"Some good, some not so good"

Update: We finally got our couch! On the fourth delivery attempt the movers showed up with only two guys again! They put me on the phone with their manager who said we'd need to reschedule. I emailed Travis at medley, who had by then reached out, and was able to speak to him that minute. He was just as shocked as me about the delivery, and said we should just unwrap it outside and take in the cushions separately to lighten the load. The guys in the truck seemed okay with that so that's what we did. Then the two guys got the couch up and in our place - though it wasn't easy and they could've used a third. Overall I'm happy with how responsive Travis and everyone at Medley was to our concerns, and in trying to remedy the situation. The couch is beautiful and clearly well crafted. In a cruel twist, our cat thinks so too, since she has already peed on it...but yeah, two thumbs up for Medley customer service/support.

Original post: Be very careful using Medley. The company itself seems fine, nothing special but nothing really dysfunctional. The problem is in the delivery companies they contract with. In our case it was a company called Metropolitan. Boy oh boy. The first scheduled delivery date, they simply didn't show up. When we called, they said the couch hadn't arrived in time for delivery. Okay. We rescheduled for the end of the week. Again they did not show. This time the reason was that the couch didn't fit on the delivery truck. We rescheduled for the following week. This time they called and said the couch didn't make it on the truck. But guess what, an hour later a truck shows up at our house. There are two delivery men. It is a large couch. They can't move it up our stairs and give up and have to take the couch back. This is a $5000 couch we're talking about, and we are not millionaires. We still don't have the couch as of this writing. It's technically the fault of the delivery company, but ultimately they are just contractors for Medley, so this is on Medley.

"I ordered sofa from Medley for its…"

I ordered sofa from Medley for its environment-friendly and made to order model (got tired of cheaply made online furniture stores). It is a big investment and I am glad I went with it because the sofa came out beautiful. I had a lot of questions before ordering, and they were very responsive in their replies. I ordered many swatches to test out before ordering. Delivery was smooth and courteous. Would 100% recommend.

"This sofa is very well made and designed. "

This sofa is very well made and designed. It looks great in our space. Well worth the price and wait time to get it. It's nice that there are still companies like Medley who still care about craftsmanship and take the time to build furniture.

"Finally, my Perfect Furniture Store!"

Finally! A healthy sofa made of organic materials with no weird chemicals! (I’m sensitive to VOCs off-gassing) Super comfortable and a beautiful blue colored fabric. I’m so happy to have finally found my perfect furniture store!

"Ordered a special non toxic couch and…"

Ordered a special non toxic couch and the couch was very bad on VOC. They need to be more clear in their marketing for people with MCS. I also suggest they not offer products with such high VOC for a company that sells non toxic products. They did reach out and offered an ear to listen. Quality of couch was good otherwise.

"Terrible customer service. Misrepresenting delivery dates. No notification of an additional month delay. Hypocritical communication. "

I've been trying to get my furniture order for weeks now. First, their e-comm platform wouldn't work in my browser. Then, they tried to charge an astronomical shipping fee that made so sense, and they couldn't even explain why it deviated so wildly from their own website information, though they attempted to. Fabric samples were late to arrive. Meanwhile, I was getting pressure emails to "hurry up and don't miss the 10% off sale". Then they extended and increased to 15%; meanwhile, they were emailing me directly that I should hurry to get my 10%...like they didn't know I might have seen the separate marketing for 15% and weren't willingly matching their own new promo.

Finally place my order after confirming that their estimated delivery dates will work for me, then days later, they email to say that the fabric I chose for my sofa isn't available until Sept...not June as promised on their website. They said the fabric I chose for chairs was on schedule. Ordered new fabric samples, chose new color, then they said that was also delayed until Sept...in fact the whole fabric line was, they just hadn't bothered to say so the first time and let me waste time ordering more samples that would generate the same problem.

So then I changed my sofa order to a new fabric type, then asked when my chairs would arrive. Turns out they had stopped my chair order, which was in a fabric they said they DID have, without letting me know and without giving me the option to split my order and get my chairs ahead of the sofa that had the fabric issue. They had no explanation for why my chairs had been pulled out of production and why they didn't disclose it.

Finally, they agreed to put the chairs back into their queue ahead of the sofa...which they should have done anyway since that is a shipping option they offer all along and due to a series of their mistakes. I complained again, so they offered a $500 refund for all the trouble, which they then did not actually refund until I complained about that too.

Now, I should have had the chairs delivered this week, but Medley did not email about them, no contact. I reached about AGAIN. They are now saying it will be another month. Apparently, the materials they said they did have in stock, are not actually in stock. This is not how supply chain works. Orders that are scheduled weeks and months in advance are typically covered by materials that are locked in so that estimates can be fairly accurate. This is not lockdown year when manufacturing and shipments were knocked offline. No organized, reputable company has this happening now.

I asked to escalate above their customer service person, Kevin, and Kevin would not put me in contact with anyone above him.

This company is a mess. They seem to have no real idea when they will even have materials to manufacture their own products, yet they keep running "sales" and keep publishing delivery estimates that they are not able to hold to. It's a lot of false marketing.

I have no review on the furniture itself because I have no idea when they will actually deliver. They have charged me for products weeks ago that they haven't made yet. Many companies don't charge until your product is either going into production or shipping. Can they not afford their own supply ordering without taking my money? Did I just loan them money that I could have been earning on?

If they spent half the effort on their product and customer service that they do on their content marketing, this would be a wildly more responsible company. Instead, it's a mess.

"I really appreciate Medley's option of…"

I really appreciate Medley's option of all natural materials in their couches. If we and other creatures are to survive on this planet we need to buy less and buy better. I fully intend to pass our loveseat down to our grandchildren.

"Medley is still experiencing delays and…"

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.

"still waiting"

I was excited and knew it would be a long wait, but maybe Medley had figured out its timing since all the bad reviews are about how long things take. I ordered mid-Feb., and it was supposed to be ready to ship in mid-April. I reached out the week the couch was supposed to be finished and received a 2-3 week delay until it was prepared to be shipped. And now I am waiting five or six more weeks. It seems to me they should be able to estimate a little closer to the actual finish date of a product. I would have been happy if I knew, but now this experience has soured my view towards the company. Let’s hope there are no more delays. Update…waiting another 2 to 3 more weeks for fabric to come in. They have given a small discount to soften the bad news but still waiting.

"Love!"

So happy with our sectional purchase! We also got a matching Blumen ottoman. It's VERY hard to order something online and select fabric from a tiny swatch, etc. but my experience with Medley has been so wonderful - they were so patient and accommodating with me in changing my fabric selection many times. Their customer service is excellent. And I'm very happy with my final product. I would highly recommend.