Sofa Express And More Delayed my sofa shipping, Promised a partial credit, Never came through as promised, Failed to followup on my letters/calls Jacksonville Florida

The following letter was sent to Dennis Simpson,Regional Manager for Sofa Express and More. Six months later, we have yet to hear from anyone from the company.

Please help me with a refund situation. We are due a 13% refund on a purchase made in March and have yet to receive it.

On March 16, 2007, my husband and I purchased a sofa and loveseat. The sale in total was $1,118.04. We made a $340 deposit by check. We were told it would take about four weeks.

Knowing we had to have the balance paid in full before delivery, we came in the store to pay off the balance on April 6. After we paid, we were told that our color was on back order and would be another few weeks. We had already promised out our current sofa, so we were not very pleased with the news. We then asked to speak with a manager to see what our alternatives were since we were told refunds were not usually given. Chad Mullins, the manager at the time, told us we could swap our order for the floor model (which was not a color suitable to us), we could switch colors (and not be guaranteed quicker turnaround), or he would offer us a 13% refund. He said he did not have the paperwork, but it would amount to about a $100 refund. My husband and I elected the 13% refund. Mr. Mullins said it would take about a week or so, that he needed to process it and would work on it the following day. We asked if we needed anything in writing. He said no. He would handle it.

We never received a phone call or refund check. We finally heard from Estellita, our salesperson. Our delivery date was set for May 12. On May 11, I called and asked to speak with Mr. Mullins. I reminded him of our conversation regarding the refund. He said he remembered, but that a refund could not be processed until after delivery was made. (Contradictory to what he said earlier.) He said he would process it on Monday following our delivery.

As of June 19, we still have not heard or received anything. I called the store yesterday to speak with Mr. Mullins, and I was told he had transferred to another location. At this point, I am very dissatisfied with my experience at Sofa Express. We had purchased a rocker there last year, but feel we will not be future customers given this situation. We like the furniture and style, but the service has been lacking. I am writing to you as a last resort. I hope you will look into the situation and help turn around our service experience.

Margery
Jacksonville, Florida
U.S.A.