EQ3 Montréal - Griffintown

I was promised that I would get a call from the warehouse on Wednesday Aug 16th and the sofa will be delivered 17th. I called the customer care to check if my sofa is getting delivered today and they told me it will be done only next week. I cancelled all my meetings and stayed home for the delivery. This is very frustrating and even more frustrating when I explained my situation that I have nothing at my place to sit on and still they gave me a false promise.

Update: Finally sofa came disassembled. The store again gave me a false promise that since the sofa is a floor model, it would come in one piece and I do not opt for assembly option, now I have to wait another 2 - 3 days for this to get resolved.added to all these frustration, I noticed the sofa is torn at the back side which was never informed to be nor specified on the invoice. This is unacceptable and broke my trust with your company and to be honest I am very unhappy with the money that I wasted buying your sofa.

I informed this to the store and the customer service and they promised me again that they will resolve all these issues. I at least hope they will take the effort to resolve all the issues.

I was visiting Montreal this weekend on Saturday (I’m from Ottawa) and came across your EQ3 store located in the Griffintown area So i decided to check In. I need to say how beautiful and tidy the store was and also I was very welcomed by the employees there. I definitely recommend it!

Great customer service and quality. The furniture took a bit to arrive, but it was worth it given that you customize everything to your taste. Keven helped from beginning to end through my purchase. Delivery was for the first time painless, so easy, they picked up everything, and leave it ready to go

I went to this store with a peace of mind knowing that they had private parking in Griffintown where there’s never parking. I was there litterally for a quick 15 MINUTES, not more as I didn’t see what I was looking for. When I left the store I saw that my car was being towed from the EQ3 parking! How can clients peacefully shop at this store when their car can get towed anytime even during operating hours? This makes no sense at all and really made me have a terrible experience. Be aware everyone. You better pick another EQ3 where you can find your car where you left it.

Ma pire expérience avec un magasin de vente au détail… c’est malheureux car ils ont de belles choses, mais le service est juste un cauchemar. On m’a proposé une chaise en liquidation. Puisque c’était un gros montant, j’ai pris 2 jours pour réfléchir. J’ai dû rappeler par la suite 3 fois sur une période de 1 semaine (vu qu’on me rappelait jamais comme convenu). Pendant ces appels, on m’a confirmé que la chaise était réservée ainsi que son prix, la gérante devait juste me rappeler avec les détails de garantie. Silence radio pendant 1 semaine. Je les recontacte, et soudainement, la chaise a disparu. Elle et les 10 autres chaises ne sont plus là, mais ce n’est pas de leur faute car ils n’ont pas accès à l’inventaire à jour de l’entrepôt, bon c’est ce qu’ils me disent… personnellement, après cette expérience, je ne peux plus recommander eq3

Very pleased with both the quality of service and products. Bought a sofa and an office chair from this EQ3; the salesperson was super helpful, the furniture came on time, delivery was very professional and both pieces are excellent.

Nous avons eu un très bon service avec Leanza, qui nous a offert de bons conseils et un excellent soutien à travers le processus de commande de notre sofa. Nous sommes très satisfaits du produit final (l'assise est confortable et le matériel est de qualité). Le seul défaut est la procédure rigide de la mise en commande. Dès que nous faisions un changement (petit ou gros), nous nous retrouvons à la case zéro dans la liste d'attente pour la fabrication. Par contre, ce n'est pas la faute du magasin, mais du fonctionnement d'EQ3.

Nous avons reçu un service exceptionnel de la part de EQ3 Griffintow, Leanza notre conseillère nous a guidés dans notre processus d’achat avec de très bons conseils! Milles mercis!

Great service
Love the pieces
Quality and uniqueness of items is upto par
Expect to spend a lot per item purchased

We ordered a custom made sofa in July, and we were told it's going to take 6-8 weeks. 11 weeks have now passed, no one follows up our order at all. We've sent another email last week, they said "going to check with HQ" and never replied again. What is going on? At the same time, our bed has already been staying in their warehouse for one month, and no one asks us if they can deliver that first. Their furniture's quality looks good so I didn't expect there could be NO customer service when I visited them.
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For replying owner comment: I understand you won't be able to help and can only ask us to contact EQ3 support again and again, but we've contact EQ3 supports (both email and phone) before and after leaving these comments and things are not getting better. For bed frame arrived without screws issue, we just received a reschedule call, thank you.
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December 2022 Update:

The sofa which it was said needs 6-8 weeks, took 14 weeks of waiting time, and finally arrived with our bed frame. We were told at the moment of purchase that it’s going to be a white glove delivery and installation, this is what we got:

- the bed arrived without screws (bed stored in the warehouse since September)
- the delivery/installation guys were very rushed, dragging heavy boxes across the floor carelessly, as well as being careless in the building's lobby, corridors and elevators
- when they brought the bed frame to our bedroom, they hit our walls very hard
- they hit a speaker in the living room, but no visible damages
- they were so close to hitting our brand new and expansive TV a few times
- made deep scratches on our living room hardwood floors when they took the bed frame parts out of the boxes (we were told to get a quote to repair the floor)
- no blanket on the floor to assemble things
- asked us for a utility knife which they should already have for their work, we later found it under our armchair with the blade still fully extended
- the sofa is two pieces that is supposed to be attached, but they didn't bother to do it so they aren't holding together

When a delivery guy asked us to call EQ3 customer support for the missing screws, the person on the phone didn’t believe us, until we gave the phone to the delivery guy.

Since the bed frames are laying down on our bedroom floor, **we are now unable to sleep in our bedroom**. We've contacted the support, and he told us going to schedule another installation in 1-3 business days, today is the third business day, and **still no one contacted us. **

When the sofa started to delay (around 9-10 weeks), we asked in-store (phone and email) and online support. Since we didn’t receive a follow-up after a few days we contacted their support and received a very unprofessional and cold reply: « you will only receive notification when it’s ready to ship » which made us realize that they don’t feel sorry when it’s delaying, and no one working there is responsible.

It was a huge amount for us to pay, this is the main reason we didn’t expect to do so much works and see all the unprofessional facts happening.

We also got many other furniture deliveries from other businesses, and contacted their supports when needed, they were friendly and professional. Sadly until now we found EQ3 is the only one bringing us all of these troubles. I have to say their sofa is really nice quality, we love it, but I didn’t expect to sacrifice my floors, time, money and more work just because of one delivery.

I believe no one can imagine seeing this could happen by just visiting their stores, because their furniture does have good quality, at least we believed they should be professional, now it proved we were wrong. If you don’t want to see damages in your place, I recommend taking a video of the whole delivery/installation process.

I have ordered a lot of furniture from this particular store and just ordered some more today. I always enjoy my experience with them as they never pressure me to buy anything on the spot. I like that I can leave and make a decision and take of the transaction over the phone with their really friendly staff. Shout out to Leanza and Thomas for being so great to work with. I also like that most of their furniture is made in Canada.