We purchased what was sold to us by Robert Jines of L. Fish Furniture a Berkline Sectional Couch. We spent over $2700 on the product. When it was recieved, the delivery guys put the pieces together wrong - and then said it was too big for our room so we would have to finish the job. Upon closer look - stuffing was coming out of the pieces, the delivery guys tucked extra material into the cushion sides between the sections to hide the poor craftmanship. You could pull the material more than 2 and 1/2 inches away from the seat cushion. There were wrinkles on the couch because of excess material. Diana Gullett was the inspector of the product. She needs glasses evidently because there were large strings hanging all over the pieces, and one of the recliners was missing bolts. Furthermore, there are brackets for the wedge piece that were installed, but the pieces that were supposed to hook on did not have brackets. We contacted L. Fish on Saturday 4/22/06 the same day that we took delivery. They said we should contact service on 4/24, as they would be available.
On 4/24, as recommended by Mr. Jines, we went to the store, in person, and we were told that Mike Nelson, the manager of that department (service) was not available. We brought pictures of the poor quality etc... And they took a copy of our paperwork. They said that Mike Nelson would contact me today 4/25.
I had to call at 11:45am today, and first I got the phone run around with voice mail, not available etc... Finally, I got a hold of the operator, and said that someone needed to page him to the phone or give me the General Manager. Mike Nelson picked up the line. I told him that we were returning the items. He said he had to pull our paperwork, and get back to me. I said, "Why, when the person who said they were a manager yesterday, took and made a copy of our paperwork, and supposedly left you a message with all of this?" He said he was uncertain about the mix up, he needed to pull my paperwork and that he would get back with me about all of this. He finally called me back at 1:45pm. It does not take 2 hours to pull paperwork, especially if you want to salvage a customer relationship. This was not his priority. When Mike Nelson called me he said that he was with other people, and was now prepared to hear what my call was about. I almost blew it! I couldn't believe the audacity of someone who was the Customer Service Manager stating that he was not listening to me on my last conversation! After I explained that we were returning defective merchandise - he then said - well, there is a 20% re-stocking fee on all returns. Not for defective merchandise - that would be rediculous! He said there was also a charge to come and pick it up. I told him that they would have to eat all of that, and reimburse my delivery fee that I paid in cash on Saturday. He said he would have the General Manager call me back as this would be up to him. This is the 4th time that they have passed the buck. We have decided to call the credit card company - handle it through them and have someone deliver it to their warehouse C.O.D. If possible today.
With further investigation, Berkeline does not even make our couch. Their "partner" Bench Craft LLC. Is actually the manufacturer.
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