ComplaintsforFurniture City

• Initial Complaint

  04/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  The store manager **** refuses to take responsibility for not updating my sofa order correctly and ordering the wrong pillows and wrong chair to my custom order. On 2/4/23, I received the wrong pillows to my sofa set and they were trying to deliver the wrong chair. The delivery driver verified with store (*****) that it was the wrong chair and didn’t deliver it and took it back. **** insists to blame me for his negligence/oversight/mistake. They are charging me $1,999. for the chair I never ordered or received and they've already been paid by Synchrony. It's been a horrible nightmare dealing with this company going back and forth and getting nowhere. So, basically I'm stuck with a $6,400, bill unhappy and with the wrong pillows and NO chair, but yet being billed for it. I want to receive credit on my account for the chair I never received or have in my possession. I dont want store credit, I shouldn’t be forced to buy anything else from this place, as they are untrustworthy and have horrible business ethics and don’t take responsibility for their mistakes. I understand their was a contact signed/special order, but **** (manager) made the mistake not me. I shouldn’t be penalized for his mistake/oversight. I want this store to do what’s right and not rip me off of $ 1,999.00. I don’t want to do anymore business with this company

  Business response

  04/21/2023

  Please see attached for business response.

   

  Thank you

  Customer response

  04/25/2023

   I am rejecting this response because:
  
  Good Evening,

  
  

  On Oct. 30, I went to the store and picked the stated merchandise, but I asked the salesman ** to please not place the order until my husband came into the store to see the merchandise I chose.  I mentioned to **, since it was a big order,  I wanted my husband to to be in agreement with the merchandise  before placing the order and he agreed.  A few days later my husband  I went back to the  store  and met the the sales manager  Will my husband mentioned  to me  the 1/2 chair I chose didn’t match and  that he didn’t like the 1/2chair, or it didn’t match the sofa and loveseat.  At that time Will mentioned that I could change the 1/2 chair to match the sofa set I picked out. Will would not allow me to just cancel the  1/2 chair altogether even though,  at this time no order had been placed.   Will mentioned the  1/2 chair came in the same size and pattern, as the sofa and loveseat I chose out.   He even took out his measuring tape and measured the chair to make sure it was the same size as the initial 1/2 chair I chose.   At, that time Will helped us pick out different pillows, since we changed our initial order.  Where things went wrong is that Will never updated the order in the computer and 6+ weeks later we received the wrong pillows and they tried to deliver the wrong 1/2 chair.  I told the delivery guy it was the wrong pillows and he mentioned that we needed to accept the delivery of the sofa and loveseat and to call Will about the pillows.  They were trying to deliver the wrong  1/2 chair but after going back and forth the delivery guy spoke to ***** at their shipping dept. and she agreed it was the wrong  1/2 chair, so it wasn’t delivered.  I would appreciate getting credit for the 1/2  chair they ordered in error.  Yes, this merchandise is a special order, but I wasn’t the one who made the mistake and shouldn’t be penalized for their errors.  Fixing the problem is ordering a custom 1/2 that takes 6+ weeks to make.  The 1/2 chair still needs to be made, so I don’t understand why I just can’t get my credit card credited.  When I told Will they had delivered the wrong pillows and chair he became very defensive and argumentive and proceeded to blame me by stating “ I know what your trying to do” “ I cannot change the pillows because they are custom order”.  After several phone calls  and going back and forth is when he stated he would change the pillows.   I would appreciate getting my credit card credited for the 1/2 chair I don’t have and I’m still paying for. 

  
  

  Regards, 

  
  

  
  

• Initial Complaint

  12/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I bought my furniture about four months ago and I have not received all my pieces and every single time I call them they give me attitude and they are a very dishonest company.

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