UPTOWN FURNITURE REVOLTING CUSTOMER SERVICE BY OWNER AS HE DEFENDS HIS TECHNICIAN'S UNACCEPTABLE BEHAVIOUR IN MY HOME AND REFUSES TO HELP ANY FURTHER Newmarket Ontario Canada

I spent over $5000 within two months at uptown furniture. My last purchase was a sofa bed which they had delivered to my home. The sofa bed was not yet used as the plastic was still even on the mattress when I noticed about a week after delivery, some parts hanging from the bottom. 

I immediately called the store to let them know. they said that I would have to wait a week since the owner was away at the time and he would have to determine a soloution. I waited and did not hear anything so I called back and was told the owner is still away but that they would send a technician to my home. 

A few weeks after my last call, a technichain arrived at my house by the name of Ross. He was fine at first. He took a look at the couch and told me the wood slates had come apart as they were only held together by a few staples. He said he could fix it by glueing the wood back together then screwing it back. 

I was a little unsettled by this as I had recentely purchased this couch for about $1000. I expressed my concerns to the technichian, Ross. and told him that I wasnt sure that some glue and a few screws would justify to be the best solution for brand new couch that fell apart for no apparent reason.  So all the while, I was speaking to Ross very nicely, with respect and reason. I simply stated my concerns and I was calm and fair. During that time I asked him if he would mind if I called my husband to let him know.

He was fine with that. During my quuick conversation with my husband, I contemplated whether or not to ask the store for an exchange instead, since our purchase has been so recent. Also because the damage seemed to be more of a manufactering issue more than anything else. I approached Ross and he snarked that I insulted him with my concerns. I immediately clarified that I was not devaluing his working skills but that I wanted a more permenent solution to this big problem.

Anyway, he was all worked up and bitter. He quickly packed up and told me again how insulting he thought I was. I was so appalled by his behaviour that I called called the store right away. I asked to speak to a supervisor who then said he understood my frustration and placd an order for a new sofa to replace the damaged one, which I was statisfied with. I received a vocemail message one week later from another sales representitive at Uptown furniture saying that my order has been cancelled BY THE OWNER who refuses to replace the sofa! ALso she didn't fail to mention how Ross (the technician) is "the best in the business and he is the only one who can fix the damage. 

I was angry and frustrated after listening to that message as I felt my complaint regarding their technician was ignored and brushed off. I called back and expressed my thoughts to them.

ALL my conversations I would ask to speak to the owner however he was never available. I just could not understand why I was being ignored as this was such a big issue. The damage was one thing but the guys appalling behaviour in MY HOME was unacceptable!! No one wanted to take this seriously!! So anyway, I specifically asked for the owner to call me back as I had enough speaking to so many different people without being heard.

A few days later, the owner finally called me. SO again I explained my situation and right way, he brushed it off and began to defend the technician. I said that I will not allow that man back in my home to do anything!! I explained that his attitude was horrible. He might very well be good at his job but that was beside the point. If he has any proffesionilism or manners at all, He would not speak to a client, in their own home the way that he did.

If he had asked me to give him a chance to show how great he was, I probably would have agreed to have him come back to fix the sofa I was evidently stuck with, since the store refused to replace it. However he chose to be rude and I don't care how long he's been in the business, he should not speak to me, a customer with bitterness and anger the way that he did with me. 

SO after a very short conversation with the owner of him going on that Ross is the best, I asked that he finds another way to solve this problem that has now s****.>

I am so disgusted with the level of disregard he showed me. Obviously he had no empathy or even any value for me as a consumer. I am in disbelief that THE OWNER of a company can be so careless to his customer's issue! This store owner should be brought to shame for doing absoluty NOTHING to protect his customer. I hope this OWNER AND TECHNICIAN are exposed for their disgusting service!