MedleyReviews of medleyhome.com

Furniture takes a very long time to be delivered, especially in rural areas. My sectional is sitting at the delivery hub for 4 weeks while they wait to get enough freight for a run to my area. I would not order from them again because it will have taken 4 or more months to get the furniture.

I hate my couches. I bought two and paid a pretty penny after doing ALL the research ahead of time and ordering fabric swatches. I rubbed the swatches on my dogs to see how bad their hair stuck, took a fork to them to test snags, and talked to customer service about pillows since my dogs like to perch. The pillows are not heavy as they insisted and after a couple months of use look horrible. The fabric has snags and I can't keep the performance fabric clean to save my life. I thought I was making a good purchase but now I regret every penny I spent.

Medley is still experiencing delays and is unable to accurately estimate ship dates. I ordered a couch in late April with a 5-6 week lead time that’s turned into a 10 week lead time (+2 weeks for delivery). I’ll update this review whenever the couch finally arrives, but wanted potential buyers to be aware that Medley is still having issues with delays. Update: There was another delay. With this delay, it will have been 3 months between when I placed the order and paid for the couch and when it arrives (longer if there are any additional delays). Communication is more of a pull system than a push system as I have to reach out to them to get updates.

It's true what the other 1 and 2-star reviews have said -Medley customer service are slow and don't seem to care. We ordered a sofa that was delivered 2.5-3 months late (ordered in February, arrived in September), which we were happy to excuse given the supply chain issues that companies have been experiencing (even if the communication on this sucked). However, only half our sofa arrived on the delivery date - we thought the delivery company were joking when they said they'd finished setting it up. I immediately reached out to Medley, who have only sent me an email saying that the office for the delivery company was likely to be shut (this was 5 days ago). After spending this much on a sofa that you patiently waiting a long time for, then to have a customer service that doesn't seem to care, is incredibly disappointing. The second star is for our half sofa (which to be fair is very nice).

We ordered a kirnik sofa and a pel loveseat and ottoman. We live in Hawaii and waited 9 months for our furniture because of supply chain issues. When it arrived, the sofa had a tear in the fabric. They agreed to send us a panel and reimburse us for the repair. They sent us the wrong fabric twice. After receiving the fabric the repair and reimbursement went smoothly, a full 12 months after we ordered the sofa. Soon after we were alerted that the cushions which we believed were low VOC (which is why we chose Medley) were not and the cushions needed replacing. They sent us new cushions which arrived today (15 months after we placed our order) in a box that was torn in 5 places and had dirt stains on the cushions. I am so very perplexed why they would send cushions in such terrible packaging. The couch is very nice, but it was just So. Many. Things. Wrong. Not worth it at all. So so so disappointing.

The planning phase was wonderful. I received great customer support in choosing the fabrics. I did not even mind the long wait for the furniture. Unfortunately, The couch was very hard and uncomfortable, so I had to return it. That is where it got really ugly. The return process took 3 months. It took over a month just to get an appointment on the books, after many phone calls and emails. Then I had to wait many more weeks for the return date. The movers showed up without any protection for the couch. I had to give them some blankets. On top of that, the company misplaced the return. Thank goodness that I took pictures. Finally, the money was returned in a haphazard way, part back to my card, affirm, and Paypal. I would have preferred 1 check.

Like others who have reviewed, stem’s fulfillment is less than desirable. They took longer than previously quoted. I’m actually okay with this, given that it’s a custom piece of furniture. The men who delivered in SF did a good job. The issues came with the actual couch. I had ordered an organic velvet, and every single piece of fabric that was sewn had the pile in a different direction, resulting in the couch looking like patch worked! Velvet takes on a different color depending on the direction you look at it. I’ve spent more than 6K on a latex and wool couch and somehow their upholsterer doesn’t know how to upholster velvet? In addition the seat cushions did not have the cotton encasement. So, they had the velvet touching the latex and wool directly. Apparently, this ruins the pile on the velvet. There are parts of the couch where I can feel a pokey piece of latex because it’s not properly encased. Not to mention, seat cushions need this extra protection from stains and I may want to wash my seat cushions. It makes me think other shortcuts were made on the couch. I’m in touch with Laura who says their operations manager will get in touch. She said that Friday and today (Monday), so I will update my review with the outcome.

I've ordered twice with Stem. The first time, I ordered a custom built couch. As many of the other reviews have mentioned, the delivery process and customer service is pretty poor (I'm being kind). The people are courteous and give the appearance of caring about you (when they reply). I placed my order on January 4th. I received exactly ONE unprompted email telling me about the status of couch. I reached out a few times to get some information but it was hit-or-miss if they would reply. Then, once it was delivered, I didn't receive any updates and had to keep reaching out over and over again. Finally, on March 9th, a couch was delivered to my apartment...and it was the WRONG couch! At this point it was comically bad so I wasn't even mad about it. I reached out to the company and after a few back-and-forth emails, I was told three days later that someone would call me. Nobody called. I emailed AGAIN the next day (now four days after receiving the wrong couch). Eventually I ended up getting the couch. The support team said they understood and made up for the horrific experience with offering me some compensation. I received that about two months later. Original order on January 4th, situation resolved on April 30th. Wanting to get another piece to match my couch, I ordered a matching chair a week before Halloween. It arrived a week after New Year's Day. Again, terrible experience with the delivery. No communication. The box was so dirty that I had to open this giant chair in the hallway of my apartment after paying the delivery company to wheel the chair into the elevator and move it toward my apt instead of just dropping it in the lobby of my building. At this point, I had the "fool me once, shame on you; fool me twice, shame on me" mindset so I barely spoke up about the poor overall service. Furniture ordered on October 23rd, situation complete on January 8th. The furniture itself is really nice. Everyone loves it. The customer service and delivery are terrible. It's so disheartening because I'd order so much more and recommend this furniture to everyone I know if they could just do basic stuff like communicate status or set realistic expectations. If you have four months to wait for your piece and can be patient in dealing with awful delivery service, then you should definitely buy from Stem.