I tried to submit this feedback via the Calico Corners website, but I kept getting an error message. Apparently they don't want the feedback.

So, please share with their leadership that they missed out on a sale of several thousand dollars. I was planning on buying a sofa, chair and ottoman, as well as having curtains and a window seat made. I have also made it my mission to deter all my friends from shopping there.

Thanks!

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Comments (8)

jyyanks
17 years ago
last modified: 9 years ago
I am one of the people on this forum that endorsed Michael Thomas at Calico Corners and wanted to purchase a sofa from them. CC had good prices and I had gotten a coupon in the mail. However, I had the same experience as futuremrsdae. There were 4 associates at the store, not one of them bothered to approach me, greet me, even acknowledge me. The store was not crowded but I look pretty young, and I bet these people thought I wouldn't buy anything so they didn't want to bother. After half an hour of waiting for someone to come over, I left. I just called Alan Ferguson in NC and am working with one of their associates on picking out fabric choices for my Lee sofa and chairs. I had $5000 to spend, it all went to Alan Ferguson, I'm glad CC didn't see a dime of it. Thanks for sharing your story.
OT - is the Lee sale going on everywhere? What's the percentage off? I want to ask the person I'm working with abiut it.
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stealthecrumbs
Original Author
17 years ago
last modified: 9 years ago
For jyyanks-

I have purchased all of my Lee pieces locally, through our Crate and Barrel showroom. Once a year, they have a good custom sale. Lee prices vary greatly- I have a Lee sofa, for example, and was quoted almost $3000 by one dealer. I saw a similar model in a boutique furniture store just today for $2700. Mine was well under $2000 through Crate and Barrel, with the full haven down upgrade. I have not shopped the NC stores, particularly because I live so close to Greenfront in Farmville, VA and the bargains there are plentiful enough to get me into shopping trouble, but I would imagine that Alan Ferguson might be able to offer an even greater discount than a national chain.(The delivery charge at C&B was a flat $75 regardless of number of pieces, so that is something to take into account.) C&B offers custom Lee as a courtesy, though... it certainly is not something they market nor is it where they make their money. If you have a local showroom, you might want to at least get a quote from them. On the other hand, if you have a good relationship with someone at Alan Ferguson, that is worth A LOT. Great customer service is rare so I like to spend my money with folks who genuinely care. I might be able to purchase Lee for less elsewhere, but I have worked with the same associate on past projects and am just very happy with him... and very loyal. Hope that helps! B
dgmarie
17 years ago
last modified: 9 years ago
My CC experience has been different, although I have only had pillows made and don't know about their furniture. Our store is huge and is filled with sales people and customers. They are very friendly and tell me not to order now etc. because a sale is coming up on x date. Now, I think their prices are crazy for small items ($600 for a rectangular window seat with self cording and a zipper back over foam). I enjoy walking around and looking at the items.
jyyanks
17 years ago
last modified: 9 years ago
Belle
Thanks for your response! I do have a local Crate and Barrell and will get a price quote from them. It doesn't hurt to compare prices, especially since s/h is so inexpensive at C&B.
Thanks!
smile
17 years ago
last modified: 9 years ago
jyyanks - I had a similar experience at Stickley. We are a young couple, and it was evident that they were rushed and had no customer service to offer. It is wrong of them to stereotype people, and they lost a customer b/c of it.
john_wc
17 years ago
last modified: 9 years ago
We have had the exact opposite experience with CC. Great service and products. Some of their stores are franchises and in a designer oriented industry, apparently variations will occur.
Gloria Durrane
6 years ago
So Dissatisfied at the Michael Thomas Arden sofa I ordered. I researched sofa for correct size to fit in my sunroom. Ordered it through King's Lane, which is supposed to be pretty high end, when they had a sale. It cost $2400, shipping and white glove delivery making my purchase almost $2800.....supposedly marked down from about $3000. They really got me because it looks beautiful in the photos. There are no brick & mortar stores in my city for me to see it and try it out before I purchased it. The sofa looks like any other inexpensive one I looked at in other furniture showrooms in my city. They say it is down stuffed over foam. This sofa's cushions are mostly foam with a small amount of down & feather stuffing. The cover for the inside cushions are stitched whereas the appear to be turned inside out....stitched seams that should not be seen when you unzip the cushions are right there....this type of things note cheapness, when they could not turn foam, down covering so you do not see the stitched seams as soon as you unzip them. The seat slopes to the back and the back cushions move down lower than the back of the sofa when you sit on it. I don't know what the heck that is all about. The underside cover is stapled with the staples showing just like you see on furniture made in Vietnam or the China. It looks so cheap. The down and feathers is sparse...it is mostly foam in the cushions. I know quality furniture when I see it and this is not. They may have a different Line of quality furniture but this sofa is not it. I believe they sell cheaper quality to stores like Bed Bath & Calico. Unfortunately, in order for you not to want to return the sofa they charge you $500 to pick it up. All I want is for consumers to be aware of the difference in the quality of Michael Thomas furniture sold at different outlets.....there will be different quality.

a very bad furniture experience- BEWARE

futuremrsdae

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jyyanks

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a very bad furniture experience- BEWARE

futuremrsdae

Comments (8)

jyyanks

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stealthecrumbsOriginal Author

dgmarie

jyyanks

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john_wc

Gloria Durrane

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Original Author