Here is my situation,
I have currently ordered a dining table from Mobilia in Ottawa. Prior to receiving the table, there were a few issues with delivery dates, however, they were all resolved to my satisfaction. When the table did arrive the delivery persons were professional and took the appropriate precautions when putting assembling the furniture. However, after the furniture was assembled I immediately became aware that something did not look right. After some verification, including referencing photos I had taken of the table in both Ottawa, and Montreal stores, it was clear that the table delivered was not the same table as the one that was on display in the stores. I called the customer service number listed on the contract and was promptly put in contact with a rep. She indicated that there had been problems with the manufacturer of the table and that Mobilia has decided to go with a new manufacturer. However, this new manufacturer could not match the unique stain, or pattern, as achieved by the previous manufacturer. I clearly indicated that the vibrant colors of the "old" table was the reason for the purchase, and that the new table did not possess the same design elements. I suggested that I would like to explore all options with the Rep in order to receive what I had originally purchased, however, the rep indicated that the "new" version of the table was the only one available from the new manufacturer. I then suggested contacting the Ottawa and Montreal stores and canvassing whether they would sell me the floor model of the "old" table at a discount. The rep promptly contacted both stores, however, the stores indicated that there were indeed manufacturing defects with the tables (warped & cracked). I then suggested that I attuned at the Ottawa store to see the damage for myself before deciding on the next course of action.
I attended the Ottawa store and discovered that the Floor model was not as bad as anticipated. In fact, the manager indicated that it was not damaged, but only split due to natural humidity conditions and would repair itself in the summer. I indicated to the manager that my objective was to either obtain a new table which matched the "old" table design, or as a last case alternative would potentially buy the floor model. Subsequent discussions with the Manager revealed that the old manufacturer had gone bankrupt, and the new one had in fact, made a bad "batch" of tables. He indicated that the problem had been identified and would be resolved on future orders. This conflict directly with the information provided from the Customer service rep.
As it stands, this is where the story remains. I am currently waiting to find out who is correct, the store manager, or Montreal customer service HQ re: Can the new manufacturer actually make the tables as currently on display at the store?
I will post my follow up to this issue. In the event that things do not go as planned, I will of course request a full refund as the store has already confirmed that I have not received what I originally purchased. I should also note that I am a lawyer and have appeared in small claims court many times. Based on the customer service response I have received so far, I highly doubt that this issue will go that far (and no, I have not told Mobilia that I am a lawyer).
At this point, I am disappointed with the way things have gone with my order, however, I still have some hope that Mobilia will come through. If things work out, I will post a response. If not, I will also post a response.