MUST Société

I wish I can give zero stars. I ordered barstools from here and was told they would be delivered in September (I have proof in my emails). Then they got pushed to October. Now they got pushed to end of November.

I have paid the barstools in full months ago yet the delays are ridiculous. Please do yourselves a favor and don't order from here. They do not commit to the delivery dates nor do they even warn you of delays.

I have ordered from many furniture places and Must Society has to be the worst. I don't know how they are still in business.

They respond to the negative reviews but they really don't care about the delays.

I wish I never ordered from here. Please do yourselves a favour and take this review seriously. Look elsewhere. The delays are not worth their overpriced furniture.

Worst customer service. I recently ordered 5 bar stools. They ship in boxes of two so one was shipped with no boxes. The stool is damaged and I have tried for 1.5 weeks to contact their customer service. No answers to emails and no possibility to talk to anyone. Their ticketing system works; I used it to request delivery rather than picking up my stools at their warehouse. It meant paying extra money for delivery and their team was very fast at replying via the ticketing system and at asking for credit card details. I am using the same ticketing system to request a return and.no answers. I do my best to encourage companies based in Québec. I now know never to buy from Must Société or Maison Corbeil who also receives very bad reviews.

As others have stated, do not order from this company.

Customer service is appalling and it's well nigh impossible to get through to anyone (you only get the option to leave a voicemail or send an email).

After delivery of my item had been delayed following the expectations set of a delivery in September, I'd advised customer service I cannot accept a delivery in October, as I'm away and would therefore need to cancel. They've since stated that as I'm cancelling outside of 3 days from making the order, I'm only entitled to a credit note, yet on their website it states 'after this time, all costs incurred in relation to the order must be paid to MUST' - not sure what costs have been incurred, given i ordered something already on preorder!

Yet to receive my order and no tracking information can be sent. "Somewhere between here and Toronto" to paraphrase. It's almost a month and this isn't free shipping, I paid for shipping.

Now on sale, I have asked for a credit between what I was invoiced and the sale price.

Do not order unless you have longer to wait than advertised with little expectations of customer service.
Sure hope the furniture is worth the wait.

On a acheté un cadre qui n'est plus disponible et on a été chargé mais jamais remboursé.

Le magasin ne peut rien faire. Et personne nous rappellent pour notre remboursement.

They do not reply to your inquiries nor ship to another provinces. Common, we are in Canada! At least ship everywhere with one country!

Edit: I emailed Sav per the response below. Still no reply. Not sure why they bothered responding a fake solution to this review.

Worst online experience. Never received a copy of my invoice, took them months to deliver, and I didn't receive some of the items I paid for. Trying to get a refund for $300 worth items they never delivered but no response from customer service.

Amazing service, Must is an very professional and client oriented company from purchase to delivery impeccable service

J’ai commandé un cadre il y a 1 mois et demi. C’est moi qui a dû appeler pour organiser la livraison. Jour de la livraison, ils ne viennent pas parce qu’ils n’ont pas trouvé le cadre en entrepôt … 3 semaines plus tard, toujours aucune nouvelle pour ré-organiser une date de livraison! Et aucun service à la clientèle lorsque tu appelles!

Personne ne m'a accueillis lorsque j'ai rentré dans le magasin et j'étais la seule dans l'établissement. J'ai du moi-même solliciter de l'assistance par un employer, lequel semblait agacé par ma présence. Je crois qu'ils ne prennent pas au sérieux les individus moins âgés, même s'ils ont les moyens d'acheter des meubles à cet endroit.

DON’T PURCHASE FROM MUST, YOU WILL NOT GET YOUR ITEMS! I visited the Toronto showroom, everyone was so helpful and it looked like a professional place. I made a mistake of not checking the online reviews. I placed my order in November during Black Friday sale. The website said my order will arrive in December. I contacted the customer service after not hearing from them and they told me my order will be ready in February. Now they are saying my order will ship in May! How is this making any sense? ! Waiting 6 MONTHS for dining chairs? I lost hope and only want my money back at this point. This company is a SCAM!

Visited the store and i was really pleased by Brice Naime customer service! He really helped my partner and I tremendously when ordering a sofa, and even went beyond his scope on making sure everything will be delivered in a timely manner. I would definitely recommend going back to the store but definitely ask for Brice! He wasn’t pushy at all, he was tentative and helpful in many ways which was really appreciated.

Thank you Brice!

Je décides de tenter la commande en ligne pour offrir un cadeau à mon père. Je commandes le 29 décembre, mon père reçoit sa commande le 24 janvier avec le mauvais article. On me dit que le magasin ne peut rien faire, ni même un remboursement que je dois m’organiser avec leur service à la clientèle en ligne qui ne me rappelle pas. Ne commander jamais en ligne avec Must, vous risquer de rester pris avec le mauvais article!

J'ai commandé des meubles chez Must à 2 reprises et je peux affirmer que le service à la clientèle est de piètre qualité. Pour les 2 commandes effectuées, personne ne m'a contacté pour m'aviser que ma commande était prête. Comme le délai d'attente était plus long que ce qui était affiché dans le courriel de confirmation, j'ai contacté le service à la clientèle par courriel et ils m'ont avisé que ma commande était prête pour être récupérée. Cependant, je me demande combien de temps j'aurais attendu avant que je reçoive un courriel m'indiquant que ma commande était prête si je n'avais pas pris les devants. Pour le prix payé, je me serais attendu à un bien meilleur service!

Furniture is nice looking, but the quality is only ok and as many have mentioned the customer service is horrible. Within less than a month after receiving four 350$ (each) dining chairs, a piece of the leg on one of the chairs fell off causing the chair to wobble.
A little dissapointing considering the price but easily fixed with an exchange. However 10days later after submitting 3 customer service emails and sending pictures, I still not have not heard from anyone with any type of solution. Just avoid this place if you care about quality and especially customer service.

On attends la livraison encore il est 20;40. Il m’avait dit entre 8h et 18h. Même pas un appel des livreurs. Donc salon vide aujourd’hui. Très déçu.

Please check online reviews before you order. I chose to order from this business based on what I saw in their Toronto showroom and the unique designs they feature, but made the mistake of not looking at reviews. I understand that given the global situation there are supply issues and am willing to be patient up to a point, but I have given up on receiving an order placed and paid for two months ago. Initial communication indicated my order would be available for pickup within two weeks in October. When I followed up four weeks later, was told that the order showed it was 'in transit'. A subsequent followup response was that they would check with the 'transit department'. A reply after another followup was that it would be available in 'early December' and delays were beyond their control. No response to my next request for an update and an email from me enquiring as to why the product was on sale online and said to be in stock while I am still waiting for delivery. Today I received a response after another followup saying I wasn't entitled to the sale promotion! Didn't ask for one - just want my order filled or a refund!

Must Societe - if you respond to this, please don't tell me to contact 'Customer Service'. Give me an honest answer about the delay and why you cannot fill it.

My rating is based purely on their customer service - or lack of - and not their products. We received the Lena bed frame and it arrived with a huge crack in the base. I took photos and contacted them the same day. It has been FIVE DAYS and I have heard NOTHING from this company. I've sent multiple emails, tried calling several times (goes to voicemail every single time) - I've LEFT a voicemail. The website states they will respond to emails within 48 hours! This is totally unacceptable. I have the rest of the bed frame laying in pieces on my bedroom floor - I just want a replacement for the piece that's broken so I can build the bed!

Positif
- Sofa beau et confortable
- Livreurs aimables, livraison soigneuse

Négatif
- Vendeuse de Griffintown hautaine
- Délais de livraison + 3 mois sans suivi de leur part
- Service client joignable 1x sur 10, ne retourne pas la plupart des mails et messages vocaux, devons les harceler pour obtenir des réponses
- Avons un défaut sur le coin du sofa, n’ont jamais retourné nos courriels réclamant un dédommagement

Update: After failing to deliver my order, they called me 5 days later to reschedule it and I finally receive my bed frame.and started to assemble it only to realize that the Headboard has wrong drilling holes so that one of two supporting bar is raised 2 inches from rest of the bed frame. (see my photos).
I will contact them to complain and get this problem resolved (good luck myself to get in touch with them) and update this review once more.

Original Review: I don't usually put up a review especially a bad one but here it is.
Ordered bed frame in early May, est. Delivery was end of July, no calls or msg re. Delay until I emailed them after waiting days for them to call me back in my voice mail. Then they finally told me it is delayed longer. Then I got a call last week that it is w ready for delivery so they set up the delivery date for me which was today. I stayed home ENTIRE DAY and nobody even calls me to let me know it's not happening today. So again I tried to call them but it always goes over to voice mail that they never follow up. I have no way to get an hold of them what so ever. It is 9pm and thanks to them I wasted my day.
I wouldn't be mad to wait for availability for longer but them failing on a delivery date is Unacceptable.
One star is there so I can put up an review to let people know what they should expect as so many other reviews say. Yes I'm one of them with terrible experience too.
Thought I would sleep on a proper bed frame tonight but who knows when now.

I’ve had a fantastic experience with MUST. Irvens (from the Montreal office) and Lizette (from the Toronto office) in particular have provided exceptional customer service and quickly responded to any inquiries I have had regarding products and delivery. The quality of everything we’ve received has been great and worth the wait. Highly recommend!

My rating is based on my experience shopping in the store (I have not received the Item yet). The staff that helped us to choose the couch was very very helpful (Irvens). He was patient and took the time to show us the items available in stock, the quality of the material, etc. He was friendly, knowledgeable and super nice. This was the third store we checked in the area to buy a new couch and the only one where we were treated the way we deserve it.

J’ai commandé un immense parasol avec une base en béton de 250 livres. Les livreurs ont refusé d’apporter la base à l’endroit prévu dans ma cours en me disant que c’était trop lourd! Ils font quoi avec la livraison des frigos. J’ai contacté le service à la clientèle et il était prêt à reprendre le parasol. De ce côté là, rien à dire. Must est quand même prêt à perdre une vente parce que les livreurs sont paresseux, n’importe quoi. Secteur de Sherbrooke.

Magasin très bien pensé et conseillers efficaces, agréables et disponibles. Petit problème de livraison qui a été réglé en peu de temps par la responsable du magasin, occasionnant un délai supplémentaire de 2 jours mais avec un geste commercial en compensation. Nous avions hésité à commander avec les revues négatives, mais nous ne regrettons pas notre choix! La qualité des meubles est vraiment au rendez-vous. Merci!

Service exemplaire! Conseil déco très efficace. Informations précises sur les dates de disponibilité nous facilitant la prise de décision. Soucis du détails sur l’emballage pour le transport. Pour couronner le tout, le magasinage a été bonifié par l’odeur de la boulangerie duquel il est difficile de ne pas se laisser tenter.

****Update: J'ai reçu un appel de la directrice après la vente finale - livraison (on m'avait dit avant) et j'ai quand même apprécié. Je ne ferais plus affaire avec Must Griffintown. Je voulais acheter plusieurs chose pour ma nouvelle residence mais je cherche ailleurs. Le service est faible, tous se lancent la balle pour ne pas répondre au client. Update: Received call from management late in the process - better late than never. Customer service is so weak at the Griffintown store. No one returns your call including the store supervisor Nadia. I spoke to 4 representatives and the last 2 claimed Nadia would call me re order issue, and she did not. I will write a letter to the head office, even if it might not make a difference, and most importantly stop buying there - the only power we have.

J'ai acheté une table de jardin à partir de leur site web où on me représentait quelle était en stock, ce qui était très important pour moi. J'ai même choisi de la récupérer en magasin plutôt que la livraison pour l'avoir plus rapidement. Quelle ne fût pas ma surprise de recevoir une confirmation de commande que la table serait disponible pour ramassage dans un délai de 5 à 10 jours! Ça fait maintenant 20 jours et je n'ai aucune nouvelle. Je prends mon mal en patience mais rien ne se passe, pas même un retour du service à la clientèle. J'ai la désagréable impression de m'être fait rouler.

Qualité supérieure, service professionnel, expérience agréable, belle variété de design, le meilleur magasin d’ameublement du quartier à mon avis.

I bought a bed structure in April 2022, was told I would receive it early July 2022. Called the store countless times to get an update, same story every time, claiming it's sitting at the port of Montreal and should be delivered within 2 weeks tops.
Went to the store in person, received a different version that it was in transit from Vancouver (after being told it was sitting at the port of Montreal).
Tried to escalate to the store manager and got the same old explanation "was received at the port of Montreal yesterday, confirmed by our transporter, should take 2 - 3 weeks tops"
Starting to think I'll never receive it, the staff always gives misleading ETA/status updates. They also drastically lack the sense of urgency or due diligence, unable to call the supplier or get a firm date on the delivery, everything is floating and unsure.
The bed structure is close to $1,500 and there is no one making sure the customer stays satisfied.

As of today July 28th, their website says the bed should be restocked in aprox. August. That is definitely not true since when I bought mine in April, the site was saying that it'd be restocked in aprox. June and we're almost in August and they havent received any new inventory yet.

Stay away! I wish I had read the reviews before.

Nous achetons la plupart de nos meubles à cet endroit depuis 3 ans, et nous avons toujours été satisfaits! Personnel courtois et agréable, pas trop d'insistance perçue (en comparaison à d'autres endroits!). Les meubles sont de qualité, et les agencements/designs présentés dans le magasin sont excellents!

Expérience client extrêmement décevante pour ne pas dire catastrophique. Si vous désirez acheter des meubles de Must ou Maison Corbeil allez dans une autre succursale ou optez pour d'autres magasins, Mobilia, Artemano?

Service à la clientèle terrible. J'ai appelé 3 mois à l'avance pour céduler une livraison et personne n'est jamais venu la journée prévu. Lorsqu'on appelle pour savoir où on est notre commande, personne répond et il y a des délais interminable.

Je ne recommande pas.

Je viens d’aménager à Montréal et j’ai décidé d’aller chez Must Griffintown étant donné que je suis presqu’en face. Je croyais que ça serait plus simple. Je crois me rendre compte qu’on nous vends des meubles avec de fausses promesses de livraisons pour ainsi assurer une vente. J’ai commandé un lit avec un retard de plus d’un mois maintenant. J’appelle et je laisse des messages et on ne me donne pas de suivis. Ça fait 2 semaines qu’on me dit que le chargements est arrivé aux entrepôts. Je suis très inquiet car on ma promis aussi ma table de cuisine avant fin juillet et j’ai bien peur que je n’aurai pas celle-ci à temps non plus. Je vous conseille un autre option que Must si vous le pouvez. Avant de faire des promesses, ils devraient garantir les délais de livraisons.

I took the reviews with a grain of salt at first as many of them were related to delivery times which are delayed everywhere at the moment. However, this place really does have awful customer service. I came in to look at couches and became interested in a desk. I asked a saleswoman for information on the desk and showed interest in possibly buying it right on the spot, but after only 2-3 minutes and discussing with my husband, I felt it would be smart to reflect and come back- not unusual when it comes to buying furniture. The saleswoman rolled her eyes and huffed and asked “what’s the problem? ”. I very politely responded that we would like to come back and she huffed and walked away! She was very rude in an obvious way. I will not be coming back.

I want to write something nice but MUST society customer service is the equivalent of a fvckboi who promises to do better—sheer disappointment left on read for over three months without a single sign of life yet you still wait for a reply.

Their acknowledgement of receipt is a polite form of being left on seen. Their voicemail a clever way to avoid speaking with unsatisfied customers. Their promos are a simple hike price scheme. The only answers I seem to find are on the review page and they are as basic as a white girl.

They do have very beautiful furniture but the experience they make you go through will probably cost you more in emotional turmoil than the comfort the given piece will provide.

I’m still being hopeful that I’ll eventually get my product and some answer after being ignored for the past four months.

I really want my couch </3

I love this store and the selection, but unfortunately the service really needs to be improved. I’ve ordered and purchased a piece of furniture to find out they did not have the item, I’ve also disappointedly been promised a call back for an item I wanted - to know availability - and still waiting for that call to happen. It really is a hit or miss!

Aujourd'hui, j'ai reçu mon meuble Brixton après 7 mois d'attente (acheté le 29 janvier). À partir du mois de mars, je n'avais plus de nouvelle et j'ai du courir après eux chaque 3 semaines (jusqu'à aujourd'hui) pour avoir de l'information sur la livraison de mon meuble. PERSONNE ne me tenait au courant. Donc, plus tôt aujourd'hui, SURPRISE en ouvrant la boite! Meuble brisé. Le support pour la base est arraché et je ne peux même pas installer un truc temporaire pour le faire tenir. Comble du malheur, j'ai fait faire un meuble sur mesure pour aller avec lui qui traîne dans mon salon depuis ce temps et que je ne pourrai visiblement pas installer. Je contacte donc le service client chez Must et on me répond que je dois faire affaires avec le service après vente par courriel uniquement. J'envoie le fameux courriel en y expliquant le tout (le monsieur, ça fait 7 mois qu'il est très patient en plus de ne plus avoir de meuble de télé dans son salon depuis aujourd'hui). Quelques instants plus tard, je reçois un courriel déjà tout fait avec un nouveau numéro de téléphone pour les joindre. J'appelle et on me dit que je suis le prochain en ligne à 17h19 précisément. 1h plus tard, 18h20, ça me raccroche la ligne au nez! Sérieusement, je n'ai jamais écrit d'avis mais je n'ai jamais vu un service comme celui-ci. Je déconseille fortement cet endroit. J'ai bien hâte de voir la solution qu'on m'apportera (si quelqu'un répond à mes appels et courriels un jour).

C'est la première fois que je fais ça, mais j'ai commandé des chaises en janvier 2021. Nous sommes en août 2021 et.je ne les ai toujours pas reçues. Elles devaient arrivées en mars. Suite à cela, chaque mois on me disait que ce serait le mois suivant. En juin, on m'appelle pour me dire qu'enfin je les recevrai d'ici la fin du mois. Pas de nouvelle: j'appelle et on me dit que malheureusement, ils ne les ont toujours pas.

Ça semble clairement être un problème récurrent chez vous. Je veux bien croire aux délais entrainés par la COVID, mais il y a une limite à attendre 4 chaises pendant 8 mois. Clairement une mauvaise gestion de stock de votre part. J'apprécierais que quelqu'un réponde à mon courriel envoyé il y a plus de 48h. Comme je n'ai pas eu de nouvelles, j'écris ici, en espérant que quelqu'un ait la décence de me répondre et de me revenir avec une date au mois d'août pour que je reçoive enfin ces chaises.

Merci de me livrer mes 4 chaises, en bon état, ASAP, puisque cela fait près de 8 mois que j'ai payé l'entièreté de ma commande.

J’ai longtemps été client de Must mais suite a leur politique de remboursement, même pour les produit non récupérer en magasin il appert que ces une note de crédit seulement.
Bonne occasion d’aller magasiner ailleur.

Went for a visit today, was testing a sofa, a staff came back, I asked what is the length of the sofa, she answered 110 inches, i am not super familiar with the imperial measurement so i asked nicely what was that converted into centimeters? She looked at me with an attitude saying "I don't know" then started checking her phone, i thought she was kind enough to finding the number but then after a few seconds she just left.lol if this is the level of service you guys provide, then good luck with it ;-) your stuff may look good but not that irreplaceable so maybe do a better training among your employees first