"I realize on this site there are only good reviews but do a little more digging and you'll find the truth...
I've ordered twice with Stem. The first time, I ordered a custom built couch. As many of the other reviews have mentioned, the delivery process and customer service is pretty poor (I'm being kind). The people are courteous and give the appearance of caring about you (when they reply). I placed my order on January 4th. I received exactly ONE unprompted email telling me about the status of couch. I reached out a few times to get some information but it was hit-or-miss if they would reply. Then, once it was delivered, I didn't receive any updates and had to keep reaching out over and over again. Finally, on March 9th, a couch was delivered to my apartment...and it was the WRONG couch! At this point it was comically bad so I wasn't even mad about it. I reached out to the company and after a few back-and-forth emails, I was told three days later that someone would call me. Nobody called. I emailed AGAIN the next day (now four days after receiving the wrong couch). Eventually I ended up getting the couch. The support team said they understood and made up for the horrific experience with offering me some compensation. I received that about two months later. Original order on January 4th, situation resolved on April 30th.
Wanting to get another piece to match my couch, I ordered a matching chair a week before Halloween. It arrived a week after New Year's Day. Again, terrible experience with the delivery. No communication. The box was so dirty that I had to open this giant chair in the hallway of my apartment after paying the delivery company to wheel the chair into the elevator and move it toward my apt instead of just dropping it in the lobby of my building. At this point, I had the "fool me once, shame on you; fool me twice, shame on me" mindset so I barely spoke up about the poor overall service. Furniture ordered on October 23rd, situation complete on January 8th.
The furniture itself is really nice. Everyone loves it. The customer service and delivery are terrible. It's so disheartening because I'd order so much more and recommend this furniture to everyone I know if they could just do basic stuff like communicate status or set realistic expectations. If you have four months to wait for your piece and can be patient in dealing with awful delivery service, then you should definitely buy from Stem. "
"I worked with Laura on a couch and she was wonderful! Great advice, timely responses - I am excited to get the couch!!!"
"Laura was super helpful and welcoming. "
"Ordering process was amazing. Laura is the best. "
"Appreciate Laura’s excellent customer service. Flexible on customization requests. Quick to answer any questions I had and give recommendations. Really excited to be supporting a health conscious business and looking forward to receiving the new sectional and love seat! A+"
"Laura was helpful in answering all the questions I had. I was able to order the furniture before knowing that fabric I wanted in order to get the process moving along. I'm looking forward to picking fabric and enjoying non-toxic furniture. "
"User-friendly website, combined with great customer service has made for a seemless, comfortable, and gratifying purchase. Looking forward to the delivery our our new couch and ottoman!!"
"Just ordered, which was easy. Asked 2 questions over the weekend and was promptly answered today. "
"Such a great experience ordering from Laura. She was knowledgeable and was one of the main reasons we ordered from Stem. Can't wait to get our sectional!"
"So far I have received excellent customer service and communication through the website with Stem. This is my first time ordering with them and I look forward to seeing the final product once it arrives. I really like that they use quality materials and non toxic products, which is a priority in our household."
"Customer service was awesome! So friendly, helpful, flexible, and informative!
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"Laura was a pleasure to work with over the phone a couple days ago. She helped me better understand the options available with the couch I was purchasing, effectively answered all of my questions/offered suggestions, and made me feel comfortable with purchasing a piece of furniture with an online company--which I have never done prior since you cannot test the furniture beforehand. If the owner of this company hasn't done so yet, please give Laura a high five for excellent customer service. It's employees like this that make your company thrive and make customers (like me) want to come back and buy more down the road. Thanks again, Laura!
Will S.
Chicago, IL"
"Our rep Lauren was great!"
"Laura, the designer, answered all my questions, provided suggestions, and worked with me as I went through the customization options. I can't wait to receive our new couch, matching cushions, and storage ottoman!"
"Laura took care of all my needs, my many questions, gave me suggestions and sent out all the fabric samples I needed. She is professional, a good listener, I couldn't ask for more in a service rep. I have not received my sofa yet, but I am sure it will far surpass my expectations. "