6/30/07 We ordered 1 stock sofa - 2 sleeper chairs with matching accent pillows (4 total) - 2 matching ottomans. I ordered Master Seal to be on all 5 pieces & the 4 accent pillows. I paid a delivery fee as well. We wrote a check for a down payment and did the 10 month same as cash program Sofa advertised on TV.
7/26/07 Received a call from Sofa Express. Stated the truck coming from North Carolina was stolen and my furniture will have to be re-ordered.
Earliest estimated delivery date to warehouse is 9/14. Stated that was because my material is on back order. I asked if I would be compensated for the inconvience and she said shed have to talk to her boss and call me back. (She never called me back about that.) I asked if I could select a different fabric to speed up a delivery date. She said that was possible. She said "the store" was aware of this situation and she would let them know to expect me.
7/26/07 I went to Sofa Express in Heath. Spoke to the store manager. He was unaware of the stolen truck or my situation. He made arrangements for my sales person to help select a different fabric. After hours in the store I could not come up with another selection and asked him to have the furniture re-ordered they way I picked it back in June. He said he would.
8/1/07 I had a voice mail on my home phone from Sofa Express saying my furniture would be delivered 8/2/07 between 10 am & 2pm.
8/1/07 I called Sofa Express phone number on my caller ID and asked to speak to who ever left a voice mail about delivery. When I got that girl on the line I asked her to verify what was left on my voice mail. She did. Then I explained it could not be right because of the stolen truck. She put me on hold and came back to say the truck was recovered.
She said it was my furniture out on the dock and it would be delivered. I was very happy but a little confused as to why no one called to give me the good news. I had less than 24 hours notice to get my home ready for this delivery.
8/2/07 The delivery truck comes. They bring in my stock ordered couch; of which we've had no problems.
The next items to come in are the 2 custom ottomans. I told the guys the fabric is not what I ordered. I was given the option (by the delivery guys) to have them take it back or keep it until replacement furniture is delivered. He said it is called "even exchange". I explained that Id have to keep it for now because I had already disposed of my old furniture and would have noting for my family of 4 to sit on. (the loveseat only seats 2) The delivery guy said I would receive a call within 48 hours to get the issued resolved.
*After they left I noticed only 3 of 4 pillows were delivered, both ottoman had damaged feet and one had a large black mark that would not wipe out of the fabric. Both chairs, both ottomans and the 3 pillows had lose strings coming out every where. It looked like no one had taken time to trim after sewing. This did not have a professional look at all.
8/3/07 I take one of the accent pillows into the Heath store to show the manager and salesman. No one has called me yet either. (it was only 24 hours but whatever!) Neither one of them knew anything about what happen. First, Im disappointed to hear they were not informed of the truck recovery. Second, I am not happy because they were not made aware of my furniture delivery or the wrong fabric.
I explained to them, my husband & I had a conversation and might be willing to keep this furniture if the missing pillow turns up and the feet on the ottoman were replaced. Additionally, Im not sure what to do with the black mark but maybe I could try another technique to remove it.
I told them the reasons we might be willing to keep it are:
1. I understand it would cost less to discount my account than it would to manufacture replacement furniture.
2. I knew my fabric was on back order and it would be 6 or 8 weeks to get it done and delivered to me.
3. The fabric was similar in style, with almost the same colors, so it was not an unattractive set.
The salesman spoke up and said wed be given a 10% discount if we wanted to keep the set that was delivered 8/2/07 and the feet would be replaced and so would the pillow. I told them both, before I decide for sure Id like to barrow one of the fabric samples (I knew they had 3 small ones and 1 large one) so I could think it over for a few days. They agreed. The salesman went to get me a sample and the manager answer a phone call.
On his way back over to me he said "Oh, you wont believe this. Its inside out. Unzip that pillow and look inside." So I did.
Sure enough there was the material I picked out. I started to cry.
The manager got off the phone and the salesman showed him the pillow & store sample.
The manager explained to both of us that there was a slim chance that the sample was displayed wrong and my furniture might actually be right side out. He was not sure he would have to check with the manufacturer. He asked me to go home and look inside the furniture for the labels with the serial numbers and call him back. This way he would know who made the pieces. I told them I would do that.
I did call him back as he asked with the info he wanted.
Before I walked out of the store I said to both men, if the material is inside out I dont want it. The wear and tear would not be the same and my fabric protection wouldnt work right. The manager said as soon as we know something well call you and then you can decide. With that I took the store fabric sample and the pillow I brought in and I left.
8/6/07 Late in the afternoon I called the store. I asked why they had not called me. The salesman said I was supposed to call them. I said no, I called with the serial numbers. You were going to contact the manufacture and call me back. He said he had not heard anything. They were waiting on an email reply. He said he would call me on Wednesday. (8/8/07)
8/9/07 I called again because he did not call me Wednesday as he said he would. He tells me he didnt know he was supposed to call me. He says they have emails from the manufacture saying the solid side with different color dots is the correct side.in other words they way it was delivered was right side out. I told him that is a lie. I told him to go get a sample and look at it. There are seams on that side where the circles have two colors blending together. If you look the striped side is more plush, softer, shinier and no seams. Very finished looking on that side. He says " I show you all my emails, the manufacture says it is right.
They say the sample is wrong. I can show you all the emails in the world and it isnt going to make you happy." I told him not only did Sofa Express mess up my material but the loveseat is the only thing the "master seal" was put on. I tested the fabric when I got home from showing him the pillow that day.
He said "Oh, really?" I told him I flicked water on the loveseat - the water beaded up and rolled off. I flicked water on the chairs - ottoman & pillows - the water soaked right in. Those pieces had not been treated on the side sticking out right now. I took the pillow - pulled the stuffing out & put water on the side I say is the right side - guess what, the water at least tried to bead up and roll off. More so than it did on the side Sofa Express claims is the right side. The salesman did not know what to say to me at that point.
I told him I wanted what I ordered and that was it. He said hed check to see if it could be put on the frame that way and call me back.
8/10/07 My husband and I go to the store. We are both very upset. No one called us back. Once again the salesman is very polite but insists he has the emails but never shows them to us. He claims they are waiting to hear back on how I want it. Then excuses himself to go speak with the manger who took off when he saw us enter the store, he was in the break room.
The salesman comes back out and suddenly they did have a response! Like magic! The manufacturer of the fabric says it can be made the way I want it; in fact the order had already been placed. The salesman states to us both that this is what his manager just now told him! He said, 2 to 3 weeks and Ill have a call from him to set up delivery. He says he will personally handle this. He then tells use we will receive a discount AFTER our order arrives.
8/24/07 The salesman calls me. Says my fabric was on back order because they had to "special" order it the way I wanted it. The new fabric came in and now it will be 7 - 14 days to get done then several additional days to get delivered.
I laughed at him and told him Im right back to the Sept. 14th date given to me back on 7/26/07 when my furniture was supposed to have been "stolen". He said he realized it and was sorry it worked out this way.
I told him I understand how warehouses work. My husband works in one and I know what kind of stuff goes on when in a pinch to fill an order. I know he is the middle man but Im just mad. All I want to be is a satisfied customer but Im getting the run around and lied to.
He said we would be receiving more than 10% as a discount then went on to basically say he was the one getting hurt in all of this. Sofa Express the company wasnt because hes the one who wont get referrals or repeat business. (as if I would feel bad for him - whatever!) I asked if he would be calling when it was done. He said yes and I told him Id talk to him when that happens and hung up.
9/21/07 I called 1800-786-7632 and asked for the supervisor of delivery/orders. (I am trying not to use her name) I get this nice lady on the phone after calling a second time. The first time I got voice mail but she never called me back.
On this second call I get her & tell her this entire story. She seems shocked & amazed. Promises to call me back after looking up in her computer and seeing there is a problem with the order. She told me my replacement furniture had not yet been manufactured but no reasons in the computer to say why.
Needless to say, she still to this day has not called me back - today is 10/4/07.
9/24/07 I leave her a voice mail. No response.
9/26/07 I leave her another voice mail. No response.
10/2/07 I have a voice mail from Sofa Express - they say the manufacture hasn't "turned out" the fabric and has not given it to them - so they still don't have my furniture. The message says to call my salesperson with any questions.
10/3/07 My husband calls our salesperson at the Heath store.
After a very long discussion he tells us the "regional manager" said he called us back in September. No he did not. He gives us that guys name and phone number. The salesman said it is out of his hands and there is nothing he can do. My husband told him this needs resolved and this is what we want: 1. Come get the furniture left for us to use, until our order was completed, out of our house 2. Refund our deposite on these pieces 3. We will pay for the loveseat that was delivered because there was nothing wrong with it 4. Call us by 5pm on 10/5 with a date & time that someone will be here to get it
If this is not done, we will be loading up the pieces in our home and deliver it to him at the store on Saturday. He told my husband "Oh, I don't want you doing that." My husband told him to call us by 5pm with a resolution.
10/5/07 No phone calls from anyone. I called the Regional Manager and left a voice mail. I called the customer service woman I talked to on 9/21/07 and left her a voice mail.
I got on line and filed a complaint with the Better Business Burea and now I'm filing this with the complaint.
I hope others read this and learn from my mistake.
The worst part is a credit line was open with this company because of that 10 months same as cash program. I can't close it. I called that company. They know the entire story. They have to get paper work from Sofa Express to close the account. I'm stuck with almost $2000 in charges and furniture I didn't pick out. Every day I wake up and walk out into my livingroom and want to vomit.
If I get any resolution to this I'll update this complaint.
0 comments