Family owned and operated, I suspect dysfunctional would apply. If you find something you love, they don't negotiate, they don't flex one bit, they have a take it or leave it attitude, and then good luck getting what you want, when you want.
Love my sofa, hated the experience. Looked everywhere hoping to find it elsewhere before settling. In stock? yes! Then oops! on the boat, on the boat, on the boat for weeks. Bah! I have the feeling my Italian sofa came from China, go figure. :o\