“Hi Char, Jill and I wanted to let you know how impressed we were with the service we received from Penny Mustard and especially from you, Being from the UK I am not used to that level of help and advice, more along the lines of "there it is take it or leave it", the fact that we could mix and match and it was all built the way we wanted was just unbelievable. Everything was delivered as promised, undamaged and just the way we ordered it. A word of thanks must go to Dex and Paul who spent nearly 3 hours bringing the furniture into the house. We have a tight staircase and not only did they get the bedroom furniture up there and assembled, there wasn't even a mark on any of the walls or ceilings.
If any of your future customers want a recommendation regarding the quality of the service, the products or the delivery staff send them my way! We look forward to continuing our new relationship with an excellent company and yourself when looking for new furniture.”
Regards, Dave and JillP.S. Get that bike running and we'll all have to go for a ride!
“Char, the bed is absolutely STUNNING. I was so worried something would not fit as we usually have bad luck. The guys installing the bed were 100% professional and nice. They didn't even mind my 6 year old daughter talking their ear off. The bed fits amazingly perfect! The quality is impeccable, truly a piece of art that can be handed down throughout generations. I'm not sure if you can tell from the pictures but all our wood trim around the windows etc match the bed perfectly! My wife tried the bed out and she said the height of the mattress is PERFECT---not too high, not too low--she is able to get on and off the bed with no problems. Buying this bed was a HUGE investment for us and one that took time and planning but it all paid off. I feel good making a purchase knowing that we supporting small craftsmen right here in America. I have to say that I'm absolutely amazed that I could make such a large purchase online, without stepping foot in the store and actually have everything go so smoothly. The customer service has been well above average, including assembling the bed and taking pictures for us so we could see the bed before it arrived. Thank you so much Char for working with us. We will definitely purchase from you again.”
Rob and Tara
“I want you to know just how helpful you were in setting up the surprise for Jamie. She came home from work as usual and went up stairs to get ready before we went out for her birthday dinner. She saw her new bedroom set and started to cry. She was sooooooooooooooo happy. It was a wonderful feeling for me to see her so excited.
I called Jackie just as you told me to. She was great in scheduling the delivery in the morning to give me time to get the old bedroom set out and the new bedroom set all ready for Jamie.
You were a tremendous help and you made our experience with [Penny Mustard], PERFECT!!”
p.s. Did I mention the quality. Holy crap you guys make great stuff. I will tell everyone.
Thank you again! Dan Williamson
“The salesperson who originally helped me was Derek at your Hoffman Estates store. He was patient, courteous, and very helpful. When I called your "800" number to find out the status of my order, the woman called me back promptly and was very courteous as well. The furniture was delivered in the time period that I was quoted and was delivered by two young men that were polite and knew what they were doing. The furniture is the correct style, stain, and hardware that I chose. It is absolutely beautiful! I love it! My Father was a carpenter, I know a bit about good quality and workmanship and your furniture is excellent!
Whatever your philosophy is, keep it up. Your staff provides wonderful service and your furniture is beautiful!”
Sincerely, Judy Rycombel
“The two young men were just wonderful, as I expected, and went out of their way to accommodate the fact that I do not live at the delivery address as of yet and needed time to get there. They also went „beyond the call„ in making certain that the bed was placed exactly where I wanted when they were done so I would not have to deal with moving it myself. All of this is an excellent reflection on the company and no less than the treatment I have come to expect from you and [Penny Mustard]. There is absolutely no question that hiring your own delivery people puts you in a category above most companies who contract out for delivery.
The headboard looks wonderful – I knew this would be the case as I have the same identical one now – I will know better how the entire room looks when I actually get moved. Also, I will get to the decision on the bed for my 2nd room eventually.”
Sandra Baskin
“We are writing this letter because we feel it is very important for you to recognize and thank our salesperson Mel for doing an outstanding job.
Mel did an outstanding job on explaining a bit about the furniture we selected. He explained the options available to us as far as the wood types, finishes, mirror choices, and the quality of the workmanship. He displayed patience as well as a sense of humor. He is an asset to your company!”
Sincerely, Jerry & Judy Perona
“Last Thursday, January 6th, my new bedroom furniture was delivered. I have never been more satisfied with a company. We purchased our furniture at the Lombard, IL location and we worked with Mary. Mary was the most pleasant sales consultant and very knowledgeable about your products. Her extra attention to details, her thank you note, her Christmas card, and her wonderful personality made our shopping experience positive. Since we were making such a large expenditure of furniture that will last forever, we did lots of shopping and research.
We couldn’t be happier that we bought our furniture from [Penny Mustard]. The delivery guys were wonderful. They took every effort to protect my new furniture and respect my home. They even shoveled my front sidewalk on a very snowy day to minimize the amount of tracking into my home. Janelle at the delivery center was so pleasant and the gentleman that called to confirm our delivery was very professional. They all represent your company very well.
Thank you again, what a class act organization to shop with.”
Mary Lou Sender
“Gentleman, my name is Michael Maybach and I am a furniture repair technician in the Chicago-land area. My email is a bit unusual as I am writing to both of you to express what a pleasure I have had to work on one of your pieces recently.
I had a customer or yours in Chicago that had a moving claim. The movers moved the customers’ bedroom set which consisted of pieces from your Chardonnay collection done in a black finish with the edges rubbed to expose the wood underneath (maple I believe). The movers had gouged the top rail of the foot-board and also had scraped one of the side rails. I was the person that went out to do the repair.
Gentlemen, I have repaired furniture for various retailers around Chicago and Milwaukee, from low to high end. I have repaired various pieces done in a similar black finish. Every time I have had to repair a piece finished this way the black was sanded through while using fine grit sandpaper because the finish itself is very thin. Imagine my surprise and pleasure as I sanded quite a bit on the repairs for the Chardonnay and did not sand through the black to the bare wood. Most times the repairs on this type of finish are such a pain because of the finish being so thin the repair ends up going from a small repair to a larger one. I did not break through the black, and actually I do not think I sanded through the clear-coat either.
It was such a surprise to see a quality finish on some fine furniture for a change.
I have often heard about your company from customers that I have serviced through the years and I must say I never have heard anything negative. On a whim I had a service cancellation one afternoon and I stopped at your Downers Grove location to see the furniture for myself (this was several months back and you were still operating as PM Bedroom Gallery). I was greeted promptly at the store by Cathy Segraves. I explained to her that I repair furniture for various retailers and I am often asked about different stores and their quality so I wanted to come in and see Penny Mustards' merchandise for myself. Cathy was gracious enough to spend over an hour with me, answering any question that I had with authority and knowledge that is quite refreshing. Not once did she say she didn't know or would have to check with a manager or anything along those lines.
As a small business owner I like to be informed and be able to speak with some authority when a customer asks who I feel has the best furniture in the area. Usually this is when I am inspecting something from another retailer and the customer is lamenting about the terrible quality and ridiculous price. Without hesitation I recommend that the customer stop by Penny Mustard. I explain to them the quality that I have experienced with regards to build, and now I am able to tell the customer that I am impressed with the finishes as well. You gentlemen may want to stress the finishes in an upcoming commercial (the elephant one is a good one too). Not only is the new furniture from many of your competitors being made out of softer woods but the customer doesn't realize that the new dining or kitchen table they just received may only have 1-2 coats of finish and that is all that is protecting the wood. The customer is doubly impressed with my recommendation when I tell them that I am not affiliated with Penny Mustard in any way. I simply tell them that I was trained to repair furniture the proper way, and I have grown tired over the years of seeing the degradation of today’s furniture and finishes, especially at the price points today’s furniture is being sold at. I explain that I would not want to be taken advantage of and I don't want a customer to be taken advantage of as well, and I remain an independent contractor to this day so I can offer a client an honest assessment of furniture retailers and manufacturers.
Thank you for reading this and I wish you both much success in the future. I will continue to recommend Penny Mustard to everyone I come across in my repair travels.”
Sincerely, Michael Maybach
Renaissance Furniture Services, L.L.C.
