I bought a couch from the Furniture Row / Sofa Mart store in Lubbock, Tx. Beautiful couch, I am pleased with the couch itself. A few months after owning the couch one of the support beams had broken. Since I knew I was still under the 1year warranty I called the store and started the transaction for what i thought would be an easy process.
The first phone call was easy enough I reported the problem and the person helping said they would send a fax with my information to the technician who would be coming to my house to inspect the couch. After a week, with no reply from Furniture Row I called to check in, to my surprise the fax machine had "eaten" the original fax and my information was never sent out. They let a week go by without fixing this releatively easy issue.
They sent out my fax again, a few days later the technician calls to say his daughter is sick and cannot come to fix my couch this week. The next week, the same technician calls to say that he is sick and is taking another week off. FINALLY! When the tech comes (it's almost been a month) he sees that the couch is broken and he cannont fix it therefore furniture row will have to send me a new couch. as he is inspecting the broken piece he sees that the chase portion of the couch is also broken and cannot repair it so both pieces needed to be replaced. he said it would take until mid-week the following week for furniture row to have his report and call me to sechdule a delievery.
the week went by and NO call, So i called, no report. I called the next day, no report, and the next, no change. I finally asked "what exactlly do you have to do to get the report?" the manager, nathan said "he had to send an email to the tech" so i decided to wait on the line so he could do that and get my response. it took for me to be an annoying client and holding him by the hand so he could do his job! he FINALLY got a response and said he would call back to schedule the delivery of my new pieces.
TWO WEEKS & MULTIPLE UNRETURNED CALLS LATER... they call to schedule the delievery. When i ask what they will be delievring they respond "just the chase, thats the only thing on the report" which is completely false since i saw the report the tech submitted. i left messages with the manager nathan for 2 days until he finally got in touch with me and told me he would only be replacing one piece. i was fuming (at this point it had been almost 2months), i explained that if he simply called the tech and asked for the correct report he would see that the report clearly states 2 pieces need to be replaced. he answered with "you can call my regional manager he can explain it to you, i'm not doing anything else for you" after a furious conversation i call the regional manager Lowie, thinking this would be more help. HE WAS EVEN RUDER THAN THE MANAGER. He said he had the report in his hands and i was incorrect. I told them i would call the TECH myself, lucky me I save all numbers. I called the tech and he confiremed that he wrote on the report that 2 pieces needed to be replaced, i asked him to fax it to NATHAN and LOWIE immdiately. A few minutes later, i recieved a call from Nathan saying i was correct 2 pieces needed to be replaced and now i have to wait another month for the furniture to come in and be delievered to me...
THIS HAS BEEN THE MOST UNPLEASANT EXPERIENCE I'VE EVER HAD TO DEAL WITH. THIS COMPANY AND MANAGEMENT HAS NO INTEGRITY OR MORAL VALUES. I SUSPECT THEY HAD THE CORRECT REPORT THE ENTIRE TIME AND WE JUST TRYING TO SCREW ME AS THEY HAD DONE THIS WHOLE TIME. I RECOMMEND YOU DONT EVEN WALK INTO THIS STORE. I GOT APPROVED FOR A LARGE CREDIT LIMIT WITH FURNITURE ROW AND MY HUSBAND AND I WERE GOING TO REMODEL THE HOUSE... AFTER THIS EXPERIENCE YOU COULDNT PAY ME TO STEP FOOT INTO THAT PLACE!
Monetary Loss: $1.