We initially made a sectional purchase from Decorium with a warranty package. We were sold on the package when we were told that we will get the value back if the warranty service is not used within a certain amount of time. That time frame expired and was time to claim the full value back of the warranty. They did not make it easy for us to use this credit. We had to mail in request, that was then returned to us and advised that we had to submit in person, when we went to the store, it could not be done on the spot and had to wait a few weeks for approval, etc. We were patient with the process and when it was finally time to claim the credit in store, there were a lot of rules such as purchase needs to reach a certain amount. We were also being charged tax on the credit amount when we were already initially charged tax on the original warranty purchase. Long story short, Decorium was not willing to waive $45 and instead lose $400 on a sale as well as more potential business from a customer. On another note, we were also sent a letter with a promotional discount last year, and when we wanted to take advantage and use the discount in store, again, they did not make it easy, and made up clauses to the promotion, that were clearly not stated anywhere on the letter. I feel that this company works on a win lose business model where customers always get the short end of the stick. I feel that this company is very dishonest and deceitful. I find it entertaining that the CEO of the company responds to a review stating that "We appreciate your business and after 30 years in business we strive for customer satisfaction in all that we do." Clearly that is not the case as I find more customer satisfaction purchasing a $1 coffee at the local coffee shop than dropping $1000s at his establishment. BUYER BEWARE!
- Approximate cost of services:
- $1,500.00
- Company Response
Steve & Joyce,
So sorry you feel this way. We can't think of other retailers that run a program where the consumer purchases a product, then 5 years after the purchase the retailer credits the consumer the value of the item to use towards another purchase (with certain terms and conditions of course). All of the terms and conditions are clearly marked on both the form your filled out when you submitted your form and on the credit form you were sent when your credit was approved. If you still have the copies you might want to have another look. If you don't have the copies any longer, please feel free to email us at info@decorium.ca and we will send you the copies that you filled out. Our CEO, while not working on the day you visited our store and out attending a personal function, did take the time to speak with you via telephone while you were in the showroom to attempt to answer you questions. I'm sure you would agree that that was a pretty good level of service to have a call from the CEO? Hundreds of customers have happily taken advantage of this program and have had no issues with any of the terms and conditions. We are sorry that you don't agree with some of them but in the end we are glad that you were able to use your credit towards your purchase of something new for your home.