Lemoyne Sleeper Informative - Poor quality and Horrible customer service
STATE COLLEGE, PENNSYLVANIA -- We purchased several furniture items from Lemoyne Sleeper in late August of 2005. There were 2 bedroom sets, a dining room table with chairs and a china buffet with hutch. The items were all financed through Wells Fargo and divided into a 90 day deferred plan (1 bedroom set) and an 18 month deferred payment plan (everything else). We were told at the time of purchasing that the items usually take from 4 to 8 weeks for delivery.
We received the 2 bedroom sets in the middle of October, which was expected. Unfortunately one of the sets had damage to two pieces (bed board and dresser). Lemoyne agreed to order replacements and to let us hold on to the damaged ones until the replacements arrived. There was still no word on dining room furniture and we were hopeful that maybe we would could received the dining room set with the bedroom furniture replacements in time to host Thanksgiving dinner for our family.
While we did receive the bedroom set replacements within several weeks, Thanksgiving came and went and there was no sign of our dining set. We tried to be patient but we did not understand why it was taken over 3 months to receive our furniture. We called the store often to ask about the status of our furniture, often greeted with empty promises that someone would call back to let us know where it was. Needless to say, the answers and phone calls from Lemoyne to us were few and far between. At some point in the winter, we were informed that Lemoynes had been having many problems with Palliser furniture (the maker of our dining room set). Furthermore, they stated that lately all of the Palliser pieces were taking a very long time. Supposedly there was a fire in one of the plants of the manufacturer. Well, as it turns out, this was actually true (that our furniture came from overseas and that there had been fire at the manufacturer’s overseas plant), although it was unclear if these two things actually combined to lead to our incredibly delayed furniture. More importantly, it was I that had to take the initiative to call the manufacturer and verify this info because no one at Lemoyne seemed to be able to give me a straight answer. Once I confirmed that these things were true, someone from Lemoyne said that overseas deliveries usually take several weeks longer than domestic or Canada-based deliveries. Why didn’t they inform us of this when we first ordered these pieces? Could it be that they left out important bits of information because we specifically said we wanted theses pieces before Thanksgiving and if they told us it would be unlikely we would buy from another retailer? Whatever the reason, three months had passed and we still did not have our furniture. We didn’t feel it was just to have our financing begin until we actually had our furniture (and Wells Fargo informed us that this was not right) so we asked for this to be redone to start the 18 month period in January 06. Surely we would receive the furniture by then. We did not receive our dining room set until the middle of February, six months after we purchased the items.
That would not be as bad, had it not been for the fact that the furniture arrived in terrible condition. The table had small nicks and there were scratches and stains on the surface and the hutch. The hutch/buffet cabinets had very noticeable damage on the tops and bottom doors. The two bottom doors were cracked almost completely through, and one top door was smashed at the hinge so that it was crooked and couldn’t close properly. At this point we didn’t know what else to do but inform the store and hope they would either take everything back or get us the furniture in the condition in which it was promised (new). They told us that if we wanted to keep the furniture they could get us a new hutch and buffet. As it turns out they decided instead to order the parts necessary to replace whatever was damaged on the pieces that were delivered. This, of course, led to another 4 month wait, with repeated calls on our part and broken promises of call backs from the store before we got the parts. Somewhere in there, it appears that the store had delayed the order of the parts for some unknown reason. Then of course the parts that were ordered were not complete (no hinges were ordered for the replacement doors). This may have been avoided if they had just reordered the whole piece over again. Still, we waited and tried to be patient. Meanwhile, we were six months into our already delayed 18-month deferred financing period and there we still didn’t have the furniture in the condition it was meant to be in. Not until August of 06, one full year after purchase did we finally receive the parts we needed to make our set whole and undamaged.
Through this entire ordeal Lemoyne Sleeper has approached us as though this kind of thing happens everyday. However, according to the manager, the amount of time that we have had to wait is quite unusual if not unprecedented. At this point, I feel it would be fair for Lemoyne Sleeper to provide some type of discount or savings given the extraordinary hassle that it has been to both wait for the furniture that we purchased and, frankly, to deal with them and they way they have ignored us. However, management feels they have made an adequate concession by restarting our initial deferred financing (on the dining room furniture) six months after the purchase. This was not a favor to us because we had not yet received the furniture. The furniture that we had received in a timely fashion (one bedroom set) we paid off in full as promised and on schedule.
From my perspective this comes down to a very simple notion. If I had walked into Lemoyne Sleeper last August and they would have told me that I would have to wait a full year before my furniture got to me (for whatever reason), I certainly would not have paid full price. They are asking not only that we pay full price, but that we swallow their awful customer service to boot! For someone who has tried to be incredibly patient throughout this process that is just too much. It is not fair nor is it good business practice from my perspective.
I would advice anyone in this area to avoid lemoynes if at all possible! They care more about selling furniture than pleasing customers. Sadly we are not the only story of this kind where they are concerned. I wouldn't accept furniture from them if someone paid me--- I don't ever want to talk to those people again.