On 08/10/07 we put a down payment of $572 on our debit card for a couch that we were told would be delivered between 6-8 weeks from 08/10 as stated on the contract. After 7 weeks of no contact, we called to check on the status and were informed it was delayed in delivery. During the next several weeks, we repeatedly followed up on the status of delivery and ultimately didn't receive our couch until almost 12 weeks from 08/10.
At that point we wanted to cancel per bad customer service & Aspen Ridge breaching their contract but were willing to work with their owner Steve. When the couch was delivered, it was the wrong shape & we were told the correct shape would be ordered & delivered a.S.A.P. After owning the couch for less than a week, we had 3 separate warantee issues where buttons were popping off pillows & cushions & stitching was coming out.
We decided to call the manager/owner (Steve) to see if we could return the couch per the warantee issues & because we hadn't received the correct couch yet & received a phone call back from him on 11/21 stating he would prefer things to be worked out but that he would accept a return for a small delivery fee. As we tried coordinating the return of the couch, he decided it would be better for him for us to return the couch to the Murray store ourselves & he would waive the delivery fee. He also stated that we would receive a check upon inspection the day of the return for the remaining amount of the purchase ($1679.15).
We had scheduled to return it Sat Dec 1st but could not get a hold of him to ensure he would be in the office (like he asked us to) & then he didn't return our calls for several days due to an injury he sustained that we later were notified about. After reconnecting with Steve, he said we could return the couch Dec 11th and he would have his Murray manager sign for the return which we did.
We were still under the impression that we would be receiving a check but were notified upon return that it needed to be mailed to us & we would be receiving it no later than Dec 15th. Dec 15th came and went without a check. I called Steve to follow up & he said he would check on the status & get back to us. He told us about a week later that the check would be coming in the mail along with a form that stated we would not go to the VISA company & dispute the down payment amount of $572. He instructed us to sign that form & mail it back which we said we would. The check still did not come so I followed up again without ever hearing back from him in a timely matter.
By December 27th we were finally told that his accounting department informed him that their policy would not allow a check to be mailed without the customer first filing a dispute with the credit card company for the amount of the purchase on the credit card. Although it had been several weeks, we were willing to jump through as many hoops as we needed to to get this money refunded so we filed a claim shortly after the new year.
We heard from our bank's visa department (America First) on December 10th when they notified us they would be submitting the dispute to Aspin Ridge on the 11th as a 30 day period had to be met before it could be filed. We then called Steve 6 additional times, leaving numbered messages each time, trying to coordinate the mailing of the check for the remaining amount of $1679.15. When he didn't return my calls I decided to try calling him from a number that wasn't my own and he answered.
That call was placed on 01/15 & he said he would call me back the next day. I did not hear from him on the 16th, even when I tried calling him & after he did not answer my calls today I again called him off a number that wasn't my own & he answered. He told me he didn't have new information & hung up on me so he could take another call. At that point I called back & left a message stating we would be taking legal action by reporting the company to the BBB as a last attempt to get him to cooroperate & refund the remaining portion of our purchase price.
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