Luxury Brand Does Not Equal To Customer Service

If you have followed MiddleMe consistently, you’ll know that I recently moved my place. With a new place, besides selling off unnecessary items (I am a self-confessed hoarder!), we indulge ourselves by furniture shopping. Most of our big pieces like the bed and the couch are bought 2nd hand from a dear friend who relocated. However, we still need a dinner table, a sideboard and a lamp.

On a hunt for nice quality furniture, we decided to go to a luxury brand furniture store that has branches in Singapore, Kuala Lumpur and Shanghai. Their furniture is reputed to be quality pieces made with precision care in Denmark and designed in Denmark as well. Most of their furniture is inspired by Scandinavian designs, very clean, simple and yet great finishing. Think of an upper-class finish in IKEA’s designs.

We picked 3 pieces which cause us to be slightly over budget but we thought we had a great deal as all of the furniture are on sale, with some of them more than half their original prices. Nevertheless, you paid a high price for quality, right? That’s what I thought so. I ended up paying golden bananas expecting gorillas but ended up with monkeys.


On the day, we are supposed to receive the furniture. Both the dining table and the lamp arrived in great shape but the sideboard cupboard has mould all over it, inside and outside. Shocking!! Now I couldn’t care less if we hadn’t paid an arm and a leg for the furniture and if there isn’t an infant in the house, I would have probably wipe it off and use it as it is. But as I understand, mould does come back and once you introduce into your home, it might spread onto other fabrics. As anxious parents, we are more concerned about the health of our child. She’s still so young and her organs are still developing so any mould she breathes in is going to do her harm.

With that, we asked the delivery guys to disassemble the sideboard cupboard and returned it. Refusing so, they claimed they’ll need to get another team to come and remove it for us. They promised that the team will come by today. Mind you, it was still morning, there’s still half of the day. I called the store and repeated the same thing that the delivery guys promised us and our sales representative said she will look into it.

Afternoon came and went. No calls, no visits. Nothing. And there I was trying to call both the store and the sales representative at every hour, with promises that the delivery team will come by our house to remove the offending item. By the evening, the sales representative stopped answering my calls. No one came. The mouldy sideboard is still in the house!

Sorry to say, I had to threaten them with me throwing the sideboard out of our house before their boss called me. By that time, it was late at night. The boss couldn’t do anything more than to offer us a further 10% discount off the total bill. Throughout the whole ordeal, I had to keep calling and chasing everyone all over the store. At one point, I even refused to hang up the phone when I called their store mainline unless they call the sales representative who did not pick up my calls.


A luxurious furniture brand that serves the higher end niche market couldn’t keep their promises never returned calls even when they claim they will (the sales representative and those attended in store) and really poor customer service recovery left a distaste in our mouth.

The laughable thing is that we had bought other furniture items from IKEA that scheduled to deliver the same day. The delivery was smooth, no delay. The delivery guys called to announce their arrival as promised. The items are assembled without a glitch. The delivery guys even helped us to dispose of some of our unwanted big pieces of furniture. A huge thumbs up for IKEA!

I don’t think I will visit the luxury furniture store again, whether it is in Kuala Lumpur or my home country in Singapore. I love their designs and the workmanship but if that show to me is how much they care for their customers, I don’t think they deserve my patronage. They just lost a customer who could and would be a returning customer for a lifetime.

What would you have done in my place? Please do share your thoughts in the comments below.


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17 Comments Add yours

  1. thiaBasilia says:

    So familiar with the drill! Now? Check me out dear Kally. The post for today will give you a lift, I hope. Let me hear from you, or 🙂

    Liked by 1 person

  2. Bea dM says:

    Higher prices aren’t necessarily a guarantee of better quality nor service. This episode is pretty gross. In any case, I’m a great fan of IKEA – I’ve had some of their basic furniture for years and they’re all still in full use and with timeless look 🙂

    Liked by 1 person

    1. Kally says:

      I’m sadden the fact that this world sometimes is so commercialized and disgusting. Yes, IKEA does a fine job with their furniture pieces, good for value!

      Liked by 1 person

  3. utesmile says:

    Indeed, more expensive items, do not come with quality of service. I actually would have said I will give negative feedback to the company, the items were not of the quality you expected from this company. As the lady before I can only recommend IKEA, my kitchen and bedroom are from them and they have been helpful, kept me informed and assembled it beautifully. I love the furniture too.
    You would expect better customer care of a store like that though. We do learn though…… 🙂

    Liked by 1 person

    1. Kally says:

      Yeah, like you said, I learned my lesson by burning my wallet here. Still can’t believe the service I have gotten. My hubby had to strip off the dining table’s top lacquer and redo it himself over 2 days because it was done so badly that water seep through the top whenever we eat and drink. We could have bought 2 dining tables from IKEA from the price of one and without the headaches too.

      Liked by 1 person

  4. Faith. O says:

    Some so called luxury brands are there cos most people equate high price with high quality. I can understand your concern and still biting my nails wondering what i would have done in your stead. I live in Nigeria, and we are known for our no nonsense attitude in Africa. The stores focusing on premium or luxury goods here are very careful to avoid a lot of drama that would drive future customers away. I would have gone back to the store if possible. Sorry you had to go trough that.

    Liked by 1 person

    1. Kally says:

      Thank you for sharing your experience in Nigeria. In Malaysia, nobody gives a damn whether you shout through the root on poor customer service.

      Liked by 1 person

  5. Patty says:

    The only downside of IKEA over here, there ridiculous delivery costs. Fortunately, most of their products can be picked up by yourself. But I am very happy with my kitchen, dining-table, dining chairs, office-chairs and various cabinets from that brand 🙂
    I think I would do exactly the same as you. XxX

    Liked by 2 people

    1. Kally says:

      I find myself going into IKEA with the goal of buying one thing but coming out with a bagful of things! To me, the downside of IKEA over here is the crowd of people. Just on queuing to pay for my things can take up to half an hour. xoxoxo

      Liked by 1 person

      1. Patty says:

        Ah yes, that too, hahaha

        Liked by 1 person

  6. msw blog says:

    Oh , what horrible service. I am glad you were presistent ….

    Liked by 1 person

    1. Kally says:

      I’m glad too.. Don’t like to be bullied.

      Liked by 1 person

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