Ottawa, Canada
60 Byward Market Square
N/A
+1 6135629111
DeliveryIn-store pick-upIn-store shopping
We are impressed by our Reva sectional, but was deeply disappointed by the customer service. From beginning to end, obtaining our sectional could not have been more difficult. We initially went to order the product in the store, but we were told the specific colour we had had to be ordered online. We did as instructed, but was then informed we could not finance the sectional without processing things in the store, so back to the store we went. The salesperson promised a 20% discount that he did not actually apply to our bill, which resulted in awkward phone calls from the store asking for the extra money owed. Then when it came time for delivery, I specifically booked delivery for a particular day which was not communicated to their other staff, resulting in further confusing phone calls. On delivery day, the two men that were sent kept arguing with each other; one person was clearly distracted and dropped our chaise and was kicking our furniture around the apartment. Worst of all, they sent the wrong sized mattress with our package, so we currently still have an incomplete sectional that sags and is borderline unusable after 2 months of waiting for it to arrive. The local office was also entirely unhelpful with all of these things, and every time I would call about an issue, they would give me the phone number for their head office and ask US to sort it out. The head office was only able to place a ticket for us instead of coming up with a solution, so it is unclear when we would even get the missing mattress for our sectional. It is unacceptable that a store selling furniture at the prices they do have such awful customer service. We will never purchase from EQ3 again.
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Working from home during COVID in a small apartment I needed to rearrange my living space to include my office. I wanted furniture that was both functional and modular with a quality build that fit into my mid-century modern design aesthetic. Not an easy task! I had purchased furniture before from EQ3 that lasted over 15 years and made the decision to shop there after scouring the internet for other options. I made multiple appointments with Abdul and the team in the Market and they were able to help me choose the right colour leather for the Reverie couch (a classic that I had always wanted since EQ3 first opened). They also assisted me with configuring the layout of the Climb shelving unit (which was the only customizable design that I could find that used REAL OAK instead of particle board at my price point). I appreciated that they took the appropriate precautions to protect their clients when entering the store, following health guidelines and scheduling one on one appointments. Delivery of the custom couch was EARLY and the delivery team were like acrobats juggling a very large piece of furniture up a very narrow flight of stairs. The team followed up with me and were able to rectify promptly any issues I had with my purchases. I absolutely love the couch and the shelving unit!! (P.S. the boxy lights are great with Philips Hue colour lightbulbs)Thanks EQ3!
I had a great experience with EQ3. When my couch was ready, I received a call from Lucy who arranged for the delivery - she was friendly and accommodating. On the delivery day, when we encountered a few challenges with my stairwell size, she sent Shane and his crew to assist and boy did they deliver - helpful, polite and ensured I was happy before they left! The customer service level received from Lucy in particular was amazing - she was pleasant and knows her stuff! I even received a follow up call from her after the delivery to ensure satisfaction. Wow! Highly recommend this Canadian company not only for the quality and design of their furniture but for the incredible service they provide. Thank you Lucy!
If I wasn't already in love I would likely propose to Nate. That is how comfortable I felt during my shopping experience. He took the time to listen to our needs, to help give us creative ideas for our home and to genuinely try to help us find everything we needed without feeling pressured. They say good customer service is hard to find these days and you know what? they are right, because good isn't comparable to the impeccable level of service Nate gave us. I highly recommend this store to anyone who wants quality products and suggest you connect with Nate to share the same experience we had. Thank you Nate - we will be back.
We recently had a really great experience with the folks at EQ3 in Ottawa. About 10 years, ago we purchased a couch from EQ3 and unfortunately, the frame failed. We asked whether it was covered by the warranty, and it was, even with all the wear and tear. We came into the Ottawa location to have a look at options, and talked to David Andrade, the store manager. Despite the fact it was super-busy the day we came in, David was really helpful and professional, and encouraged us to make sure we got a suitable replacement. James and Isla were also really helpful during several trips to the store, and (after we arranged to get a new couch) even the delivery guys were really cheerful. Not sure the picture does it justice, but it is a great new look!
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