False Advertising and Horrible Customer Service
EL CERRITO, CALIFORNIA -- My family and I recently purchased the Maverick Dual Reclining Sofa from the Jennifer Convertibles location in El Cerrito. Prior to our visit to the store we visited their website and saw that the piece was on sale. When we arrived at the store we located the piece, tested it out, discussed the color options, and decided that the Sand color would best suit our current living room arrangement. After we made the decision we sought out the sales associate to ask her a few more questions and finally place the order.
The associate who helped us out was very pleasant, and we left the store quite satisfied with our experience. However, the next day we receive a phone call from the store to inform us that we had been incorrect charged for our piece and only the Cobblestone color was on sale. In order to keep our selection of Stone, we were told we needed to pay an extra $100. We told the associate that this was odd because there was no indication on the website that made consumers aware that only one color was on sale, and there was no clearly displayed sign in the store to inform the customer either. She said that there was and she was looking right at it. I told her that if that was the case, it was not properly displayed while we were in the store because four separate pairs of eyes did not catch the higher price for a color selection. I also brought up the point that on their website there were other items on sale and that certain ones were listed with a clear color restriction, and that the Maverick one did not. Her response it was, "Oh it's clear that the piece pictured is Cobblestone." As a consumer who does not work for Jennifer Convertibles, how am I supposed to know what color the piece in the picture is. On other pieces on sale there was a written description of the sale color such as mocha, beige tweed, or celery, but not on the piece what we purchased.
Since we were not making any headway with the person on the phone, we asked for the contact number for the district manager. We were concerned because in California, the customer has the right to purchase an item for either it's advertised price or the price that is displayed on the item at the time of purchase. We called the district manager and left a voicemail. He returned our call later that day, and this is where the customer service and the story takes a turn for the worse. While he conceded the point that there was no indication on the website, he maintained that we should have seen the price tag in the store. When I once again told him that four people did not see that sign, including one of his employees, his first response was that the employee was new then started to accuse me of trying to deceive him. What kind of customer service is that?! We ended the call by canceling the order and to really have a great ending the DM simply hung up on us after we canceled.