Calico

I purchased 10 custom pillows. It took over 6 weeks to get them. I picked them up just before Christmas. 4 of them were perfect. However, 6 of them were not. 4 were light blue and 2 were aqua. All 6 had dark beige zippers. I complained immediately and was told that this was an industry standard. When I pointed to other pillows that were on display I was told that they were "custom" pillows. For what I paid, I thought I had ordered "custom" pillows, since my other pillows all had zippers that matched the their colors. The store personnel were rude and said there was nothing they could do. They told me to take the pillows and they would contact the owner "Barb". Two days later when I called the store I spoke with a very arrogant woman (who it turns out she was the owners daughter). She said she would have Barb call me. I should not use the pillows until I had spoken with her. (That was 4 days before Christmas). When Barb did call, she told me that they would replace the zippers. I did not want these pillows to be torn apart and pieced back together, I wanted new fabric and to have them remade, since that is what I paid for "First Quality" not "seconds". She refused! I told her that was not satisfactory and I would return the pillows for a complete refund. I also, said I thought that was counter productive, since I had spent a significant amount of time selecting the fabric colors and the style. A day or so later she called me to say that she would reorder the fabric and remake the pillows. The store called just before the end of the year stating the fabric had arrived and that I should return the pillows. I was skeptical about why they needed to have them back before the new ones were ready. I did comply with the request to return the old pillows, but I put a black "X" made with a Sharpie on the inside seams of each pillow, to be sure that I was indeed getting new fabric and new pillows. I went in to pick up the "new" on 1/17/17. Barb was there and came out to speak with me. She told me that these pillows had been completely remade and that she had to go to a different store to purchase the zippers. I unzipped the newly remade pillows only to find the "X" that I had made still on the inside. When confronted her with this information, she continued to lie and say that the pillows had been completely remade with all new fabric. The owner of this store lacks integrity. The personnel portray the same arrogant attitude of the owner. Even when caught in an obvious lie there they stuck to their story that the pillows had been remade with completely new fabric.

Well, store-wise the experience was great. They are very knowledgable and helpful. But, that's where it stops. While I understand Calico isn't a delivery company, they should do more to manage that all-important part of the sales process. We waited the usual 8 weeks for a custom sofa and when it was delivered, the movers broke the leg before it even got to our elevator. I actually pointed out the missing and leg and handed a very broken leg to the surprised mover. "Oops" was all he could muster. They took it back to the truck and I called Calico. They had to manufacture another leg and have it repaired locally. Notice I said "repair" of a custom sofa before we even received it. Three more weeks and we agreed to a set delivery time. It's already an hour late. So, I had to call Calico to get a status. They should be better at managing this. The driver called and said he is 20-30 min away. I changed my plans for the first ill-fated delivery and scheduled time off for this delivery and I this is inconvenient. On the positive side (the sofa is still not here, so I can't say with any certainly if this will be a successful delivery) they did a great job re-upholstering an antique chair. We picked that up ourselves. I also asked for a discount for my inconvenience and the fact that we paid full price for a custom sofa and it needed repairs before we accepted delivery. They did grant a 5% discount but I had to ask.

I was so happy to see Calico weathered the shutdown as I returned recently after a long time away. I live on Buzzards Bay so it is a long drive. But it was great to get some new fabric to begin replacing some old items throughout our home. There’s nothing like new pillows to cheer up a room or a reupholstered ottoman to bring new life into our living space. Choosing fabric for an existing room can be a fun but sometimes an overwhelming task. Calico arranges the fabrics together in color and design schemes to make that task easier. Everyone wants to get good quality at a competitive price. Cynthia made that purchase so effortless since her friendly nature helped to answer questions but she didn’t hover over me as I was deciding. She printed out an estimate for the purchase and future purchases to make it easier to plan ahead. My family and I can’t wait for the transformation that these new updated fabrics will provide once our project takes form. Thank you, Calico, for being there throughout the years!

Buyer be aware! I have a very large primary bedroom window that needed new window coverings. I knew exactly what I needed. I called and spoke with Yulia. She indicated I needed an appointment and she happened to have an opening in 40 minutes. I rush to their store and get there in 30 minutes. She’s with another customer. I’m under the impression she’s finishing up but nope she took a walk-in and thought it was me that called. I gave her the benefit of the doubt and went to their books and found what I was looking for. A colleague of hers shows up to the store and I explain I need a quote or what the princess is from here on. I get a quote and I decided after a few days to place my business with them. It took almost two weeks to get measurement out but they didn’t hesitate to take the full amount ahead of time. I called twice and was told that it’s Hunter Douglas’ system and that’s why no one called me to make an appointment for measuring. After a week goes by I get a call from the measuring company, and I’m a full time employee and my time is limited. I took what I could and rearranged my meetings ti be there for the measuring person. They were late. I called in two days ti get my refund they give fir measuring and was told they’ll get back to me. No one did. I had to call again. I told Yulia’s colleague how disappointed I am and what the unprofessional service level has been. Perhaps it’s because it’s only one window that cost $2000 so I’m a no one to them. I get a voice message and an email from Yulio with no apology, no we hear you, nothing other than call us tomorrow. I thought I had to let others be aware if you’re only buying one window covering you aren’t going to get the service and I yet ti know when I’m getting my coverings installed. No idea!! Ridiculous!!

My wife and I wanted to express our sincerest gratitude for the wonderful service we experienced with Calico while re-decorating our house this year and all previous experiences in the past 15+ years. Recently during the COVID pandemic, my wife decided to refresh the great room and study. As in the past, every attention to detail was handled professionally with a smile and a couple of laughs as well. The staff, especially Tracy, was impeccable to say the least very responsive and personable. When my wife went into the store to choose what she wanted, Tracy had all of the fabric combinations laid out for the pillows, sofa, window treatments, etc. based on my wife's taste. She was so impressed that Tracy remembered her particular style in patterns, colors, etc. If you need any type fabric, furniture or decor, Calico is the place to go.