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Walter E. Smithe / Customer Service

1 Vernon Hills, IL, United States Review updated:

September 1st we order a couch from the Walter E. Smithe in Vernon Hills. We ordered it knowing we would need it for our party on December 22nd so made sure to order it months ahead. In the beginning of November we got a call from our sales person and she said that our order had been canceled. I asked when this had happened and she said 3 weeks ago! So I went in the next week to look for and order a new couch. When I got there she informed me that the couch order was actually going through. She promised it would still arrive in time for the party in December and I would be compensated monetary. She was then supposed to email a reconfirmation. 3 weeks passed and I heard nothing, though I emailed her 3 or 4 times. When the new contract arrived 3 weeks later, it was the same price and it said it would take 6 to 8 weeks (arriving end of January). I called Walter E. Smithe to talk to the sales person and got her voicemail. I then asked to talk to the manager. The manager promised she was get back to me the next day once she figured out what was going on. It has now been 2 weeks since I talked to her last. I finally got ahold of someone today who could tell me the date my couch would arrive and they said end of January, stating that Katie (I have never spoken to a Katie) had emailed me and sent me a postcard about it. There has been no communication from the company and they don't seem to care about my business nor the fact that it is taking 6 months to get a couch. I am telling everyone who will listen not to go to Walter E. Smithe, since the customer's satisfaction is obviously the furthest thing from their minds.

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Comments

  • Ja
      12th of Jun, 2009
    +1 Votes

    Some people are never happy. Patience is a virtue!

  • Ja
      12th of Jun, 2009
    0 Votes

    yes indeed!

  • Do
      8th of Feb, 2010
    0 Votes

    I've had a very similar experience and WORSE at Walter E Smythe. I regret spending my money at Walter E Smythe. Read the fine print. Please try find a local furniture store to support. This person waited 6 months for her couch! Comments by Jasono316 sound like those made by an employee of Walter E Smythe, in particular when he posted again agreeing with himself!

  • Al
      22nd of Feb, 2010
    0 Votes

    We just ordered bar stools from Walter E. Smithe...I'm afraid to see how long it will take to get them! We were planning on going back for more furniture...now I think I'll just wait to see what kind of delivery service we get on the stools before we try anything else...

  • Ma
      26th of Mar, 2010
    0 Votes

    I am one of the owners of Walter E. Smithe. I am very concerned after reading these comments and would appreciate the opportunity to speak with anyone who is not satisfied to learn about their experience and make things right with them.

    Our company has been in business here in Chicago since 1945. We make about 40, 000 deliveries each year and 99% go great. We come to work every day in good faith to make our clients happy, and I am sorry if we let you down.

    Sincerely,

    Mark Smithe
    630-875-6200
    marks@smithe.com

  • Sh
      17th of Oct, 2010
    0 Votes

    Mark,

    I have been to your Geneva store on three occasions. You need to know they are very argumentative and not very friendly.
    On my first bad experience with them, I did call your customer service number from the web site. They told me to go to a different Walter E Smithe store. I was not going to drive out to Oak Brook. Thats not what I wanted to do. Drive out of my way because of Geneva's attitude.
    I ended up buying from Ethan Allen in Batavia. The reason was how you get treated when in the store.
    Brian

  • Je
      2nd of Feb, 2011
    0 Votes

    I have been to 3 locations to shop around. The salespeople jumped on me and then when i could break free they stalked like vultures. Very bad experience shopping there

  • Jo
      24th of Aug, 2011
    0 Votes

    I am also in the middle of a couch delay hassle! Poor/no commuication from the Arlington Heights store and I just want to cancel the order and get my money back. They told me this week that they are not even going to START making my couch until October because they don't have the fabric! This was after 5 weeks of waiting already and not knowing this was going on. At that point, I feel I have EVERY right to cancel the order and get my money back! And I don't want a temporary couch in the meantime to help me out--I already have my old couch for that! Just give me my deposit back and MAYBE I'll shop there again in the future.

  • Ri
      19th of Mar, 2012
    0 Votes

    I am going through the same experience as Jormom. All I hear in my update from the order department is fabric is not in stock and will arrive next month. This makes me so uncomfortable since this could potential go on for 6 months. I have every right to cancel my order and get a full refund back in this case. I dot care about the loaner they have provided since that won't help for long. I wish I would have not gone to them to get my couch it has been a stressful ad frustrating experience.

  • Yp
      21st of Jun, 2012
    0 Votes

    VERY happy with my purchase at Walter E. Smithe! Kudos to Barbara K., the designer from the Glendale Heights, IL store. She has been the greatest, most gracious person to deal with. She made our shopping experience a great pleasure, and she even went above and beyond by offering us a discount on our final purchase, which showed what a wonderful person she is! Today, I received the delivery of the furniture, as scheduled, and I am so excited that I wanted to share my happiness and satisfaction with you. :)

    Good luck to all of you with your purchases and hope that a staff member of your store can make it right for you.

    Yolanda Paez

  • Ma
      5th of Oct, 2012
    0 Votes

    The majority of our special orders arrive within the promised time frame. In the unusual event of a delay, we keep our clients up to date until the furniture is delivered. I am always available to help with any concerns, so don't hesitate to call me. My Grandfather Walter E. Smithe Sr. founded our business in 1945. He believed every client transaction should be satisfactory. We operate the company based on that philosophy. The vast majority of our clients have a positive experience and return to purchase more.

    Sincerely,
    Mark Smithe
    630-875-6200
    marks@smithe.com

  • La
      13th of Oct, 2014
    0 Votes

    I will warn customers to think twice about ordering a sofa from Walter E. Smithe. The post like legs are not sturdy enough to hold a full size sofa. Mine is several years old. Last Christmas Day while entertaining family a front leg completely collapsed. I had to hold up the sofa with a pile of books. I called a upholsterer friend who looked the sofa over & said he couldn't believe any quality company would make a sofa with such weak spindly legs. Two other legs were bending also. He replaced all legs with square sturdy wood ones ...which cost me $150. Very disappointing ! I noticed a t.v. Ad recently with a sofa & yes they are still putting those legs on sofas.

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