"I had a great experience with STEM"

I had a great experience with STEM. I live across the country and bought this piece of furniture without sitting in it. I had specific measurement wants, which were made to order. The staff was patient as I decided on the color and I received updates as the couch was being produced/shipped.

"Quality furniture, excellent customer service!"

Quality furniture, excellent customer service! I purchased a sectional from Stem - it's very well made and also very comfortable. Customer service was very responsive to my questions.

"I’m extremely happy with my Stem…"

I’m extremely happy with my Stem experience. There were no delivery delays and I received updates throughout the production process. I love their custom options and fully support the products they are offering. I hope more people will seek out and research the health benefits of non-toxic furniture and highlight companies like Stem.

"Good product, horrible fulfillment."

Four out of five stars for manufacturing. Zero stars for fulfillment.

Stem Furniture is a company that custom builds your order and ships it to you. They do the first thing well, but they really fall down on the second.

It’s been ***five months*** since our initial order was placed with Stem, and we are still troubleshooting. Customer service is friendly, if sometimes slow to respond, but that does not make up for the company's glaring inability to fulfill orders correctly on the first, second, or even third attempt. If fulfillment was as strong as manufacturing, you wouldn’t need the customer service.

We placed our order for a couch on Sept 11, 2017. On October 17, the wrong couch was delivered. The couch we originally ordered was lost. It was finally located and delivered on November 29 but arrived badly damaged. We had paid extra for white glove delivery. The couch arrived wrapped in a thin sheet of ratty, torn plastic. The couch was filthy and damaged, and we did not accept the order.

AIT Worldwide Logistics was the transportation company that so badly messed up the first two delivery attempts and damaged the couch. The men they sent were the opposite of white glove service. After blowing the time window by nearly seven hours, they arrived stressed, in a rush, and determined to manhandle the furniture over every step and corner without regard for damage. Should you choose to work with Stem, I’d recommend insisting that AIT play no part in the fulfillment of your order.

With the originally ordered couch damaged, we decided to go back to the drawing board. We ordered a sectional L-shaped couch and ottoman in white leather (we thought the leather would be more resilient in transport).

We insisted that AIT not handle the logistics. Stem complied with the last mile delivery, booking a local white glove service, Navis. But they sent the furniture across the country with AIT anyway, going against our request, and of course, the furniture arrived damaged. For some reason, the couch sectional was transported with the legs attached. This is moving 101. The legs should be removed. So the legs arrived bent. Again, you should avoid AIT at all costs. Unlike Stem’s friendly customer service, AIT’s customer service is obnoxious and deceptive. (They provide a time window, but the movers invariably arrive several hours after that.)

Navis, the white glove movers, did a great job installing the furniture on January 29th. However, when taking delivery of the furniture from AIT, Navis saw that there was damage to the legs. Stem sent legs to us in advance of the install, so they could be replaced at that time.

The wrong legs were sent. Four of one size, four of another.

And when the sectional and ottoman were installed, we also noticed that the legs on the couch sectional were shorter than the legs of the ottoman by four inches.

We requested new legs be sent -- to replace the bent leg and to even out the couch with the ottoman. More problems with FedEx: two failed delivery attempts.

Of course, FedEx's issues are not Stem's fault. But had the legs been removed from the sectional couch when it was originally shipped (i.e., if a competent mover had been used instead of AIT Worldwide Logistics), and had the legs of the couch matched the height of the legs of the ottoman, then we wouldn’t be having to deal with the FedEx issues.

Bottom line: ff you live in LA, then taking delivery of your Stem furniture should probably go ok. Outside of Stem's vicinity, you run a significant risk of problems.

As for the quality of the sectional and ottoman, it’s fine for the price point. We had a similar sectional made years ago through B+B Italia, which also custom builds their furniture. The price point is much higher, and the quality was commensurately better. With our Stem sectional, the fastener that joins the two sections is flimsy, so the two pieces seem like they’re connected haphazardly. Again, for the price, it’s fine. And we are happy knowing the furniture is eco-friendly.

But it’s five months since we placed our original order. It’s been an extremely frustrating experience and definitely one we will not be repeating. If you have lots of time on your hands and the patience to deal with Stem’s incompetent fulfillment, then, by all means, order your furniture through this company.

"Great"

Great! very easy to work with, on time and helpful. Our sofas are fantastic.
They got us the sofas in time for Christmas even though we ordered just after the whole Black Friday/Cyber Monday weekend. We went into this knowing they’ve had some production issues and we were pleasantly surprised with their customer service.
And no I’m not a robo reviewer.

"Get it together, Stem! Very unhappy!"

Do not expect to receive your furniture in the time advertised on their website. I ordered a couch on 6/7/17 and still have not received it by 9/8/17. My couch is sitting in a warehouse waiting my to be delivered but this company cannot get it together to work with a delivery company to get it to me. I have had repeated calls with them, each time they have promised to fix the issue ASAP. On top of this, I paid extra for 'white glove delivery' -- oh the irony! Stem please get it together and delivery my couch (order #1381). I hope their furniture is of better quality than their service.

"Great purchasing experience and the …"

Great purchasing experience and the final product was fantastic. Shipping was a bit slower than advertised.