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Nebojsa Marijanovicvia Google

about 2 months ago

We purchased sofa, loveseat and swivel chair. They are good quality as expected. Special thanks to Mansi Thardak for excellent service. However, delivery was delayed by 6 weeks, but thanks to Mansi, we received an excellent attention and support. Highly recommended, but confirm delivery dates. Furniture is made in Canada and high quality.

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Kristine Cartervia Google

2 months ago

My husband and I had a fantastic experience at the store with Sandy and Christine! We were browsing for a sofa online and decided to visit the store to check out the Laze sofa in person. When we had to step out for a bit, we noticed Christine was busy when we returned. But Sandy went above and beyond, taking the time to answer all our questions until Christine was available. Christine was incredibly knowledgeable and made sure we had all the information we needed. We're definitely making a purchase soon! Great customer service from both Sandy and Christine.

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Amanda Harrisvia Google

4 months ago

We bought a beautiful couch from EQ3 Vancouver two years ago after looking at a lot of stores. We love our couch and are so delighted it is made in Canada. Everyone we came in contact with at the Granville store was awesome and super helpful. I just ordered a couple of meters of fabric so that when the day comes when the cushions need recovering, I will have the correct fabric and I experienced the same professional customer service! Always remember folks…. treat people the way you want to be treated.

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S Familyvia Google

5 months ago

We ordered a sofa and loveseat from EQ3 and this has been the worst customer service experience we’ve ever had. First, the order arrived about 1.5 months later than promised. When it finally came, one of the pieces had wrinkled fabric. We called the store right away for a replacement or refund, but they refused to help and told us to email customer service. Customer service was extremely slow and unprofessional: • It took 3 days just to get a reply, then they asked for photos. • After we sent the photos, they waited another 3–4 days and then asked us to resend the same photos again. • Days later, they came back claiming nothing was wrong, blaming us for “sitting and sweating on the couch,” and told us to stretch the fabric ourselves. For reference: one sofa looked perfect, while the other looked like it had been used for 5 years on the day it was delivered. After weeks of back and forth, they finally agreed to send a technician. By that time, fabric from one seat was actually sticking out. The technician said clearly this was a faulty product and even admitted that she herself had been given a similar one for free because of the same issue. We thought the issue was finally resolved — but instead, customer service came back saying the technician reported “everything was normal.” They refused to provide us with the tech’s report, refused to escalate to a manager, and ignored multiple requests for management’s contact information. In the end, they agreed to a refund but charged us a 25% restocking fee plus over $200 in delivery fees to return a sofa that was defective upon delivery. This is by far the worst service I’ve ever received from any company, especially shocking from a Canadian brand that manufactures its own furniture. EQ3 did everything possible to avoid accountability. We are taking them to small claims court, and I hope this review forces them to reconsider their procedures so no one else has to go through this.

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Odile S.via Google

7 months ago

I am absolutely shocked by the customer service and support I received from EQ3. As a long-term customer, I can confidently say that I will never shop from this company ever again. We ordered a Mesa Round Dinette Table with a marble top and received it with orange stains all over it! When I reached out to the store, the Sales Associate who sold us the table told me that these streaks were natural part of marble and that another customer had bought the floor model with the same streaks and had no issues. That sounded like a made up lie. However, these stains do not look natural. The table arrived with orange stains all over the top and bottom. I requested a refund, but she didn’t care to get back to me at all. I then reached out to Customer Care by calling, but they couldn’t care less. This sent me into full panic mode and I ended up being severely stressed over this for a full week because they wouldn’t pick up calls and would take two business days to respond. When they did respond, it was a very generic copy-paste email with no empathy or willingness to resolve the situation. When I requested a refund, they took another couple of days to respond and then told me that I was past the 7-day return policy from the delivery date. That’s when I really lost it and called the store. Thankfully, I was able to speak with the Assistant Store Manager, Maple. When I told her about our issue, she said that there were no notes on my file. So bizarre. However, she was very sweet and understanding and sped up the pickup and return process for us. If not for her, I would still be dealing with nonexistent customer care. I will never shop here again. I already lost over $600 in delivery fees through this transaction because they wouldn’t waive it, and they dared to charge me $300 for returning a table that they delivered with stains on it! A customer paying $3,000+ should never experience this type of stress. Stay away from this company at all costs!!!