Brault & Martineau

Very nice furniture and household store. Impressive displays, helpful and friendly sales staff.

Michel V is nice and knows his stuff. Not pushy. He tells it like it is.

Stéphane Dufour the sales man in the shop is an amazing polite and service the customer in great way, he explained to us everything and advised about the materials .......Thanks for him

TERRIBLE CUSTOMER SERVICE!!! TOTALLY UNSATISFIED!!!! I went to Brault & Martineau, Promenade Saint Bruno on the 15 of August 2020 to buy furniture. The agent (seller) told me that it takes two months to receive the orders so I ordered for the 5th of November. I ordered two months and 20 days earlier. My order is for a total of $3,064.09 and I paid $600.00 Cash in advance. They told that somedays before the delivery date they will call me and ask me to go for the full payement in store. I never heard from Brault and Martineau since then. Finally on the 5th of November I realized that I should have received a call and I call Brault&Martineau to know about my order.....well good luck! No one answered the phone since the waiting line on the phone is long. After waiting one hour on the phone, when no one answered, I messaged their Facebook page and they said someone will call you. The next day, the 6th of November, I received a call from B&M and they mentioned that my order was just arrived and asked me to go make the full payment in store and they will Confirm the delivery date. I went to the store on Saturday, 7th of November , I asked the lady to assure me that my order has arrived before I do the full payement and she turned her screen and said « see all the 7 pieces of your furniture is here in Montreal ». After the payement she confirmed that my order will be delivered on Tuesday the 10th of November. Today, While they deliver my furniture the biggest Sofa (3 places sofa) is missing. At first the delivery man insisted that this is it. I was stick on my word cause I had the bill and had the photos from the store when I tried the one in the store. He called someone in office. The employee on the other side is telling me that they don’t even have it in stock. And I must wait for it. I refused the delivery and they took back the whole INCOMPLETE ORDER. Afterward, I went to Brault & Martineau and asked for the refund. They called the Director. The director is telling me that he does not see any message in the system so he cannot refund. He says: ‘’ no we do have the other Sofa (3places sofa) as well it is just that bla bla... so that will be Available on the 16th of November. You should better have accepted the rest of it today so you would have something to sit on until then at least.’’ LIKE REALLY....NO BUT REALLY???? After waiting of 80 DAYS, paying $3,064.09, that a service you a company would provide. I did not buy potatoes so that it would be taken for granted like that. The store director is telling me that: « with the situation (COVID-19) this year all orders have been delayed. WELL....the Pandemic did not come after my order. It was there since March and your company should have been able to organize based on the situation. If not they could tell us to order 4 months before so at least we had some plans accordingly. AND THIS IS NOT THE FIRST TIME. There was no pandemic last year and I bought a fridge from B&M it was supposed to be delivered on July but I waited another one month without any fridge at home during the hot summer. And i even did not have an old one. Nothing. I WAITED 85 DAYS FOR THIS ORDER AND ALREADY PAINTED MY HOME GRAY ACCORDING TO THIS FURNITURE AND THIS IS WHAT HAPPENS. WHO PAYS FOR ALL THIS???? THEY COMPANY IS NOMORE TRUSTWORTHY!!!!! I DO NOT EVEN WANT TO WAIT ANOTHER DAY TO GET MY MONEY BACK BUT WITH THE SERVICE THEY HAVE IS THAT NOW THEY ARE NOT EVEN REFUNDING ME. They are asking to wait until the refused delivery appears in the system. UNBEARABLE CUSTOMER SERVICE!!! I AM TOTALLY MAD NOW!!!

When you return an item, first you cannot do it over phone, you have to present yourself at their store, the after you talked to the cashier, you have to wait for at least 45 to 60 minutes for the director to cancel your order. Too much inconvenience, once you are done with the director you based on the number of people in the line you have to go back to the cashier to complete the process. Wasted exactly 90 minutes today to cancel an order. long live Bestbuy, one stop shop and one stop return.