Exclusive Furniture, Fawad Zavary Terrible Customer Service by the Owner Richmond Texas

I am a new home buyer and was very excited to go to the Grand Opening for Exclusive Furniture in Richmond, TX.  My mom had gone the week prior to see what they had to offer and said everyone was most helpful and they had a wide selection of the types of furniture we were looking for.  We go on the Sunday for the opening and end up buying an entire bedroom set - 2 night stands, bed frame, mirror/dresser, tall dresser and 2 very expensive i-comfort mattresses.  We also purchased an entire living room set, which included a couch, love seat, chair and 3 marble tables.  Since we were spending so much, they threw in a rug as well.  It took quite some time to negotiate and get the paperwork taken care of, but we walked away happy.  They asked we call in advance once we had our move in date so it would be set.  As the moving day approached, I called Exclusive and scheduled them to come the same day we were moving into our new home.  This is where it all started to go downhill.  

Their customer service team is young and very un-experienced and called to give me the verification time the night before.  So the morning of, they call again to verify the time like the night before, and yet the delivery was still late.  I call back and they give me a whole new time window?  So already this has put a bad taste in my mouth since we are moving in with movers and have all kinds of people in and out of our house.  So, they show up after the 2pm window, and are already late and begin to bring everything inside.  We then find out they have forgotten the rug and mirror to the dresser part of our bedroom set.  They get on the phone and tell me the salesperson didn't add the mirror to our order and we had to pick up the rug in the store.  No.  We were never told that or we would have taken the rug the day we were in there.  So, they get on the phone with their customer service team and are able to get those two delivered the next day.  Then, they didn't have the legs for the base of our bed.  How are we supposed to sleep if we don't have the legs for one side?  We bought the beds that rise up and down, so this is an obvious requirement and only brought it for one side.  They call back their customer service team again and they said they can't send anyone out to bring the legs!  They put me on the phone with the Customer Service Manager and she is yelling at me that the legs can’t be delivered that night.  I told her how inappropriate this is and they better have someone else call me back to get the legs here tonight.  I don't have anywhere to sleep, so they better figure it out since they have already had 3 mix ups thus far.  Also, the warehouse guys delivering the furniture were very rude to my mother and said we better know where we want our stuff because they are not moving it more than once!  That is your job!  It was extremely difficult dealing with these young kids who could care less about the quality or service in their jobs.  Luckily, I finally spoke to the only competent Customer Service Manager, named Andrea and she was able to find someone from their warehouse to bring the legs for the bed.  The new delivery guy made it out there by 7pm that night and goes to unwrap the mattresses and they are not only the wrong ones, but there was a huge stain on one of them!  How is this ok and why is none of their stuff checked or go through a QA?  I am beyond upset at this point, I call Andrea back and she works on her end to see what they can do.  They call back and offer to send a king mattress to sleep on since they said I had to wait a full week to even get the right mattresses since they didn't have them in stock!  While this is going on, we also discover the jewelry section on our dresser is broken.  The magnets on the back were stuck, so this would be part of our week long wait for a new dresser and now mattresses.  

So we wait a week and when delivered, we get the new mattresses, but then there was damage to the new dresser on the side!  Again, why was none of this checked?  Why are they sending something damaged again?  So, they have to then take the old dresser, along with the new one and Andrea has to help me get another dresser.  We have to wait another few days before this is delivered and when they come, it is then correct.  We think we are squared away, but then we notice on the night stands that the glass is scratched on both of them.  Luckily, Andrea was able to help me get those replaced as well.  She has been the only bright spot in this experience and the only person willing to help me.  

Since the first wrong delivery at the end of October, I requested to speak with the owner, Fawad, on my terrible experience and have asked for compensation back.  We have spent over $14,000 on furniture and after this experience, I want to be partially compensated for more than a few mix ups.  He has yet to call me back.  Andrea has asked him to now call me for over 3 weeks and he will not do it.  This shows the kind of owner he is and all he wants is your money and could care less about his customers.  I am not going to pay this bill until he speaks with me about how he can make this right.  I am going to social media and the BBB and every website I can to let people know to not shop here.  They will not be happy with the end result as their warehouse does nothing to check their furniture and their customer service is beyond terrible, minus Andrea.  They may have nice furniture, but this has not been worth all the trouble for how much money we spent.  I am not going to stop calling the owner till this is remediated.  He may be a busy man, but not treating your customers with respect will make you lose business, so he may want to think about that as more and more bad reviews keep coming in.  I wish I would have checked the ratings before we bought, since they have a Grade F with the BBB.  This is a non-reputable company who could care less about their customers or quality.  Yes, I will say they did replace everything damaged, but it shouldn't take replacing almost an entire bedroom set and multiple times to get it right.  Beware of using Exclusive Furniture!