Terrible experience
We ordered a sofa on November 18. The first delivery was scheduled for December 22. The sofa arrived damaged. A second delivery was rescheduled for December 29. That sofa arrived used. A third and final delivery attempt took place on January 6. Once again, the sofa arrived damaged. For both the December 29 and January 6 deliveries, I received a phone call the morning of delivery assuring me that the sofa had been inspected, was in proper condition, and was ready for delivery. Despite these assurances, the product delivered was unacceptable each time. It is difficult to understand how a large, established company can repeatedly fail at such a fundamental aspect of its business. When I requested a refund after the third failed delivery, the response was simply “okay.” There was no apology, no acknowledgment of the inconvenience of waiting for three separate deliveries, and no effort to make the situation right. To make matters worse, when I mentioned the confirmation calls I received from customer service guaranteeing a new, undamaged sofa, I was asked to provide the name and phone number of the representative because there was “no record” of anyone calling me. This response was both dismissive and insulting. This entire experience has been extremely frustrating and has fallen far below any reasonable standard of customer service