Here is my story. Back in Feb I purchased a bedroom set w/extra pieces-2rooms of carpet-sofa/loveseat-set of tables-3lamps. I spent about $2000.00. I paid a delivery fee of $50.00
I had to wait for some of the pieces, due to the fact that one of the dressers was on back order and the other was delivered to us broken. Also the couch had wood coming out the back of the fabric. They did replace the dresser that was broke but, they didnt want to replace the sofa.
Even though the manufacturer's warranty would cover it. It took about a month to get it replaced. After all of this happening I thought well they did do right by me after some time and lots of phone calls. So I decided to let it go.
Now in Nov the set had broke and wood was coming out of the back, so I decided to call and see if the manufacturer would fix it. After all the manufacturer's warranty covers the frame for the lifetime of the product.
My husband and I went to the store in the beginning of Nov. The guy told us it would take six weeks, and they would fix it and return it to us. We didnt like the idea that we wouldn't have our furniture for the holidays, but we were willing to do so. Just to be able to get it fixed.
We waited until the end of jan. We never heard from them. So my husband called and they said that they must of lost the paperworkand i would have to fill out more. I wasn't happy. But I did and guess what i had to wait six more weeks. Again noone contacted me. I made lots of phone calls and I kept getting the runaround. I was told that thier corporate office would contact me to set up the arrangements.
So after many phone calls to the store, I decided to call the manufacturer. They said that all I had to do was have the store call them to get a return authorization number and have the set switched out because my set was discontinued, and all I had to pick out the same price and the same manufacturer. I called the store mgr and he refused saying that they dont do warranties at store level. I asked to talk to the district mgr. I was told they dont have one.
I said who do I talk to then. He said the store mgr. Well thats wo I was dealing with. So if you have a problem with they srore or the store mgmt, there is noone to call. I decided to call United back and they put a call into the stores corporate office for me. I finally got a call from corporate. He said he would find out what was going on and get back to me. He never did. So a few more weeks went by.
I made more phone calls and I even left messages at the akron store for corporate to call me. Nothing. My husband and I went back to the store in person, abd the store mgr. Said just pick out something else I an tired of dealing with it. I know he meant us. So we made the delivery date for 1 week later, and we had to pay the delivery fee of $50.00 again.
So we thought our ordeal was over. WE WERE WRONG! The delivery guys brought the new set and took the old set. When mu husband went to put the legs on he noticed the set was broke (frame underneath). I called the store mgr. And he acted as if I was lying. He said he would switch it out the next day. It was friday and I waited all day and made calls. I was told it would be here. It was almost closing time at the store and i still didnt have the sofa.
The store mgr gave me the number of the delivery service. I called only to get told that they would not come until monday. They only do new business on the weekend. If I would pay another $50.00 they would bring it. I was upset. I paid the $50.00 the day before.
I called the store and told them what the delivery service said. The store wanted to put it on the back of a pickup truck and bring it to me. The problem with that was it was pouring down rain and the set is pure suede. It would have been ruined. Also I was promised to have it on friday. The store mgr would not take any more of my calls. He said it was up to the delivery service.
I thought I would try to see if I could get corporate again. I called the columbus store and I lucked out corporate was there. My husband explained it all. He said he would call the store and call us back. He didnt calls us back, the store mgr did. He stated that we would be the first delivery on saturday. He stated that if I didnt have it by 11:30 am to call him. He said he was sorry and it was all the delivery service's fault.
They came on saturday at 10:30 am with a letter from the store stating that ALL SALES ARE FINAL and the new set had NO WARRANTY. He never told this to me on the phone the night before. I was upset. I called the store mgr. He stated that my fabric was ruined by animals and I should't have been given the new set. I told him I know the fabric was bad but, that wasnt the problem. The frame was broke out of the back and that it is covered by the warranty.
So I decided to check the new set to make sure it was ok before the delivery service left my home. It has the same problem. The wood it coming out the back. I called the store mgr right away and told him. He stated that he personally checked it before leaving the store. I told him that he needed glasses then. I wanted him to bring another one out and he refused. He then stated ALL SALES ARE FINAL and that YOU have to check it before it leaves the store.
Tell me how you are supposed to do that when the delivery service brings it from the store and you dont see it until they bring it to you. I took the broken set and left a message for corporate. I doubt I will get a call. I understand that ALL SALES ARE FINAL but what about the manufacturer's warranty.
So to all that shop there just know that you are taking a risk and that the warranty does not count. The store says ALL SALES ARE FINAL and the delivery service says NOT RESPONSIBLE FOR DAMAGED ITEMS.
If you buy I suggest you pick it up yourself so you can look it over good and then hope it never breaks. They dont tell you any of this until you have a problem. Remember there is no one to call if you have a problem with the store mgr.
Massillon's store mgr is nothing but a punk kid that needs to learn how to treat people. After all if the public woundn't buy then he wouldn't have a job.
So in ending I still have a broken set, and one thing is for sure I'd rather pay a higher price somewhere else, then to have hassles like this. I will never shop at american freight ever again.
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