December 21 I bought the fireplace from sales manager Cane, and paid $1867.92
- I was referred to Lorrel to schedule the delivery. On the scheduled delivery date in about 3 weeks, they did not deliver the fireplace, did not even call, simply did not show up, we were waiting for them all day.
- I had to call them to reschedule the delivery, they did not even apologize.
- When we unpacked the finally delivered fireplace, it was damaged.
- I called the store again, they promised to replace it with a new one. I asked if I could replace it with a smaller model of the same fireplace (the one delivered was a little big for the room), they said they can not do it. I felt this store was not willing to make an extra mile to keep their customers happy. But we finally agreed that they would replace it with the same model within two weeks. A month passed, nothing happened.
- I called them quite a few more times before they finally picked it up. And promised to bring the new one early next week. As you can imagine, nothing happened next week. I called Cane (the sales person), he said he does not want to deal with this anymore, and referred me to Lorrel (the delivery person). I called Lorrel she said she does not understand why she has to deal with this fireplace: she mostly delivers spas. I felt that this store is not willing to help me with the problem they created themselves. I complained to my brother Roman, and he said we should not deal with them anymore, cancel the order, and get the money back.
- He called them on March 4th, and told Lorrel that we are canceling the order, and want our money back. She said they will not do it, but he insisted, pointing out that they failed to do their job, and we are tired from dealing with them. She said that in this case he has to talk to the owner, and that the owner would call him. She called him same day herself, and told him, that the owner would send us the full refund. We never got the refund.
- My brother called them back on March 15th, Lorrel told him that they are mailing the check right now, and we should expect it by March 18.
- On March 18 she called him, and said that they can not refund the money because we still have some parts. My brother asked when they are going to pick up the parts, she said she does not know. He asked if we could bring the parts, and get the refund, she said it should be run by the owner. My brother insisted that he wants to talk to the owner, she hanged up. When he tried to call her back, she would just hang up.
- My brother kept calling the store, and managed to talk to the store owner Jim Lociano (I am not sure about the correct spelling). The owner claimed he was not aware of the situation. He apologized for his staff, and promised to send people to pick up the parts, and bring the check. Once again, nothing happened. And whenever my brother tried to call the store they would just hang up on him.
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