I put a couch on layaway and was told that there was free storage and free layaway. A few months later I went and made my final payment on the couch and was told that they did have it in stock and that it could be delivered that night before 8pm. They never called and no delivery person ever showed up, so I called the store.
I was told after being on hold for a while that they no longer had the couch in stock, it had been discontinued. This was after I was told earlier that day that they did have it in stock. Furthermore, they let me make a final payment of $170 after they told me that they did in fact have the couch in stock. That was a blatent lie. They knew that they did not have the couch in stock and let me pay for it hoping that I would just buy something else.
I went back to the store the following day and they tried to sell me the same couch in a different color, i told them that I was not interested and I wanted a refund. Words were exchanged and an african american man rudely told me 'things happen' In my opinion, that is no way to talk to an angry customer so I went outside and talked to another sales person. He told me that that man had recently been demoted from a managers position and was about to be fired because he is constantly rude to white people. He is the top third salesman in the area, but he only sells to people of his own race.
I went back inside and was asked if I wanted a refund check or if I wanted the money refunded to my Visa, I opted for a check. A month later I receive a check for $110. The refund was supposed to be $424.87. So I went back to the store, talked to the manager, Brent. He told me that there was no way that they could send the whole refund in a company check (even though there is a huge sign hung up behind the counter that says 'Refunds are made by company check only). It was almost closing time, and he said he would call me first thing in the morning to get the issue resolved. I received a letter with my $110 refund check that said Brent had already been notified of the issue and that I could go to the store and collect my refund that day, but just because it was near closing time he didn't want to deal with it.
He never called in the morning, so I called him in the afternoon, but he was conveniently loading a truck. I left a message to which I got no response. A few hours later I called again, and he was helping a customer. The person put me on hold, returned 15 minutes later and told me that Brent would call me back. I told him that he was supposed to call me back earlier and didn't. I left another message, to which he never responded. I called back the next day and after being told that Brent was busy again, I explained to the sales person that I had left numerous messages and was never called back, after being on hold for about 10 minutes, Brent finally comes to the phone and says that if I come to the store, he will refund the ammount to my Visa. When I get to the store he is on the phone and says if I knew it was you I could have just taken your Visa number over the phone and taken care of the issue. Although he did resolve the issue, I thought it was extremely poor customer service and was an ongoing problem that I had to deal with on my own time. If a store lets you put something on layaway and says that they will store it for free, doesn't that mean that they should have the item you put on layaway? Furthermore, they should not have let me make the final payment of $170, telling me that the item was in stock when in all actuality they did not have it at all.
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