ComplaintsforLehnen's Furniture & Mattress
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Complaint Details
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Initial Complaint
05/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I wish to return the leather couch that I purchased and I'm getting the run around . The receipt says no refunds or exchanges. I would be willing for the to come and get it and to pay a restocking fee.Business response
05/30/2023
I wish to return the leather couch that I purchased and I'm getting the run around . The receipt says no refunds or exchanges. I would be willing for the to come and get it and to pay a restocking fee.
The customer was made aware of our policy they signed that ALL SALES ARE FINAL in her phone call to the store. It was explained that we do not deal in used furniture, and since the sofa had been delivered to her home. She had waited for three days to decided she didn't like it. She called once and was told the policy. She commented she didn't sign it, but she was with her husband when the purchase was made. Then she called back and demanded the last name of the person who answered the phone. We do not give out that information. In the end we did up pick up her sofa and printed a refund check. She did not want to pay the restocking fee, so she chose to pick out another sofa and use the in-store credit against the new sofa. I feel we went above and beyond to satisfy this customer issue. We set aside our policy and allow her sofa to be returned. We now have a sofa that cannot be sold as new.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.