Sofa Express Complaint - Love Seat: Paid In Full, Let Down Heavily
SPRINGDALE, OHIO -- For Christmas this year, my husband finally agreed to let me get my long-awaited loveseat for our family room. All day Vet's Day weekend, we journied to several different furniture stores when we ended up at Sofa Express & More in Tri-County (Springdale, Ohio). Much to my delight, they had a wide selection of sofas to choose from, one of which I adored!
The sales rep was wonderful, she answered all my questions and was very courteous in handling our order. She advised me of the pickup date (10 days from the date of purchase) and was even kind enough to send a thank you note a week later.
What's the problem you ask? Well...
10 days later I called to confirm an adequate pickup time only to find out that my sofa hadn't arrived. They assured me it was due to the overflow from the holiday weekend and that I would receive it no later than Friday of that week (this was Tuesday, mind you).
Friday, I call again to confirm a pickup time. What do you know... but my sofa isn't there! Now, I'm mad. The girl who answered the phone heard my complaint, offerred to give me free delivery and said she'd get a manager on the phone to coordinate the reschedule. When speaking with the manager, who promptly told me that it wouldn't be wise to do delivery because they couldn't guarantee a delivery date, then advised methey'd take care of it right away and they'd even give me a $50 store credit since I'd paid cash for the sofa. I accepted his offer, only to have him put me on hold for 30 minutes and never pick up the phone again. I hung up, called back, demanding to speak to the store manager, only to speak to a girl named Melissa, who seemed to do all she could, placing me on hold periodically while she tried to get the loveseat to me within the next few days. She then advised me it was too late to have it for pickup Saturday, but she would have it to me by Tuesday (two days before Thanksgiving). I agreed, but I also mentioned to her that if the loveseat did not arrive as promised, I would cancel my order and expect a full refund immediately. She agreed and left it at that.
I anxiously awaited Tuesday, since I really wanted to have my loveseat for the holidays. On Tuesday morning, I called, for the last time, to schedule my pickup.
THE LOVESEAT STILL WASN'T THERE!
This time, they claimed Melissa didn't put it in the system in enough time to get it to me by Tuesday. I was irate at this point. I demanded to speak to the store manager. When Mike got on the phone no better impression of indifference could have been demonstrated. Not only did he not apologize to me, he could care less that my order had been repeatedly messed up. He told me that he could have it at the store by Friday (the day after Thanksgiving). What do you think I told him. "Sorry, Mike. But I've given your company adequate time to give me my sofa and three times now you haven't delivered. I'm done waiting. I want my money back immediately."
So far, I'm waiting for my refund to be processed on my VISA. Thank goodness I used that in case they don't follow through (again).
Fair warning to readers of my experience; I am not the only one who has had similar issues with this store. It was only today that I happened across this site to add to the list of complaints. Shop a more experienced and customer friendly store (Furniture Fair is a great example) for you furniture shopping needs. Sofa Express has lost a first time customer for good.