The Upper Room Home Furnishing
Reviews and Complaints

Upon arrival, a sales representative welcomed us and introduced himself professionally. We felt comfortable and mostly without any pressure. After an hour of excellent service, we left home satisfied with our purchases. The representative was capable of informing us with all the details we needed to know about the products we selected, which made our choices trustworthy. 5 stars.

We had a really enjoyable time during our recent visits to the Upper Room. We were helped by ***, who could not have been more helpful and considerate of our needs and preferences. She was there when we needed advice or information, but left us to make our choices with no pressure whatsoever. We left feeling that we had made a good decision and completely satisfied with the whole experience.

at the Kanata location, was very patient and freely offered her design expertise to assist us in making a decision on the furniture for our living room and family room. When we had questions she did her best to provide us with useful answers in a timely manner. She took the time to reach out to us and ensure that we did not miss a sale deadline that would save us a significant amount of money. When we are ready to purchase additional pieces we will be asking for her again.

My husband and I were shopping for reclining leather furniture and the service we received from both *** was excellent. Both very pleasant and patient, providing answers to all our questions and he worked with the manager to ensure we were satisfied with the final pricing and financing. This is our 3rd purchase from Upper Room and definitely won't be our last. Happy to support a local family owned business selling quality Canadian made furniture. Keep up the the great service!

If I were in the furniture business and looking for a role model for my sales staff to look up to it would be ***. Professional as the day is long...not pushy at all and made us both feel comfortable during out entire purchasing process. Beyond the initial purchase her timely and courteous follow up communications were top notch. Although we now live in the rural west end of Ottawa, we will be traveling to the east end location for future purchases just to deal with this superb professional.

My husband and I had an excellent experience at the Kanata Upper Room Home Furnishings. We both needed different recliner chairs as we both have back and neck issues. The gentleman (***) that helped us was amazing. He listened to our requirements and narrowed down our search for reclining chairs and we were able to each purchase a chair that totally meets our needs. We want to thank *** for such great help as we have purchased other furniture at Upper Room and you cannot beat the quality.

was the individual that assisted us with our purchase at the Kanata location for the Upper Room. It was a very positive experience, the employee was extremely helpful, knowledgeable and made the entire process seamless. All of the questions we had after purchase and before delivery, the employee answered immediately. The Upper Room is a first-class furniture store and is staffed with first-class employees. It should be high on anyone's list of go-to furniture stores if you want first-class service and top-end products. Lynn M

We needed two recliner chairs and were impressed by the selection of product on display. Our primary objective was to find a quality chair and preferrably from a Canadian manufactururer. We live over one hour away fro Ottawa and made an initial inquiry via email to confirm the best location to view an assortment of chairs. A prompt reply was received with an invitation to visit the Kanata location. Our contact person was very professional, accommodating and knowledgeable about the product. Overall this was a pleasant shopping experience and have two recliner chairs on order. Thanks from

I would give 0 stars but it will not allow me. We ordered two chairs for our sunroom in December. The chairs were delivered in April and we the wrong chairs. Upper Room ordered the correct chairs and they were delivered in September. Each chair had different coloured legs - one brown and one grey. Upper Room had new chair legs ordered. A month later the tech arrived to replace legs but wrong colour of legs had been ordered. They came today with the correct colour but the technician discovered that due to the chair construction the back legs cannot be changed without ruining the chairs. A year after ordering I still do not have matching chairs. Do not ordered from this company.

I had a great buying experience at the Upper Room Furnishing Orleans location. I was looking for a very specific piece to be custom-made, and the Upper Room Design Consultant, *** was friendly, knowledgeable and very perceptive. He took the time to understand my needs, clearly explained the choices, and even got the in-house designer to help find the right soft furnishings to compliment my furniture. He sent me links (from the manufacturer's website) and pictures of the pieces I'd chosen and followed up with me over two days to ensure I got what I wanted. It was so refreshing to find someone that attentive and I cannot wait for my new furniture to arrive. I will definitely return to furnish my basement.

We've been dealing with the Upper Room for about two years. Having issues with a sofa we bought at their Orleans store, we've been trying to get adequate service with very frustrating results. A part on the sofas is very fragile and 3 out of 4 have let go over the past year. We've had to call close to 15 times to get service on these parts; every time, nobody seems to know anything about it, everybody promises to look into it and everytime nobody calls back. It has become a real joke. Last time we called, which was about 6 weeks ago, we were promised that the last part was ordered and it would be fixed ASAP; we are still waiting. Even their managers don't return our calls. This has probably been our worst experience dealing with a local business.

Purchased a leather *** sectional a few years ago and at that time we were made to believe that purchasing a damage insurance for 500 was a good investment and that it will cover any damages, cuts and burns to the couch, pretty much bullet proof. Here we are well within our 5 years and now they are refusing to fix issues with sectional. They sent a service technicien 'an independent upholstering company" used by UpperRoom to my home only find out that they reported "severe lack of maintenance on the leather over the 4yrs" thus giving and UPPER ROOM grounds to not honor their insurance and refuse to fix anything. Of course they offer to fix these issues for 450$ and of course use they would use likely the same upholstering company. this is a racket. Do not purchase from UPPERROOM. I essentially gave them 500 for absolutely nothing.

I am writing to praise the recent outstanding experience my wife and I had purchasing furniture from Upper Room Home Furnishings. Downsizing, we needed several pieces and the assistance provided by the staff was exceptional. Their patient and understanding advice, especially during the pandemic, was remarkable. The customer service and excellent communication ensured we were comfortable with our choice of quality Canadian made products at fair prices from a reputable company. Kudos to the delivery team as well for their courteous, efficient, and prompt service. For those who value integrity in major furniture purchases, this team should be considered. It was an all-around excellent experience for us!

Our experience purchasing furniture from The Upper Room was very disappointing. They have great quality furniture, no questions asked, but their service is way below acceptable standards. We purchased a pretty expensive coach and coffee table from them in July. The *** told us that the couch will be delivered immediately and the coffee table - in August. On the day of the couch delivery they arrived a few hours late and couldn't get the furniture inside the house. The delivery team even refused to try, they just said that it's impossible. When we called the store in Kanata the *** was extremely rude and unhelpful. She basically laughed in our faces and said "what do you want me to do about it". Eventually we contacted the *** and he sent us to his ***. The *** was more understanding, explained that the delivery team was the alternative one (not the store one) and that he will send their own team. A few days after their team delivered coaches. The coffee table as promised was supposed to arrive a month later. We are almost in October and still waiting for it. When we contacted the *** and ask him to check on what's going on he said that it will arrive only in October. When we mentioned to him that he promised to deliver the coffee table in August he became defensive and told us that they didn't promise us anything and we need to read the contract carefully. In the past we purchased furniture from different stores and never had such a frustrating experience. The most important thing that you cannot cancel your purchase with them. Every sale is the final sale. They never tell you that during purchase time. So our advice to you read your contact carefully especially small letters and don't believe everything their sale team promises you.

Refusal to return refund on a debit card which was paid on June 6 as they could not produce a *** China Cabinet of $2911.60, they even charged for tax when they said they are having a tax free event. The refund they will only do by cheque & have been been hanging on to the monies since they can not produce it. At the same time I was pressured into buying a bedroom set for $3276.98 (deposit paid $1638.49) only the bedroom set is in the warehouse the night stand and the dresser is on order. On invoice says final payment prior to delivery no delivery has been scheduled nor have they produced the furniture at this time. Forced me to purchase insurance as well on furniture for 5 years. Same deal with the tax event. Refusal to return the deposit as well. The $1500 deposit from China Cabinet they refunded without my permission on the bedroom set and are saying it's a final sale. This is unacceptable to jusitfy I wanted my full deposit back. They lied to me. Sales person is also on Commission. I walked in simply to purchase a China Cabinet and not anything else. I had a witness with me as well.

On June 16, we ordered a table set for the amount of 1784.27$. The estimate date of arrival per the website was, I believe, for October at the latest (no written estimate was provided with the purchase confirmation). Our card was charged straightaway. Since then, the order has gotten delayed twice, and the last estimated delivery date we got is March 2022. We have no reason to believe this date will be respected. We found this delay to be unacceptable, and asked for a cancellation and refund. The customer service representative informed us that it is against store policy to provide refunds. However, I informed them that according to the Ontario Consumer Protection Act, a consumer has the right to cancel a transaction and get a refund if the promised merchandise hasn't been delivered within 30 days of the order. This right cannot be signed away in terms and conditions, also by virtue of the OCPA. Since I pointed this out, the store has cut all contact and are no longer answering my emails. Given this, I have contacted my bank to dispute the transaction at the source. However, this shouldn't have even been necessary.

We purchased a sofa, recliner and lamps on Jul 18 2020. The total purchase $3185.40 which included an extended warranty and a delivery charge of $100. We were told deliver time is usually 8-10 weeks however due to COVID they were saying 8-12 weeks. We waited patiently and did not hear from anyone, on Oct [protected] 1/2 weeks from date of purchase) we receive a call from the sales lady to advise that the sofa would not be available until December due to a fabric issue but as a good will gesture they would deliver our recliner and lamps and not charge us a second delivery when the sofa was ready. Why would it take 14+ weeks from date of purchase to be advised of a fabric issue? I explained that we could not wait 20+ weeks to have our sofa delivered and requested to cancel the sofa and would would have the other items delivered as they were paid for. She advised that was not possible as they had already paid the manufacturer. I asked to speak to the manager and she advised that she had spoken to him and there was nothing they would do and that the order would not be cancelled. I again asked to speak to the manager and she said he was not available and that she would have him call me back. It is now 2 weeks later and I have not received a call.

We ordered six chairs from Upper Room in September. We received the chairs in late November, only to find that the quality of the furniture is terrible. There are loose fabric, stretch marks, and scratches on the wood. We had purchased the extended warranty, which promised a care kit which was never delivered. When we complained to Upper Room, they sent an upholstery technician after a week's delay who promised to me that he would file a report to upper room the same day. It took nearly two weeks for Upper Room to confirm receipt of that report and then said the report had inadequate information and they would need to send a second technician to review the chairs. At this point we demanded that the chairs be taken to the warehouse to be assessed as these are portable pieces of furniture. *** Upper room told us on December 13 that they would not give us a pickup date before December 29. Now they are cancelling that pickup date because of the new COVID restrictions. These chairs have been sitting in my living room and have been unusable for a month. I have received nothing but delays and excuses from a company that allegedly prides itself on quality.

Upper Room is such a great Store, great items and great ideas for your Home. We, our Fiends and Family all STOPPED SHOPPING at Upper Room, 3 years ago we had a little scratch "accident by my kid" on a couch, and the sticking & the Fabric between the Cushion coming off, i emailed Upper Room and we had a young Man send out by Upper Room, he told us that he is not the Right Agent or Representative to make the Decisions but he was in the Neighborhood and was told to check out our couch. We were told that the little scratch is easy to fix and the lining looks bad and should be fixed from the Agent, and he will go back to Upper Room Store and talk to them. We never heard back from Upper Room on Hunt Club, I emailed the Person I talked to earlier and she said it was NOT covered by the EX-Insurance we bought for $500,- I told her it was an Accident by our your young boy, but still no Fix. She never even send out the Right Person to double check our couch. I went 3 times to Upper Room in person when they were open in between Covid episodes. And I was told she can not help me. 2-1/2 years later the little scratch is now a Big spot where the fabric peeling off. Honestly we are Very Very Disappointed. "$8000,- Couch" We are now looking for new Furnitures and buying a new house, but we are NOT using Upper Room Again. Thank you for your time

I ordered a small table online from The Upper Room on Hunt Club Road, July 22. I paid $297.88 for the table and The Upper Room took my funds on July 28. I said in my online order that I would pick it up from the warehouse. I have sent several emails & numerous online requests (since there appears to be no central phone number to call for online orders) regarding the status of this little table. I received ONE response from the Upper Room on September 18 telling me that they reached out to the manufacturer and my order had shipped and the warehouse should have it in a couple of weeks. I noticed that my table is advertised as "in stock" in the last three online ads that The Upper Room has sent out. After multiple online requests and calls to customer service (none that have been responded to) I have lost patience with The Upper Room. The Client Support/Order phone number never answers, nor responds to messages. The online message system is the same. You receive an automatic response that someone with get back BUT no one ever does. I do not think I am being unreasonable to expect to have my little table 91 days after I ordered it especially since the company is advertising it as being in stock. The most frustrating thing is NO RESPONSES to my requests. I would like an E-MAIL from the store with a date when I can get my table. I don't want a call. I have anxiety and this situation has not helped it.

I left a deposit on a 5 pieces sectionnal *** sofa on November 27th for the amount of 2125.00$ I was told my sofa would come in March . I skip the part where I called and was told the sofa was coming and it didn't came. Sofa was delivered on May 20th. I paid the remaining balance of 2124.73 on May 18th. Few minutes after the delivery was finished, we discovered that 1 section of the sofa was supposed to have lumbar support and it did not. We promptly called the store and they told us to to send pictures, which we did. My order number is *** We then had to be in touch with the customer service at these dates to follow up: May 20th, June 30th August 3nd August 11th August 13th September 1st September 15th October 13th October 29th We finally had the visit of a technician on November 5th to add the lumbar support to our sectionnal, but the store had only ordered the side pannel to control de lumbar support and the the support itself. When we said the lumbar support was missing, we sent pictures, but no one never asked questions. Following the visit of the technician, I called the store and asked to speak with their French manager, who I had dealt with when purchasing the sectional, as French is my first langage and it was easier to explain the whole ordeal. I was told the manager was out for lunch and that he would call me back. On November 6th, I received an email from customer service again, with two voice mail saying that they had been in touch with *** to get the top section of my section of the sectionnal rebuild to have a lumbar support and that they would let me know when I can expect it. As of December 13th, I never got a follow up from the business nor a call from the French manager (I think his name is Luc). I am seeking that the expedite the part of my sectionnal to be done, shipped and installed. I also seek monetary damage.

We purchased a custom dining room set and chairs May 19th. The total of the bill was $*** including the cost of the extended warranty as well as $100 delivery charge. We wanted a dining room set and wanted to support local business as it was their stores first day they reopened from covid so we wanted to give them our business. It states right on the invoice that this was to be delivered 8 to 10 weeks. We heard nothing from anyone; so we call at 9 weeks and they told us there were delays in production due to covid virus etc, and it would be another 4 weeks etc. I tried to ask for my money back as it clearly had not be started, or some form of compensation as we had a planned a large family dinner and needed our table, the manager said they would get us a rental but called me minutes later and said he can not do that either and that the sales lady and manager said there was nothing they could do. I asked for some sort of compensation or guarantee they flat out told me NO. I than was called by someone from the warehouse who did nothing as well and told me it would be coming again in 4 weeks and they would call when it arrived. Well I still got not call from them and I had to call myself today, left message, still no call back, called store and said I wanted the manager to call me no one else. well my sales lady calls me not the manager and tells me that it is just now complete (i was told it was done back in July) and that due to covid they can not deliver it to me for another 2 to 3 weeks as it is a shipping problem? Trucks stopped cause of covid as well? I demanded my money back at this time

This complaint is about the Orleans-Youville drive location, unfortunately I could not select it on the website. In March this year we purchased a Sectional ($7500, Cust# ***) , this included a "white glove" delivery service we paid extra for and delivery was planned for June. We were also told we would have a choice of fabric for throw pillows that were included with our purchase. Although this is not the focus of this complaint, the problems started soon after and shows how poor Upper Room's customer service is: - We were never contacted, as they had said they would, to make our selection for the throw pillows. I actively followed up on this and they stated they had already made the selection themselves. No solution or apologies were offered for their mistake and we ended up buying our own as the ones they offered were cheap, terrible and the wrong colour. - It took over 5 months for the sectional to be delivered, more than 2 months late with no updates from the company unless I actively requested one. They simply did not care once they had our money. -Before delivery we seriously contemplated cancelling our order but we were told we could not. The real issue is that and focus of this complaint is that when they did deliver the sectional, they damaged our brand new flloor quite significantly *** . After several emails and weeks later, they ended up sending someone to "repair" the damage but this did nothing. If Upper Room claims they sent a technician to repair the damage, all he did was apply a cleaning product to try and buff out the gashes. It did not work obviously and the technician even admitted this was pretty bad. I then followed up again with Upper Room and all they offered was $250 of in-store credit. I told them this was unacceptable as they caused several thousand dollars worth of damage. While they keep claiming this is with their management, It has been weeks with no communications.

The Upper Room simply refused to return, refund or exchange a totally "damaged " delivered item, mixing the meaning of " Final Sale" with " As-is" so I purchased a brand new home furinture from their store for my new house including : 1 Dinning table set with 6 chairs , 1 Casual Dinning table with 4 chairs, 3 pcs sectional and 1 Sofa total order was more than $15000 and items supposed to be new from the warehouse, not As-Is and not the item on the floor at their store I was told that All items are available and to go to pay the full amount and schedule a delivery which I did, during the delivery only few pieces were delivered and when I called they said the item is showing delivered , then after back and forth they found that the item was showing dispatched from their warehouse and apparently went to the truck but was forgotten or whatever so they appologized and scheduled a second delivery and again same issue, delivered few items etc... at the end delivery happened in 4 delivery times! the last delivery for the sectional, it was delivered damaged in multiple different areas , (of course by having it uploaded to truck and to warehouse multiple times) I did call the Customer service manager when the delivery guys were onsite, and left her voice mail with pictures to document this got back to me few days later and refusing to return the item for an exchange or refund , and using the word final sale as excuse , however this is not obligating me to receive a damaged item, even the receipt is taking about exchange option which they refused they just send technician to fix and touch up paint the scratches which of course doesn't totally fix *** communication with them is horrible, emails returned after days and most of times, no response at all and need many emails to get an answer , even when I requested to be escalated to the manager no responses so far

Hi, Refusal to return refund on a dinning table that was not able to be delivered due to damages. We went to the store and purchased a dinning table last Sunday, July 12. Right before we made the purchase, the sales told us that the table was available in their warehouse and could be scheduled for delivery on the coming Tuesday, July 14. That is the sole reason we bought the table as we were in need of a table. On Monday, July 13, my husband received a call from the customer service in the pm, and he was informed that the table was inspected to be damaged as a result, the delivery will not happen and it will take 4-6 weeks but they said they would call back to confirm shortly. We have waited it out and no one called back so we called the store. There was a lady from *** answered the call and put us on hold and back and forth with us and the customer service. We had no idea who the customer service is as we were dealing with the store sales. We told the *** lady when we purchased the table, we agreed the purchase was simply because the table can be delivered in the next two days, and if the table in the warehouse is damaged, the sales was supposed to call the warehouse and double check before the purchase, so we were asking if we could cancel the purchase and get our money back. We understood that "all sales are final" in that store, but that is based on the customer satisfactory, right? so the front desk lady said she would go talk to the *** and our ***. We have waited it out for another day or so, no one called back. so I wrote an email and sent to the ***, she said it was us did not call back the customer service to confirm, which was not the case, she asked if we wanted to look for other options? I replied her when we bought the table, it was based on the quick delivery, and now the table is damaged, and it will take another 1 month and half, that is not what they promised and we kindly just want our money back. After 3 days, she has not responded since, not the *** either. In our receipt, it says very clearly "the dinning table available at warehouse, but apparently there was not as the one in there was damaged. We are very disappointed with their customer services and lacking communication. Please we would like to get our money back. Thank you.