I ordered a bedroom outfit, including two night stands, headboard/footboard, dresser/mirror and the media center. It was delivered yesterday with a mildly damaged media center, both nightstands and the footboard of the bed.
The nightstands both have rub marks that removed some of the finish. Same thing on the media center. The back of the media center has a bent part of the backing.
The footboard is the worst. The veneer on one end was damaged and apparently the manufacturer thought it acceptable to use some waxy black substance to cover it up. Now mind you, the bed is a medium color wood so it stood out. It also has what appears to be tool marks or small gouges around that same area in 6 other places. Down toward the other end of the footboard, the top rail has a 4 inch squiggled deep scratch.
The delivery man was shown these flaws and said, well just wait a minute I'll go get something from the truck to fix it. Excuse me, but this is brand new furniture and you're not getting some sort of crayon to cover it up. I told him as much and he said he'd call the store and get someone out here to fix it. I told him not to bother that I would be calling the store before he could drive away.
Apparently he called them, because as I was calling, they were calling me to see how satisfied I was with delivery and the product. This woman started asking me questions about other than the furniture, how was my experience. Seriously? I told her I was just coming into the store to address the issue.
I got there and got the sickly sweet, patronizing bs which I knew I'd encounter. Now mind you, I paid $2500 for all this. They got the store manager to talk to me and he just wants to send someone out to "repair" the problems. I told him I don't want it "FIXED" I want new furniture. If I'd have wanted damaged furniture I'd have shopped a garage sale. He said well you paid for the protection plan.
I told him, I was aware of the pricey plan I purchased and that was for when I damaged it somewhere down the road. That wasn't to fix damaged furniture upon delivery and I wasn't paying for a half-assed fix. I wanted new furniture. He kept dancing around the issue.
I told him I just didn't want to deal with this type of shoddy business practice and low quality furniture and I just wanted a refund and them to pick up the furniture. He said well you signed the contract understanding there was a 25% restocking fee that would be taken out of any refund he gave me.
I argued that I could see if I canceled the order before it was delivered how that was only fair. But to receive damaged furniture that they wanted to color in with a crayon wasn't acceptable. He started to get rude with me. I told him I knew better than to get furniture from them as I knew other people having same bad experiences. He got defensive quoting off how the last two years they have gotten some award for excellence in the Amarillo area and how he had been there 3 months and never had a problem. Oh nice, three whole months. I'm confident now that this is going to get resolved.
So now if I want to return the damaged furniture its going to cost me 25% of the purchase price? Really? I don't think so and I'm trying anything and everything to figure out how to get around that. I have been trying to find the information for corporate when I ran across this place.
I'm not rich by any means, and I want a refund on damaged furniture. I don't think that's too much to ask for such a large purchase.
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