ComplaintsforHarris Furniture

• Initial Complaint

  05/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a sleeper sofa on 4/28/2023 and paid $179.99 for them to deliver it and set the couch up. On 5/16, they attempted to deliver the furniture and the delivery team said that due to the entry way of the room, the couch couldnt be delivered. On 5/16 around 11:45 I asked to speak to their customer service to issue a refund. I spoke with ******, who claimed that she couldnt refund me the $179.99. I asked where this was in her policy and she couldnt find it. Instead she said that she was lucky I was getting refunded on the sofa at all. Again I asked where any of this was in the policy and she couldnt answer my question. The policy does state that once an item is delivered, there are no returns. Again, they were not able to deliver, so to me that nulls that contract and we should be refunded our $179.99

  Business response

  05/16/2023

  Good Afternoon. 

  According to our records, we do have a purchase on file from 4/28/2023 for a *********************. ************ purchased an Altari Sleeper Sofa (item #*******) from our North Newport location in Spokane, WA in which she also purchased the ***** ********************** ($179.99). We received the product into our warehouse on 5/6/2023 and called the customer the same afternoon the schedule delivery, which was to be completed on 5/16/2023.

  Our delivery team was dispatched today (5/16/2023) to the customers home to deliver the piece. Unfortunately, the sleeper sofa ************ purchased would not fit into the home, and the delivery could not be completed.

  As our policy states (as can be seen on page 1 of the attached invoice), it clearly states "NO RETURNS OR EXCHANGES". Because of the unfortunate circumstance of the sleeper not fitting, we offered a full refund for the product that was special ordered - bypassing our standard policy. Since (in good faith) we special ordered, received, and attempted delivery (which involves the time, staffing, gas, wear and tear on vehicles, etc) we did not refund the $179.99 delivery fee. This policy is also highlighted on the back of the invoice that ************ signed (and has been highlighted for all parties involved to see). 

  We have gone above and beyond our standard policy or ************ thus far, but the refund of the delivery fee unfortunately cannot be processed. 

  
  We hope all parties can understand in this matter.

  Customer response

  05/16/2023

   
  Complaint: 20066292
  
  I am rejecting this response because:

  The Policy clearly states that no refund or exchange will be allowed if the product is delivered. The furniture was never delivered. What service was rendered that I am paying ****** for?

  
  Sincerely,
  
  *************************

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