Client Review on iSource Design

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I have never once felt inclined to submit a negative review until shopping here, and I am only writing this in the hopes I can prevent others from having a similar negative experience. My boyfriend and I are both young professionals and went to look at couches for our new condo. We ended up purchasing a couch, and I was happy with the service through out that process. We went the extra mile and purchased the stain protector warranty for an extra fee, this states that within the first five years of ownership, if there is a stain, they will clean it for free, and if it cannot be cleaned then we will get a replacement couch no charge to us. We ended up renting a truck and went to pick up our couch. We brought it to our condo and carried it up the five flights of stairs. To our dismay, when we opened it the light grey couch had a black burn/glue mark on the back. I contacted Mike (service manager) regarding this and he said first step was to send the cleaner out, which I agreed was fair. The cleaner came out and deemed it was not cleanable as it was a burn from the glue. I contacted Mike again and he stated that my option then was to PAY a delivery fee to get a new couch delivered. I argued that this stain was not my fault as it arrived to me this way, and to me it was a miss on their end that they sent the product out and I felt as though they should be delivering a new one free of charge. He was adamant that if I had originally paid to have it delivered and not picked it up myself THEN I would get a free delivery for the replacement. I think Mike’s customer service was extremely disappointing. Simply because I did not pay the delivery fee I am stuck with a damaged couch when I paid over a thousand dollars for a couch that is expected to be in good condition. In addition, he told me that if my couch is against a wall why does it matter... not only is where I put it none of his business, but the point is when I pay money for a product I should have the option to put it wherever I want, and it should be in good condition to do so. It is upsetting to me that Mike would not honor the stain protector warranty I purchased especially since the stain was not caused by me. It is important to note that in the end the issue was resolved and we had it delivered free of charge, but equally as important is that this was only after a ridiculous amount of effort and convincing on our part to get the kind of customer service and respect we deserved from Mike, not to mention there was no apology when he finally called back to say they would cover the delivery. The one great thing was the delivery man who dropped off the new couch, he was BEYOND NICE and apologetic and his amazing customer service really turned my experience around. However, due to the service I received from Mike i will not be recommending any one I know purchase from Design Manitoba, or be purchasing again. It’s unfortunate because every one else was very nice and helpful.