EDITED TO UPDATE: The Modern Shop has now replaced the broken part. After posting this review, the shop owner messaged me saying "Thank you for the review. We officially have no interest in helping you now. All the best" and blocked me on Instagram. After I posted screenshots of this Instagram exchange on Instagram stories, the shop owner unblocked me and agreed to replace the broken part, but not before calling me "impossible" and telling me I was "throwing a temper tantrum." I am glad that the shop did the right thing in finally replacing the broken part, but I doubt I would have gotten a resolution had I not posted the owner's hostile messages to Instagram stories and initiated a credit card chargeback. The owner asked me to remove this review after replacing the broken piece, but I think it's important that this behaviour is on the record--it is an honest account of a frankly shocking consumer experience. The Modern Shop carries beautiful items, and I was a repeat customer before this incident. I sincerely hope they are able to reflect on this exchange and improve their customer service so they are able to stay in business, as this type of treatment is a surefire way to lose customers. Original message below. Check this customer’s Better Business Bureau profile before ordering from them. This is a deceptive company with terrible customer service. I ordered a floor model FLOS IC Pendant Lamp from this website. There was no description of the condition of the product on the product page, so I assumed it would arrive in lightly used condition. I was disappointed to receive the light with five necessary screws and an allen key missing, white paint on the cord of the light, minor damage (scrapes) to the cord of the light, and insects and stains on the inside of the glass shade. However, the key issue with the product is that it was disassembled improperly: a brass piece which is not meant to be removed from the inside of the shade was forcefully removed from the shade and left attached to the rest of the brass pendant. The screws in this piece are warped so badly that they cannot be removed. We were confused about what this part was at first, but after reviewing the manual realized that the only way this could have happened is if whomever disassembled it wrenched the glass shade off of the brass pendant without unscrewing the screws. There is no way that the screws could have been warped in the way they are otherwise. The customer service representatives and store manager (1) accused me of losing the five screws, (2) denied damaging the product, and finally (3) accused me of damaging the piece myself after contacting FLOS and realizing that the piece in question is not supposed to be removed from inside of the shade. To be clear, the only way this piece could have been removed from the shade without breaking the shade is through wrenching the shade off of the pendant through disassembly—otherwise there is no way to remove this piece from inside the glass shade. This company is not responsive to the point where we are now forced to consider legal action on this matter. AVOID THIS COMPANY AT ALL COSTS.

I wish I had read reviews for TMS before ordering as I would of ordered this Umbra item from Amazon, or literally anyone else. But I wanted to support a smaller Canadian business and thought I would try them out with a small item and see how the experience was before ordering more. Every website I have ever ordered from CLEARLY states if an item is out-of-stock and will be backordered, therefore resulting in a significant delay. THEY TELL YOU, THEY MAKE IT OBVIOUS so that you can think about it. At The Modern Shop, you can just "Add to Cart" and find out AFTER you placed an order that it will be approx. 4-8 weeks and no refunds. It does say "Available to Order" in insignificant, small print below the forms of payment. I just thought it meant that I can place an order for this item, and it is available. It should really be more transparent about what that means to TMS: item is out-of-stock and they will order the item to their shop from the manufacturers, then ship it to you with hopeful delivery within 2 months. Maybe their sales would drop if they disclosed clearly that the item was backordered? But maybe it would fuel happier, repeat clients and this review section would not be filled with people who feel they made a mistake ordering from The Modern Shop? Anyway, I now have an item that will be arriving at my home while I am away... This entire experience has been a nightmare. And to think, if I ordered from Amazon the day I ordered from TMS, the mirror would be arriving in 2 days... not 2 months (sigh). UPDATE: In response to the owner who replied: I was notified the item was out-of-stock (OOS) by an automated message. Even then, I did not realize my item was OOS because the email had generic in-stock and OOS shipping estimates; It did not say MY item wasn't in-stock. I realized a few days later when I did not get a shipping notification and checked your website and learned what "Available to Order" meant to TMS. Why was I upset?! Seriously? (I see you have edited your reply to no longer ask why I was upset). I sent emails inquiring about what could be done and requesting a refund; I was ghosted by TMS. When I finally heard back a few days later, it was a quick one line email confirming the item was out-of-stock. No mention of the refund I requested. No compassion or human touch. No mention of the next steps (would I hear from TMS again before the item shipped? Could anything be done? Was 2 months the longest I would have to wait?, etc.). AND no phone number to be found online to call. You reached out (thank you for that) and asked me to remove my review. You said you would give a refund. I told you that a review is an honest account of ones experience with a company, and this unfortunately has been my experience, so I would not be taking it down. From the looks of this review section, I am not the only one who has had this experienced with TMS. In the end, I did what I should have done originally and ordered the mirror from Amazon. I received it today, the same day the refund from TMS was received (10 days after my order with TMS was placed). Thank you for the refund.

We have ordered a lot of furniture from the shop: 1 soho chairs, 2 coffee table and one side table, total was around $3400. Most of them arrived okay but one. The chair was delivered to us in September with the upper bar broken. We have notified the shop on the day we received it, and received a reply suggesting they will put a replacement. Couple of days later while we thought all of the required info is already provided, the shop requested photos of boxes to depict their arriving conditions. However by the time we received this request, one of our family members has already thrown away the package. Unfortunately it was recycle day in our area, so they have been taken away by recycle truck. We were told this makes the matter more complicated. It is understandable, but there were three or four days time where you could have told us the photo is essential, why waited for couple of days? So we tried to cooperate with the shop to deal with this matter, trust they will work to provide a solution. Here’s when the issue got really annoying. Now it is more than 2 months later, we still have not heard any solid solution from the shop. We followed up with the shops couple of times during this 2 months period, but kept getting the same response: they are working with supplier, shipper trying to sort this out, works have been done behind the scene. For the time being, I respect that, so we waited patiently, even though this chair is $785; not a cheap piece. I believe works have been done by the shop. However there was no regular update from them regarding this matter from their end. All conversations were initiated by us. It does not feel the shop has put customer service their top priority as we are already customers who made the payment so their focus is not with us. Until I make this comment, 2 months and 5 days have passed since the delivery date. I sincerely feel we have waited patiently enough. The whole shopping experience has not been great for me. I gave 2 star because 3/4 pieces furniture arrived in perfect condition. Otherwise I’d just leave 1 star.

Short version: Incredibly frustrating purchase that I am attempting to cancel after waiting almost six months with still no idea when I will receive my order despite multiple follow ups, all initiated by me. Long version: I placed my order on Oct 13, 2021. I knew at that time that the items I bought would need to be ordered from the manufacturer. The information in my order confirmation email indicated (verbatim): "Shipping usually takes approx 4-8 weeks for most out of stock products although some take up to 16 weeks." Eight weeks put delivery in early December, while 16 weeks would have been the beginning of February. - Dec 9: I followed up just after the 8-week mark asking for an update and indicating one of the items had been intended as a Christmas gift. I specifically asked "Is it likely to arrive in time for Christmas at this point?" Response received the next day said "The Salt Cellar [Christmas gift] should arrive within the next week." No other information/context was provided. I took that to mean yes, I would get my order in time for Christmas. - Dec 25: I did not get my order in time for Christmas. - Jan 6: I followed up again asking for another update. I did not receive a response. - Jan 30: I followed up for a third time, a few days prior to the 16-week mark. Response on Feb 1 was that one item had arrived, the second (salt cellar, the one that was supposed to "arrive within the next week" in early December) still outstanding. I was told that item should get there "later this month [February]". - Mar 13: fourth follow up (five months after placing my order) in which I requested that the in stock item be shipped out and the salt cellar be refunded. Response the next day gave no new timeline for the salt cellar and a $24 fee to ship the item that they had in stock. - Apr 5 (today): fifth follow up, I've asked to have my entire order cancelled and refunded. Shipping delays may be out of the shop's control but their communication with their customers is absolutely IN their control, and they are failing at it.

I am very disappointed with online shopping experience. As someone already mentioned, it is easy to order but hard to get. I placed an order at the end of November. It was a birthday gift for my mother. I thought it was enough time since my mother's birthday was in January. As of today, my order has not been shipped yet. I had to buy another gift for my mother. Had I known that 'available to order' actually meant that the items were not in stock, I would not have placed an order. I ordered Ottoni kettle which was not in stock in any places at that time, so I thought I was lucky that the store had that item. Only after receiving an email confirmation and reading the huge message regarding in stock products and etc. , I found out that the kettle along with Adler mug was not in stock. They should place a clear message in the store that the items are not in stock but can be ordered. Funny enough that I can now buy this kettle on the Bodum website for even cheaper price. But since I cannot cancel my order (I guess they are waiting for the other item of my order to arrive), I have to wait for my order to be fulfilled. There is a hope that I will eventually get it for my mother's birthday next year. Yes, it clearly says ‘ready to order’ and one should somehow know that it means they are not in stock. I have done uncountable number of purchases online and have never had that issue. I am not the only one who did not understand the meaning of ‘ready to order’. If the items were ordered for myself I would not have mind waiting but it was a gift. Today is April 13, 2022 and my order has not been even shipped. It was placed on November 24, 2021. It soon will be 6 months. I don't know if I ever going to receive my order. The credit card was charged and I cannot cancel the order. If I want to ship the item of my order separately I have to pay extra for the shipping. During this long waiting period I made some orders that were shipped from China and delivered to me long time ago.

TMS has now refunded me for my order, thankfully, but I am leaving a review to detail my negative interactions with this company so others can be alerted. I purchased a lamp that was advertised as having its cord cut and was discounted. I bought it because the lamp is originally $1,300 and with a professional rewiring it would be good as new. Unbenowst to me, TMS did not have the lamp's original box (which makes me wonder about the history of the lamp they did not tell me about), so they packaged it for shipment themselves. They did so in an incredibly unprofessional manner by taping together heavily used small boxes that were falling apart to surround the lamp. When it showed up on my doorstep, tipping over, falling apart and collapsing, I could not believe that this package was the luxury item I had ordered from a supposedly high-end furniture store. Unsurprisingly, the lamp inside was bent, scratched and chipped from its journey. I emailed TMS and left a voice message immediately to get a refund. I had to follow up with them multiple times to get a response. In navigating my concerns, TMS then minimized their poor packaging and the damage to my lamp and said the had done the best they could (YIKES!). Their emails were unapologetic and flippant. They did not process or acknowledge my request for a refund until I sent two follow up emails. They also did not seek to adequately resolve or compensate me for their poor service and my loss of the lamp. They offered me a meek 20% discount on a new lamp despite it already being on sale for 15%. So, a 5% 'perk'. I declined as the offer was trivial and I did not want to give this company more of my money. Do NOT trust TMS to handle your expensive furniture or to navigate issues of service. This was the worse service I have ever seen in high-end furniture. As someone about to throw thousands at furnishing a new house, I am happily taking my business elsewhere. Shayla

These guys source cool products - but have TERRIBLE customer service! I hate giving bad reviews - but I really recommend going elsewhere! You should only buy items in stock, in person at the store. Here are some of the things I've experienced, which as I read here in the reviews seem to be a consistent experience of many others who have shopped there: 1. They do not communicate at all, and rarely return your emails. You cannot phone them. They will not advise you that an item you ordered is out of stock and needs to be ordered in. They will not tell you if there is a delay in the arrival of your item. There is ZERO attempt to keep the customer updated, no matter what you order, or how much you're spending. 2. The expected arrival time of 2-4 weeks, became 6 weeks, and then became over two months...and every time I had to reach out to them to ask where my product is. 3. Read the fine print - I ordered a very cool lamp that was defective when it arrived. They would not refund my money, and would only give a store credit. It proved difficult to purchase items on their website with a store credit. The Modern Shop is not a friendly store to shop online with. I really cannot explain the challenges and frustrations I've felt in dealing with the Modern Shop...and because almost everything they sell is special order and expected arrival times are continually extended beyond what was originally promised (which they won't tell you until you bug them), you will experience those frustrations over many months as you attempt to find out where your order is, over and over again.

Basically spent an hour being ignored and item pricing was all over the place. Lots of "sorry thats not right" and always the "right" price higher. Hard to find boxes for items, most things seem handled and touched. Overall probably best to close the retail space and go online except for pop up. But hey guys, some attention would have been appreciated, or were we not "your customer". On further review they also seem to blame someone else for any of their customer's issues and say they are a small business, blah blah blah .. cmon take responsibility and ownership... Further to this review my friend was contacted about it, not me. Putting me in a very awkward position. Not only does this compromise privacy but is a very imkai, high school approach to business This place is officially a joke of a shop. Great when things go well, but heaven forbid you have an issue because the company's lack of professionalism and dedication to customer servicecl, letting the customer take the risk for sales not going smoothly. Love the product mix you bring, but the poor service, bad attitude towards customers, unconscious bias and micro-aggressive behaviors are totally unprofessional and may even be in violation of some laws and regulations but certainly don't align with good business practices. Overall less than 1 ⭐ for this joke of a shop. I'll shop elsewhere in the future even if it's not local and/or costs more.

BEWARE! I placed an order Dec 4 2021, TMS processed payment that same day; I then received acknowledgement by email that 2 of 4 items were on BO and that shipping lead times were 4-8 weeks. Now as of today, just shy of 4 months!! I have still not received my order and no one has returned my phone messages, several made since January 2022. Now, 4 months later, still no order, still no communication, AND they are stalling my dispute request with credit company to cancel my payment. This fly-by-night outfit, IMO, FAIL on customer service, customer care and basic manners. Plus if this is a shell outfit where there are NO stock items and everything is ordered from overseas, which is what this looks like from afar, that should be clearly stated on the web page, B4 you trustingly hit the PAY button. Overall a pretty crummy experience. ADDENDUM: the owner replied: "Hi Goli! Thanks for the second 1 star review from a second account. Hoping Google will remove these as it’s bordering on harassment. We’re a real shop in Ottawa. 5000sq ft showroom. Sometimes products..." I am not "Goli" whoever that may be. My order number, communication history, absent all my unreturned calls of course, and co-ordiantes are available to you via my email account on file with you, which I am not about to publish here. I am appalled but not surprised by your response.

It has been a year (April 17, 2021) since I ordered an item from this shop and to this day, I have yet to receive it. Each and every time, Ive had to follow up on my own about the status of the item. Not once was I notified that it will be delayed, not once did I even receive an apology. The lack of care is really appalling and shocking. I have never experienced service this awful before. Management simply does not care nor claim responsibility. ONE WHOLE YEAR, I’ve been waiting to no avail. I wasn’t even offered compensation for the wait, an apology, nothing. They simply do not care. Save your time and energy and shop elsewhere. Edit: Reading the reviews, looks like there are many people who are having the exact same issues. The aggressive and unprofessional responses from management to these reviews is simply mind blowing. They speak volumes about this company, how they run their business and reiterate that they do not care about their customers. Edit 2: Here is the order number Order #64624 ,did you even try to look up my name? Maybe try to do that before insulting your customers and calling them spammers. Ive been dealing with one of your “managers” Candace. You cannot call every customer a spammer simply because you do not like their honest review of your store.

I ordered the Ferm Living Isola side table from The Modern Shop on 7/22/22 but have yet to receive the product, despite the website continuing to list the product as "available to order." After ordering, I received an auto-populated email that stated that "shipping usually takes approx 4-8 weeks for most out of stock products although some take up to 16 weeks." Upon reaching out to the team, I was told that the item was expected to ship in September. When I hadn't received anything by early October, I reached out again and was told that the item would be shipped at the end of October. Yet again, I received nothing and I reached out AGAIN in January, to which I was told that they would be shipping the product in February. It is now almost 37 weeks since I ordered the product and they have now fully stopped communicating with me despite attempted emails and calls. In this time, I could have ordered from any other company yet I wanted to shop small and support a local Canadian business. While I am very sympathetic to the ways in which supply chains have been disrupted, the lack of communication or care from the team at The Modern Shop has been incredibly frustrating and has disincentivized me ever ordering from them again.

Do Not Order from Modern Shop •As plenty of reviewers below and on Facebook have similarly said, this company has been an absolute joke •I placed an order in March 2022. I had to initiate every inquiry about an update on my item •On May 9th I was told it would be shipped in 2-3 weeks •End of May rolls around and I go weeks of Emails with no response from Modern Shop. Confusion. Absolute unprofessionalism and frustration. NEVER have I been so frustrated with communication from a company, it was unbelievable, let alone from a Canadian business. •Finally after BEGGING Modern Shop for a Delivery date they said on August 9 they confirm it is shipped out and arriving 2-3 weeks •I wait 3 weeks, again no update from Modern Shop saying anything about my item, so I reach out. Turns out it will be another 3-4 weeks! HOW can a company like this exist? No apology, no update, no proactive communication notifying of delay, no explanation. Just random responses with random timelines. Save yourself the hassle and DO NOT order from here. They should be ashamed.

Horrible business practices, ethics and service. The Modern Shop is leaving snarky, rude comments on negative reviews instead of taking accountability for their actions and changing their practices. They are threatening negative reviewers by linking to a Narcity article where a reviewer was ordered to pay money for leaving a fraudulent review. Modern Shop, that is a poor way to handle customer service and you are signalling your poor ethics. You cannot threaten against truthful negative reviews and silence people who are unhappy with your service. When you are getting multiple negative reviews by many customers saying the same things, you should look inwards and reconsider the service you are providing. Edit: a very odd response from the Modern Shop that is completely in keeping with my concerns listed above. This is not a consumer-friendly business. Second edit: the Modern Shop is now going back through their responses to reviews and toning them down. They've removed their initial rude responses to me and several others.

The Modern Shop has stolen our money. My husband placed this order and paid them almost a year and a half ago. We've been waiting 17 months for 2 Krobo cushions we purchased January 16, 2022 (approx $415 pre-tax value). Yes you read that correctly, back in 2022 not 2023. We have been given no definitive information or support on this order despite emailing them every month since November 2022. We've been told 3 times that they are "coming any day", most recently 3 months ago and now they've stopped replying. We would honestly really just like our money back at this point but although it's been almost a year and half since they took our payment, our requests for a refund are being ignored. They do seem to monitor and respond to their reviews however, so I'm writing this in hopes that they please make this situation right. It's a very disappointing and frustrating situation to be in so if this review helps to save others going through the same agonizing experience, then there's that small positive.

Cant not express how disappointed i am with this store. They have a great selection but NOTHING IS ACTUALLY AVAILABLE!! I placed an order of little things and did not receive my order for 4 months. They never sent me any followups regarding the delays unless you keep messaging them. After 4 months of waiting, they tell me it will be available next year! It's another 3-4 months from now. I asked them to send me whatever is available first then they tell me to pay extra for shipping. I had to cancel my order and all i get is 'it's out of my hands'. I run a fashion retail store in Toronto myself and i found it very unprofessional. it was very unpleasant chatting with the person making me feel like I am not being patient even if I waited a month between messages and waited 4 months. Anyways I found the exact same products from some other local store right away. will never waste my time shopping here.

Be honest, this is the best local-owned home decor store I have ever been in Ottawa. I purchased in-store and did an online order. As a small-scaled local-owned store, the services they provided actually unexpectedly impressed me. I struggled to do online order based on the reviews I read, but after visited the store, some of negative reviews are actually unreasonable in my opinion. They did quick email respond based on what I asked for and were flexible for what I requested. Be reasonable, I really enjoyed they provided my own space to look around the store, and answered my concerns friendly when I needed the attention, especially they are now short-staff and doing moving sale. Again, they are a local small-scaled company, using the expectation like you shop on Amazon( thousands of slaves behind), you will never satisfy, and that's also why local stores are closing, even big retails store. :(

Do NOT, I repeat do NOT order anything from this company using their website. I ordered an item that was in stock on November 27th, 2021 and still have not received it. I have emailed and called for updates multiple times starting in early March 2022 and as of yet have not received any update from any member of their staff. These people clearly do not care about their customers and it is reflected in everything they do, or should I say everything they do not do. If I could give zero stars I would. I am now trying to find a way to get a refund and will update this review once this has been sorted. Edit: I have been told that Logistics issues are still an issue and this is what is holding up delivery. I have taken a star away due to communication that could have been much better and for taking the order in the first place if there was no stock and resupply of said item was uncertain at best.

Selection and quality is good. Easy to place orders. Delivery times aren't accurate on custom items and the process is disorganized. No updates were provided once item is purchased. We had to e-mail once every week closer to the estimated time of delivery. They tried to be helpful by saying it'd be next week (for 4 weeks), which required us to be constantly re-arranging our schedules. We were also told that the shipping company would call us ahead of time ... they didn't. They just showed up. I'd recommend in their order confirmation e-mails they outline that they'll write to you within 2 weeks of known delivery or by a certain date regardless, just to give the buyer an update. For large items, I would not recommend the regular shipping - they leave it curb side. Driver was helpful but still just one guy. You should pay the $400 extra for delivery into your home for big/heavy items.

I would NOT recommend using this retailer. It was not apparent that the item I ordered was not in stock and after I made the purchase I was told it would take 10 weeks for it to be delivered. It's been close to 6 months so far and I no longer believe any of the updates (since they keep changing) IF I even get a response to my emails. I have been patient because I know about the shipping issues but I think after a delay this long I should be entitled to a refund but they keep ignoring my request. This isn't a custom made order it's just a salt and pepper mill. Gabriel Ross has great customer service - they've experienced shipping delays too but at least they are responsive, provide updates and are apologetic for the inconvenience. DWR has also been better to deal with. IF THERE ARE DELAYS WITH THIS PARTICULAR SUPPLIER THEN UPDATE YOUR WEBSITE WITH THIS INFORMATION.

Brutal experience -still ongoin- Our order(wall clock) took **9 weeks** to arrive and when it finally did, it was poorly packed with the ModernShop logo and tape on the box. The clock hands were loose and the clock was therefore useless. Reported the defect immediately and asked for a refund and for a shipping label so I could return the clock. ***They are declining to refund me*** on the basis that they ordered a replacement for me when I never asked for one. They also haven't sent me the shipping label either (I've been asking for over a week now). Communication is curt and email only. Good luck getting a relevant or timely response. I would absolutely stay away. *Keep in mind, if you're in Ontario, Consumer Protection of Ontario will protect your rights. Visit their website and learn how you can report sketchy business practices.

I ordered a cushion online on August 15th. They suggested that I follow-up with them after 6 to 8 weeks. No big deal. I emailed to ask for an update on October 4th. They told me it should arrive at their location early next week and they will send me a tracking number when it is available. It is now November 3rd and I have received nothing. No cushion and no tracking number. Sent them a follow-up email on November 2nd. Still nothing. Edit - November 3, 2022 After posting the review I was contacted via email. They informed me that there was a delay with the shipment. Out of their control and acceptable as long as they contine to keep me in the loop. Edit - December 4, 2022 Received an email about a week ago with shipping information. The cushion finally arrived. If you order something, be aware that it will take months to arrive.

I had a terrible shopping experience, I ordered on January 16th for 2 items, 1 item was in stock and another item takes 4-10 weeks . On April 16th I emailed them and they said the products would arrive May11th, so waited for another month but it never arrived. So I asked them to cancel and refund, and they emailed back My apologies for the delay. This is arriving tomorrow and shipping out tomorrow to you. and a week later, the package still never arrived, they lied to me! So I emailed back to cancel and refund again, but they never responded! I just want cancel and refund, how difficult is that? They have nice stuff, but the system and customer services are terrible. I chose this store because it is a Canadian store, but I should have bought from another store. I never order from this store again.

Ordered several items in January 2022, 2 of which still haven’t been delivered 10 months later…. Several emails back and forth with no update on what’s going on. Requested to cancel order and was told they can’t return/cancel online orders. The max 16 week lead time is a joke. It’s been 40 weeks and still nothing. Worst customer service experience ever. Will never shop here again and I’ve been a regular customer for some time. Just terrible service. UPDATE: they responded within the hour here but still no correspondence with me directly…. Priorities lol. I wasn’t aware that 2 different tables came damaged given no response from them. 10 months in and it’s wild they need to remain gatekeeper of the funds for 2 items that could easily be refunded in this particularly ridiculous situation.

We placed an online order of over 100 dollars in January 2022. Modern Shop's email specified that "Shipping usually takes approx 4-8 weeks for most out of stock products although some take up to 16 weeks. In stock items ship within 48 hours." However, after eight months, we still have not received anything. We have tried to contact the Modern Shop multiple times, but our calls went straight to voice mail, and our emails requesting for a refund were never answered. Please find similar and unfortunate experience of many other consumers on Yelp and on BBB as well. Research before you buy and understand your rights under the Consumer Protection Act of Canada, "when you order a product, it must be delivered within 30 days of the promised delivery date or you can ask for a refund."

I would give it zero stars if it were possible. Worst customer service, no accomodation what so ever. Product I ordered in february was out of stock payment still went through, I had to touch base with the comoany a month later to only find out they did not even have the product in stock. Never did I get an email of some sort telling me about the delays. We are jow two years post pandemic, delays like these are simply unacceptable. When I email company's management I am told random shipment dates (people are literally just trying ro get rid me of). I ordered in february and ever since I have contacted them every two weeks up until JUNE. I am always told a different story and a different delivery date. WORST COMPANY, WORST CUSTOMER SERVICE!!!!!!! Avoid at all cost.

The very first order I had with them was fine. The second order I placed December 25 and it was 2 very straightforward items. They just shipped last week and I got an email that BOTH my items had shipped with 1 tracking number. It got delivered today and it was one small box with the small cheap item. Bigger more expensive item was nowhere. I have no idea what they did with it. I've also been waiting on another item that was ordered back in November and it was delivered damaged. I emailed them and sent pictures that it was damaged back in January. Still no replacement sent at all. I wanted to support a Canadian company but honestly after waiting so long and receiving damaged items and having no replacement and poor communication I won't order here again.

We have purchased a Lamp from this store through online order and the Lamp was originally being shipped from Italy. They have shipped it as quickly as possible. We have change our address after it was shipped but they have responded to our request very quickly and changed the destination online it before being delivered to the old address. Also, I thought that there is a part missing as it was hidden between packing materials, I have emailed them and they have ordered that part from factory within a day free of charge! (Later I cancelled it when I found the part). They have great customer support and respond very quickly to issues. They are very polite and they care about their reputation and customer service. Truly a 5 start store! Highly recommended.

Order #73561 I do NOT RECOMMEND!!! My order was placed 2.5 months ago. After numerous call and emails i still don’t have my order. All I have received are two generic emails stating they will check with their vendors and get back to me. Nobody calls back nor gives me a real answer. It was also not stated until AFTER the purchase that there would be such a lengthy delay. Ridiculous and horrible customer service. I wanted to support a local Canadian company and could have purchased it off of Amazon. I should have. I have ordered several times in the past from this company but NEVER AGAIN. Hey, if The Modern Shop actually reads these reviews, can someone let me know if my order is actually coming or refund my money!

Ordered some backorder items. Was refunded after waiting 8 months for the order. I reached out via email and finally on Facebook. Emails were initially responded to, then ignored. I was patient with the emails, I was professional. The delivery time was supposed to be within 16 weeks (4 months). Since they stopped responding to emails I turned to Facebook messenger. I also had to follow up and check in regularly. Finally they had me email Candace and I got a refund. I am thankful for the refund, but there is a large room for improvement on the customer service side. This review is 1 star for the number of times they said they'd look into it and never got back to me.

Bought a coat rack Feb 20th. We are 1 month into not receiving the item. Contacted the company and told them to cancel my order as I have already bought one (the same one, direct from the company overseas)... they replied it's final sale. How can I get the same product shipped to me direct faster than you can ship it to me? If you don't have the product in stock you should let people know on the website it is out of stock. If I knew this a month ago I would have just bought from the direct company right away. Buyer beware. Items are out of stock and take forever to get in. You will not be updated on your order. Orders are apparently final sale. Joke company.

If I could give no star, I certainly would. I placed an order online at the beginning of September 2022 for four items. The store shipped out two of the items at the end of September. They had assured me that the remaining two items would be shipped within 3-4 weeks. I began trying to follow up with them regarding the remaining 2 items in my order in late November. After multiple emails and calls to attempt to reach them. They have not responded or shipped out the rest of my order. It is now January 2023, over three months since I placed the order. Save your time and money and don’t bother with this shop. Horrible experience and zero customer service.

Really not a good experience. Ordered a couple of times and was never kept up to date on when to expect delivery. Had to constantly follow up myself which seems a bit ridiculous when spending thousands of dollars. Further, the shop is now trying to get positive review by offering a 500 dollar gift card. The irony is that at the same time as offering this, they are claiming that they don’t pay for reviews while others do. Edit: So if it’s critical of your, shop it’s fake ? Seems legit. Further, you are slandering your competition for paying for review while literally doing it yourself. The fact that you can’t see the hypocrisy is a bit wild.

Ordered some glasses in October 2021 (it's never a good sign when you have to put the year) that we're supposed to be a Christmas gift. The glasses didn't arrive in time for Christmas. We were told in February 2022 that the glasses would arrive in a couple of weeks. Fast forward to April 2022 and no updates were provided so we reached out for a refund. This company had the audacity to ask if we would be okay with delivery in October 2022. 12 months for glasses. They look like nice glasses, but they aren't hand blown custom etched. 12 months is completely rediculous and the lack of communication is shameful. Will never shop there again.

At this point The Modern Shop has essentially stolen our money. We placed a $1700 order on January 16, 2022, over a year ago. We received part of our order April 2022 completely destroyed/damaged (coffee tables essentially split in half). It's taken until January 2023 for them to tell us they will not be able to safely ship these tables to us at all. The other part of our order we just have not received. Once again, it's been over a year now since we paid. We requested a refund of this order when they told us they'd be unable to provide the products we paid for, and now they've stopped responding to our emails over the last month.

I don’t ever post reviews however I love The Modern Shop. I have purchased from them about 3-4 times and each time the items received were exactly what I was looking for. When there were delays, Michael was quick to respond and give me estimates on wait times. The wait was worth it for the out of stock items that I ordered and everything that was in stock arrived super quickly. I have recommended The Modern Shop to countless friends and am already eyeing a couple of items for my next purchase. I make a conscious effort to support small businesses who carry quality items that will last a lifetime and The Modern Shop does just that!

Scam. Had to dispute charge with bank after several failed attempts to contact the company. Stay well away. EDIT: In response to the owner's reply below. They did NOT refund me, the bank did. Your delays were communicated to be a 14 week maximum. I had hit 20 by the time I reached out to the bank AFTER I failed to hear back from you. Still a scam. This is the only negative review I have ever written on google because I think others should know never to order from this shop. I am far from the only person who has had this problem as seen here and on yelp so obviously not lying as many others have had the same experience.

Although this company sells excellent products, their customer service and transparency around shipping lead times wasn’t great. I received very short, incomplete responses from staff leaving me with more questions. UPDATE: My order hasn’t been received in over 9 months and still not clarity on when I will receive these items (plateware & towels). The status on their website states these items are being prepared to be shipped. This has been the status for many months. There is no way of getting through to customer service. Do not order from this company. I will be reporting fraudulent payment at this point.

Absolutely awful. I ordered a piece in April 2023. It did not arrive. I paid $50 for shipping on top of the order itself. After a month passed I reached out and was informed that shipping takes 4-6 weeks. 7 weeks passed and I never heard anything. I reached out again and they said they would respond with an ETA, I never got another email. 9 weeks later I reached out again and asked for an update, and again never heard anything. For $50 shipping, and a minimum of 4-6 weeks, I would never ever ever recommend shopping here again. You can get the same items at other places for much better customer service.

The Modern Shop has perfectly curated, beautifully designed Nordic furniture, light fixtures and home goods. I love how they make online shopping easy with their well-organized website and free shipping across Canada for purchases over $199. The owner, Michael, and their Ops Manager, Candace, were friendly, helpful, responsive and patient with multiple back and forths, answering all my questions and adjusting my order to make it just right! Thanks again!! This will be my first stop as I continue to furnish and decorate my new home!! Also a great place to find beautiful gifts.

I am a repeat customer. We have recently downsized and have been challenged when furnishing a smaller space. The Modern Shop has many unique and stylish choices which have fit well in our home. Since many items originate in Europe, orders may take awhile, especially with supply chain issues as a result of COVID. Not only is patience a virtue, it will reward you in the end as nice things do arrive for those who wait! I have always received a response when querying about the whereabouts of an order. As I have always been pleased with my purchases, I have yet to return an item.

I don't live in Ottawa so all of my shopping with the Modern Shop has been online. So far, my shopping experience has been nothing but smooth and pleasant. I love their collection and the pricing is reasonable especially compared to some retailers in Toronto. Overall, I love the store and recommend it for well-priced, quality designer items. By the way, their online sales are pretty much unbeatable! [Update; I just ordered another item and it was delivered within 2 days with free shipping. The item was as I expected. I love Modern Shop and their fabulous service!]

They have a great selection and they've always been responsive when an item is delayed in these times of supply chain issues. I've purchased items from Jonathan Adler, Foscarini, Zone Denmark, and more. Love the Binic lamp especially. All have arrived well packaged for shipping. I recently ordered two in stock items from Zone Denmark and a key chain from Craighill on and they were at my house a few days later. In person shopping is great too when you're in Ottawa - nice new space and lots to look at. Really a one stop shop for modern furnishings and accessories.

The Modern Shop has incredible selection of modern furniture and decor, and second-to-none customer service. My husband and I have been loyal customers for years, and will continue to be going forward. The store is extremely responsive to all of our questions, shipping is fast, and if items need to be special ordered, there is terrific communication about the order status. I cannot recommend them enough. Plus, it feels especially great to be able to support a local Canadian company!! (We have only ever ordered online - hope to visit in person one day!)

If i could leave NO Star i would. I ordered from Online Ottawa Store and my item came damaged from the showroom. I’m not sure why one would ship a damaged product in the first place… Absolutely ridiculous especially considering this is a Christmas Gift. The item has 3 Defects & The ClearCoat is missing in The interior corner also the exterior Border is missing clearcoat this is something very noticeable it’s not Rocket Science. Definitely do not trust or give your business to this company. Happy Holidays, Merry Christmas & Happy New Years To All

This store should not indicate that certain items on their website are "available to order" when they are not. I placed an order 5 months ago. No receipt or order confirmation was sent. I followed up every month or so and they kept pushing the date out by a few weeks. They never initiated communication or apologized. I'm currently trying to cancel my order. I have a lot of patience and empathy for small businesses through the pandemic but I've never experienced such terrible customer service. Completely unreliable online shopping experience.

I had a great experience shopping online at The Modern Shop. One of the products I ordered had a delay in overseas shipping (because that is the world we live in right now) but I found the communication from the shop to be really good and letting me know the ETA to be very good. I’m always ok waiting as long as someone gives me updates. I love the Umbra organizer, Umbra bathroom accessories and the Hay notebooks I ordered. Everything is beautiful and well made - and really those are my two biggest reasons for shopping at The Modern Shop.

Really amazing selection. I can only speak for the online experience but would love to visit the shop one day. I bet it's meticulously curated. My order arrived in the expected time, carefully packed for fragile items. There was a minor discrepancy with the pricing of the order, but I emailed customer service and it was resolved pretty much immediately. Can't wait to order again! Only feedback is that there are some load issues with loading items on a page. Addressing load issues would greatly enhance the online shopping experience.

If you're considering making a purchase from here DON'T! If you still decide to just be aware that this shop has very poor post-purchase customer service. From trying to get in contact with customer service to getting real time order status information it all is very challenging and a time consuming effort. The information given to me on multiple occasions was wrong which made me feel lied to. I don't trust this company, they aren't organized and show very little care once they have your money. There's frankly better out there.

Regularly return to The Modern Shop for home buys and cool gift ideas. An amazing roster of iconic & great new brands plus a huge selection make it usually means I can find what I’m looking for. It’s also refreshing to have a mix of online convenience and in-store staff with unfailingly phenomenal product knowledge & customer service. Recently, when an item ordered online was found to be out of stock, I received a call the next day with apologies and no hassle offer of a full refund or a store credit. Highly recommended!

I would say that from my personal experience of shopping both in store and online from this merchant, that you only buy whatever that they have in-stock on the shop floor. Avoid ordering anything online that requires "shipping lead time" as it will almost always result in weeks/months of waiting to get the item or get your money back. Also, the only way to do that effectively is to dispute any transaction with your bank, as the shop owner is not open to refunding customers easily. Proceed cautiously with this business.

I have made on-line purchases several times at The Modern Shop. They have competitive prices and an interesting assortment of items on offer. They try to give estimates of various delivery times on their website and yes, depending on what you order, the wait can be long (this is NOT Amazon). They always respond to my questions promptly and everything I have received so far has arrived in perfect condition. What else can you ask of a small Cdn business trying to bring internationally-sourced quality goods to you!?!?

Excellent service! This store carries a brand of products (Jonathan Adler) I have been trying to hunt down in Canada for forever and I am extremely thankful for it. The items are all reasonably priced as well. I placed a couple of orders on their site and the orders all shipped same day. One of the orders even arrived in Vancouver the day after the order was placed, which I was very impressed with given that shipping did not cost me an extra money. I will definitely be shopping with this store again in the future.

The Modern Shop is one of the best places in Canada to get Nordic and Modern goods. From lighting, to furniture to useful items you didn't really know you needed, they have it. The prices can be somewhat high, but frequent sales and promotions let you snag those things you really like at a compelling price. So far, I've had good communication from customer service and get a response usually within a day to questions. Especially if you get the chance to stop in in person, it's a great shopping experience.

A reputable and well curated site for modern goods for your home. It's so tough to find sound and of quality brands that I can have access to from designs that I love from Denmark, France and Sweden without having to pay duties. I love knowing that The Modern Shop carries almost all of the modern brands out there. I've purchased vases, decor items for my kids' rooms as well as furniture. The shipping is fast, dependable, and I've been telling my husband how I'd love to be able to visit the shop soon.

Love this site! They offer a lot of stuff normally only available from retailers outside of Canada. Easy, quick shipping. Some items are ordered-in and may take some time, but as it happened we were only ordering in stock items and they were in our hands within 2 days from Ottawa to Toronto. I'd be fine with waiting for special order items, too, but if you're feeling impatient or have time sensitive needs, like gift giving for a particular date, check the In Stock section. Lots of great stuff there!

Their customer service was excellent. We had an issue with a hand soap pump and they were the absolute best in finding a solution. I would highly recommend this shop and will be buying again given this great care for orders and customers, along with the beautiful products they have. The shipping delays are long if they don’t have it in stock, but as long as you are not waiting urgently on your products, it works out fine. They also share it on their product pages so it is transparent.

We had been looking for the old style outdoor basket seat to replace our old cracked ones for a long time. No businesses had the color we wanted on hand. This business was the only one that would sell and wait for them to be back in stock, so we were happy to secure whatt we needed so we bought them, and yes, it took a while to get them shipped but well worth the waiting time. Customer service was great, they replied to my emails quickly. Would buy from them again.

Love this shop!!! Best in Canada! I’ve purchased so much from their online shop over the years. They are so responsive to my questions before and after I placed my orders. I wish I lived in Ottawa so I could visit their store. Highly recommend to anyone living in Canada! Many of the bad reviews for this shop revolve around long wait time. This is actually common for high-end furniture and home accessories. And the website tells you which items are in stock anyway.

I love that I can get all of my mid-century inspired and Scandinavian décor needs from this store...and it's Canadian! Shipping does take long but if you have time to wait, it's worth it and I found the owners really pleasant to deal with when I had questions. I have the most gorgeous dish rack now that everyone admires (and who actually ever admires a dish rack). Thanks for bringing in items from overseas that I otherwise would not be able to order!

We were very happy to find the very specific lamps that we were looking for on their website, after looking everywhere else unsuccessfully. The lamps were not in stock so there was a bit of a delay with the delivery, but we received a quick response when we inquired about it, and finally received them shortly after. They are installed and look great! We’re pretty happy and would recommend despite the short delay to get our order

Ordered a wedding gift a month ago paid for the gift, then found out it’s not in stock! Modern shop said in an email it would arrive any day- that was 4 weeks ago. The wedding is in 4 days. No word from the modern shop. They don’t have a phone number !! When emailing them they don’t put a name in their email ! Quite unprofessional, and their customer service is very poor. Obvious they don’t really care. I will not shop there again.

I bought 3 wooden birds by Kristian Vedal. It took about a month to receive them since not all items were in stock, but the wait was not unreasonable given the times we are in and shipping was free. The birds were well worth the wait. Simple but beautiful and innovative design. I absolutely love them. The shop responded quickly to all communications and were friendly to deal with. Would definitely buy from them again. Thank you!

I have been shopping with the modern shop for a number of years. For my European, Scandinavian furnishing taste they have been incredible with their extensive selection. So many pieces and brands are difficult to find in Canada. They also offer free delivery over 99$ orders which is a plus. Their customer service is also really responsive, and finally they offer pretty competitive pricing compared to other retail shops.

I ordered two vases during the quarantine. When going into stores and shopping was not a thing. I was really surprised with the selection of great products from the store and the availability to ship within Canada without a problem. I had great communication with the store and received the two items in time to give them as gifts. I will definitely checking with the store in a regular basis.

I wish I had read the reviews before ordering from here. I wanted to encourage a Canadian business. I only found out 2 weeks later that my order would take 4-8 weeks (drinking glasses). I asked to cancel the order and be refunded which they said they would. A month and a half later, no refund and no one is answering any of my emails. I filed a dispute with my credit card. Avoid if you can!

I love The Modern Shop! They have a great selection of things that are hard to find elsewhere, and I'm always happy when I can order from a local(ish) business. Thr prices are reasonable and the shipping is very quick. I also noticed on my last order that they altered a cardboard box from something else and used it to ship my items. I appreciate this effort to reuse and reduce packaging!

The Modern Shop has wonderful pieces at great prices. Some other reviewers have commented on shipping problems and communication problems. We had items coming from Europe to the US, so they understandably did not arrive immediately. We did receive regular updates and a lovely personalized note when our items did arrive at our home. I would happily recommend The Modern Shop to anyone.

Good experience. Product arrived safely with no damage. I understand it had to be ordered so took a little longer than expected to arrive but the communication was great. Whenever I had a question it was answered promptly. Postage was expensive but the product was not available in my country so I was lucky to find a store that stocked it & would ship internationally. Thankyou!

altho the product in the box was in good condition (not damaged but slightly warped, which I was ab le to bend back into the correct shape), the box was severely water logged. really odd as my porch is completely weather protected and it was a sunny day. I also brought the item immediately when delivered, so it somehow got waterlogged between the warehouse and the delivery...

Ordered the Peek Floor Lamp from this store, and it was shipped to us in Vancouver where it arrived broken. After struggling to contact the store to get a replacement, a replacement was shipped to us and again, arrived broken. I appreciate that it is the shipping process that is the issue, but perhaps some better packaging and better customer service would be warranted.

I was thrilled when I found out that I could order Jonathan Adler items from Canada. I had to wait for awhile for my order to arrive but your online customer service was excellent - I received prompt, informative, courteous replies addressing all of my concerns about the special gift I had ordered. The gift was a huge success. I will definitely order from you again.

I have purchased numerous items over the years from this wonderful shop. The Wine Tube I got through them is a continuous talking point at my house. The funky lamps from Luce Lumen are stunning and when I had issues their response and resolution greatly exceeded my expectations. I could not recommend The Modern Shop more highly. Selection and service without equal.

I've purchased from The Modern Shop a couple of times now and each experience has been wonderful. Everything arrived well packaged and very quickly (I'm in Toronto, for reference). They are very communicative and I love supporting this small business which is doing a phenomenal job bringing quality, European pieces to the Canadian market. Thank you Modern Shop!

Great company, wonderful assortment. Before learning about The Modern Shop, I was thinking of buying direct from a furniture store based out of Denmark but was so happy to learn that I can buy the same product while having a simpler and more seamless customer experience while supporting a local Canadian business. Responsive, helpful customer service as well!

Absolutely garbage business - ordered something off of their website that had no indication of being out of stock (cleverly worded as “available to order”) only to be told it won’t ship until 2023, but only after I asked why I hadn’t got a tracking number after a week. Asked about refunding my purchase, they conveniently stopped replying to my emails.

I don’t understand how they have so many good reviews. We bought a coffee table in June 2022 (around $1,000) and never received it. I was told in December 2022 that I would get this on Jan 15th, 2023 but now they have stopped replying back to me. I did not receive my order. Update since my original post: I received a refund after several weeks

Ordered 2 Adler vases from the modern shop. Items were great, had some interruptions with getting 1 of the items from the supplier, I had several questions/follow ups regarding the item, the store addressed my questions the best they could. Once the item became available, I received the item very fast within 2 days. Would purchase again.

I have placed multiple orders with The Modern Shop over the past year and I have never been disappointed! My order always arrives in perfect condition and in good time. When there were delays outside of their control due to Covid, they communicated with me on where my product was and when I could expect it, which I really appreciated!

We’ve ordered from Modern shop online many times and have always had a pleasant experience. We made a larger order in Dec 2020 and without my asking, they shipped half the order when it was available rather than waiting for our other items to arrive. Really appreciated that since we have been able to install and enjoy our new pieces.

Such a pleasure to purchase from. I've made a couple online orders now and their selection is superb. Such unique and beautifully designed items. Shipping can take a while on some products, but this is indicated clearly on the site which helps me if I am shopping for a particular occasion. Always happy to support a Canadian shop!

I recently received my light fixture Eos umage canopy pendant with white cord. I was looking in Toronto for this fixture for very long and couldnot find, and how like I was to order it in THE MODERN SHOP in Ottawa. The shipment was quick and free of charge (free shipping on orders 99) , delicately packed and delivered with care.

I was in Ottawa for work recently and placed an online order for pickup (their selection of Jonathan Adler is better than the Adler boutique in San Francisco ) and was so impressed at how friendly the woman who helped me was. I love supporting a small business that works hard to source unique and fun pieces! …

I'm consistently disappointed with their customer service. After they agreed to a discount, I spent two months reminding them before they actually gave it. They are very rude and unhelpful with their emails. Avoid unless they are the only ones selling an item you need or unless they are the cheapest option.

This shop has the neatest products that are hard to find anywhere else. Their selection on home goods is amazing. Since I am not a resident of Ottawa, I have only completed online orders. Orders have always delivered as expected. Amazing shop! Thanks for continuing to bring in unique items!

My wife and I regularly purchase from the team at The Modern Shop and have always had a great experience! If we've ever experienced a delay in shipping the team is always sure to reach out with updates on status. Thanks for offering all the products we can't otherwise get in Canada!

They have a great assortment of gift ideas. The handblown whiskey glasses with hand painted copper band were beautiful, and my husband loved the gift. The delivery of the item was very prompt and the glasses were well wrapped and protected. Will shop again for special gift items.

Best place in the city to find pieces for my clients - online or in store, the service has always been tops, during the buying process and after sales service is incredible as well. I've never been disappointed and will always recommend The Modern Shop to colleagues and clients.

I have had excellent service from The Modern Shop over a number of orders. A couple of items I had ordered came defective and they were promptly replaced without incident. Shipping is fast and quality is always superior. I'm happy to support a local Canadian business too!

Purchased 4 beautiful Hay chairs. Delivery took more than 3 months but I expected that. One chair had a cracked leg and I received a replacement for that part within a week. I was pleased with their service. They offer cool design products. I would buy there again.

Was so excited to see Dusen Dusen products carried here! A great variety of hand towels, napkins, and they even had the apron. Now I know this is my trusted local source to get these items without having to deal with the US conversion rate, shipping, and customs.

After an extensive on line search found that the Modern Shop carried the Normann Copenhagen candlestick holders I’d been looking for! A very smooth online experience ordering from them. Arrived within 2 weeks and I love them. In fact have ordered 2 more!

I had the best experience with the Modern Shop. Purchased a delicate glass vase last Sunday and it arrived 5 days later across Canada. The vase arrived in perfect condition. Well done to the Modern Shop, which I would always recommend. They are tops!

Received a beautiful dish drying try and drainer. It’s made my small space looks so much more stylish and fun. I hate the looks of the usual counter top dish dryers but absolutely obsessed with this one! I’ll definitely be ordering more soon

UPDATE: Dessert forks still haven't arrived. It has been 6 months now and last communication from the manager was in April saying they are due to arrive "any day" - well it's July and nothing. My e-mails have not been answered since. Beware

I have ordered multiple Fern Living poster hangers through the Modern Shop, and had an excellent customer service experience every time. When this product was out of stock, they ordered it quickly and contacted me before expected to say it

Online shopping was such a great experience with The Modern Shop. Purchasing goods online that are larger in scale and that you’ve weren’t able to actually physically see is always a little scary because you never keen what you’re going to

HORRIBLE EXPERIENCE! Placed an order in MARCH, customer service keeps on saying it’ll be shipped in 1-2 weeks each time I ask them for a follow up. Why is possible to place an order for an item they don’t even have?! I’ve never experienced

This is one of my absolute favourite shops to purchase from online (I don’t live in Ottawa). They have a fabulous array of quality items from great designers and brands, offer highly competitive pricing and the service has always been top

Terrible experience and poor quality. I ordered a very expensive coffee table, bar stools, a sofa and lamp. I was told 6 months, and they all took a year, the lamp took over a year. They never once updated me on the status of my order - I

I am completely shocked by the lack of customer service of this retailer. Placed an order a couple weeks ago for a few items that were listed to be in stock. I need them for a particular deadline. Received a generic email that orders may