Toscana

This is a pending review. I purchased a sofa from here on Saturday night at closing time and early Sunday I called and asked to cancel my order as I was getting cold feet and would like to have more time to consider my other options. It was then that I was told that ALL SALES ARE FINAL. Which is just bad business, period. I was not told that they have a no return policy, instead, the woman at the store kindly pointed out that there was script next to where I signed my name that said all sales final. I was put in touch with the manager who then told me that there would be a 30% stocking fee because the item was likely already pulled from inventory which I find hard to believe that my sofa was pulled from inventory within 2 hours of the sales order being placed (sales order wasn’t placed until Sunday afternoon since I purchase on Saturday at closing time).
I’m truly hoping to have a good experience at this store. I will be happy if they cancel my order or find me the exact sofa that I initially wanted. I really don’t like being in a situation where i’m feeling cornered and lied to. Being that this store is at Santana Row I was not expecting to have such issues. If policies aren’t changed and courtesy’s are not made to the customers this store will not last long in this location. I would expect a no return policy for some random store on a side street but not in this location and the fact that they didn’t tell that returns are not allowed is dishonest and fraudulent.
THIS REVIEW MAY CHANGE DEPENDING ON THE OUTCOME OF MY RETURN OR EXCHANGE.

Do not go here if you are expecting any decent customer service. They do not have it.
My wife and I wandered in here a couple weeks ago to look for a dining table. We didn’t see anything on the floor we liked, but they had a few books of different styles. We found one we liked, and made the purchase. Our salesperson (Mali I think) was nice. So far so good right? It was all downhill from there.
Even though they told us it would take two weeks, they were ready to deliver the table the following Wednesday. They gave us a delivery window of 4−6pm. 6pm came around, and the delivery guys were no where to be found. I called the delivery team and spoke with (Vi?) and he told me that they were running a little late and would be there by 7. 7pm rolls around, I call again, and he said they are stuck in traffic. The delivery guys don’t show up until 8:30pm, and best of all, they bring the table in pieces and don’t have the parts to put it together! So not only are they almost 3 hours late, I’m left with a table that isn’t put together. The delivery drivers say someone will come out tomorrow with the parts to assemble, I said okay fine. Why they even wasted my time to try to deliver an unassembled table was beyond me. This blunder caused me to cancel my plans for the night when they could have just rescheduled delivery for a later time.
So no one calls me the next day, so I call them. I told Vi the issue, and he’s blaming the drivers for lying and they only do deliveries on Wednesdays and he can send out someone next Wednesday to put together the table. I ask him what good would an unassembled table do for me for a week? He replied, «Well if you are truly desperate, you can to go the store you bought the table from and get the parts, they have them there.» I didn’t know having a usable table was a «desperate» situation. I asked why he couldn’t have someone come out to get the parts and assemble the table and he was unsympathetic at all. I asked him why didn’t they check to make sure they had all the parts they need prior to making their deliveries and he was puzzled that I would ask that, like it would be too much of an inconvenience for them to do that.
I then told him to refund my delivery and assembly because they did not fulfill what they said they would do. He said no refunds, and that was that. Then he said, life is horrible sometimes. Horrible is an accurate description of their service once they have their money.
I then had to drive to the Santana Row store, and get the parts from a gentleman named Steve, who told me they were aware the parts were missing on the day of the delivery, but did nothing to fix that. On top of that, I discovered that the price we paid for the table was more than what their price was online. I was told that I’d get a refund for the price difference, and the price of «delivery and assembly» (if you can call it that). I’m still waiting…
Avoid shopping here, salespeople are nice, but after you pay, you’re pretty much SOL. Check the reviews of their other stores to see what I mean.

I went to Toscana on July 29^th to look for a new couch for my living room since I was painting the walls and replacing the carpet. I was excited to find a very nice sectional couch at what I thought was a reasonable price. I also found a nice coffee table that works well with it. I was told that it would have to come from Los Angeles and that it could possibly arrive the next week of 8/​7, but would probably arrive the week after (⁸⁄₁₄).
When I got home, I did a quick internet search so I could look at the dimensions and found that I was overcharged quite a bit for the furniture. I called the store and mentioned this and the sales lady (Olivia?) just responded with ‘I’m sorry, all sales are final.’ I wasn’t very happy with this response so I asked for the owners contact info. I emailed them. Sergio did respond quickly and was much better than Olivia at handling my issue. He mentioned that the online price I found was for a lower quality sofa, which seemed reasonable to me, but we’ll see when it gets delivered.
That’s the second issue — delivery. I called last week to see if the couch would be in and they told me it would be in this week (⁸⁄₁₄). So to prepare, I put my old couch on Craigslist and sold it this weekend since that’s the best time to sell furniture. I never received an update on shipping and when I called them yesterday, they finally got back to me that it wouldn’t be delivered until next week (⁸⁄₂₃) at the earliest. Obviously this is an issue since I sold my couch AND I’m having company over this weekend.
I immediately emailed the owner again, but I have not heard back from them.
Don’t bother to shop here if you need to feel like you are getting a good deal or need the furniture right away. They don’t communicate this very well and don’t deliver as expected.
UPDATE — I got a call from the warehouse manager shortly after I posted this. They said that they didn’t have a full truck out of LA, so the sofa didn’t ship. They offered to have the floor sample delivered tomorrow (⁸⁄₁₄). I asked if they would give me a discount, they said they would not because they are going to lose sales because of this. I own a business and if I make a mistake, I make good to the customer. Giving me a used couch at no discount would not work at my company.
Also, I asked about the coffee table delivery and they said it was in NC and wouldn’t be in until mid-​September. I was never told this. Very disappointing.

We viewed the store hours online and made a trip to this location on a Sunday morning. We arrived at the listed opening time and the store was still closed. Security informed us that it was a frequent issue and the sales rep ended up being ~30min late, which should have been our first sign.
After multiple visits to the store, we ended up purchasing a black-​brown L shaped leather couch and (what we thought was) a matching leather recliner. We were given an estimated arrival date that ended up getting extended an additional 3wk, without notification had we not continuously called.
A few days after receiving the furniture, observing it in proper sunlight, and inspecting the different tags, we realized that the color was off by not matching and they were not made by the same company. We returned to the store and spoke to the same sales rep, who instructed us to e-​mail the manager because we may be faced with a restocking fee, since we should’ve inspected the product prior to leaving the delivery truck. After multiple e-​mails to the manager and company, we failed to receive any response.
If you plan on making a purchase, make sure the furniture is placed side by side and in direct sun light on the sales floor (even if the color is named the same and it is being presented to you that way). Don’t trust that they are selling you matching furniture that will arrive in a timely matter.
We are extremely disappointed and frustrated, since we don’t have the time to play games with the company for a return.