I have called Furniture Works to receive a re upholstery quote over the phone and they were pretty abrupt. I also went in the store later with the items to be reupholstered to give them a second chance - still bad customer service. Their quote for my pieces to be reupholstered (a pair of antique french chairs) was very high compared to other quotes I received. They also suggested replacing the copper springs inside - which you should not do on antique pieces if they are copper. I have browsed around the store on another occasion to look at the new furniture pieces they have - semi custom items - you pick the stain, etc. They seem to be better for purchasing new furniture if you are in need of something custom. I would not trust them with valuable antiques for re upholstery though!
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