Deceptive Practices, Theft of Deposit, and Total Incompetence
DO NOT BUY: Deceptive Practices, Theft of Deposit, and Total Incompetence
'My Furniture' and 'Mattress to Door.' has engaged in what I consider to be deceptive business practices and a total lack of professional integrity.
Gross Incompetence & Failed Specifications: Order and paid a deposit on Feb 28, 2026. The sofa finally arrived on April 2, 2026—weeks after the date noted on the invoice—it did not match the agreed-upon design or the dimensions explicitly stated on the invoice. When I confronted them, Kay (who claims to be a manager, though I cannot verify this as no names are listed on the website and voicemails do not refer to any specific person or role) actually had to ask me what was wrong with the sofa because they clearly don't know their own records. A 20-second quality check against the invoice would have shown the dimensions were clearly wrong. I refused delivery, and imediately requested by phone message, email, and text for my deposit be returned. It took 5 days for a someone to get back to me to discuss. And it was not the manager as I had requested.
Broken Timeline & Zero Communication: Delay even failed to meet the company's own delivery policy noted on the reverse of the invoice. I was constantly strung along with "updates in a few days" and weekly broken promises. Not once did this company reach out to me to inform me of a delay; I had to initiate every single contact.
False Promises & Ghosting: I was promised photos and a video of the sofa prior to delivery. On the scheduled day to share these videos/photos, no one called. When I followed up, the manager claimed he was at the hospital all day, despite promising someone else would call if he couldn't. Later, Kay told me the sofa was "already in a truck" and it would be too difficult to take a video. This was an obvious lie; the sofa actually arrived awkwardly stacked in the back of an open pickup truck, meaning it would have been incredibly easy to take photos or video.
Unprofessional Logistics: Arrived 2.5 hours past the 3 hour window, piled in the back of a pickup truck.
Useless Customer Service: Reaching anyone is a nightmare. All phone numbers lead to voicemails, and emails go ignored. On April 16th, I spoke with customer service; they admitted a mistake was made and asked me for the dimensions. When I asked them to provide the dimensions they had on record, they provided nothing. Furthermore, customer service told me to call my sales rep instead. When I asked for the sales rep name and phone number, they refused to provide it. And also refused to let me speak with a manager. I was only able to finally get a manager to phone me on April 20th after I had to waste my time visting two of their stores. After 5 weeks of requesting to speak witha Manager.
Withheld Deposit & Ignored Inquiries: They still refuse to answer two simple questions, given their incompetence and lack of quality assurance, and failure to meet the Agreement.
1. Why has my deposit not been returned?
2. What specific dimensions do you have on record for this order? They refuse to let me speak to an owner or anyone in charge of refunds. This is straight-out theft.
Suspicious Reviews: It is highly suspicious that this business has almost exclusively 5-star or 1-star reviews on Google. I strongly encourage people to specifically read the 1-star reviews on Google. These reflect a consistent pattern of incompetence, and you will see how many people have "liked" or appreciated those negative reviews because they share the same story.
Call to Action: I encourage anyone else who has been a victim of this company to leave reviews and share their experience on all social media platforms wherever possible to help others avoid this. Do this for each and every store location for 'My Furnitue'.. 'Mattress to Door'.
I have reported this incident to the Police Department, and I am formally reporting this company to Consumer Protection Ontario (Ministry of Public and Business Service Delivery) and the Better Business Bureau (BBB). I am also filing a claim in Small Claims Court to recover my funds.