Vent: Arrrggh!!! Sofa order jacked up!

[scrappysmom]

I also had bad experience with furniture stores i ordered a set couch and love seat.in july special order takes 6 weeks we thought great paint walls put new carpet in well 6weeks came and the guy called me and told me my loveseat is in but not my couch i say ok fine he told me that he checked and its on the next truck i said ok .that took 2 weeks well the truck came in guess what the wrong color i ordered navy blue the couch was green well the guy said it would take another 2 weeks i told him no either i get my money back or you take some money off my set he said he had to check with his boss well they called me back they took 350.00 off my set.so i was happy with that. but in the mean time we had loveseat only to sit on and we used the cushions from the old couch to sit on . but it all worked out.

[Shadow]

Ugh! So what did you do?, I hope you sent it all back.

Originally Posted by mistyinca

They finally replaced our sofa piece yesterday. They got the right pieced but sure enough, the fabric lots are different and the colors slightly don't match!

I wanna scream.

[mistyinca]

Originally Posted by Shadow

Ugh! So what did you do?, I hope you sent it all back.

I haven't done anything yet. I'll have to either call the store or go in.

What I'm planning on doing is this. I"m going to take the throw pillows from each part to show the fabric dye lots don't match. Then I'm going to tell them they can order a me a whole new set. $2400 plus tax and shipping is too much to pay for a set that doesn't match perfectly. They haven't even offered me anything for my trouble. WE ordered this set 4 months ago. If they want to take a SIGNIFICANT chunk off the price, I'l deal with it; otherwise, they can just get me a new set.

I told the girl back in August when this came in that they had to make sure they had the same fabric lot. She supposedly looked into it and assured me they had plenty of fabric in the same lot...obviously they didn't.

There are other issues too. For example. The display sofa in the store had the back cushions that had a zipper that would allow them to be removed.
sofazipper.jpg Sofa with the zipper.
When they first delivered the set, it didn't have those zippers on the back cushions. But the new piece they delivered does like its supposed to.
sofanozipper.jpg Sofa without the zipper.

HEre's a side by side pic of the two pieces. I don't know how well the subtle color difference comes through in a picture. The one on the left is the new piece. The one on the right is the rest of the sectional. The new one is more bluey-grey and the older one is more green.

sofatwocolors.jpg

[mistyinca]

Well,

I wish I could say this story has a happy ending, but it does not. My replacement sofa was supposed to be delivered this coming Monday. I called to check on it to find out that Levitz Furniture has filed bankruptcy, and I won't be getting my replacement. I've made a down payment of $720, and now I owe $1900 on it, and the replacement is never going to come.

And there's nothing I can do about it.

[Gypsy & Me]

Awww Misty! That's awful! Is there any way you can get any of the money back?

[mistyinca]

Originally Posted by Gypsy & Me

Awww Misty! That's awful! Is there any way you can get any of the money back?

I called the credit company to which I owe the 1900. It is currently in dispute, but since, technically, the sofa was delivered (the first time) my case is probably going to be pretty weak. It really is a customer service issue, and I don't know how it will play out.

I could live with it as it is, but I would expect a major discount on it. I didn't go in to spend this much to get a third rate product.

[LuvtheCooper]

This is just soooo wrong. And another Thing wrong about the whole thing...this isn't the first time Levitz has filed bankruptcy (I don't think). Years ago, we had Levitz everywhere and then they all closed down and I think I saw due to Bankruptcy. Then when I moved to Washington State, I saw them again, this was several years later. What do they do...operate in one state....declare bankruptcy and then move on to another state? There is no way in heck you should have to pay full price for something that doesn't all match. You might be the only one who can tell the difference, but you are also the one paying for it too

[nvnvgirl]

Originally Posted by mistyinca

Thanks,

I spoke to two different people this morning. The first guy said they did order it correctly, that the fulfillment just sent the wrong piece. But he also said that it is on them, and he can't do anything. So I spoke to another girl who was very nice, and she said it WILL be corrected, and she was hoping it wouldn't take very long.

So we'll see. I feel a little better now, but I want it fixed.

OH my gosh. I'd be STEAMING mad too! When we moved here, we gave away almost all of our furniture b/c it was just not appropriate size or style wise for our house. So we were living with basically our bedroom furniture and some office furniture for months. When we ordered our sofas, I designed them myself and was SO nervous about them since I wasn't really sure what they'd end up looking like (I'm NOT a designer, but I just said "I want the bottom to be like this, and an arm on only one end, and this many cushions, etc"....and it had pillows for the back of it; the fabric was all special order and somehow, one of the fabrics was "discontinued"...these were 11 ft long sofas and of course, there wasn't enough to do both sofas in the fabric I wanted (and had been waiting for for MONTHS) . So I know how you feel. It's such a disappointment when you've been anticipating how nice it will look and you want your home to look nice~ at least your fabric is still available! Once you get it in there and it's right, you'll forget all about this irritation though and at least know what could happen the next time! I'm sorry you won't have it for the holidays though. Hang in there!

[nvnvgirl]

Originally Posted by mistyinca

Well,

I wish I could say this story has a happy ending, but it does not. My replacement sofa was supposed to be delivered this coming Monday. I called to check on it to find out that Levitz Furniture has filed bankruptcy, and I won't be getting my replacement. I've made a down payment of $720, and now I owe $1900 on it, and the replacement is never going to come.

And there's nothing I can do about it.

OH NO! I didnt' see this post! I'm so sorry Misty! You should at LEAST get a HUGE discount on it. I hope you do; what a shame!

[Gypsy & Me]

Originally Posted by mistyinca

I called the credit company to which I owe the 1900. It is currently in dispute, but since, technically, the sofa was delivered (the first time) my case is probably going to be pretty weak. It really is a customer service issue, and I don't know how it will play out.

I could live with it as it is, but I would expect a major discount on it. I didn't go in to spend this much to get a third rate product.

That's really unfair!

[Gracie2006]

So frustrating! I spend more time dealing with other people's incompetence, and these days no one can admit that it was THEY that were in the wrong, and as far as an apology goes, forget it!

[Suzy]

I'm so sorry this is happening to you. I specify furniture as part of my job as an interior designer, and when something comes in wrong-even if it was ordered that way, I am the one that put the order in, and therefore, if it's incorrect, or the client doesn't like it, it's MY fault. The best customer is a repeat customer, and that's why we strive to make sure every order comes in correctly, on time, and that our clients are satisfied!

My best advice to you is to keep on the company-be the squeakiest wheel ever-keep calling, emailing, writing. That is your best chance of getting resolution. Also, ANY time you talk to someone on the phone, get their name and if they have a "customer service rep" number, get that too. Write down notes of how the conversation went, and the date and time. If you keep on them, they will want to make you "go away", and the best way for them to do that is to try and resolve the issues with you-which, I would think would be a refund, or a BIG discount.

[twalla]

Originally Posted by Suzy

I'm so sorry this is happening to you. I specify furniture as part of my job as an interior designer, and when something comes in wrong-even if it was ordered that way, I am the one that put the order in, and therefore, if it's incorrect, or the client doesn't like it, it's MY fault. The best customer is a repeat customer, and that's why we strive to make sure every order comes in correctly, on time, and that our clients are satisfied!

My best advice to you is to keep on the company-be the squeakiest wheel ever-keep calling, emailing, writing. That is your best chance of getting resolution. Also, ANY time you talk to someone on the phone, get their name and if they have a "customer service rep" number, get that too. Write down notes of how the conversation went, and the date and time. If you keep on them, they will want to make you "go away", and the best way for them to do that is to try and resolve the issues with you-which, I would think would be a refund, or a BIG discount.

Agreed! And I would tell them they need to live up to their Mission Statement and Customer Creed.

Mission Statement


Our objective



Is to be a profitable growing company. We will achieve this by being the best furniture retailer in our neighborhoods through superior customer-centricity in all that we do.


Our Customer Centricity Creed
Invest in each customer contact like it is a path to a long term relationship

Win with products and services that demonstrate we understand our customer

Interact in a way that demonstrates we believe the customer is right and we value their time

Listen, anticipate and respond to customer needs

Lead every customer experience to be easy and enjoyable

And then I would start going to the corporate office till you get to the top!