We bought 2 matching Franklin corp. Recliners from this store Mid-February. Jason was our sales rep. They were delivered by one of their employees name Jeremy who grossly mishandled the chairs when delivering them by dragging them on their side across the entry way then tried dragging them across the living area by pulling all their weight from their backs. My wife requested to read the delivery forms she was asked to sign but Jeremy would not let her and refused to provide a copy.
That day my wife discovered the chairs stank of musk and mildew. One of the chairs base was damaged with wood hanging off and it also had a very saggy seat. Neither had the same fell or comfort as the one we tried in the showroom.
The same day as delivery we reported the issues to Sales rep Jason who had us talk to Unclaimed Freight's, so called, customer service. I spoke with Robin who claimed to not be able to do anything about issue and that we would have to wait for her manager to get in. We called back every day looking for this manager, Jill Nicks, but she was always not there.
The following week my wife was able to talk to Jill who was very rude to my wife and stated that Jeremy gave a different story and that he did not mishandled chairs. We explained that Jeremy was obviously lying. Jill refused to do anything about the problem at that time.
I called back and spoke with Robin and explained at the very least the damaged chair needed to be replaced. She spoke to Jill and they offered to send Jeremy back out to inspect the chairs. We requested they send someone impartial as Jeremy had already lied to them and of course would give a false report that nothing is wrong. Jill refused and insisted Jeremy was the only one they would send.
Called sales rep Jason as he had said that if we run into problems with Customer Service that he would help us. Jason stated he would see about getting someone else to inspect chairs. Obviously he did not do this or encountered resistance himself as Jeremy called and scheduled to inspect the chairs on the following Thursday.
While he was there he looked at chairs briefly and told my wife that they looked fine and claimed he could not smell the odor coming from them. My wife insisted he take a better look at the damaged chair. He tipped it over and removed the hunk of wood hanging off the chair and then sat in both. He told my wife that the damaged chair does sink some and looked at springs. He then told he could not find the problem causing the sink. He told her he would give his report to Jill and he himself would call us back with what they were going to do.
Three weeks passed and not a word from Jeremy, Jill, or Robin. I called them today and spoke to Karen who told me to call Jill who was at another store who then had me call Jeremy. Jeremy told me he did not notice a problem with the damaged chair and described the chunk of wood as just a splinter. I asked when they were going to replace the chair and he told me I would have to talk to Jill about it.
I call Jill again and was met with callous resistance and a bad attitude. She refused to replace the chair and stated that if I wanted them to look at it again that I would have to bring chair in to store myself and that they would not be responsible for any damage caused by us bringing it in. I expressed my concern of deceit in this statement as I felt they would now claim it was damaged by us bringing it to them. She responded with an oh well.
I also explained that I do not have a truck to bring it in. She then stated they would not send anyone because they did not deliver the chairs. I reminded her that Jeremy works for them and Jason is the one who set up the delivery. Explained there was no 3rd party involved. Jill then claimed Jeremy delivers for them during his off time and that they would not be responsible for furniture he delivers.
I explained I do not see it that way. She then got very rude and declared I was being offensive and rude even though I was being very clear and calm through the whole ordeal. She then hung up on me.
I tried to call back but she would not answer. Called again 5 minutes later and requested to speak to a general manager She stated he was not available and that I could leave a message. A long silence followed as I waited for and asked for voice mail. She then said they don't have voice mail.
Since I did not trust she would give a message to her manager to complain about her I called the central store and again spoke to Jeremy. He claimed the General Manager was not in and to call back at 1pm. Jeremy at least gave me the Managers first name Rod.
I will try to call him again but do not expect to actually reach him after the run around and deceit we have experienced thus far.
I have also filed a claim with the BBB against the store I bought chair at, the store the customer service is at, and the store Jill Nicks was located at when she refused to replace chair.
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