Walter E Smithe Furniture + Design

Ek! I would give them –5 stars if I could. I have to say this is the WORST EXPERIENCE EVER. I love high end EVERYTHING. But I love good customer service better. Walter E. Smithe managed to mess up my delivery 5 times. HOW DOES THIS HAPPEN… Let me begin, my first encounter with Walter E. Smithe was back in July 2015, my husband and I went to the Oak Brook location, we had a sales rep, Mary Jo Peters-​Madick, she was terrible. She didn’t even let me and my husband talk about finances privately. She kept nosing in on the conversation, note to you Mary Jo — when customers are about to spend $ 15,000 do not smother them, and then try to make them spend more. NOT COOL. So anyways, I was in love with the bedroom furniture, so elegant. So my husband and I decided to come back at a time when we knew Mary Jo wasn’t going to be there so we could work with someone else. And we did, thank goodness! We worked with Colette Ruopp, and OH MAN, she SOLD US! She was super nice, and personable. But after she made her sale, I had emailed her 4 times and she did not have the common decency to reply! But anyhow, we left Walter E. Smithe $ 15,000 lighter, but happy because we were getting this gorgeous furniture.
THEN the problems started. We ordered a 5 piece bedroom set. My husband, my mother, and I all ordered something. It was agreed upon that the furniture that my husband and I purchased would be delivered and we would pick up my moms one piece at the warehouse (no big deal — we were all okay with this) So, the first time they come the DELIVERY GUYS KNICK OUR WALL WITH THE FURNITURE!!! Our brand new walls, by the way. And didn’t apologize, and then they bring us the furniture which we were expecting a night stand, headboard, footboard, mirror, and a big dresser! Guess what we got when they left? ONE NIGHT STAND! All their garbage furniture was nicked and BROKEN! It happened to be my husbands birthday, and I was livid, because we both took off work because we were so excited for our furniture… thanks for … nothing Walter E. Smithe.
So then, 3 days go by — and NO ONE gets back to me so finally I email someone and I send them photos of what they delivered and that’s when I emailed Colette Ruopp to be like hey, just so you know blah blah blah. She doesn’t reply. Okay, cool! So then, I go back and forward with Slyvia (who was the only person who actually was helpful — and not rude) and she finally gets it so all the pieces can be delivered together (so we wouldn’t have to go to the warehouse) We were like okay, at least they are making up for it. Sounds good. Well… the time comes and we take ANOTHER DAY OF WORK OFF so this is day #2 — and guess what? THEY FORGET TO DELIVER THE BIG DRESSER WITH THE MIRROR! Like, no how does this happen? At this point, I am beyond livid, because this was another day we had to take off, and my boss was getting aggravated too and accused me of lying… thanks again Walter E. Smithe!!! SO I was put into contact with Shannon Iozzo, she is the Warranty Department Supervisor, she seemed nice and like she was seriously not going to let this happen again.
So, they come for a third time, and yet again my husband had to take off work because my work was getting fed up with me leaving and actually threatened my position (again, thanks Walter) I SPECIFICALLY told SHANNON IOZZO to not have the movers come until 6:15 — 6:30 because that was the earliest my husband could get there… OH WAIT — they arrive at 4:00 PM in their HUGE WALTER E SMITHE TRUCK… we got fined by the association because they sat out there blocking traffic for 2 hours!!! THANKS AGAIN. So, they come in and bring the last big piece, again nicking all my walls… and then they forget the tools to install the mirror on the dresser … seriously? Yep!
They had to come a fourth time, and the last time the guys were the nicest, (IT TOOK 4 TIMES) and when I told SHANNON IOZZO she was not compassionate that we had to take off work, and told me that their was miscommunication like… this obviously happens all the time. Like, it is your job to make sure your customer is happy, and it is your job to know which orders are going out for delivery… good luck Shan!!! THEN, I told Shannon, this is ridiculous, we should get SOME kind of compensation off, or something — and she says «OH THERE IS A GIFTCARD IN THE MAIL» Yep… you guessed it just like the furniture that gift card never showed up! So SHANNON, I hope you are reading this, yeah… you must’ve not sent the giftcard, because it isn’t here.
No one at Walter E. Smithe even took the time out to apologize for all of this that’s what I think is crazy, the word sorry could of went a long long way with me, if someone would of just taken the time out. We paid a lot of money, and we were not even considered.
In closing, Walter E. Smithe may have some beautiful pieces, but I would never buy from there again… TERRIBLE TERRIBLE CUSTOMER SERVICE. Work on that Walter.

American Express credit cards are not welcome here. This is a good size business that should accept all credit cards. Ridiculous. Too bad, the furniture looked nice.

I was clearly sleeping on this place. The store has a large selection of quality furniture and to my surprise, many of the pieces are not as traditional as its name may suggest. Prices are also very competitive in comparison to other retailers in the area.
After spending too many weekends in too many stores and online looking for the perfect media center, we stopped in with a «might as well» state of mind. Halfway through our walk of the store, we found the perfect piece with the ideal depth. We were hooked but our sales lady challenged us to see what else was in store. Glad we listened. We found an even better piece along the way… And a décor item too.
Our salesperson Bird B. is the most witty, engaging and genuine furniture salesperson I have ever met. She was attentive, honest, knowledgeable and helpful. I enjoyed working with her.
Having visited, I better understand why this third generation business is still around. It is a class act.

I see Walter E. Smithe received best furniture store in West Suburban Living. Congratulations!
I can agree to that. Let me tell you after buying crap furniture from somewhere else; I researched well to find quality furniture. I spent hours browsing and testing furniture at every furniture store there could be! Nothing really compared except Ethan Allen, Penny Mustard, Thomasville and Arhaus to name a few. I loved Arhaus, but it was way out of my price range. Ethan Allen and Penny was not really my style. Walter E. Smithe seemed to be my happy median. It was quality with variety of different styles. The prices are decent for what you get. Is it the best quality furniture, probably not (seems hard to even find true long lasting furniture without breaking your bank). I even know people who spend big bucks and it’s still not quality.
This store was a lot better than the Orland Park one, it is much larger. The Orland Park one was very small.
As far as service, it was great. However, the first time I went in — I had this one lady that was too pushy and wouldn’t leave me alone. The second time I came back to purchase, I purposely chose someone else who was very attentive without breathing down my neck. I’m very indecisive so she was very helpful and PATIENT with helping me pick out colors that would match my chair. Overall, she helped me make a decision I was very happy with.
The order and delivery does take time, but that’s because they are custom making your furniture. I really liked how they updated me every few weeks on the status of my order. Overall, the customer service is great. It was a great shopping experience. I went during Black Friday weekend and got a pretty good deal — it was $ 500 off and then 20% off the rest if over $ 1,500. I spent just under $ 2,000 on a long couch (I believe 96′ long).
I’m very happy with my new couch!

Buyer beware. Junk furniture at high end prices. Made in China sectional and it lasted like it was made there. Now after falling apart for the second time they claim it is not covered by the warranty posted on the website. The paperwork does not indicate a «SPECIAL WARRANTY» on «ENTRY LEVEL» furniture however it is NOT and entry level price. Again NO WHERE ON PAPERWORK nor was I advised this has a warranty that I can’t find anywhere but only out of the mouth of the warranty department. The leather is fading, peeling off and the springs are broken and they told me I should have maintained my sectional and known that it was going to poke holes into the cushion. I left me special glasses in my summer home and couldn’t see through the cushion to no that it would put a hole into it. How dumb of me! However I WILL NEVER BUY anything from Walter E Smithe they sell garbage items. Every thing I broke has had a problem sectional, desk, desk chair, bedroom set is all falling apart in less then a year and less then 3 years. My Macy’s leather recliner used by my teenagers is holding up better then this junk. I will spread the word to EVERYONE and EVERY MEDIA SOURCE I CAN FIND so the next fool doesn’t shop HERE!!! I’d get better stuff a Value City Furniture!

Will never be coming back. Did not feel welcome. Salespeople should not judge. I had the money, she lost the sale.

Amazing service! My sister had bought her furniture from here. I’m in the process of redecorating my room. We stopped in here today just to look and the lady that helped us was really nice and super helpful. Also, everything in the store is an addition 20% off!
They offer you complimentary soda, water, tea, and coffee. Such a good shopping experience even though I wasn’t ready to make the big purchase just yet.

I wish we had bought our couch here secretly. But there is an unhealthy obsession with Pottery Barn in my house despite the fact that they just about spit in our direction… annnywayy
Susan helped us. She was kind, patient, and extremely well versed on all of the products in the store. She had wonderful suggestions and we landed on a great couch. If it were up to me we would have that couch in our living room right now. The entire experience was great. I hope to buy a piece of furniture from them sometime soon.

My only disappointment… that I didn’t come in here earlier. Margaret has been great to work with, she came to our home helped us measure our space, worked up a plan and helped us find quality pieces at decent prices. We’ve purchased furniture from 3 other places since moving into our new place, and I wish I would have saved us a few stops. Buying furniture is exhausting and expensive. It’s nice to have an expert help you make good decisions on your interior space.

This WES has a much better and wider selection than downtown Chicago but most items are custom built and after my experience of waiting on a 4-​week bed delivery order even 4 months later (and still counting), I’m not giving WES any additional business any time soon.

I brought a client to the Oakbrook office purcased a $ 7,000 sofa the service is wonderful until they get your money. you are not an imporant client anymore once the manager got my full payment from my client and I sent all my paper work in and the manager miss placed my paper work and I showed up at the Oakbrook office the manager had the nerve to say she had no time for me. and call back in a week. I’m still trying to get paid on my commissions no support. everybody either on vacation or out of the office. my client has purchased more furnitue however not from WES. my best advice to go the Merchandise Mart better service and better quality of furniture and much more to choose from better designer discounting and also better profit.
From
Downtown Chicago

Kudos to you, Mr. Smithe. It should never have taken 10 weeks, but you did demonstrate that you want your customers to be totally satisfied.
It meant a great deal to me that after everything that had transpired, you took the time to personally call me and discuss the situation from the beginning ~ from my perspective.
I hope this was a learning lesson for everyone and I would not wish this particular experience on another customer. It is not Smithe’s fault, the way Eastern Accents markets their products, but rather an eye opening, HUGE fault exposing process.
I am still totally impressed at the military precision of deliveries and the not totally long wait times for delivery of custom furniture.
So, maybe we can still be friends :)

Thank Goodness that I had already spoken to a sales lady before I had arrived at this furniture place in Oakbrook. When I first arrived there were 2 employees talking to each other about decorations and where to put some pillows. This place has some great looking furniture pieces that I would fill my brownstone up with BUT! I did raise an eyebrow after appearing as if I needed help with directions to Peggy. I guess I didn’t look as if I had any money by the way that I was dressed. Had I known, I would’ve put on my little black dress with some 4″ stiletto’s and looked great walking in the rain into this joint!
The only reason I gave 4 stars is due to this Sales Woman Peggy! I like quality furniture that my kids could grow into (Stanley’s Furniture was purchased for my daughter 11 years ago for $ 3800 and Pottery Barn is selling it today. 3 pieces $ 5K !) I had wanted some Teen Furniture after my unsure decision about PB Teen.
After telling Peggy that I wanted some Opus Design Kendall Furniture for my son, Peggy gives me a discount of $ 500 off of the purchase price as well as 15% off for paying ½ down in Cash (or check) and paying the remainder to the delivery guy when he brings the furniture and sets it up as it’s Custom ordered 2 – 4 weeks.
This set would’ve ran me easily $ 2200.00 + tax and delivery but with Peggy’s help, I Managed to get the complete bed, Dresser, mirror tax and delivery for $ 1300! saving me over $ 1000.00
I was told that their policy was to let people look around the store before being approached. Understandable,
however when someone is just standing there appearing as if he or she has a question. Damn, just answer them! You may have lost out on a huge sale. «HUGE» coming from Julia Roberts in Pretty Woman !

I’ve purchased furniture here in the past and had great results. Unfortunately it seems the selection has gotten much more formal and no longer appeals to my taste which is fine. I have better luck at Room and Board. The reason I’m only giving them three stars is the hard sell. I feel like I’m walking into a car salesroom. Even though I say I’m just looking they insist on having a conversation with me. I understand that too having worked in a sales job but please let people look at furniture and don’t interrupt them when they are trying out couches and speaking with their hubbies. That’s twice now I’ve had to walk away from the aggressive people and feel really turned off by the experience.

My husband and I purchased a leather sectional. We were told 8 – 10 weeks, but might be sooner. For 18 weeks, we were given a variety of updates, most of which were purely what ever the person felt like telling us. We finally received the furniture 18 weeks later. One end of the leather sectional had black fabric showing on frame and cushion. After waiting for them to get matching leather, 5 MONTHS!!. They picked up the loveseat and brought it back, one week later with only the frame corrected.
Customer service is a joke! We are 10 months out and it still isn’t correct. Those guys should stop making commercials and look into making customers satisfied!
DO NOT BUY CUSTOM ANYTHING FROM THEM! You dream it, you’ll never get it!

Custom designed furniture. There is really nothing better. And while I usually use an independent interior decorator who moves me in and out of the Merchandise Mart with ease– there are times when I am looking for an accent piece, a lamp or side table and this is where I go.
Now that’s not to say that they don’t do custom work– they do. I shopped them years ago when I was looking for a new sofa for the family room. I didn’t end up moving forward with it– but their design staff was top notch– meeting with me, showing me the various fabrics and leathers that the sofa came in and even offering to stop by my home to see how my purchase would work with my other furniture.
Most recently– I was looking for some side tables to go in my guest rooms. Not too big. Not too small. And not looking like a bedside table (you never want anything to look like it’s supposed to be there, right?) Well I stopped into this location and even though they were having a sale and the place was swarming with people, the designer that helped me was so pleasant and accommodating. She took me around the groupings showing me this and that until finally I spied something that would work perfectly. And since it was floor sample sale time– I got it for a song!
Great selections, helpful and talented designers with good ideas on how to put a room together that doesn’t look «matched» (there is an art to that) and reasonable prices. On custom ordered items the wait time is reasonable, or in my case– the pieces were small enough to just take with me.
While my interior decorator will probably have a fit when he reads this that I strayed from «his fold” — even he complimented me on a couple of the choices that I have gotten from here. And that is high praise, indeed!

Update!!!
Went back for the recliner and got a great deal — not rushed into anything or pushed into any upsell. Love the floor sample we got (perfect condition) and delivery as promised!

This is a really good store for when you hit age 40 or so and realize your house still resembles a college dorm. If you are ready to get grown-​up furniture, this place has a very nice selection, with helpful staff who can guide you toward the proper colors, scale, and what looks nice together. As a bonus, they have a free video game room for the kids, so parents can shop agony-​free.