My mother and I went to Hearn and paid in cash, the full $5,300 for the furniture we were ordering for her house. This included mattresses, a hutch, new table and chairs, coffee table, end tables, and crystal lamps.
We were told that delivery would be in 6-8 weeks. Delivery finally took place around the 9th or 10th week. And, not all the pieces were delivered. The lamps were missing. Upon calling the salesman, Buster, we were told that they had been backordered.
Six months later, we were told that they had lamps, but that they had "mysteriously" disappeared from the warehouse... Which is directly attached to the back of the showroom. Several more weeks to a month pass, then we are told that the lamps are discontinued and can't be obtained.
The owner, Tom Hearn tells my mom that apparently Buster is a terrible salesman that keeps costing him business in a phone call one time. Buster makes no attempt to call us at all after the initial order, we have to constantly call the store to find out what's going on. No follow ups, to make sure we got everything or to see if we're happy.
On top of this, we come to the realization that the second mattress set we ordered is NOT the one we picked out! I start waking up with a backache, and notice the label indicates a totally different model of mattress, not the BackCare model we wanted. Several arguments ensued with Buster on this one, him insisting this is a top quality mattress. No satisfaction on the fact that this is NOT what we ordered.
About nine months after the initial order, we're told that we can get replacement lamps for the same price we originally paid. So we finally get lamps, and nothing like the style we originally picked out. What happened to the other set of lamps that were on display? Why couldn't we have just gotten those instead?
Almost a full year after this disaster started, when we see anyone from Hearn when out in public, nobody is very friendly to us. It's as if WE are the cause of it all. But during the middle of all of this, Tom had to mention to us about how he had another customer come in and spend $15,000 with him, as if that meant that our business didn't mean anything to him. I will personally see to it our family does not do any business with Hearn ever again. We were a first time customer, and now we're a former customer.
David
Carrollton, Virginia
U.S.A.
0 comments