I spent 4 hours at your store on 7-21. I wanted to purchase a couch and chair from you on your "get a matching chair free sale." However, this was a huge investment for me.
At one point I left your store and visited a competitor down the street just to compare value etc. I also went home to enter the options into my computer/budget and create pro versus con lists to help me make a decision.
I eventually returned to your Sherman Oaks store that same day with the intent to purchase. At that time another wrench was thrown into the works. Your sales people informed me that the particular location of theirs was being liquidated and they were starting a 50% off floor model special.
I debated with myself again. I did like the floor model, however the price couch and chair were going to almost equal the free chair and couch with custom fabrics. So I had decided to order the fabric that I preferred ONLY because I was ASSURED that it would be delivered within 4-6 WEEKS!!! I was approved for 0% financing no payment for 1 year - but was asked to place a $404 deposit - which I did on my 21% APR credit card.
I waited 4 weeks and wondered if anyone would be contacting us for delivery. I was not contacted within the 5th week so I opted to inquire myself with the cooperate office. At that time I was informed that the company had filed for bankruptcy and had not bought any fabrics to make custom couches or chairs. I was informed however that my fabrics were ordered and they would be delivered to the factory by 8-31-01 and then my couch would be made.
I began to get nervous and decided to call after the due date to confirm their receipt of my fabrics etc. I was told that my fabrics did not arrive and that the new arrival date would be 9-31-01. After that, they told me, it would be another 2-4 weeks until delivery. If that estimate was accurate I would have been waiting for my couch for 13 weeks. I was outraged and livid. This would be unacceptable.
At that time I demanded to speak with a manager and was told by the supervisor (Deborah) that I did have the option to go back and choose another fabric that was actually in stock already so that I may receive my couch faster. I did go into a store location again. This time I drove 20 miles to Woodland Hills (because I was upset with the less then honest salesmen at the Sherman Oaks branch).
While there, I was told by the clerk that it was no accident that EVERYONE'S fabrics were due in on Sept 31st cause that was the day that the court was scheduled to tell Krauses whether they could continue business or not. She said that we may have to start considering that we would never receive our couch or chair. I was also told by the clerk that there WERE NO fabrics in stock and that even if there were, Krause's was ordered by the court not to change any orders at all. That experience discouraged me.
A couple of days after I called the corporate offices again to complain and inform them what the Woodland Hills people told me. The customer service representative said to me that what I was told was false. There was NO threat of me not receiving my merchandise. She ASSURED me once again that no matter what happened, they were ordered by the court to complete all of the orders and that I WOULD NO DOUBT GET MY COUCH AND CHAIR. I was being told conflicting things from the stores, coporate, managers, etc it really confused and frustrated me. However, I had no choice but to hold out for my sofa and chair. After all, I had already waited 8 weeks.
In the mean time, at home. We had planned a party for prospective clients and partners of my husband's home based business. We were so embarrassed about our dirty, old, ripped, uncomfortable, unmatching and unprofessional appearance of our old couch that we were forced to cancel. This effected my husband's potential clients and lost him many job opportunities. Our social life was impacted as well. We were not comfortable asking guests over, in fact if someone came to pick us up, we would not even allow them to use the restroom, due to the fact that they would be able to see our unsightly couch.
I have been so preoccupied with the lack of new furniture in my home - that this situation has even caused fights and discord in my relationship with my husband. Plus, I spent several hours on the phone with your customer service, which happened to cooinside with my own working hours and thusly deplete my work schedule, my reputation with my boss, and since I was often upset - I believe that I have
The Monday after 9-31-01 I rushed to the phone to call Krause's for the status. I was given bad news. They had gone out of business and they were not going to fulfill my purchase order. I was extremely upset. At that point I had already waited for 9 weeks for my couch and chair. I was told to file a claim with the bankruptcy court, which may take up to 1 year or more to reimburse me. All of this waiting and being lied to and tension at home and work and with friends for NOTHING!!! I can not easily buy another couch.
I do not have the time nor the money (without the 0% financing and delayed payments). Not to mention I had already shopped around for several weeks and this couch was the only style that would have satisfied our needs. The free chair option also helped my husband and I to come to a compramise about a recliner (which we would never be able to afford without that sale). We deserve our couch and/or the value of our couch - or at least the difference of an equivilent product.
We deserve to be compensated for the time we waited over the stated contract amount. We deserve to be compensated for the trouble and heartache that we have had to experience professionally, personally and socially. We deserve to be compensated for the $404 we put down as well as the 21% interest we have been paying on it as well as the 7% interest that it could have been making if we had placed it in our savings account instead. We deserved the truth and we deserved good customer service. None of which we had recieved.
I have estimated our expenses and what we expect to be reimbursed for this horrible experience as follows...
1-down payment $404
2-credit card interest @ 21% aprox $16
3-interest in savings @ 7% aprox $5.50
4-time on phone, waiting, driving, deciding @ $7 per hour $74.50
5-difference of other couch custom with matching recliner $1000
6-pain and suffering $500
7-loss of potential client and work $2000
Total we deserve to be reimbursed for this horrible experience $4000.00 OR we will be willing and happy to receive our couch and chair (as ordered) with no additional obligation, because that is really all we ever wanted.
Thank you,
Emma Fitzgerald
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