Eternity Modern

Where do I even begin. Everything about our experience with Eternity Modern has been distasteful & unprofessional. Several of our items arrived damaged - both sling back chairs and four of the six dining chairs. The couch came without instructions and the white glove delivery service didn’t know how to set it up - we were left with modules sitting in our living room for close to a week.

Finally, after about 20 calls to eternity modern, my husband and I assembled the couch ourselves with a shoelace, per the CEO of eternity modern. Yes, you heard that right. I have an email from the CEO telling me to set up a 7k couch with a shoelace.

Regarding the damages, we filed a claim the day the furniture arrived (within 30 minutes of it arriving) and eternity modern did nothing about it. We have an email chain going back-and-forth with them that lasted almost 7 weeks.

We finally sent everything to our credit card company to disputed the charges and won the dispute. About a week after the dispute was settled, they decided to begin harassing us for the furniture back and threatening legal action. We were on vacation when they originally reached out & have now hired a lawyer who is handling this for us.

I forgot to also mention that our furniture sat at the white glove warehouse for close to three weeks after being delivered there because eternity modern did not send them the proper documentation to identify that we were the owners. I can’t even tell you how many phone calls I had to make to get that straightened out.

Our lawyer is still trying to settle with them, as we do not want to be stuck in an unfurnished home. They have not backed down and continue to threaten legal action if they don’t get all their furniture back. This has to be the worst companies I’ve ever worked with.

Beware - everything from the beginning has been a nightmare & we basically have to pay for the consequences of their terrible business management and lack of professionalism.

This is a bit of a read, but our experience with Eternity Modern (EM) was so awful that we are taking action against the company, and we wanted other consumers to be aware of our experience.

On October 29th, we ordered the Eames Arm Chair from EM. We never received a confirmation email or a receipt, so we reached out to the company to make sure they received the order which they did. We were provided with an order number only, and still do not have a receipt for the chair.

The chair arrived on November 8th, and we opened it immediately. We took the ottoman out first and brought it in the house, and realized that the leather was brown when we wanted it in black. We were confused because at the time of the order, we thought their website only displayed the chair with black leather despite displaying the 3 options for the wood veneer. We don’t remember even selecting a leather colour, and of course never received a receipt or official confirmation of the order. We immediately reviewed their “no hassle returns accepted within 7 days of delivery” return policy to find that it is, in fact, not hassle free. The client is responsible for shipping the chair back and shipping the new chair as well which isn’t in line with what we see with other online furniture companies but we were willing to accept it at the cost posted on their site under shipping and returns ($159.00, which is what it cost to ship it to our home).

We advised EM within hours of delivery, and they responded to us a day later that it would actually cost $790.00 to ship it back, and then their regular rate of $159.00 to send the new chair back would also apply. We were shocked, especially given that we weren’t even really sure we had ordered the chair in brown to begin with. But also because we shop online regularly and have never heard of anything this outrageous. We highlighted a number of points to the company, including the fact that their photos misrepresent the chair, and interestingly enough they now seem to have added pictures of the different leathers (we took screenshots of the website advertising once we were advised of the cost to exchange, and there was only black leather at that time) . As per their policy, we were advised to keep the chair in its original packaging so we re-packed the ottoman and never even took out the chair – we told EM this.

The company proceeded to say they wanted to find a resolution which made us hopeful, but from here the situation dragged out for two more weeks. They offered to exchange the cushions only, but we would still have to pay about $300.00 shipping. We were ok with this, but the responses got more and more delayed and there was inconsistent/incomplete information being provided to us about how to proceed. Eventually, they told us to package the cushions and when we finally took the chair out of the box, we saw that it had a number of deep scratched on the wood veneer.
EM asked us for pictures, which we sent. We sent two additional emails asking for a follow-up after this, and eventually told them that we had started a charge back claim with our credit card company and that we would be filing a complaint with the Competition Bureau.

The COO of the company wrote me back the next day outlining a narrative of events that omitted a number of crucial points and told me that in order to be eligible for a refund we had to tell them about the issue within 3 days and that we would just have to fix it with a wood touch up kit. Essentially, because we trusted their intention to find a resolution about the cushions we missed the absurd 3 day deadline and were out of luck. We had even offered to accept the damage to the chair if they would just send the new cushions, but this is the response we got.We expect they may respond to this review with another inaccurate account of events, and so we would be more than happy to share our entire email communication chain with anyone who wants to verify what actually happened.

As a service provider and business owner who regularly purchases furnishings and décor online from a variety of companies, I am appalled at EM’s behaviour and approach to client care and have never experienced anything like this or left a bad review before. They seem to believe they’ve done nothing wrong, so it will be up to the Competition Bureau, my credit card company, and the courts if need be to decide. At the very least, this company is simply not worth ordering from because of their unreasonable return and exchange policies that make it so it’s not worth it to return/exchange anything. There are so many wonderful companies to order from online, and no reason to risk it with EM knowing that if anything goes wrong, you’ll get treated as we have.

I purchased a rather expensive *** chair from Eternity Modern. It took much longer to arrive than promised. When it did the cushions were unusable. The company acknowledged the defect and sent out replacements. This took more time again. Unfortunately, the chair remains unusable with the new cushions. Something is desperately wrong with their manufacturing process, but the company has refused to take the chair back and does not respond to telephone calls or emails in a timely fashion. This was a very costly mistake, which I will not be making again. Buyer beware.

I bought a chair from Eternity Modern for over $1100 on October 15th 2019 with the guarantee that it would arrive before Christmas.
I received no updates to the whereabouts of the chair until I asked them in mid December. The update told me that the chair was in their warehouse and would be shipped imminently, however they could not provide further information.
I kept checking the delivery number and no information was available until the 26th December when I was asked to schedule delivery. This means the chair was obviously not delivered as per the timeframe promised on numerous occasions and on their website.
They told me that the time delay was because they were shipping from California.

I scheduled the delivery for a date that I was able to receive the item (now, 3rd January). The chair arrived and it was the wrong chair - a totally different item. It came from China, clearly marked on the box.

I told them to come and pick this item up and replace it with the chair that I bought. They connected me with their shipping team and both companies told me it would be delivered and picked up by the 13th or 14th January. I had to store the wrong chair in my apartment for this time period.

On the 13th January, having taken a day off work to receive the item, I had received no further information or update as to when I could expect the chair. I emailed and someone eventually called me to tell me this chair would now be delivered on the 15th Jan.

The chair arrived on the 15th Jan. The item that I ordered states that it is upholstered in dyed leather (it's supposed to be a shearling chair, so this makes sense). However, the item - again shipped from China - is made of the cheapest polyester I have ever seen or touched. It's fake shearling and there is no leather to be seen.

At this point my boyfriend contacted the company to organise a pick up and full refund, as per the policy advertised on their product pages. They refused to pick up, informing us that we need to pay shipping and told us that there is a 20% restocking fee.
We have screen grabs of the policy advertised stating a full refund can be issued if the item is returned within 7 days and told them they needed to honour this. They have since changed the information on their website.

Throughout, the customer service representative has been slow to respond, unhelpful and rude.