We really enjoyed the experience of shopping online. We used the live chat and phone call with the sales rep to select products. Very good experience. We also enjoyed watching the images of the products as they were built, finished and packaged. There were images loaded into our portal at one point that were two different images of the same product, so we weren’t sure which one was ours, but that was corrected. During the building process, emails that we sent with questions were answered promptly. When we ordered the furniture in November, we were told to expect delivery around the third week of February. In March we inquired about delivery and were told we could expect it early April. The order didn’t arrive until the third week of April. This was not a huge problem, and we know with the COVID-19 crisis, many things have been delayed, but communication in the portal on expected completion date and arrival date, even if it ends up changing would be helpful. I was happy to receive the survey in January or so about preparing for the white glove service. This gave confidence in the delivery process. However, it seemed that selection and booking of a delivery service was not initiated until about a week or so after the products reached the US and had sat in New Jersey waiting for pickup. Then the white glove service selection wasn’t booked until the delivery arrived at its closest destination. This seemed to delay the delivery as the products waited in New Jersey for the delivery to be arranged and waited again in Cadillac Michigan until a company was found and then waited at the white glove company until they could fit in their schedule. That being said, I realize everything is hard right now. The dining table arrived with damage from the shipping process. Flow of communication upon delivery and in the process of resolving the damage was a little confusing ( part of that was my missing an email). You promptly worked with us to arrange a replacement, which is in process. I really like the concept of your business model and we enjoyed the experience. We also love the furniture! I was nervous to by so many pieces with the finish that we chose. I loved the look on your website but didn’t know if it would look too busy in our house. But I love it! Thank you.

We were happy with selection and that lots of samples of the wood and stain were sent. That helped us to decide two major components. Unfortunately the chair edges are so severe that we aren't very comfortable sitting in them for long and are getting bruised in some cases. If the brace in front were a little higher we could rest our feet on that and our legs wouldn't dangle as much on the front edge, or if they were rounded instead of a 90° edge. Also we see a fine crack or split in the table on one edge of the top about 4 inches long and there is an obvious split down the entire table top that you can see and feel in the middle of the grain of one plank. My concern over time is will either of those cracks/splits dry out and truly crack the table top? Right now everything looks ok, but I am afraid of it splitting for good. Do you have any Representatives who could check it out so you can know what I am saying? Also, how do we keep it clean and new looking? We know what not to do, but how do we keep the table from drying out? I'm attaching pictures. The two with light bulb shadows are of the dark thin line that runs the length of the table and the last two are the 4 inch crack that is in the table edge and runs 4 inches into the top. It is harder to see but definitely there to the touch. Lastly, just so you know, there is a one half inch or so place in the top that did not get covered in stain so there's a tiny gauge-like spot as well.

From beginning to end, this experience exceeded our expectations. I found great value receiving the status updates with pictures and a view of the holistic process. Adam was extremely responsive and helpful with the delivery and white glove service, going out of his way to ensure we had someone here during the delivery window. Even though XPO arrived late, Earl and his peer were friendly, patient, and fun to hang out with while we waited, especially knowing it was a Friday. And when it finally arrived, we were impressed with the amount of packaging in place to protect the furniture. And the quality of the furniture is the best we’ve seen. The craftsmanship reinforces the high end, premium look we were seeking. Drawers slide in and out smoothly. And the white glove service was definitely worth it! Adam and Earl deserve to be recognized for creating a positive customer experience which is one of the many reasons we’ll buy from Sierra Concepts again. I also recognize the number of people behind the scenes working to make this a smooth and seamless experience and they deserve a big thank you too!

Let's start with the only downside. When we ordered we thought that the furniture was coming from California only to find out that it would be made in India and need to go through customs, etc. before coming to us. This is not a huge issue, but it would be nice if people understood that it was not being made in the US. Aside from that, the customer service is wonderful, we were contacted whenever we needed to be. Before being made, the sketches were sent to be sure of size, etc. We were informed of transit, the freight company was contacted, the white-glove service to do unpacking and setup were ready when the delivery came. Both the freight delivery person and the setup people were very good and congenial. The table and chairs are beautiful, study, heavy, and will last for years to come. Thank you, Sierra for a wonderful product at a reasonable price and for you kindness throughout the process. It took a while, but was worth it!!!

We were highly impressed with the updates on our order. As the company completed tasks they would send you an email with your portal to see what is happening. They send you photos as each item is as they get finished. This is both in the unfinished (unstained) form and in the finished (stained) form. They keep you informed every step of the way which was very cool. These updates made the time fly right by. If there were any issues, they resolved them in a timely manner and made things right. The quality of the furniture is simply amazing. Exceptional craftsmanship. They listen to your needs and try their best to get you what you want. We would definitely use them again and we would highly recommend them to anyone searching for high quality furniture at a price you can afford. It was a pleasure doing business with them.