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Poor Issue Resolution and Customer Service
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The staff was great when buying but when it came to issue resolution the experience was horrible. Spent a good deal of money and purchased two leather couches (one with a sleeper) and a table. We purchased conditioner from them, as well.
When conditioning the couch, they told us to use the cleaner on, the color came off on the rag. I made multiple attempts to get answers/resolution from Rachel. She assured me she, or the owner Lance, would call me back. After multiple attempts, with no return calls, I finally got Lance on the phone. The worst customer service experience I've ever had. I explained I had called with no response. Not even an I'm sorry. He glossed over that and asked what the problem was. I explained it. He asked if I scrubbed it, I said no. He asked what was on it and I said a drop of a drink. His tone immediately changed, and he because very loud and aggressive. He said if I had damaged the finish it was not his to fix. His cleaner wouldn't do that. I asked what he meant I damaged the finish and he proceeded to loudly tell me that spilling alcohol on it voids the warranty. I told him I didn't spill alcohol, he again yelled that he heard me say I spilled alcohol on it. I told him I said drink. Not everyone assumes a drink means alcohol. It was probably a spot of juice. He was still surly and told me to bring the cushion in on a Mon., Tues or Wed. I explained we live about 90 minutes away and can't get there by closing time on those dates and he told me he couldn't help me then.
Nothing I can do about it now but I would hate for anyone else to be in the same situation after spending a fortune on furniture. A total fail.
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