Mitchell Gold + Bob Williams

I will not spend my money here.
It is Wednesday afternoon at 3:25 and the store is empty except for one woman behind the counter helping a customer. No «hello, how are you» or «I’ll be with you in a moment» after 10 minutes of being in the store (just near the register). I finally just walked out because I had to be somewhere. Fast forward thirty minutes later. I walk in again and this time, there is NO ONE in the store except for an older female and a male sales person behind the counter. Again, no hellos. I finally just put my face right up to the counter in front of the female clerk to say hello and she just looked at me. I told her I am interested in buying one of the shimmer rugs and wonder if she has a sample I can hold up to my new sofa. In a really curt tone, she replies «we only offer samples you pay for and we charge $ 75.» When I tell her I only live two blocks away and I just want to make sure it matches, she tells me again the cost and that people never bring them back. Well, use your brain. I am practically your neighbor and DWR has offered to bring a piece TO ME before to ensure it worked in one of my rooms. It might be wise to consider the situation before rattling off a very condescending retort.
First of all, paying $ 75 is ridiculous when I can get a sample somewhere else and bring it back. The rug I want is almost $ 3,000, so I think it might be in the best interest of the store to take into consideration the surrounding business they are so quickly turning away over $ 75. (Note: A few people messaged me saying the store would most likely refund the $ 75. I do get that as I have purchased a lot of furniture, but the sales rep said, «samples are only available for purchase» and did not say anything more than that).
But that isn’t even the reason I will not be returning. It is because no one could look up to even greet me or ask me what I need. You just saw me in the store and now I am back. Usually that means the person wants to BUY something. I appreciate not hounding people (and I see that is a good thing about your store). I understand if I am browsing, this may be a good tactic. However, I was clearly in need of help. Hopefully, the owners (who are very talented) will listen to their neighborhood and take note.
Really a shame because I wanted to buy that particular rug and one of the bar cabinets I’ve seen in a recent catalog. Because of the terrible service and apathetic approach as to how to conduct business with locals, I will sadly keep looking.

The customer service when you are in the store is amazing. They are super helpful, not pushy, and take care of all the details.
However, their delivery service and communication thereafter is poor, at best. They quoted me 3 – 4 weeks for delivery. At the end of week 5 I called to see where my delivery was. The customer service rep informed me that it was on backorder due to a quality issue. I was told they would call me back to let me know when to expect it, but never received that call. I followed up again and after a week was finally given a new window of time and they agreed to split up my delivery (per my request) to get my furniture early.
When the first order finally arrived, they men brought the furniture in with zero protection on it. The side of my dresser now has a scratch on it. With all the hassle just to get it, I let it go but regret that now.
The second order then came less than a week later when I was told it would’t come for another month. If I would’ve known that it would come so fast, I wouldn’t have split the orders up.
Oh and their delivery service only offers delivery to Chicago 2 days a week — no weekends. What??? How does a fairly pricey furniture store have such awful follow-​through and limited delivery windows.
While I absolutely love the style and design for my new bedroom furniture, I am not sure I would order from Mitchell Gold and Bob Williams again frankly due to the customer service and delivery issues.

I could not be more happy or excited about my entire living room full of furniture from MG+BW! It came timely (they did call and tell me one piece would be delayed but it ended up coming in on time) and the delivery was a piece of cake. Their designs and fabric are so much more stylish and up to date than Crate and Barrel and Pottery Barn, yet the prices are very reasonable. Jason, one of their designer/​sales people, worked with me and helped me pick out some fabulous pieces! Highly recommended! And it’s made in the US. You should visit their website and watch the 25^th anniversary video. I was very impressed with the company because they appear to treat their employees well (especially the ones actually making the furniture)!

Newly married and having gotten rid of all of our old furniture during a recent move, my wife and I had been trying to decide on a couch. We checked out all of the major stores (C&B, West Elm, Restoration HW, DWR — Design within whose reach exactly?, etc.) and ended up stumbling upon this place. From the start, Jason was incredibly nice and helpful. After spending a good hour with us, we decided on a couch that was both sleek and modern, while being very comfortable. There are a ton of choices, and while the furniture is pricey, it has a lifetime warrantee and is built in NC.
About a month after purchasing, we noticed they were having a 20% off sale. They will refund a price difference if the price goes down within 3 weeks of purchase, but we called a month after. Still, they made an exception and refunded us 20%!!
They said it would take 8 weeks, ended up taking 5. Delivery scheduling was a breeze and the delivery folks were very nice and careful. They offered to help us move furniture around as well as the newly delivered couch.
As far as the couch itself, we’ve only had it a few days but we love it. The material and finishings are all high quality and we know it’ll last. We really couldn’t be happier with the customer service and product!
Bottom line, with MG+BW, you get what you pay for and then some.

Not sure how to rate them, but stretching for 2 stars here, VERY excited about the product and the sale prices were great. Our sales person Ed was fabulous in the store and despite floor sample sale he arranged (or so we thought) for the store to hold the furniture for delivery early September. Next call was from shipping service saying we had to take immediate delivery, explained the situation and they presumably worked it out… except here we are and now we cannot get delivery. Sales person does not want to help, despite the fact that he was our «best friend» during the sale, and no one else is inclined to assist. Not impressed with the Customer Service at all.

The very next day that I wrote the review, I got a call from the manager, my sales associate and also the last associate I spoke to at MGBW. Each reported that my sectional was in Chicago and that the delivery service would be contacting me shortly. The delivery service did call and scheduled a time to come early the next week. I was given a window of a few hours and the delivery team came early, did a great job of setting the sectional up and left everything as clean/​orderly as when they first entered.

Bad reviews on delivery is true. Unfortunately, it just happened to me. They promised, did not come, operator was horrible. They said delivery was delayed due to earthquake:(
I’m very happy with my sofa:)

The customer service is excellent they know how to attend to you, they are not on top of you but they don’t neglect the customers. The furniture is displayed in an aesthetically pleasing way for the customer. The showroom is quiet, light, and a pleasurable place to be able to look for furniture. The furniture is a very relaxed design, it is very clean and comfortable, the designs are classic in a modern way. They have many interesting fabrics options for upholstered furniture. Pricing is on the higher end of affordable to a little. pricey, but they do have a large sale twice a year and specials. There is elevated attached parking.

We dropped by to see if they had any counter height swivel adjustable back comfortable upholstered stools for use in our newly remodeled kitchen.
They did not have what we were looking for, but promptly, politely, and professionally dealt with our query quickly when we entered the store!
I’m very impressed with quality of the merchandise displayed, awed at the prices, but most impressed with the customer service!

As a designer I can say their furniture is super comfortable and very reasonable in terms of cost, compared to custom goods at the mart. You save thousands at Mitchell Gold. I only wish they had a wider variety of everything and more!
Excellent service, excellent deliveries and they are always on time UNLESS a fabric you chose is out of stock or on backorder. Keep in mind the fabrics are not made by their company but by others and they are dependent on those goods to make the frames.
They plan to expand to Oakbrook which will be awesome for the western suburbs because they have too few choices out there.
As an interior designer I give them 5 stars all the way for their upholstery. I’m not a huge fan of their hard case goods-​but they are also priced okay so I give them 3.5 stars.
Their pillows are also excellent quality!

Review About Delivery Only:
The furniture here is great. Quality products, great design, and interesting fabric options. The sales people are also very helpful and low pressure. We purchased a sectional here and are happy with it so far.
I can still only give them 1 star though. Their delivery service has been a nightmare to work with. The sales people promised they could deliver to our condo building but the delivery people refused to do it. The delivery people then dropped the sectional off in our building basement on a day they were NOT scheduled to deliver it and then left. We eventually found a company to get the sectional into our unit but it took a couple of weeks to get it out of the building’s basement.
The delivery people also forgot to give us the connector piece. When we asked for it, they blamed us for losing it rather than admit that maybe they did something wrong. We then had to reschedule another delivery to get the connector and asked for a morning delivery. Of course the day before they said they couldn’t make the morning delivery and would be there in the afternoon despite the fact that I wouldn’t be home then.
I can live with mistakes but they were so rude and condescending the entire time that I couldn’t ignore it. From the delivery manager, to the delivery schedule person, to the delivery guys… not once did I feel like I was working with the same company where I bought the sectional.
Despite being a high end store, their delivery service is about as bad as it gets. Maybe I’ll shop at MGBW again, but not without a lot of searching for alternate options first.

Quick notes on furniture shopping:
I had seen a sofa in Bloomingdale’s from MG+BW and I wanted to see it in their showroom. It didn’t speak to me second time around but some of the other pieces looked comfortable and evergreen in style. I was surprised that the prices while high, were not «designer» high.

MG+BW is a little higher end and feels a tad more updated than C&B and R&B. Most of the furniture in my house was from C&B and R&B. When it was time to update a few pieces I was happy to find Mitchell Gold opened a store in Chicago. My main concern was picking durable fabrics that would withstand kids and a dog. I dealt with several sales people and they were all very helpful as I tried to make the right fabric/​color decisions. We pulled lots of swatches and color combos. I took home swatches and measured carefully. They do offer in home design services if you spend over a certain amount — an in house designer will come out and help you put your room together. I didn’t feel the need as I had a clear concept of what I was looking for — they also offer a discount if you are working with a interior designer but the designer needs to place the order. They also have seasonal promotions on items so you may want to wait until one pops up.
I ordered custom pieces with a 6 – 8 week time frame for delivery. Right around 6 weeks my order was ready. The delivery crew was careful and competent. No complaints. There is a warranty on the fabrics for normal wear and tear — Every piece came with a warranty card with specific instructions on how to care for the furniture and what to do if something goes wrong. I’m not sure why people are complaining about the quality — they will fix or replace if something is not right — if you are abusing your furniture I’m sure that is a whole other issue. We’ve been happy with the quality and durability so far. If you like modern furniture I highly recommend.

Review About Service Delivery Only.
So I bought a couple sofas and a rug from this place on April…
We are August now and still no delivery call, no sofas. I’ve been calling to see the status and I was told this would be ready by July, then July to August then I just made a call a few minutes ago, I’m told these will ship in two more weeks. About 5 months to get a couple sofas?
Sigh…

Great help, nice people, good advice and guidance. We’ve been shopping for a couch for a long time and went around to many places. First of all, the quality is great. It’s modern traditional and you know it won’t go out of style. Our guy helped us find a great fabric for dogs/​grandkids and at a lower place in the price spectrum. Amen.

Went into the store with my sister to look at fabrics for reupholstering a few pieces. The merchandise is distinctive and the store is inviting. Our salesman, Greg, was excellent. He listened to our needs and made thoughtful suggestions. He was patient and attentive, but didn’t apply pressure. We left the store having had fun and inspired to go ahead with the project.

I really like the furniture here. They’ve got kind of a modern mid-​century feel. They have a ton of different fabrics to customize your upholstered items too. The quality seems to be on par with other stores at the same price range, and the space itself is really bright and airy.
But the service, that’s where they really excel. We went into the store a few different times to look for a bench for our dining table. After much debate, we ended up placing our order via email, which I was really happy about because I didn’t want to make another trip to the store. Plus, they were having a sale (they do often so get on the email list), and if I had waited to go in, I would have missed it. Delivery was quicker than they estimated.
All in all, we will definitely be back.