Reviews

Review Details

• Review fromDr. Hennie v

  Date: 11/04/2025

  1 star
  I recently purchased a XANDER-Q mattress from One Stop Furniture & Mattresses in Sidney on Vancouver Island. I am a 78-year-old gentleman and recently had serious back surgery. I spoke to Liz ********* and she showed me around in the shop. I liked one mattress and informed her that I needed a medium strength mattress. *** **** *** **** ** *** *** *** ******* ************ The mattress and base were delivered, and I found the mattress quite hard. I went back to the store 5 days later; a kind gentleman helped me and he told me that the specific mattress only comes in the hard form. He told me to look around and I decided on a more expensive mattress to purchase. He later returned with a senior lady who told me that the mattress was sold to me on a non-returnable basis. If I was told by Liz ********* that it was a hard mattress, I would not have bought it because of my sore back. I can accept that this company cannot change mattress bought if the new owner decides that he does not like the mattress, however, I was misled by **** ******** Liz and told that it was a medium strength mattress despite the fact that I told her that I had back surgery and needed a medium strength mattress.
  I want to inform new clients that they have to be careful when they purchase things from One Stop Furniture & Mattresses* *** ****** ***** **** **** **** ***.

• Review fromTony T

  Date: 03/01/2024

  1 star

  Tony T

  Date: 03/01/2024

  I wanted to support a local, small-town business and purchased an expensive ($3700 incl. tax) leather power recliner chair from One Stop Furniture in Sidney, just before leaving out of country for the Christmas holidays. I was hesitant about the purchase but felt I could consider and deal with it further after the Christmas holiday when I came back in a couple of weeks. Although I thought it would grow on me, the chair was a bad choice on my part and does not match my style or decor. Though only weeks since the purchase, when I returned home, I approached One Stop about a return, but they would not sway from their 7-day return (20% restocking) policy, as I was now beyond 7 days. I have offered to accept a refund for even just their "cost" of the chair, or return it on consignment, or even just an in-store credit. The chair is only weeks since purchased and their response is "nothing we can do for you". So, try to sell such an expensive item on-line for anywhere near my cost. I am hoping to recoup on-line possibly 1/2 the price I paid but doesn't seem so. Will be an extreme loss for me. I am disappointed that One Stop would give me no consideration or no possible options beyond their 7-day return "nothing we can do for you" policy. I am very disappointed with One Stop giving no concession at all for return of an expensive "new" item and will never shop there again.
  Tony in Sidney.

  One Stop Furniture & Mattress Inc.

  Date: 04/01/2024

  Tony, I am sincerely sorry we were unable to help you in
  this situation.  Our return policy is in
  writing, and always explained to the customer prior to completing every
  purchase.  We explained our policy to
  you, and had you initial and sign the agreement.  We are very upfront about our return policy.
  
  
  
  At the time of your purchase, we offered you the ability to
  return the product within 24 hours for a full refund (without charging the
  restocking fee).  You purchased a small
  recliner and ended up exchanging it for a larger size, which we did at no
  charge.  At the end of the day, we followed
  up with you regarding your purchase and you confirmed that you were happy with
  your recliner.
  
  
  
  When you contacted us about returning your recliner it had
  been over three weeks since the date of purchase.  Our return policy states returns will only be
  considered within 7 days.  You admitted
  the choice was your misjudgment and asked us if we would “break” our sales
  agreement by accepting the return of your chair and ordering you a chair from
  Amazon that you had found and preferred.  Unfortunately, we only order directly from our suppliers.
  
  
  
  We make sure to treat all of our customers fairly and
  equally by not making exceptions for some and not all.   As a result, we ensure that our policy is
  clear and understood by the customer prior to completing the purchase.  We feel this is the best and most fair
  practice.  Again, it is unfortunate that this
  chain of events happened and we wish it had worked out differently.