Mitchell Gold + Bob Williams

Our recent buying experience with an Alex sleeper sofa was perfect from start to finish. We live in the middle of nowhere, far from a MG+BW retailer, and their designer Michael Erno was beyond helpful and responsive in the phone and mail process of model and fabric selection. Simply said, we’ve not run into the same level of customer service anywhere else in the last 10 years.
Our sofa is exactly what we needed and were hoping for, and the quality is stunning. It’s literally rock solid with no hint of squeaks, rattles or any other noises from either the sofa or mattress. We opted for the ³⁄₃ cushion configuration on the Alex and it was a very good decision: even the sofa is amazingly comfortable as a daybed.
About the only suggestion we can offer is to not make the same mistake we did, and rely on computer monitors to make fabric decisions for upholstered furniture. Our first choice was almost the exact opposite of what we thought we were ordering, based on the online photo of the color, and fortunately Michael talked us into waiting to get swatches before proceeding. It was a great call that saved lots of hassle for everyone. Either visit a showroom or spend the time to get fabric swatches by snail mail before selecting.
Highly recommend!

UPDATE: We had this rug cleaned –using professional cleaner and per the instructions– and may have to throw it out. When the entire rug got wet, the fabric stuck together and hardened. I tried vacuuming it to soften it back but more than 50% is still, well, I would say the best word to describe it is crusty.
Interestingly, the care instructions on the back side of the rug mention ‘how to care/​clean the wool rug’. This is not wool, it’s viscose (synthetic fabric).

Great store! And it was a pleasure working with Albie Andujar and Michael Erno. Excellent customer service.
My apartment looks amazing. They spent lots of time with me and helped me pick the perfect pieces.
Thank you! I will definitely buy more items from Mitchell Gold Beverly Hills.

Nice floor set up. Really liked the clean and modern layout. Most of pieces seemed very chic and cozy. They also could easily mix into different interior styles. They also carried some unique handcrafted items that can make great accent pieces for your home or office. Staff was very helpful and answered all our questions.

I only give this a rating of 3 because Albie in customer support saved the day. Without going into too much detail the problem was with my beautiful and pricey Layla Bed. The dust cover underneath, whether of poor quality or just plain «old», started to literally disintegrate and fall all over my nice MG&BW rug.
I had a real problem getting the attention this deserved — not to mention my frustration over this occurring with such an expensive and presumably high quality item! When Albie finally got involved he sent someone out to fix it right away. He then sent the rug cleaners soon thereafter to complete the job.
Thanks again, Albie! It’s because of you I might actually buy from MG&BW again. ;)
ps someone in MG&BW should seriously look into why something like this might happen.

Lousy Customers Care Service and they did not keep their word of what they said. I bought the Bar Cabinet. Sales person said it had in inventory in North Carolina and it took 4 weeks to receive it (not sure why it took so long to ship from NC to Los Angles since the item is already in the warehouse). After 4 weeks I received it, the Cabinet was damaged. I called and sent the picture to show the damage to the Sales Reps the same day I received it. Sales Reps told me that the Customer Care would call me to take care of it. I waited for one week and no one called. Then I called them and Customer Care guy name Albie sent me email said the Technician will call me to schedule come out to fix the damage.
I waited for another week the Technician called and schedule time to come out during the week I was out of town. They told me to call me back later. While waiting for the Technician call back, I called Albie from Customer Care and told him that I want him to replace me the new cabinet because I paid for a brand new cabinet not a damage cabinet. He told me that he would put in the replacement order unit right away and have it express ship to me in two weeks.
Two weeks later, Albie called me and asked me if the Technician come to fix my cabinet yet. I was surprised that why he asked me that question and I would expect the cabinet arrive soon based on our conversation two weeks ago. Albie did not remember at all our conversation two weeks ago. I reminded him all the conversation that we had two weeks ago; he finally remembered and told me that he would check the order. After that I called the Sales Reps. and asked him to check when the replacement cabinet ships. He told me that the cabinet has not yet leave the warehouse and it will ship in another week.
So it is telling me that some how Customer Care Service/​Albie did not place the replacement order for me. Now I don’t know when my order will arrive. So far I have the cabinet sat in my living room for 4 weeks and could not use it due to the damage. The total I have waited for this cabinet 8 weeks so far and possibly another 4 weeks until the new replacement order will arrive.
When I talked to the Sales Reps and he sounded like it is not his problem because it is now under Customer Care Service hand and he does not know what to do.
So far it is a nightmare for me to deal with people from this store. I would expect the Sales Reps escalate this matter to his manager to see if his manager can do of their mistake. I could not believe that I bought a piece of furniture that made in USA it took longer to receive it than buying a of piece furniture that is made in Asia. Please do not buy the furniture from this store again.
Also pay attention; this is the first time I saw the store that charged sales tax on shipping cost. Do not buy anything from them

I purchased a dining room set. The inventory availability was confirmed by the salesperson. I was charged 100% of the entire purchase on the day of sale with delivery estimated at 6 — 8 weeks out. Feeling confident that I made a confirmed purchase, I purchased a living room set to match the base pattern of the dining room table. I also had my dining room ceiling and walls painted, and had purchased sconces to all match my new color palette and design pattern. To my shock, 3 weeks after I made my purchase, my credit card was charged, and I upgraded the surrounding walls and lighting, I got a call that my table had been over-​sold and would no longer ever be available. When I asked for the name and contact information of a manager, I was blown off with a silent treatment.

The showroom is nice, and the furniture designs have a fun mid-​century motif, but the salesman I worked with was awful. He wasn’t familiar with their products. I was interested in a particular sofa /​fabric combination, but rather than taking down my info, the salesman asked me to email him. Three weeks, two emails, and a phone call later, and I still don’t have an estimate, or even a timeframe for an estimate. The sofa simply wasn’t worth the hassle, and in writing this, I hope that they will begin to take service more seriously.

This really is not a review for the store, but they were accomplices to the frustration, but more of the poor fulfillment of online orders. 4 weeks for a not –made to order –piece is ridiculous. They charge heavy enough prices to have many of the items they mark up from India etc, to hold a few in a US warehouse. These delivery times are as if they are on a container traveling from afar. Store salesman said they were «in the warehouse» so he thought it would be here much sooner (there lies the play). And if I cancel after 24 hours I have to pay a restocking fee, for something that hasn’t left the «warehouse». Just heard when it will be here– yep full 4 weeks. Crazy.

beautiful show room and charming staff! lots of fabric choices. furniture is chic and moderately priced.

Be aware of what they told you. I bought over $ 15 000 furniture in that store back in oct 25 3014,they told me 2 – 4 weeks to arrive. Finally, when I call them, they told me dining table need to wait until next feb 2015. Most ridiculous, they knew that all items has arrived, no one follow up, you need follow by yourself.

What lousy service. I saw a sectional online so I went to their Beverly Hills store late one afternoon. I did not see the item so when an associate came up to me to ask if I needed help I asked her about the sectional. We started to look online to find it and the phone rang. While she was helping me — without an excuse me or anything she just proceeded to answer the phone and have a three minute conversation while I was standing there dumbfounded. I decided to leave and then as I am walking out of the store she asks if I need help. I told her it was rude to just leave me standing there waiting while she answered the phone — she told me «she HAD to answer the phone» There were three or four other people that could have answered it — or she could have taken a message — but to just leave me when I was looking at an $ 8000 sectional shows me that my money is better spent elsewhere.

A great store, great selection and fabulous customer service. Daniella was terrific — she found the media center I wanted, ordering it was a breeze, it arrived on time and we love it. Better yet, I found the same item on their website a week later marked down $ 1,000 and they credited back to me the difference with no fuss and no muss. Compared to the nightmare experience with Pottery Barn delivery and customer service the shopping experience at MGBW was perfection. We are looking forward to our next visit and purchase. Strongly recommend.

Working with Michelle Crane is great, she works well with my new home buyers and the 10% off everything in the showroom helps.

I strolled into this store after visiting many local high end retailers for a sofa.
I was greeted by Alyssa… I explained to her my problems of getting my sofa into my apt and that I was NOT purchasing the sofa that day.
Alyssa was kind and patient. Gave me samples and told me she would call the next day with more info. I walked out pleased but skeptical… No sales person at a store has followed thru like that…
Low and behold… today (the next day as promised) I received a call from Allyson with all the info I needed to buy the sofa I want.
Thanks Mitchell Gold and Bob williams for hiring an associate with a high level of customer service!
I will buy my sofa from Alyssa!!! Thanks!

Great quality furniture and excellent service. We have a 12 year old sofa of theirs, and it still looks great. The store is a little small, so on-​site selection is limited, but they do offer a nice array of options.

Love Love Love This Store!!! Tisha and Michelle were a Delite, I had such a good Time. If you are looking for Beautiful hand crafted Furnature with a Mid Century Vibe you have to check this place out. I cant say enough good Things… Thanks For All The lovely Thing… Marty

I recently purchased a mid-​century /​modern house. I do not like the typical danish light look and discovered that Mitchell Gold + Bob Williams had some good designs (Fall Collection 2011).
There is a particular chair in their current collection /​catalogue ($ 1400) that I wanted to see and try in person before I bought it. When I drove to the Hollywood store the sales person nonchalantly told me that they don’t have it and that I should go to Orange County to look at it. Well, I don’t think so.
Two weeks later (the day I am writing this), I went back and still the chair is not there to look at.
I browsed the store and looked at the NADIA entertainment console ($ 1500). To my surprise I noticed that the veneer was bubbling on the top. At a closer look then I saw that all the veneer on the doors was lifted up in waves that you could actually compress with light pressure. Also, the doors were completely misaligned which inspired me to have a closer look at the hardware. The magnet mechanism, that didn’t meet up with the metal clip at the door, was plastic and of the cheapest quality.
This console changed my impression: I realized that MG+BW is not ok priced good furniture, but expensive okay-​quality furniture at best.
Just randomly looking at a few other pieces I found 2 more samples of poor craftsmanship/​quality:
— The Ryder rocking chair ($ 1620) comes with very poor quality leather and MG+BW will not customize the upholstery/​leather on this particular model chair,
— The BEAU 5 drawer tall chest ($ 2120) feels unstable and light when opening/​closing the drawers.
My suggestion is to have a really close look at the piece you are getting and make sure the warrantee is tight (meaning mostly long-​lasting)!
I would not expect their products to last long and considering this, prices are steep.

It is a painless shopping process. I saw a nightstand online, and I ordered it without stepping into their store. The night stand arrives in 2 weeks. The delivery charge is a bit pricy ($ 99). I love their speedy delivery!

UPDATE Nov — 07
After writing this review and giving Mitchell Gold 2 stars, I sent an e-​mail to Mr. Gold (yes…THE Mr. Gold) talking about my bad experience. To his credit, I received a response from him within hours that he would investigate and follow up. Shortly thereafter, I received a voicemail from the LA Store Manager apologizing for our experience and committing to set it right.
I was credited for the shipping, they offered to repair the paint chips on my walls, and they sent a replacement nightstand via FedEx that I received within a week of contacting them. They even went so far as to allow me to keep the first, damaged nightstand… which they said I could donate to charity should I not wish to keep it.
All in all, this was a satisfactory response to my earlier issues, and while I still think that Mitchell Gold + Bob Williams could do with some process improvement and some enhancement of their customer support infrastructure, I would no longer warn off prospective customers since their products are well designed and relatively well constructed.
I’d just recommend that you get shipping timeframes committed up front and insist on a phone number and e-​mail for someone you can contact on the date of receipt of your shipment, should there be a problem. Now, with great ceremony, I grant them back 1 more star. I would go for two more stars, but at their prices, I should never have had to deal with the problems I had in the first place…
— END UPDATE —
Don’t get me wrong… Mitchell Gold + Bob Williams design some fabulous furniture.
They have extraordinary design sense and the furniture appears to be solidly constructed, but while their furniture looks attractive and is well built, it is pricey, the service in store and via shipper is far below average, and there is no corporate number to call for help when a problem occurs.
My 2 cents? Go to Room & Board. They have similar designs and quality at lower prices and with VASTLY superior service… particularly when there’s a problem.
By the numbers:
1. You have to pay 100% of the order up front for build-​to-​order furniture even if they don’t build and deliver for many months
2. They took an inconceivable 4.5 months to deliver a bed and 2 nightstands… with no update phone calls or e-​mails along the way
3. The staff in the store was and is not particularly helpful or customer-​centric — either while you’re there or on the phone
4. Unlike Room & Board, it’s not their own delivery service, so the delivery people took no responsibility for problems
5. Unlike Room & Board or Pottery Barn, their shipper doesn’t set up the pieces for you in-​house
6. One of the three pieces (for which we waited 4.5 months) came damaged
7. The bed frame was designed as one large and unwieldy assembly and was so large that the shippers chipped up my wall paint to get it in the bedroom
8. The delivery form that the shipper left showed that delivery was supposed to be between ⁹⁄₁₁ and 9/27…it showed up ¹⁰⁄₅
9. Look on their website… not a single phone number to call to order or if you have a problem
10. MG+BW clearly cares about its employees and about the environment… they just don’t seem to care about customers
DAMN! I had hoped to stop at 10, but here’s 2 more for good measure.
11. The bed came as a headboard and base in 2 parts. There is clearly some mechanism for attaching them, but they came with no additional parts and no instructions for either assembly or fabric care)(again, like you would get from PB, R&B, or C&B). It wasn’t obvious how it might be assembled, but after a frustrating half hour of looking at it, finally figured it out.
12. The delivery came with no packing list indicating all of the items included, so I didn’t even know if the order was complete…
Net net?
Save yourself the money, time, and most of all, the trauma.
** PASS on MITCHELL GOLD **
(unless you enjoy spending big bucks for bad service and poor treatment)