Walter E Smithe Furniture + Design

I have been buying furniture from Walter E. Smite for over 15 years now. Though they are out of my price range, the selection, style, and quality keep bringing me back. And having the services of a professional decorator while you shop is the icing on the cake. Among the furniture I purchased this spring is a sofa sleeper. When we received the actual piece with custom fabric, it was not nearly as comfortable as I remembered. We realized that there was a problem with the frame sitting too low, based on a problem with the springs in the fold-​out mechanism. Well, I should have addressed it right away, but life happens and months passed. It dawned on me to call W.E.S. Their technician came out to our house twice, but we still felt the cushions were sinking into the frame. At this point, the sofa had been in our home for six months.
Not expecting much, I called the warrantee department and relayed the saga. They got back to me within 2 hours, and offered me either a new couch or a full credit towards another sofa.

With the help of two fantastic designers, Janet M. and Jean S., we just finalized the purchase of a new couch. The customer service we received went far beyond my expectations. I look forward to many more purchases through the years at W.E.S.

I can’t review the quality of what I bought because I haven’t had it long enough, and I don’t have everything I ordered in June yet, and it’s the end of October. I’ve had to contact «customer service», and I use that term lightly, at least three times to find out if the second part of my order was being manufactured at all, then was told it would be delivered in late August, then late September, then late October, and guess what? It’s October 31^st and I haven’t heard from anyone as to when my love seat will arrive. Supposedly in transit from Italy. I had another $ 10K to spend on furniture and will go anywhere else but here. Don’t do it, it’s not worth the hassle.

I was leaving a review about another business and realized this review is long overdue.
The designers here are top notch and work hard to understand the tastes and needs of their customers. I honestly can’t say enough good things about my experience here. I was honestly a bit apprehensive about purchasing custom furniture from W.E.S., but after hearing about a friend’s good experience, I decided to give it a shot. I suppose I had a preconceived notion about the options available. I assumed most of their furniture was more on the traditional side, but I was wrong. They have many, many people in their book and access to modern lighting and other accessories.
In my case, I ordered a custom sectional sofa in midcentury modern style. I was able to test out the depth and height of the floor model design in leather and Janet was extremely helpful with regard to fabric. The sofa looks beautiful in my room and the white glove delivery (with Janet’s help) went perfectly.
Overall, I had an amazing experience and would purchase from W.E.S. again.

Three weeks ago, I got a message that my order arrived at WES. I ordered fabric, and an area rug. I went to pick it up only to be old I owed more money. No, I said. I can’t possibly. I have receipts that show zero balance. Also, I paid everything I owe. My salesperson, Jean, argued that I still owed her fee for coming out and doing and an-​home consultation (a waste of money) but I paid it when she was standing in my condo. I paid over the phone and WES sent me a receipt. She said she would pull a full accounting of my purchases and payments (I bought vases, artwork, a rug and fabric to recover a bench). She said she would get back to me that following Monday. IT’S BEEN THREE WEEKS. I do not have the merchandise I purchased, and I have not been given a credit. I have not heard from Jean, or anyone at WES. They have my money, and my merchandise. I’ve been waiting patiently assuming they would clarify the mix up and call me, email me, reach out, but NOTHING. This is all on top of the fact that I had to update my contact information with Jean several times and she still called the wrong number. Now I have to deal with these incompetent people all over again and all I want to do is relax on a Saturday! Stay tuned.

I must be living right! I am shocked that the reviews aren’t all 4’s or 5’s. We did not use the design services but took a lot of time with our decisions. Greg helped us with pricing and fabric choices and did a good job.
Having worked in the design industry before, I was aware that they are dependent on the manufacturers they sell (very sought-​after and high quality) for the delivery schedules. There is not a lot they can do if the factory shuts down in the summer for vacation, or the fabric is back ordered. They must have learned their lesson because they gave me 10 – 12 weeks as an estimate. Lo and behold, the furniture was here in 5 weeks. And we love it. Just delivered today by two very friendly and careful guys. Then two hours later I get a followup call to see how the delivery went and how we like the furniture. I don’t think you can get better customer service that that.
I found the stain warranty to be really inexpensive for what you get. If you read what they’ll do if you stain your fabric, you won’t believe it. I hope I don’t have to use it.
Keep in mind that this is Lifetime Furniture – quality at the top of the heap. Maybe Crate and Barrel can deliver faster and cheaper – but this quality is far and away better. Worth waiting for.

We ordered very expensive furniture last year in September (2014). The furniture was supposed to arrive within 3 months. We received the furniture on August 3, 2015: 11 months after the order. During the 11month period Walter E Smithe would respond only to an email we sent but never reached out themselves. The 11 month wait was full of lies, false apologies and fake promises of eminent delivery. The staff was unprofessional, right hand did not know what left hand was doing. I have no energy to elaborate further on their constant misrepresentations.
After 11 month wait one would assume there is a significant discount to be offered??? Oh now, they offered us a 500 USD in store credit purchases. What a joke, that was slightly above 1% of total cost. The additional reduction was give in the amount of 2500 just to cover interest rate incurred for credit card and that after months of negotiations.
But this had some continuation: the final total amount WAS charged to the wrong credit card. They stored without our authorisation our credit card details from last year and didn’t even pay attention to the fact that we filled the billing form with new credit card details.
AVOID BUYING ANYTHING FROM THEM. UNPROFESSIONAL CHEAP LIERS!

Hi Mark,
While I certainly appreciate your help and willingness to make things right, I want to make you aware of something I feel you are overlooking. I was past the point of frustration when you stepped in. The communication, expectations set by your staff, and customer service skills all had fallen so short by the time you rolled around that it didn’t seem to make it right. I was already upset and had undergone numerous frustrating conversations with your team with no resolution. In my opinion, it shouldn’t have gotten that far before you stepped in. That is the main reason why I did not change my review to a more positive one per your request. I love my couch, but I don’t love what it took to get my couch.

Had to update as owner came straight back to me and rectified issue and gave me a new warranty for the furniture. This was above and beyond my expectation. Thank you!!!

Greetings:
I was recently in the store after a long time away and found it to still be the great place I have always enjoyed in the past. Beautiful and filled with very knowledge sales associates. It’s always my go to place for a new something to brighten up my home. Have been going for many many years… top quality at good prices.
JR

Our 2 year old couch which is used only six months a year and has already been reupholstered with a significantly costly upgraded fabric is already showing wear and tear. The first time it was delivered the fabric discolored, and it had to be sent back. The second fabric is not much better and the cushions still do not fit properly even though we went to the factory to talk to the people who do the work Complaining to them receives the same response as talking to a brick wall. Their ad «you’ll love it; we guarantee it» is a lie. This is the worst piece of furniture we have ever owned. Go elsewhere as fast as you can.

I like to wait before posting a review on expensive purchases, to make sure they hold up. Happy to report that the mid-​century recliner chair and sofa I bought here last year are still performing. I love my sofa, but the bright orange chair is my favorite. It actually called to me as I passed it in the store… buy me, buy me!
It took a couple of weeks longer than quoted to deliver, but I think that’s pretty common in the custom furniture biz. I brought a furniture savvy friend with me to help pick them out, and since I had already donated my old sofa, she thought to ask if they have a loaner program. They do… they actually loaned me a sofa for free until mine was ready.
My only gripe is that my salesperson never followed up with me to be sure everything was okay. I called several times for instructions on how to care for the fabric and got no response. Not really sure how some stores are so clueless when it comes to follow up, but this one doesn’t seem to realize how important it is.
If you are without a sofa, be sure to ask if they still have a loaner program. (Note to self: don’t donate your old furniture until the new pieces has been delivered.)

We’ve had a wonderful experience at Walter E. Smithe, and I highly recommend working with James Finley-​Bird. He has literally transformed our entire home (and life now that we love our home!). He respected our budget and made a plan within budget. He also suggested paint colors that would go with the design. I can’t say enough about James and the customer service team at Walter E. Smithe!

Is anyone else having trouble calling a Walter E Smithe store? I have been trying headquarters and 6 stores since 10 am this morning (5−22−14). No message and no answer at any store.
We purchased a sectional 10 months ago and the material on one of the cushions has stretched out of shape.
Just trying to call someone who can direct me to the proper department for help. HELP!
Not so happy with customer service.

exceptional customer service! We worked with Tony and he was great to work with. What made me really happy is their follow up — they called several times to let me know about my custom order status. Additionally, they showed up on time for delivery and they were very friendly. They even called after delivery to make sure I was happy.

I was told my order will be ready in 3 – 4 weeks and it has now been 6 weeks already, I am told it will be another 6 weeks at least. I received one piece — the bed — but the wrong size so now they need another 2 months for that. It’s just ridiculous that I’m stuck and they are doing nothing to expedite or make good.

No stars!
I had the worst buying experience of my life.
I was there 3 times. The last time with my decorator. The salesperson had no idea what she was talking about. The worst? The price kept on changing
It cost me time, the hourly rate of my decorator and I just finally walked away
I suggest if you need furniture, try someplace else

Upon purchase, expect complications and longer than predicted deliveries! 1^st rug purchased and was suppose to arrive in 6 – 8 weeks, then they decided a month latter to let us know that it is back ordered for 3 more months. So we changed rug orders, only to received a stained rug. They stated the rug was discontinued and that they wont give us our money back. After several phone calls and emails, we will finally get our money back… WHAT A HEADACHE. Not to mention, when another piece of furniture was to be delivered, we specifically stated our buildings hours for deliveries. When they called the night before to give the delivery time, it was after delivery hours. I told them so, and their response was «That’s not our fault.» After taking a day off of work, they didn’t even deliver the furniture. I will never use them again. Their customer service needs re-​evaluation.

Ermire Kolovic Senior Designer at the Clybourne location is amazing. She is patient, fun and full of fresh ideas. She really listens and it’s obvious she loves what she does. She’s even offered to help me pick out paint color for my walls. I have purchased a few rugs and a gorgeous Henredon couch… these pieces were not in the showroom and Emmire took her time and found these amazing pieces for me. Thanks for your help! I will absolutely send friends and family to you!
Luis

I am frankly shocked by the low reviews this store is getting. We used their design consulation services this fall and had Michael come out to our house to pick some furniture. He gave us great suggestions for the two rooms we were looking to furnish and we ended up buying a couch, coffee table and side table. They were delivered promptly with no problems and we get so many compliments on them!
While this store is a little smaller than some of the suburban ones, but they can get anything the other stores had, so you’re certainly not limited to their selection. As we continue to furnish our home, we keep going back! Walter E Smithe is competively priced with any of the other large furniture stores in the city, but they always have sales, cash discounts, etc… that makes their stuff even more affordable.

We bought a sectional, chairs, and footstools. Steve was very helpful and patient. My husband and I took a long time to choose exactly what we wanted and exactly what color we wanted. Steve stuck with us, and now we have some very nice furniture. Delivery came sooner than expected on all the pieces, and the delivery guys were very friendly and fast, too.
My small issue with Walter E. Smithe is their Smithe Coating pricing. We got the Smithe Coat protection on our sectional. I would have liked to get the two chairs and footstools coated as well, but each piece was quoted the same price as the large sectional. That drastically increased the cost of the already pricey furniture. We turned the coating down on those pieces because of the high cost. I understand that is how they price the protective coating, but from the customer’s perspective a footstool should not be charged the same price as a sectional.