My wife and I went to the Bad Boy store in Whitby, ON in search of a new living room set. We found a model we liked, though the floor model was a tan colour and we were in the market for something darker. The salesman produced a fabric swatch for the 'chocolate' version of the furniture. It seemed more to our liking, so we made the purchase. Unfortunately, when the furniture arrived, we were less than pleased. With the direct sunlight we get in our living room, the furniture no longer appeared very dark, and, worse yet, appeared more pink/purple than brown. The tags verified that it was the 'right' colour - it was just the change in lighting and setting that made the furniture clash with everything in our house.
I placed a call to Bad Boy's customer service. It went through to their voice mail. I had to call several times to get a live receptionist. At one point I was put on hold for 10 minutes then switched over to the voice mail for reception. When I finally got through to the right department and explained my situation, I was not met with a positive response (something along the lines of "well what do you want us to do about it? "). I was eventually informed by a manager that absolutely nothing could, or would, be done. I could not pay a re-stocking fee and simply return it. I could not get store credit. I could not exchange it for the tan model. So, now I have a living room set that I don't want. I've ordered a set from another store (The United Furniture Warehouse), and they not only let me take home a cushion overnight to check the colour, they've guaranteed that, for the first 72 hours after delivery, I can return the furniture, no questions asked. Other furniture retailers, likewise, allow for the possibility that you might make a mistake in selecting a product. Not so with the Bad Boy.