Furniture Showcase Complaint - Furniture Showcase Ripped Me Off
RALEIGH, NORTH CAROLINA -- On 3/12/2009 I ordered a new living room set from Furniture Showcase. My order was for a sofa and chair from one manufacturer and a coffee table and two end tables from another manufacturer. I made a down payment of $650.00 over the phone with the manager and he stated that the furniture would arrive in 4-6 weeks.
On 4/11/09 I called to check the status of my order and was told the furniture was due to arrive the last week of April or the first week of May. My furniture had not yet arrived by 5/9/09 and Furniture Showcase did not contact me. I called and spoke with the manager who stated that he would contact the manufacturer and call me back on Monday, 5/11/09. He did not return my call on 5/11/09.
On 5/12/09, I called Furniture Showcase and left a voicemail asking for a return call regarding the status of my purchase. Again, no one called me back.
On 5/13/09 I called and spoke with a representative who stated that the furniture was due to be shipped from the manufacturer to the store on 5/29/09. I asked what was causing the delay and why no on had contacted me. She stated that I would have to speak to the manager. I gave her my cell phone number and asked that the manager call me back. I did not receive a call back.
I called again on 5/26/09 and spoke with the manager who stated that he did not have any information regarding the status of my order and could not provide me with a delivery date. I expressed my frustration at not receiving any return calls. He again stated that he would contact the manufacturer and call me back no later than Tuesday, 5/26/09. And of course, no one called me back.
I called three times on 5/28/09 before finally reaching the manager.. He stated that his contact with one of the manufacturers was on vacation and that he was trying to reach his sales representative with the company. He also stated that he asked his boss to get involved to help expedite the process. I asked the manager to call me back the next day and he stated that he would. He did not.
I called Furniture Showcase twice on 6/1/09 and asked to speak to the manager. I was told that he was unavailable and that he would call me back. I told the representative that at this point I want to cancel my order and would like a refund. She stated that only the manager could handle a cancellation and that she would have him call me back.
The manager actually did call me back that day and again stated that he had no information regarding the status of my order and that he could not provide me with a delivery date for the furniture. I told him that I want to cancel the order and have my money refunded. He then stated that the problems were with the manufacturers, not Furniture Showcase. I informed the manager that the lack of communication from Furniture Showcase and the fact that he did not return any of my calls was my main reason for canceling. The manager then stated that he was not going to go back and forth with me and if that is the way that I felt he would cancel the orders and follow up with me the next day regarding my refund. He further stated that it should not be a problem to cancel the orders since the furniture had not been shipped from the manufacturers yet. (I find it funny that he knew that the furniture had not been shipped when he previously stated that he had not been able to contact the manufacturer.)
I called Furniture Showcase on 6/2/09 and asked to speak to the manager regarding my refund. I was told that he was unavailable and would call me back. He did not call me back so I went to the store that evening and spoke to him in person. He stated that he could not refund my money for the tables because they were already on the truck being delivered from the manufacturer. Yet he still could not provide me with a delivery date. The manager further stated that he had not been able to contact the manufacturer of the sofa and chair to confirm the cancellation. I informed him that I wanted a full refund of my deposit because it had now been 12 weeks since I was told the furniture would arrive in 4-6 weeks and he had avoided my calls. He again stated that he could not refund the money for the tables and could only refund what little was left of my down payment after he confirmed cancellation of the sofa and chair.
I again asked why I had never been contacted by anyone from Furniture Showcase to notify me of a delay with my order in the first place and why I had to initiate contact every time. The manager stated that he did not have the capacity to contact all his customers.
I told the manager that I was going to the Better Business Bureau and started to leave when he said, “Yeah, see you in eight weeks.” I became VERY upset and he told me that he could not help it if he saw the humor in the situation. I went home and filed my complaint with the BBB and understood why he laughed. Furniture Showcase has an F rating with the BBB. I am obviously not the first customer to have a bad experience with them.
I sent a detailed e-mail to the owner of Furniture Showcase on 6/4/09 regarding my experience with the store and asking for a full refund of my deposit. I received an e-mail reply from him on 6/6/09. In it he made excuses for the company’s poor customer service blaming trade with China and the sluggish economy. He did not address my concerns regarding my order or a refund. I replied to him again stating that I was dissatisfied and would like a refund. He never responded.
It has now been over FIVE MONTHS since I was told the furniture would arrive in 4-6 weeks. Furniture Showcase has deposit of $650.00 and I have no furniture.
But what can I expect? The manager and the owner are obviously very busy dealing with China and the global economy.