Disappointing experience with product representation and store accountability
I have been a repeat EQ3 customer for years and have bought several pieces from them in the past. However, my most recent experience has been very frustrating due to a lack of ownership regarding a clear recommendation error made by their staff.
In January of 2026, I visited the Toronto King Street East showroom to replace my existing EQ3 sofas. I came prepared with photos of the room and precise measurements. After looking at the Madison model, two different staff members on two separate visits recommended the armless version. They assured me it was the correct, shorter solution for my floor plan. Based on their expert advice, I placed the order.
When the unit was delivered in May, I realized it was not a standalone sofa at all. It is a middle component for a sectional. The sides are not finished with matching upholstery, and there are metal hooks protruding from both ends that are meant to lock into other pieces. Instead of the finished look I was promised, I have exposed hardware and raw fabric facing into my living room.
When I contacted the store to resolve this, the manager informed me that because the piece was custom ordered, the sale was final. Most disappointing was the explanation regarding the sales advice: I was told that because the two employees I spoke with are no longer with the company, the store has no way to verify what I was told and therefore cannot honor their recommendation.
It is discouraging to feel that a company’s word and professional advice expire the moment a staff member leaves. I did my due diligence as a customer by providing measurements and seeking guidance. Now, I am left with an unfinished piece of furniture and a store that refuses to stand behind the advice of its own representatives.
I would suggest that future customers be very cautious about relying on in-store recommendations here. Ensure that what you are buying is a finished, standalone product, as you may find yourself with a modular piece that was never intended to sit on its own.