My sister and I bought a sofa for our mom who is disabled. Prior to the purchase, we had the store confirm that the sofa would stand up to long hours of use daily. Within the first week of purchase, the item started sagging. After a few phone calls and complaints, the store sent a representative to check and it was decided that the item was damaged. They picked it up and issued a refund after another few calls and two trips to the store to prove to them that they had no sofa that can withstand lots of use, no sofa with high density foam can avoid sagging if the construction of springs is not adequate.
The problem is that they refuse to refund the shipping charge. I made numerous calls to petition this. The representative at the actual location of purchase finally agreed with me that if a store sells a damaged item, the refund should include shipping charges but she was told by her managers that only the national corporate office could settle this. I was told my complaint had been forwarded to the office so I waited and waited but heard nothing back. I tried calling them myself but I always hit a dead end and received no call backs. I am really unhappy that I not only wasted over 60 hours on this issue but I loss $100 on shipping/delivery charges for an item that was damaged to begin with.
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