I purchased 2 bed sets in which I was not informed would need to be ordered until I was at checkout. At that point I was told it would by the salesman (Larry) take 6-8 days for the items to come to the store. Once I found out it would take 6-8 weeks after a month in I asked for my money back and was told they would charge me $300 to cancel the order.
4 months later they receive the furniture and setup a delivery time. When the delivery people came to the house the footboard for one of the beds was defective and the delivery people called the store and told them they would need to bring it back because they could not assemble the bed with it being damaged. The company told me they would take that footboard to the shop and fix it and re deliver next week. The next week they came back and the footboard was damaged on a corner like it had been dropped(a different place than the orig defect) so the delivery person said they would need to take it back again. [continued below]....
I reached out to the regional manager (Leeanne) because there was nothing being done by the store manager (Moe). Leeanne assured me this is not the norm for their company and she couldn't believe this happened. Leeanne arranged for another footboard to be delivered on that Saturday. On Saturday the delivery came out and the footboard is damaged again in the same exact place as the last one and they did not have screws (this was the same footboard that was brought out last week and damaged).
I spoke with Leeanne again and instead of providing a reasonable resolution she offered to give my money back because she doesn't know why they are not able to deliver the correct piece, I was then told the original footboard that I refused (which was not the case, it was the damaged one that the delivery guys said they were unable to assemble) was fixed and delivered to another customer last Saturday.
At one point the store manager Moe offered for me to come in and pick out another bed becuase of all the time it was taking to receive the one I originally picked out. I picked out another bed which I did not like as much as the one I had and was told I would need to pay an additional $500 for that one. This was unacceptable to me as this is a classic bait and switch instance.
Leeanne offered my money back now after I have missed opportunities to purchased other beds competitively priced and I asked would they be also refunding an additional $300 as they said I would need to pay if I was to cancel the order and was informed no as if they will not be doing anything to accommodate me or try to make the situation better.