About a month ago, I had e-mailed the corporate office of Fred Meyer, regarding a sectional sofa that I had seen a few months prior, but could not afford at the time. I was contacted by "G" a few days later by e-mail, saying that they did have the sectional, but only had one left in stock. "G" told me that she tracked it down in Utah, but would deliver it to a local Fred Meyer store here in Oregon for free. I told her how much this was appreciated, and she proceeded to write a few e-mails later, that not only would they do this, but I would also get the sectional 50% off the already clearance price of $719. I was so happy with the deal that I received!
After waiting 3 weeks for the sectional to arrive, we finally got a call from the local store last Wednesday, that it had arrived, and was wrapped and ready to go. My husband went down to purchase it, and said that he would be back on Sunday to pick it up, as his friend with a truck would not be in town until then. "A", the rep in customer service, said that would be fine.
So yesterday, two workers from the Fred Meyer store, loaded the sofa onto our friend's truck, and we drove it 2 miles back to our home. As my husband and his friend unwrapped the sofa, they could not help but notice that the entire right side had been crushed. Not only that, the outside packaging was still intact, which meant that whoever packaged it up, was fully aware they were shipping a damaged sectional sofa. They immediately loaded it back onto the truck and returned it back to the store (we have opted to wait on getting a refund, because we are still out of a sofa).
I called Fred Meyer this morning, where "A" apologized for the inconvenience this has caused. (We donated our old sofa to the Salvation Army, as to make space in our living room to set up the sectional.) He said that all he could do, was contact corporate to explain what had happened, and wait until I was called back. I told him that this was ridiculous, as they had made notes to watch for my sectional to come in; and why would they sell me something damaged without inspecting it. "A" said that he was the one who "inspected" the sofa, and through the cardboard and plastic wrap, everything seemed fine.
So earlier this morning, "N" ("G"'s co-worker) called from corporate, telling me that all he could offer was a refund and an apology, as the sectional I had purchased was the very last one. I said that this was not acceptable, as an apology was not going to fill my now empty living room. He apologized again, and told me that he would contact his boss. A half hour later, he called back, telling me that he could do two things. He said there was a 91" sofa that was on sale for four-hundred and something, but he could get it for me for what I paid for on the sectional. He also said that there was another sectional, but it was going for $799 on sale, and that he could not bring the price any lower than that. I told him him that was ludicrous. I asked him why would I want to get rid of my old 91" sofa for an even uglier one, when I paid for a S-E-C-T-I-O-N-A-L? And if they were offering another sectional sofa, why would I want to pay an extra $450 on top of what I paid on the other, when I would be settling for a color that didn't match what I had? He told me then, that he would contact his boss' boss. (By this time, I couldn't help but feel like I was buying a car!)
He had finally called back, but he told me that his superiors wouldn't come down that low, and said that the only option I had at that point was to get a refund. "So basically I threw out a functional piece of furniture for the hell of it, when your company clearly agreed that they were the ones at fault to begin with?" I said I would call them back later.
So far, I've contacted the customer service center through The Kroger Company. The woman who answered (albeit she was only taking my information down), sympathized with my situation, and told me to hold onto my receipt until I was contacted. She said that she would forward my case onto the department who receives these kinds of complaints, so that they could "recitify" the matter. I certainly hope they can, because the only one who is happy with my empty living room is my 3-year old!