I purchased a Samuel Lawrence San Marino sideboard server from Living Spaces Furniture on 12-08-2012.
I had asked to see the actual piece that they were going to deliver to me on the 9th to make sure that it was not defective before they delivered it 2 hrs away. They would not let me do that. They said that it was going to be delivered brand new in a sealed box and they would open it in front of me to inspect at that time. They went on to say that the reason they couldn't open a box up and let me inspect the furniture piece I bought at their warehouse, is because it would be considered used if it didn't pass my inspection. That is why every piece they deliver is in it's original box and opened in front of customer. If the item is found damaged after opening the box, it would be considered manufacture damage and they would get credit for it. I was promised that if the piece was damaged or defective, they would take it back and I would be given a full refund with no restocking fee. I had them write that on my receipt.
When my server was delivered on the 9th and not only was it NOT sealed in the mfg's box, it wasn't in a box at all. It was only shrinked wrapped once around with no other protection during transit. Before they unwrapped the furniture, I immediately noticed fresh damage at the top front of unit poking through the thin shrink wrap....when they proceeded to unwrap the server, there was considerable fit and finish defects throughout. Glass was scratched, doors were warped and did not close, back panel scews, all 16 of them, were redrilled numerous times and some redrilled into the side veneer where veneer popped out. Overall, the unit not only looked defective but used.
I was told by management at the store that my server would be delivered brand new in original mfg's box....it was not. Basically they lied and I believe they delivered a used and damaged piece to me.
I immediately called and complained to the store operations supervisor by the name of Charles. He would not give me his last name. I told him about the delivery and asked him if he wanted me to take pictures of the damage and manufactures defects not to mention that I thought it looked used considering all the re-drilled screw holes on the back panel and scratched glass. He said no, it wasn't necessary, just refuse the delivery and he would give me a full refund. He also said he would give me a call in a few days to let me know why the server was not delivered in it's shipping box.....he never called.
A week later, I finally got the refund but it was minus the delivery fee. I called Charles up and ask him about why he didn't refund the delivery fee of $69. He said that when they received the server back, they inspected it and said that there was absolutely nothing wrong with it and that is why they charged me the delivery fee. I told him that was BS and unacceptable and he hung up on me.....he wimped out. An operations manager that wimps out under heat. What was he expecting from me, to tell him what a wonderful job they did?
Even the delivery guys told me that the unit in their opinion looked used......and they could hardly speak English......but they did speak out and tell me "it's used"! They actually told me that it looked used after showing them all the damage, what does that say?
I drove over 250 miles round trip and had the worst customer relations experience from beginning to end with everybody at this store except for the salesperson. I would never purchase furniture from this Company again and would not recommend it. My first time experience was a nightmare.
Now I know the reason why they wouldn't let me inspect the piece I bought before they delivered it. They tried to pawn off a used and damaged piece on me.
As a side note....before I made the trip to purchase the server, I had asked if I could inspect the actual piece that they would deliver to me at their warehouse and they said it would be no problem to do so especially since I lived 2 hrs away. They lied from the get go.
I truly believe that all this filters from the top. I tried to contact the owner of Living Spaces, Grover Geiselman, but they denied any access to him.
This company needs to be shut down considering their management practices and you can't tell me that the owner isn't aware of this. I used to work for J.C. Penny in upper management and we would not treat customers like this, if we did, we would be fired.