Sofa Express Complaint - Bought a bed and bad service
TRI COUNTY & HQ, OHIO -- I bought a bed from Sofa Express in Tri County by Springdale Ohio. Realizing that my Fiancée and I were going to have this be for at least 8 years, we bought a good one. Top end. We didn't know we bought it from a bottom end company.
The purchase went fine. The sales rep was a nice guy who said that if we had any problems to give him a call.
We had problems.
The bed was delivered, it looked a little worn but I figured in a warehouse some things are going to get a little dirty and banged up. But after sleeping on it for two nights my Fiancée, who is pregnant, started complaining she was rolling into the middle of the bed. When I got on the ground to look at the frame and make sure it was level I saw that the middle support leg wasn't there.
I'm a Marine, not know for being the smartest of people, but even I can figure out 5 metal nubs need 5 plastic legs. So I call the sales man. He was too busy to talk to me. Then I called for a Manager, at which time the customer service girl answering the phone told me, "you don't need to talk to a manager sir. I will take care of you."
After restating that I wanted to talk to a manager 4 more times I was put on hold. TWENTY MINUTES LATER, the same lady came on the phone and told me that there were no managers available as they were at dinner. So I finally told her my issue. She connected me to the warehouse that set up a time to come out and put the leg on the middle of the bed, she apologized for my trouble and gave me a $75 credit.
5 days later. The bed service technicians came out to fix our bed, BUT, upon close inspection were able to deduce, they didn't bring the part to fix it. OOOPS!
5 more days, and mind you this entire time my pregnant Fiancée and I, who just bought a top end bed, are sleeping on the couch, and they come out with a whole new frame. to replace the one that was missing a $4 dollar leg and I was told we would get another $75 credit. Good. The second $75 credit hasn't shown up in 3 bills.
Well the bed still didn't feel right. I spent another week calling to get a hold of a manager and when he finally returned my call his solution was to just try sleeping on the uncomfortable thing for a few weeks. So we did.
A few weeks later when all we could talk about was how bad our backs hurt I called back. No manager again. I left a message a day for 3 weeks. Finally my fiancée’s Grandmother went to the store irate. she got to talk to someone in the customer service dept. This lady told her she couldn't talk about the purchase to someone who wasn't involved with the purchase and to have me call her.
I left her 1-4 messages for 2 weeks. I went to the store. At this point all I want is my money back because I don't ever want to deal with anyone from this company again. I finally received a message on my cell stating that I needed to call to set up delivery of a new bed set. I went to the store and caught the manager, who told me a refund was out of his hands and he would talk to the district manager who was in the store that day, JUST OUT TO LUNCH! (ROFL) He said that he would have him call me in the next 4 days, never happened. I spent the next week calling for the District Manager and getting voicemail. I asked several times to speak to his boss, "he's on vacation", Finally I got the CEO's secretary who walked down to the customer service manager and told her to call me. She did about 3 hours later. After hearing a disjointed recollection (I was trying to tell her everything without getting angry) she actually asked "Sir if you got this mattress so long ago why haven’t you taken care of this sooner?"
Well after we finally hashed that out she said she was going to look into this and call me back at the beginning of next week. Here it is Wednesday, the middle of the week, and no call, so I called her, and guess what, I got a voicemail.