We ordered a sleeper sofa couch with an additional memory foam top mattress in the store on 6/6/2017 and paid cash. After a long delay, and calling to the store, we finally picked up the sleeper sofa with our own vehicle on June 24th.
When we got home and were ready to move it into the house, we unwrapped all of the plastic wrap all around it. We started to lift up to carry it in, but the bottom part, the metal frame to the sleep, began to fall out on the right side of the couch. We immediately had to place it back down on the ground. We also noticed wearing on one side of the arm of it.
We immediately called the store. We were told there was no return policy and they would get back to us. After several days, more phone calls, and after a few days, they told us that replacement parts would be ordered and a technician would come to fix it. On June 30th, somehow the replacement parts were delivered to a different home address in Wayne, which was very odd.
After arguing, calling UPS, calling back the store several times, we had to go to a strangers house to pick up our replacement parts. The store told us the technician would come July 3rd to repair the couch, which he did. The arm was reupholstered not adequately and the metal frame did not seem to be correctly repaired. It seems like it will fall apart again.
As of today, we are still being told different stories about the delivery of the memory foam mattress top that we paid additional for. Every day we call, and everyday they tell us a different story. They are not helpful and the conversations with them are very alarming. I called the local police department on June 30th to find out how the police could assist us, but I decided to give the store some more time to rectify the issues with us.
As of today, they are still giving us a hassle about the broken and not received product that we paid cash for. So, tomorrow, I will be filing a complaint with my local police department. We are not satisfied. I am requesting a full refund of $750.00 since we never received the memory foam mattress top and to return the couch.
Any store you go to, you should be able to buy something, pay for it and receive it. At this store, we are expected to buy and be satisfied with damaged goods.
Product or Service Mentioned:
Reason of review: Return, Exchange or Cancellation Policy.