I am writing this afternoon to let you about how displeased and absolutely disgusted I am with furniture that was purchased back in late December/early January.
We purchased a sofa and chair combination for our family room. After looking at several options, we chose a microfibre set from the Brick. When the pieces were delivered, the delivery people did not set up the furniture and my husband and I had to do it. I called the store and they credited the delivery charge back to my VISA with no questions asked. We then noticed that the chair had a tiny rip in the arm. I called store once again and they advised me that they would have to send a technician out to look at it. The tech came about a week later, looked at the rip, took pictures and told us that he would order the parts and they would be about 4 to 6 weeks, depending if the piece was in stock or not. At the same time the technician was at my house I asked him to look at the sofa because the cushions were not puffing back up after they had been sat on. He said to keep and eye on it and if it got worse, we could have more stuffing added to the seats.
Over two months passed and I wasn't notified of the part for the chair, so I, once again, contact the store. They apologized and said that they would send a replacement. At the same time I also mentioned, once again, the cushions on the sofa not puffing back up. They said that a technician would come and have a look at it. A technician came about a week later and said that we would be able to have it stuffed. He said that it looked like the cushions had a defect. He said that someone would contact me with a time and date of when this would be done. Two weeks passed and I didn't hear a word from anyone so, once again, I contact the store. They said that a replacement sofa would be sent. A week later, we had the sofa replaced. That was in May. We now have a new sofa and chair at this point.
It is now September and two fo the three sofa cushions are flat. The middle cushion sits about 4 inches higher than the ones on either side (because it rarely gets sat on). The arms of the sofa have permanent divots in them where they are leaned on and the seat cushion and arms of the chair are in the same condition. It is so bad that we don't sit on the furniture much anymore because it is so uncomfortable. When we sit down, the seat sinks back down to the springs.
I have contacted the store and asked if we could have a credit for the furniture because of all of the troubles we have had. Naturally they told me they could do nothing for me. If you can't stand behind the furniture that you sell, then you shouldn't be in business. The customer service at the store is pathetic. I usually have to call in two or three times because the phone mysteriously gets hung up on me. I live in Georgetown and it is long distance for me to call Mississauga and it really adds up. I have had it with the whole thing.
Here is what will make me a satisfied customer. I would like to go to the store and pick out a sofa and either chair or loveseat for my family room. I would like you to pick up the junk that I have in my family room now and give me a credit for the same amount that I paid for it and it can be applied to whatever we purchase. I will consider other alternatives if we cannot resolve this issue with your company. You are not following through with your guarantee which is clearly stated on your invoice.
I would expect to have response and suggested resolution to my ongoing problems before Friday of this week. My next step is to go to the Mississauga store and speak with a manager face to face, until I get some resolution.