I ordered living room furniture from Furniture Showcase over three months ago. The pieces were from two different manufacturers. I made a partial payment over the phone with my debit card and was told that the furniture would arrive in 4-6 weeks.
I moved a month after I ordered the furniture and called the store to check on my order. I was told then that the furniture would arrive in about two weeks. So with the assurance that the furniture was on the way I did not bring my old furniture to my new place.
The furniture did not arrive within the time frame I was given and I was not contacted by Furniture Showcase. I made several calls to the store over the next month. I was told each time that the manager was the only person who could help me and that he would call me back. He never did.
The manager actually answered the phone on a couple of occasions and I was told that he had to contact the manufacturers and that he would call me back. He never did.
Finally, after two and a half months of no answers I called Furniture Showcase and stated that I wanted to cancel and have my money refunded. Again, I was told that only the manager could help me with that and he would call me back.
He actually did call me back and immediately began making excuses and blaming the manufacturers. I made it clear to him that the lack of communication from Furniture Showcase was the main reason that I was cancelling. The manager then stated that he was not going to go back and forth with me and if that is the way I feel he would cancel the orders and follow up the next day regarding my refund.
Naturally, I did not hear from him. I called the store the next day and was told that the manager was unavailable. So, I went to the store and spoke with the manager in person. The manager then told me that part of the furniture had been shipped from the manufacturer so he could not give me a full refund. However, he still has no delivery date for this furniture. He also told me that he had not been able to confirm the cancellation of my order with the other manufactuer.
I expressed very clearly that I want a full refund and once again that the lack of contact from the store was my biggest concern. The manager then told me that he does not have the "capacity to contact all his customers." He also stated that even if he could give me a refund it would take 7-21 days. It took them all of 24 hours to take my money so what's the hold up in refunding it?
I told the manager that I was contacting the Better Business Bureau and began to leave. He laughed and said, "Yeah, see you in eight weeks." I became upset and the manager then told me that he cannot help it if he sees the humor in the situation.
Since then I have filed several complaints against Furniture Showcase and e-mailed the owner. The owner replied to me in a lengthy e-mail blaming China and the sluggish economy for their poor customer service. Not once, did he address any of my concerns. I replied to him that I simply want a full refund and have not heard back.
I paid Furniture Showcase $650.00 over 3 months ago. I have no furniture and they refuse to refund my full deposit. They have made no apologies just ridiculous excuses.
Raleigh, North Carolina