My wife and I visited Ritz Emporium looking for a leather sectional sofa and saw one we liked that also happened to be "on sale" and thier "Best Selling" model. We were not ready to purchase but discussed the standard issues like warranty, delivery charges, leather treatments, etc.
Since this was our first stop decided to continue shopping and finally returned the following week. As it turns out, the same sofa was still "on sale" but only available in the "mink" color on the floor model. The color was fine but we needed the return on the opposite end of the sofa and Ritz said "No Problem" and if you buy it today we can have it delivered BEFORE Thanksgiving.
We purchased a "mink color" leather sectional "On Sale" for $3472.71 to be delivered before the holidays. Two days later we get an emergency call from Ritz telling us that the sofa is not available in any configuration other than the one shown on the floor and we would have to change the color (now black) to get what we wanted. The only problem with that was that the sale only applied to the color and configuration shown in the store, any changes would up the price to full retail.
They claimed that this was a "mistake" and they had "no idea" that the "sale" sectional configuration could not be changed without changing the price, so they agreed to pay half of the $600 difference and we would still get the sofa by Thanksgiving.
Okay, so I guess it could have been an honest mistake, I agreed to pay the additional $326.70 (of course I had to pay the tax on the full $600) and we went home. After four weeks passed my wife decided to check and see what the firm delivery date was and Ritz responded "Late December".
Needless to say my wife had a melt-down and wanted me to cancel the order but that would have cost me a 30% restocking fee, not an option. They agreed to check with the factory (Klaussener) and see if the order could be expedited and they would call us back. They failed to do so. I called them and they reported no progress with the manufacturer and that we should try again later.
We still have not seen the product and now we are a bit apprehensive at what is yet to come. I don't normally bitch but this is EXTREMELY POOR CUSTOMER SERVICE at best and an out-right RIP-OFF at worst. Beware of these guys. Don't walk... RUN, AWAY AS FAST AS YOU CAN!
Jeff
98034, Washington
U.S.A.
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