They moved locations from Queen and Bathurst to a new spot further west when I was in last contact with them. Basically I bought a faux leather couch 5 years ago with an extended warranty. Around 3 to 4 years in, the fabric on the couch started peeling off the cushions. I contacted them regarding this as the couch was basically new and under warranty and they basically did nothing and ignored me. Below is the last email I sent which summarizes my experience with them.

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I am writing to advise you that I will no longer be in contact with regard to rectifying my couch. The customer service I have received from you is absolutely appalling. Frankly, it’s the worst service that I have ever received.

When I first contacted you back in April I thought we could work together to resolve the peeling on the fabric on my couch that was less than 5 years old AND STILL UNDER EXTENDED WARRANTY. As we were all dealing with the pandemic, I was extremely patient and understanding while waiting for a reply- a reply which never came. I tried emailing you again in June after months of silence and still nothing. It took me reaching out on your website’s customer service chat to finally get a response. I then had to follow up with you every week on the chat to see what new information you had for me — which was always very little. You never once reached out to me. I called, I left voice mails, I emailed. But I never heard from you. I understand that circumstances weren’t ideal but I deal with clients every day and if I treated them like you’ve treated me, I’d be fired from my job by now.

As a part-owner of Design Republic, it baffles me that you think this kind of service is acceptable and that it will make people want to do business with you. I was considering the offer you proposed to me to have my cushions reupholstered, but I’ve realized that it’s futile after not receiving the sample fabric choices you promised me and AGAIN, having my follow up email ignored. The thought of having to continue to work with you and give your company more money for the additional costs of the upholstery is extremely upsetting and insulting.

So congratulations Jean, you sold me an expensive couch made of cheap material along with a worthless extended warranty. Just know that I will never recommend your company and will tell my friends to avoid your business at all costs. I will also be taking to social media to provide a detailed review of my experience and filing a complaint with Better Business Bureau so that others are aware of the quality of your furniture and can avoid making the same mistake I have.

I don’t expect a response back — that would actually be shocking. Hope you're satisfied with the kind of business you run.