My husband and I recently bought a living room set (not even a month ago) and my husband noticed the back of the couch was loose or in other words bent in and out a little in the middle of the supportive back of the couch. With the couch being so new I called customer service to see what my options are. The lady was a little rude and scheduled a tech to come out to inspect it. Once I hung up I noticed she didn't answer my question of what my options are if something was wrong with it. I called back again with another slightly less rude person. I remained calm and explained that I was worried that if a tech comes out what he will do, why would a company have a tech come out to repair furniture? It's not like it's an appliance. Then I explained that if the tech makes "this report" which she explained to me then sends it off to corporate and then they decide that is it a manufacture's defect (by this point I realized I may have thrown my money down the drain) they will then replace it or explain what would happen at this point. She then told me that she can not give me an answer because she does not know what will happen. I just don't understand how customer service does not know it's policies or procedures to answer simple questions (I thought they were simple). I just want to know can I just return it for another couch exactly the same style? Please tell me!!
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