RE: City Furniture Invoice No. 741703 for $1,985.28
On Monday, May 23, City Furniture delivered a sofa and love seat to my home while I was away unexpectedly at my corporate offices in Reston, Virginia. During my absence, Robert C. Mahoney, a friend, without my consent allowed City Furniture delivery personnel to enter my home to make the delivery. Mr. Mahoney claims he did not sign for the delivery, (Mr. Mahoney’s Sworn Affidavit Attached) as he was aware of another recent delivery by City Furniture (Order #745471) which was delivered defective, but resolved, after I noticed a chip in the wood on a cocktail table moments after the delivery.
I arrived home late Thursday evening, May 26, to discover the sofa and love seat in my living room. Upon inspection of said items I discovered both items have mechanical defects in their ability to recline easily and the foot sections would not lock into place without tremendous force.
On Friday, May 27, I contacted City Furniture Customer Service. Customer Service stated they would send a repairman to my home to attempt to repair the defects, however; I demanded a replacement as I purchased new products and did not want defective merchandise repaired. Customer service agreed and issued Exchange #333545. A moment later I was told an exchange would not be possible because only the love seat was in stock and that the sofa would not be available until June 11.
On Friday, May 27, I contacted Card Services to file a dispute. During a conference call with Card Services and City Furniture Customer Service, I explained I wanted the items exchanged on June 11. The end result was concluded that I would return the defective furniture to City Furniture at my own expense. It bears noting, City Furniture Customer Service told Card Services and me that I could return the furniture to City Furniture’s Boca Raton, Florida store.
I hired a moving company for $150.00 whom delivered the items to the store’s receiving and delivery entrance located behind the City Furniture store in Boca Raton, Florida on Saturday, May 28. The store manager, Johnny Lagreca, met me outside the door adjacent to the receiving and delivery entrance immediately following the delivery and advised me that the items needed to be taken to another City Furniture location in Tamarac, Florida, contrary to the conversation with City Furniture Customer Service. Unfortunately the delivery truck had left. I telephoned my moving company with this information and was informed that they were busy on another job and could not return to the store. I advised the moving company to telephone Mr. Lagreca to explain the situation since Mr. Lagreca acted hostile toward me, and in addition, moments later after I left the store, Mr. Lagreca left me a threatening voicemail message explaining that if the sofa and love seat were not picked-up he would leave the items outside the store exposed to possibly bad weather and theft. I returned to the store an hour later and the sofa and love seat had been taken inside the store.
On Monday, May 30, I contacted Card Services for assistance to resolve this problem by replacing the defective items to avoid having to file a dispute.in a conference call with City Furniture Customer Service, Card Services and me, we were advised that the items were located inside City Furniture’s Boca Raton store. Furthermore, City Furniture Customer Service told us that City Furniture would not exchange the defective sofa and love seat, but would attempt to make repairs only if I arranged for my moving company to remove and transport the sofa and love seat from inside the Boca Raton, Florida store to my home. Consequently, this resolution was unacceptable and I refused to subject myself to pointless efforts and further hostilities potentially directed toward me by the store’s manager, Mr. Lagreca.
Following the telephone conversation between the Card Services representative, City Furniture Customer Service and myself, I learned of a hostile and threatening voicemail message left for me by Laura Hoehne, City Furniture’s director of customer service. Ms. Hoehne stated, “If you fail to have your moving company pick-up the sofa and love seat, the items will be thrown in the trash on June 4.” Ms. Hoehne stated erroneously that an invoice I allegedly taped to the sofa damaged the leather. I did not tape an invoice or anything else to the sofa or love seat and have no knowledge what Ms. Hoehne is referring to by that particular statement and believe it was an attempt to further intimidate me.
On Monday, May 30, I visited another City Furniture store located in West Palm Beach, Florida
And spoke with store manager Bryan Murphy. Mr. Murphy telephoned City Furniture’s Boca Raton, Florida store manager, Mr. Lagreca on my behalf. Nothing was resolved.
On Monday, May 30, I was willing to accept a replacement of the defective sofa and love seat. Due to the hostilities imposed upon me by Mr. Lagreca and Ms. Hoehne and City Furniture’s refusal to exchange the defective sofa and love seat, to resolve this matter amicably, I demand a store credit in the amount of $1,985.28 for my return of the defective sofa and love seat to City Furniture, Boca Raton, Florida on May 28.
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