Cisco Home

A tough review in some important ways. Really like their furniture designs, their more sustainable approach, their made in CA philosophy and their story. Their salespeople were friendly and assuring at first though the reviews regarding the delivery experience were/are less than glowing.

Our ongoing, now almost humorously ridiculous experience concerns ordering a pricey custom sofa we're still waiting for after 9 months.

This is the "short story". The original salesperson placed our sofa order to their Factory with a discrepancy in the instructions. The Factory could have, should have questioned it but apparently decided not to do so. I have a string of emails confirming the details and my kindly asking the rep to please place the order correctly. She assured me in emails that the order was indeed placed correctly. It wasn't, and the Factory didn't clarify the discrepancy. That was mid Feb of '17. I was then directed by Brett, the PA store manager, via email, to get with a person in their SF office regarding the amount owed and checking order status. That person, though helpful, didn't know a thing about our order and so there was an issue regarding just how much was owed for the sofa and lighting. The original rep had left. She'd disappeared without letting us know that she'd left town or who would continue to assist us after having just placed the +$6,000 order with her. The cost details were worked out and we hoped that the estimated 3 month wait for the sofa would be shorter. The bumper sofa was delivered mid May. It was made in reverse of the specifications. The driver, whose delivery was a day late than promised bc his truck had broken down somewhere near Fresno, assured me that Cisco would do the right thing and left the sofa with us, which we still have as of Nov 7, '17. Brett, the ever-cool store manager, took over after I called him about the issue and assured me that things would be worked out soon. At first, he was very responsive but as the weeks and month passed, I would have to call him. I never got the feeling he really cared about the trouble and run-around his company was giving us.

For about a month, I was assuming that the replacement sofa was being made. Nope. I ha to call Brett only to be told that the Factory was waiting for the fabric. Long story short, the costly fabric we'd chosen wasn't custom. It's just another swatch in their store room swatches but the Factory has yet to be able to get anywhere close to recreating it. It's been a week shy of 6 months since the wrong sofa - with the right fabric color(!) - and their third fabric dye attempt (again, it's not a custom color or linen) and we've heard nothing from them as to whether we'll ever see the correct sofa with the (reasonbly) correct fabric.

A couple of months ago, I got tired - actually mad - at hearing coolly expressed excuses from Brett. I'd been patient and optimistic (as upbeat as one could be, given the circumstances) for several months. It was when he told me that it would likely be the end of November for the sofa to be delivered. I tried to get some attention from the Factory. I wanted the president and founder to know what a run-around we were getting from his organization. I settled for a new Customer Service Manager, Mary Kate, who listened and agreed that our situation was not what the company wanted its well-paying customers to experience. She, at least, expressed some empathy for our building frustration. But, as with all reps prior, she too, has stopped returning emails promptly.

Several months ago, we just decided to let it go and just wait for the correct sofa to be delivered. We're still waiting but try not to think about it as such a frustration; just a humorously ridiculous life situation.

I've also kindly requested some sort of discount for our troubles several times but it as not been offered or approved as yet.

Beautiful furniture. Nightmare business people.
I wanted to order a matching sofa. So I had to custom order. Natalie started to girder and it took her weeks to even place it. I was billed extra to expedit it within four weeks- basic sofa Radley with a fabric they had in stock. Today marks seven weeks since order was placed. I was supposed to have delivery today and they lost the couch in LA. No one will call me back.

Take my advice, order from another company. There's plenty of reasons why Restoration Hardware is so successful and most people have never heard of Cisco home. Plus Cisco cost more even then Restoration Hardware. Must note- I am also paying for shipping which hasn't happened.

Short story: I would not place a custom order here again.

Long story: We walked in on a whim and saw the perfect table: beautiful slab with sturdy metal legs. Unfortunately, it was the wrong size. But the sales guy, Gary, told us we could get a custom sized one. That never came to be. While Gary told us it would be 7 weeks from payment to delivery, and we paid in late November 2014, we didn't see a table until the end of March 2015 (4 months!). During that time as I recall the store never initiated contact with us to update us on the delays; as I recall it was always us emailing or calling to ask what's going on. When the table did arrive, it wasn't what we had ordered. It had spindly metal legs that were utterly inadequate for such a heavy slab top. We refused delivery and the delivery guys took it back. The manager at the Cisco Home store, Brett, refunded us what we'd paid. The refund was the only prompt part of the affair.

What I saw in the store was nice, and priced as you'd expect nice things in Palo Alto to be priced (not cheap). So maybe buying something they already have in stock would have turned out better.

I bought two custom chairs from this store. I was initially told it would take 4-6 weeks for the chairs to arrive. It ended up taking 19 weeks and having to call in and ask about the chairs every know and then.

When the leather chairs finally arrived. The leather seat had a big scratch and the metal framing of the chair had a couple scratches. I took pictures and emailed the sales agent who helped me out. I didn't wait 19 weeks to have some damage on custom furniture. The sales agent, Jeffrey, who sold me these two chairs scheduled to come out and see the two chairs. I canceled some of my weekend plans for him to come and check it out. He canceled on me last minute. He apologized and told me he would get the frames remade and a new leather chair. This was told to me in July 2016.

In August, he sent me a message, letting me know the factory is remaking the chairs and to send the damaged pictures so he can send it to the factory. I sent him the pictures. Months go by and I message Jeffrey in December asking him what happened!? He let me know he will email the factory. No response from him.

Finally, in January, I called Jeffrey to get an update and he told me he doesn't know what is wrong with the chairs and the factory never made new ones. He also wanted to come by and see the damage. At that point I was so frustrated at the situation that I decided to just deal with my damaged chairs.

I have been mislead from the beginning. The chairs are nice and Jeffrey did help me pick out colors that compliment our existing furniture. But I have been very frustrated with poor communication. I shouldn't have to wait 19 weeks to have damaged chairs and have to waste all my time contacting the store to fix their problem.

I will not recommend anyone ordering custom furniture from this store.

I happened upon this store while doing some window shopping. I'm in love with a couch. While I didn't order any furniture, I will be back to work with Hector. He was helpful, friendly, and knowledgeable about the products offered. He even gave me treats for my dog! Awesome.

Placed my order on 7/24/18. They told me my sofa will definitely be delivered before October 1st. Then it got delayed because they did not place order for the fabric I chose. Lorinda is nice enough to upgrade my fabric choice for free and promised me to have it delivered by end of October. I checked with Lorinda about the status of my sofa about every other weeks since All the reviews we read from Yelp are horrible. Bit Lorinda seemed so sincere and I really want to give her a chance. Well, She let me down again! The delivery is postponed again. Lorinda promised me to get back to me about compensating the delay I experienced. But she never called back! I am running out of patience and plan to call my credit card company and decline their charge since they did not deliver what they promised to do! It doesn't matter how good your sofa are made. Your operation sucks! And you really made your customers angry! I would not recommend this business to anyone! I regretted I was too nice to give them a second chance! Should have ordered my sofa from somewhere else

Their prices are ridiculously high for the quality of furniture they carry. Nice designs but way too expensive for what you get.

Found the staff to be totally unprofessional. The staff could not be bother to actually get up to greet my husband and I. I am not surprised by the other reviews. I won't be coming back.

DO NOT DO BUSINESS with this establishment. Like yourself, I pre-read the reviews and noted many complaints related specifically to service and delivery. Unfortunately, I ignored the well articulated cautionary tales and purchased a $7000 slipcovered sofa from C.B. The first outrage was the inept and inappropriate salesperson. Besides talking about high profile clients and discussing details of their Pac Heights mansions, she also disclosed personal intimate information. Appalling. In addition she had limited product knowledge and by her own admission was unable to do the math. Therefore, she asked my partner to take the information home, sketch out the specs and then she would place the order. The next big problem was her informing me that if I switched from my original fabric choice I'd have a more expedient delivery date. So, bedgrudingly I did and surprise....this later proved to be a falsehood which led to a big argument with the next salesperson they passed me along to. Salesman #2 attempted to push my delivery date by one month. After much hassle and lack of follow up by sales people, I FINALLY received my sofa and it was WRONGLY constructed by the factory! Even though Cisco confirmed the error had been theirs, they opted to make me mediate with their lawyer. What kind of message does this send to a WRONGED customer? During a couple phone calls the male lawyer literally yelled and made threatening comments. Even though he had informed me that "the bucked stopped with him" and "that there was nobody else I could talk to", I felt so bullied that I reached out to Cisco's HR person in Los Angeles. While she was cordial, and seemingly caring, my impression is that she was powerless to stand up to the upper management. Then the topper of Cisco's rotten slash abusive treatment, was the 3.5 months of over 30 emails/phone calls to get them to pick up the sofa with the agreement for a full refund. Even after taking the sofa, it took them an additional month to send my refund. This was truly the WORST retail experience I have ever had. I do not understand how they can continue to stay in business when they treat customers they way they treated me. I would consider Room and Board, Arthaus, Design Within Reach, or Blu Dot for similar price point/quality but with better service.

We ordered some furniture from Cisco Home last year because we were looking for furniture free from flame retardants and their Inside Green products fit the bill. I hate to spend a lot of money on furniture, but after researching what we wanted we decided that we'd have to be willing to spend more than normal to get furniture without the yucky chemicals.

Pros:

The sales lady/designer was really nice. It was fun working with her and she was detailed and helpful. Unfortunately, she no longer works there. When our furniture was ready to deliver we found this out. I think this may have been the reason for some minor communication issues. The other two employees (owners?) I spoke with at different times were also nice.

They have many classy designs to choose from and many fabrics to choose from. I like how each piece can be customized.

The delivery service they use is great. They were careful with my furniture and were courteous.

The furniture was finished within the time frame they promised. I appreciate when a company keeps it's word.

The furniture looks nice and the fabric is of good quality. The seams are also holding up well to wear. I think this furniture will be durable, which is a HUGE plus considering the price. They've done an excellent job in this regard.

Cons:

Price. This is expensive furniture.

Quality. I don't mean to insinuate that this furniture is low quality - it isn't. That said, my couch and the throw pillow we ordered are constantly leaking feathers. I'm extremely disappointed with this. I ordered my furniture "inside green" which means it is made with all natural materials, but you simply cannot charge someone what I paid for this furniture (and we paid more for "inside green") and then give them a product that is constantly leaking feathers. Being poked by feather tips every time one sits down is less than ideal. The fabric used to contain the inside of each pillow (the outside is slipcovered) probably needs to be doubled or a better quality fabric needs to be used. I don't recall the floor model "inside green" couches they had having this problem, but it's been a while and I might not be remembering correctly. The designer also requested that the seat cushion for our couch be overfilled (or so I thought) so that it wouldn't sag as much over time, and it doesn't seem that this was done.

Communication Issues. I was under the impression that my entire couch would be slipcovered. When it arrived - only the pillows and cushions were slipcovered. I didn't take issue with it because honestly I liked that I could see the legs of my couch better than expected. It looks nice. However, I'm sure that if the arms of the couch ever get marked up I'll feel differently.

Detergent. The "green" detergent that they use to wash the fabrics for their inside green furniture doesn't get a very good rating from the Environmental Working Group. I'd love to see them switch over to a healthier detergent.

I want to add that I did NOT contact the company regarding these issues. Why? Because I certainly didn't want to refuse delivery of the furniture I'd waited three months for. Even if they had offered to replace the furniture, would I have wanted to wait another three months for new furniture? No. In general I'm satisfied with the furniture. It's nice to know that there aren't harmful flame retardants on our furniture and it looks nice. I think the company can improve by working on the issues I mentioned above. There are very few companies to choose from when it comes to high quality furniture that doesn't contain flame retardants. I'm glad Cisco Home is filling this niche and I hope they continue to do so.

**Update**
Now that we have had this furniture for a length of time, I've changed my review from 3 stars to 2. The furniture has simply not held up well. Holes have appeared in the fabric at the front edge of the seat cushion and the entire couch continues to leak feathers and sag everywhere. It's by far the most uncomfortable furniture I've owned, and I'll be replacing it soon. I'd really love to see companies like this succeed, but they'll need to make some changes in order to be competitive. Couches and other upholstered furniture are now available from many stores without flame retardants, so I'll be looking to other stores for my future purchases.