We bought two sofas from Jennifer Sofas about 6 oclock Monday night, while looking we were told they would 'guarantee delivery in 6 days or less'.. then told delivery absolutely on the 26th. Chose two sofas, fabric etc. when order being written, was advised, oh too bad, the delivery schedule for that date is full..it will be 2 weeks.
Got home and checked the drawings of the sofas and discovered one had right hand corner wwhen our room would only accomodate left hand corner. Called Jennifer in less than 2 hours since purchae and full payment, only to be told.. you hav to come to the office to cancell any part. We said that was not true and any transaction coudl be cancelled at any time w/i first 3 days, and we wanted it reversed on our credit card immediately. THen wer told it had to be reversed from NY office, and that would take 7-10 days. Was told Kim would be at local office next day if wanted to come in.
we asked for phone number of NY office. Next mornng called the NY ofice and talked to LaToya who said reversals, cancellations and credits were done at the local store level and she would immediately email them to have this done. Advised local store that afternoon, but they again refused to cooperate.
On the 23rd I sent fax notification of 'cancellation of complete order' and immediate reversal of total amount. No answer when called that day. No answer at NY office, several times, but left messages. Not returned.
3-1-06 called NY office to latoya again who said she woudl send directive to take care of the credit immediately. Called local office in afternoon and kim said the cancellation was done on the 26th ( 3 days after MY notification ) and credit would still be done at the NY office and now would be 7 - 10 days from her cancellation date of the 26th.
tried to cancell one sofa on 21st, unsuccessful so cancelled who order on teh 23rd, but not processed until the 26th. now the process of credit which i was told would take 7 - 10 days from the 21st, is taking 7-10 days from the 26th. At the very least JS should be paying the interest on the 2100 dollars that has been tied up on my credit card for 10 days. I would like an apology from the very rude customer 'non' service staff at local office, and better follow up from customer service at NY site.
how can we make retailers responsible.
GARDEN GROVE, California