We purchased a 3 piece sofa recliner set 6-08 from American Furniture paying $1424.98. The mechanism in the sofa broke in January 09. We called and AFW sent out a tech 2-5-09 to check the sofa. He agreed that the mechanism was broke and needed to be replaced. We waited until 2-16-09 and called since we had not heard from them.
Was told by Brooke that they were working on obtaining the parts for the sofa. We were called on 2-19 and told the mfg was out of business and the parts were from China and could not be obtained. But the good news was they would replace the 3 piece with a new one and any difference we would have to pay, I asked how much credit we had and she said $1350.52 which is including tax but no refund on delivery. Thinking we might have to pay a few dollars (50-100) difference we said ok we would go look.
We spent 2-1/2 hours searching for a set that matched the color and style we had. We found nothing close to it or to the price we paid. I called Brooke and let her know but she was very adamant about the amount they would give us. I informed her the cheapest couch that came close to ours (and not even in our color) was $500-600 difference. She didn't care nor was it her concern. She was very rude and abrupt.
We waited a week to see if the prices were going down (which they did not) and called again. This time I spoke with Tim Jensen, Mgr of Cust Svc. He was even more abrupt and stated "Well you can't buy a Ford and expect to replace it with a Jaguar". He and Brooke wasted no time in telling us we could just take the money and go somewhere else and look.
After waiting a month or so (we kept looking for sales) we decided we had no choice but to buy a new set and pay the difference. When we made the call, we were told we would have to pay delivery again. I told the women, please check our file again as we were told no delivery fee since they had to come get the old set.
She could find nothing and said until it was documented she could do nothing more. Yet another call to customer service to get it straight. When we finally was on the phone making the purchase, we were told a different amount than what Brooke and Tim said.
Come to find out they overcharged us for delivery ($12.38) on the first purchase and said it had be refunded. I checked all my statements and they had not refunded it.
After calling customer service again 4-17-09 they found another error and said it would be refunded.
I also sent a letter to the corporate office but all they did was refer it to customer service. This is outrageous that we should have to pay $570.19 to replace something we didn't break.
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