Cozi Furniture

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I already went into the store more than once to try to receive a copy of the supposed warranty. I am sure that no such warranty exists and that the company merely added a $100 surcharge. 
I have received untrue information multiple times from this company and watched them dealing similarly with other customers as I waited in the store. I do not understand how they are allowed to operate such a clearly dishonest business.
Regards,
Christine P[redacted]

From: [redacted] <
204);">[redacted].com>Date: Fri, Sep 11, 2015 at 10:33 AMSubject: Re: Your complaint has been receivedTo: [email protected] you ,I have been in contact with the company. They never called me, but the fact that I have been paying on my account caused me to call them. I have not received the dinette set that I ordered as yet but they sent me a loner set last Friday. I have not been reimbursed for the two months payment that I have made. Is it possible for you to help me with that. The company also said the dinette set should be here by the 15th. Thank you.

Thank you once again for giving us an opportunity to bring this matter to rest. As we stated in our last conversation that the customer's warranty was duly registered. There is nothing for us to gain by saying that her warranty was registered if it was not. It is quite easy to query [redacted] Warranty Services to find out where it was registered or not. I am therefore enclosing a copy of her warranty information here as an attachment ( I did not want to do that. I wanted her to get a copy herself), but be that as it may, hopefully, this will put this matter to rest. I also have a hard copy waiting for her at the store if she is so inclined to come in and get it.Kind Regards,Cozi Furniture

Complaint: [redacted]
I am rejecting this response because: Poor Business Practices and Inconsistent Information from different representatives from Cozi Furniture
To Whom it May Concern,
First off, it’s ok to address me as “James,” as did the professionals I’ve dealt with at the Revdex.com. Cozi Furniture’s response actually directly ties to one of the focal points for my refusal to do business with them. They’ve displayed business practices which are tactical in nature in the ways that are forceful and not catering to the customer. I’ll simply focus on four sentences from their response. The first being, “The customer's contention that the furniture was initially ordered from one manufacturer and then received from another manufacturer is incorrect.” This is not what was relayed in my complaint. I stated, “..their company had gone to one manufacturer and that they didn't have the platform bed and so now they had to go to another manufacturer to get the bed.” That’s a lot different from what they relayed in their response and that came directly from their salesperson, Sam during the 11:04am phone call on 10/21/2015. The bed was not in stock, according to Sam, and they were in the process of ordering it from another manufacturer.
The second sentence that I’ll address is “This is not to say that if we choose to get another order from a different manufacturer that there is something wrong with it.” As the customer, I put a great deal of responsibility and analysis in what manufacturers I deal with and what companies I deal with. If I choose to buy a bed that’s from a certain manufacturer on the floor of a store, I expect to get that same bed from that same manufacturer. I have the right to exercise preferential decision making when making a purchase. I don’t feel comfortable with any representative from your store, infringing on my right to exercise sound judgment based on my experiences.
The third sentence, “Not at all,” to me, directly highlights the sense of entitlement that I’ve experienced with representatives from this business. Once they’ve received on payment on a lay away plan, they force you into a situation against your will.
Finally, the last sentence that I’ll highlight is the most disturbing, “The customers's concern should be that he receives exactly what he ordered and not worry himself with where we get our orders from.” What gives anyone the right to determine what ‘I’ as the customer, ‘should be concerned about’? I won’t even bother to address this because the intonation of it, speaks for itself.
To further add to the unprofessional pattern of facts, I spoke with Nick F[redacted], the store’s manager this past Saturday (10/24/2015), face to face. Nick shared with me that the store had a policy that once an item is placed on lay-away, a customer has 7 days after the first payment is received, to cancel. I’ve read the Sales and Terms Rules, which are printed on the back of the first receipt. I’ve seen nothing speaking to that policy which Nick shared. However, to give Nick the benefit of the doubt, I honored what he told me at the end of that conversation, which was “I’ll call you on Monday, October 26th to see what direction you want to go in, with regard to the furniture.” October 26th, has come and passed and I never received a phone call from Nick. In fact, I’ve never received any phone calls from any representative from Cozi Furniture. Also, as a professional courtesy, Nick please let me know if my addressing you as Nick is OK, or if you’d prefer, I’ll change it Mr. F[redacted], and my apologies.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]I am rejecting the response because of false comments provided by Cozi Furniture. I did not receive a call from this company in regards to a back order, I contacted them after a month and was told that it was going to be shipped out on April 23rd. At which time I told the representative to cancel the order before it was shipped, she stayed they cannot do that. The furniture never made it to the warehouse until May 6th, after I had came in on May 2nd and requested a refund then. I should be due a refund now, opposed to waiting for the furniture to sell before a refund is given. It has been numerous complaints about this company and waiting months for a refund of my hard earned money is very unfair. Please resolve this matter in me getting my refund now, and not months later. I do not want or need a store credit, as I do not want to conduct business with them. Thank youI am rejecting this response because:
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Sincerely,
[redacted]

CASE NO.: [redacted].We sincerely apologize for responding this late on this matter as we thought the matter had been concluded and closed.It is true [redacted] bought a dinning set from us and it is also true that it was not delivered. However, this was due to circumstances beyond our control as...

the item in question had been discontinued by the manufacturer as at the time we ordered the furniture. The manufacturer gave us no information as regards the discontinuation of the furniture otherwise we would not have received payment on the furniture.We have refunded [redacted]'s money afterwards. Please do contact [redacted] for further confirmation.We appreciate your efforts in resolving this issue.Thanks.Cozi Furniture.

[redacted]
 [redacted]
I am rejecting this response because:
[redacted]
[redacted]
They never talk talk to me I  tried even calling the [redacted] which is the finance Company to talk to these people and I didn't look at all the piece I took their word for what they showed me was ottam which it had a tag on  I assume the rest off the furniture was tucked behind other furniture ask them about the manger [redacted] who quit and I spoke with him about how they did me he can verify what Im saying I saw him at the carwash and he told me about what happened he showed a text that he sent to his owner of why he guit and details about them not getting paid and they tried sending [redacted] their warehouse man to my home the same day of my purchase they sent me two used loveseat, a used couch and put an with sticker on it and they never called me about this furniture they suppose had ordered for me they kept saying you need to bring back the old furniture and I told both parties hey when you bring me the new furniture you can pickup old furniture and I would help you I just don't have the money write now to do this[redacted] can verify .

On the 18th of April 2015,
we were having a Super Saturday Sale and Mr. [redacted] came into the store and
purchased 17 pieces of furniture. He made a down payment of $371 on 17 pieces
of furniture that day. He came back on the 20th of April and made an
additional payment of $400. Finally, he came...

in on the 11th of May
and made his final payment.
We placed an order for the furniture
and they came in about 10 days later and all the furniture he bought was
delivered to him with the exception of a single piece (a server) that was back
ordered. We informed the customer of this and he went ahead and received the 16
pieces that was delivered to him and signed for them. We called after the delivery and everything was fine and we
informed him that the server would be available in two weeks.
A week later, he called and was
advised that the server had not arrived. He said that somebody had called him
to say the server had arrived. We informed him that as soon as the server
arrived, he would be notified. When the server arrived (within the stated time
period) we called him to affect a delivery and he said that he did not want the
server. We enquired as to why he was acting in such a manner and he said that
he no longer wanted the server. We offered to give him a refund on the server
even though our contract says all sales are final and he refused. He stated
that he wants us to come and take back everything that we delivered to him. We
told him that this was not possible because we delivered to him on time. (our invoice states that furniture may take up to six
weeks to deliver) All the furniture he bought was delivered to him with the
exception of the server on time, in good condition and he signed for them and
has been using them now for over a month.
Frankly, we do not know why he would want us to come to his house and pick up furniture that we have already delivered in good faith, that he signed for and accepted in good condition. We understand that we did not deliver all pieces on the same day but we did inform him of this and he was in agreement with us regarding delivery time on the one extra piece. We are more than ready to refund the cost of the server if he no longer wants it and we have been in possession of the server now for over a month. All our attempts to deliver said server to him has been unsuccessful.
We will be happy to forward all documentations regarding this sale to your office if it will help bring this matter to a close.
Kind Regards,
Cozi Furniture, Inc
###-###-####-PH

I went to this store once and now all my all the furniture's are from there, plus it was my first experience ever nd was confuse regarding what I wanted and what's best for me and there goes this gorgeous sale person by name Jackie who came from no where ask if I needed any help, I wanted to play hard but she showed me a set that really match my taste and other stuff which I ended up buying. Their delivery was pretty much came at the estimated time the gave me which made me trust them more. You show visit and see for yourself

Review: I placed an order with this company in late December. I was told that in less than two weeks I would receive my product. When I called after two week I received no clear answer and was told someone would call me back, no one ever called me back. I went to the store to complain and once again the customer service was inadequate. The manager was extremely rude and condescending. I also found out they lied and changed my monthly salary on the credit application. When I completed the credit application I specifically listed $2,300 and once I received the letter that my credit was approved I noticed they changed my salary to over $8,000. I have called them to complain and to cancel my order and they refuse because they say the contract states we cannot cancel orders.Desired Settlement: Cancel order, I want the order cancelled and the credit to be cancelled as well.

Business

Response:

This issue has been settled, this customer made a purchase from cozi furniture some time in December, per invoice signed by the customer

furniture will take 2 to 6 weeks to be delivered, however customer came after 4 weeks and demanded for the furniture he was informed that the furniture will arrive and delivered within 6days

customer requested for the order to be cancelled, he was informed that the order was a special order therefore it will cost us cancellation fee to do that. he insisted that he does not want the furniture.

and since customer financed the furniture, cozi furniture does not get paid by the finance company unless customer received the furniture .therefore cozi furniture paid the cancellation fee and the furniture was cancelled at know cost to customer.

so customer does not have any financial obligation to cozi furniture or the finance company. for the record the credit application that was filled and signed by customer is with cozi furniture and customer clearly stated that he makes $8000. if he lied or it was an error it is left to the credit company to determine.

Review: On 9/21/14 I ordered a dresser from Cozi Fruniture and paid a deposit of 250.00. On 10/16/14 I went in the store to pay the balance of 277.00 after receiving a call that my dresser was in.I picked up the dresser on 10/19.I asked Nick the sales person loading the dresser on my truck if it was the correct dresser since the picture on the box wasn't my dresser he stated it was same manufacturer but was the dresser I ordered. When I got the dresser home and opened the front of the box it wasn't what I ordered. I immediately called back to the store to inform Nick. From that day I waited till 10/29/14. I was told the store couldn't pick it up until then,I was told they were waiting for the dresser to come in. This business has lied to me with each and every phone call I made to them. They did show up on 10/29 with a floor model dresser scratched,peeling on shelves and dirty plus it was wrapped in plastic.Definitely not new! To add insult I was told the delivery guys delivered my dresser to another customer. On 10/31/14 I was told my money would be refunded as of today no refund. I'm very angry. Customer service is poor. The management make it a practice the lie to the customer. Customer Beware!Desired Settlement: 477.00

Business

Response:

This issue was resolved on 10/31/2014. The customer was issued a refund.

Review: [redacted]

Cozi Furniture Report

January 18-20 2014

I am writing to once again follow up on my request for cancellation of my order and demand of a full refund in the amount of $800.98.

I made a purchase at Cozi Furniture at 1:11PM on Saturday January 18th. I called at 2:28 PM to cancel my order. When I called I was told that I would have to speak to [redacted] but he was with a customer and would call me back. I called a few minutes after that to tell them that I did not need to speak to [redacted] but would like to cancel my order. The person on the phone told me they could not cancel my order and hung up on me. [redacted] called me a few minutes later from his personal number and told me that he could take $100 dollars off of the total. I told him I just want to cancel my order. He said that he couldn’t do it and I should come to the store so he can work it out for me. I told him that I would come down with my receipt because I want to cancel my order. On my way to the store I got a call from [redacted] (manager). He told me that he understands I want to cancel my order but they sent the order in as a special order and that the place was closed but he will call me back on Monday to see what he could do. I told him again I would like to cancel my order, which I just purchased a few hours ago. He said that he would call me on Monday and see what he could do. I went there on Sunday. I asked to speak to the manager. Everyone there said they were not the manager. They showed me the receipt, which was altered. I noticed that they added on there “special order”. Which is not on my copy of the original receipt.

Monday morning I called [redacted] at 10:52AM. He immediately told me he would call me back in 20 minutes. About an hour later I received a call from [redacted]. [redacted] told me that she was calling on behalf of [redacted]. She said that unfortunately I could not get a refund because they special ordered the furniture for me. She also told me that they would take $200 off of my subtotal. I told her again I would like to cancel my order. I also told her I did not ask, sign off or pay for a special order. She indicated that the reason why they let me pay a portion of the fee was because I had a special order. Which is not indicated on my receipt anywhere. I paid a portion of the cost because they said that I would pay the remaining cost once the furniture was delivered. I told her that if she could make [redacted] call me back once he got out of his meeting and she said she would. I called back around 6:00PM that day because I didn’t receive a call from [redacted]. [redacted] picked up and said he was with a customer and she would let him know I called. I have yet to receive a call back.Desired Settlement: I am writing to once again follow up on my request for cancellation of my order and demand of a full refund in the amount of $800.98.

Business

Response:

In regards to [redacted], we told her that issuing a refund is a process. We responded to [redacted] by email stating that her refund will be available 2/3/2014.

All she has to do is come by the store for us to put the funds back on her card.

She has yet to come by the store.

Regards,

Review: On 7/3/13, my fiance, [redacted], and I went to Cozi Furniture in [redacted], MD. She then purchased a sectional couch and leather recliner on the basis that the salesman assured us that the items will be at their location by the following Tuesday, 7/9/13 and the items should be delivered by the weekend of 7/13/13. We needed this furniture in a hurry because we were just moving to the area and we expressed our time constraints to the salesman. We did not receive a call from Cozi Furniture by today, 7/13/13 so we called to check on the status of our order and we received a very rude and unecessary response regarding the delivery time of our order. They now said that we would not receive our order until Tuesday, 7/20, almost 3 weeks after our purchase date. I thanked the salesperson on the phone for his help and said it was a pleasure to work with him, but he just gave the phone to his manager who made us wait on hold for another 15 minutes. He then came on the phone and said that they never told us they guaranteed delivery. Then rudely explained that the merchandise was out of stock and they can't do anything about it. We purchased this furniture only because we were told we would receive it sooner rather than later. I then mentioned that I would like to cancel the order and the manager said, "all this information is on your invoice." And that they would charge us a 17% re-stocking fee even though the furniture isn't in stock to begin with. Then the manager said he would get back to me on Monday, and made another rude comment and hung up on my fiance.Desired Settlement: Total Refund of check

Business

Response:

It is the policy of Cozi Furniture to maintain good customer service to our customers.

It is clearly stated on our invoice that merchandise can take 2 to 6 weeks to arrive.

Moreover we have no record of a [redacted] making a purchase with us.

We don't know who this person is.

Review: I PAID FOR ALL OF MY PRODUCTS I WAS TOLD MY DELIVERY WOULD BE DELIVERED IN 2 WEEKS AND I HAVE NOW BEEN WATING OVER A MONTH AND A HALF AND I HAVE STILL NOT RECEIVED NOTHING NO CALLS NO UPDATES OR ANYTHING AND EVERYTIME I CALL ALL I HEAR IS ANOTHER EXCUSE NOW I JUST WANT MY MONEY BACK.Desired Settlement: CREDIT MY DEBIT CARD BACK

Business

Response:

[redacted]s order was delivered on Friday April 26th after the delay caused by a manufacturer backorder. We were in constant contact with her leading up to her delivery. Cozi Furniture compensated [redacted] with a free delivery and a 300.00 rebate for her inconvenience. If any further information is needed please advise. Thanx, [redacted]

Review: I purchased a king size bed, 1 king size mattress and two night stands from Cozi furniture on may 17, I was promised my a Cozi Manager that my product will be delivered in two weeks no later. After two weeks and not receiving a call from any Cozi representative, I decided to call to get an update on my product after the promised delivery had expired. I was told by the manager (nick) the shipping company do not have my nightstands in stock but the bed is available and wasn't being shipped because the nightstands are unavailable, he then promised me to give me a call back the following Friday / Monday. I didn't received a call from no one from Cozi, I then called on Wednesday three different times and promised a call back with an update, no one returned my call. I went to the store the following Friday and was told my product will be shipped up very soon and promised another delivery date that upcoming Saturday. I stayed at home missing a day of overtime at my Job valued ($300). Cozi never showed up or called with any update. I called later that evening and constantly getting a busy tone on the phone. My girlfriend called the following Tuesday and was told my product is in and will be delivered the upcoming Saturday(june15) no one apologied for the poor quality of service. On that Saturday the bed wasn't delivered but received a voicemail from a representative stating the head board was in but the side rail and the remainder of the bed isn't. On June 17 I called to find out the status. I asked for cooperate office number, I was told that's the corporate office number and the manager was busy loading produce on a truck and will give me a call back as soon as he's available. No one returned my call.Desired Settlement: Problems unsolve, didn't received my product. My first payment for that product was made to [redacted] and I'm still without my product .

Review: My fiancé, [redacted], and I, [redacted], bought a dining table and six chairs from your store located on [redacted] Road on March 15th of this year. In addition, we purchased a [redacted] rug for our dining room. We were very impressed with the store’s service so we decided that this would be the place to buy furniture for our entire house because we just recently moved into a new home. The salesperson, [redacted] was great and very knowledgeable.

A problem arose once we purchased our table ([redacted]) with six chairs ([redacted]). The initial date given for delivery of the table was March 25th and we were told that the chairs would be available a week later. Being that March 25th was a Tuesday we had to make arrangements for someone to be at our house because we both had to work. The table did not arrive nor did we receive a call indicating such. So we called to inquire and were told that the table would arrive on Saturday, March 29th and the chairs would not be available until April 18th. Our salesman [redacted] asked did we want to wait until April 18th for both items to be delivered, we declined. On March 29th the table was delivered but it was damaged; the glass was chipped on the corner. We called the store (spoke to [redacted]) to inform them of the damage; we also sent them pictures of the damage via email. [redacted] called and said that we would receive a new table and that he would call and let us know when delivery would take place. [redacted] called in a few days and said that they had the new table and it would be delivered on Saturday, April 5th.

The new table did indeed arrive on April 5th and [redacted] accompanied the delivery guys to ensure that everything was fine and to help install. We still encountered a small problem with the installation of the table. A cap which covers a bolt that extends under the top of the table (we have pictures) was missing. Who wants a table with a bolt that protrudes out? We showed [redacted] and the delivery guys and we were promised that we would receive the cap. We have yet to receive or hear from anyone about this matter. Thinking that the chairs would be here on April 18th we planned a family dinner for Easter Sunday (April 20th) but we had to cancel due to not having our chairs. We have now been waiting six weeks since purchase for six dining chairs with no delivery date in sight. We purchased this dinning set for $2100.00, this may not be a lot to you but to us it is. Regardless of the price a customer should be treated with courtesy and respect and your business has shown us little during this situation.

What’s more frustrating is that we are initiating all communication with your store; nobody calls with an update or anything. When we do talk to someone we are being told the chairs are in route they should be here in a week, they are being shipped from California or New York. Managers and salespeople promise to call you back but don’t, this lack of concern and unprofessional is very disappointing to say the least. We now have to find another store to furnish our home because we will not purchase another thing from your store. In addition, we are now telling people how bad the service is at Cozi Furniture.

More problems: We finally received our chairs in May but two of the chairs were damage. We were suppose to receive replacement chairs. It is now June; we have nothing. We call the store regularly with different updates but everything is a lie. We called [redacted] the store manager who is also giving us different stories so, we requested the owner's number or email but [redacted] refused to give it to us. He would not give us the name of the owner; finally he said [redacted] ?. In addition, we have not received the cap to cover the bolt yet. Food for thought: We bought a living set from another store that was sent from out of town and we received it within a week-very similar situation with a different outcome (great service)!Desired Settlement: I think we should we receive replacement chairs along with a discount for all our troubles. In addition, I think the owner of this company needs a complaint center that does not just go to the store because it is clear that this store is not taking care of their customers.

Business

Response:

This issue has been resolved. Replacement chairs have been delivered.

Review: On June 15, 2013 placed an order for a living room set and dining room set ( regular dining room set) at Cozi Furniture with their salesperson [redacted]. On June 27, 2013 Cozi Furniture delivered a counter height diningroom set vs. my desire for a regular dining room set. I informed the store of their error. I was informed by [redacted], Salesperson, the dining room would be replaced. Every week I called the store to determine the status and each day there was a different excuse as to why the furniture had not been delivered to my home. As of July 31, 2013 I am still not in receipt of my dining room set. I met with the store manager [redacted] who assured me the store would refund my money within seven days. At the end of the week, I called [redacted] to determine the best time to retrieve the check and he reported they did not have the check. They would need to pick up the furniture first, inventory it into the store and then 7-10 days from pick up they would provide me a refund check. I requested [redacted]. to write this in a letter on the company letterhead. [redacted], wrote a letter clearly stating they would come to pick up the dining room on 07/30/2013 and 7-10 days from 07/30/13. I informed [redacted] I would be available at 6:30pm for their delivery men to pick up the furniture. On Sunday, July 28, 2013 I called Cozi Furniture upon discovering I would have to work until 9:30pm on Tuesday, July 30, 2013. We agreed to reschedule for pick up of the furniture on Wednesday, July 31, 2013 at 6:30pm to which he agreed. As it turns out the delivery persons arrived on Wednesday, July 31, 2013 at 12pm when it was agreed the pick up time would be 6:30pm. I have had a great deal of problems in not only receiving the product I paid for, but now in getting the product picked up and retrieving my refund.

The customer service from [redacted], [redacted] and [redacted] at this organization has been poor.Desired Settlement: The desired outcome is to receive my refund check on Friday, August 2, 2013 and to have the dining room set removed from my home on Friday, August 2, 2013.

Business

Response:

Dining room has been picked up and inspected. refund check for **. [redacted] will arrive in 10-14 business days as explained on purchase agreement. [redacted]

Review: We purchased a twin size bed with this company through their lay-away program on 12 Jul 13. We were given a 3 month payment period, and the bed was officially paid off 13 August 2013, but that was after they told us they had given us the wrong price, so we had to pay more on top of the final payment we had to give them. We paid the amount because we were in desperate need for a bed for our 6yo daughter. We recently moved from overseas to the DC, and the company assured us that they would have the furniture delivered 10days after final payment. 22days later and we still don't have the bed set. The first time we tried contacting the company about the issue they swore we owed them more money even though we had proof of final payment, once confirmed they extended the delivery another 10 days.(not business day...10 regular days). We contacted the furniture today, 03 Sep 13, and was told again we have to wait 10 business days to receive the bed. This company is based out of the Wash DC area along with their Furniture warehouse, so why does it take 30days( longer than what the policy letter states) to deliver furniture? We have asked for a refund, but they kept giving us they run around saying that the bed will be in soon. We are tired of dealing with the company and just want the money back.Desired Settlement: Refund in cash..

Payments were made on two different debit cards.

Business

Response:

cozi furniture is responding to this email because of wrong and deceptive information contained in the complain.

customer hall made a purchase from cozi furniture,on 7/12/13 twin bed with trundle. totaling $498+$29.94 tax+129 as delivery and set up. total$ 658.92

on our invoice signed by customer merchandize takes 2 to 6 weeks to deliver when paid in full. customer rather did layaway paid only $200

It took customer additional 1 month to pay off the balance then at that point customers furniture was ordered, then 2 weeks after, we called customer to inform customer that their merchandize was ready for delivery, in the process customer wanted to know what was going to be delivered we informed him that his invoice says twin bed with trundle.

then customer immediately said he ordered loft bed with trundle, he actually called it captains bed. immediately our customer service rep told customer that what was on the invoice was ordered.

and that is what we intend to deliver, however if for any reason he wanted a different bed that we can re order another bed only that the price difference has to be paid before delivery.

Cozi furniture is still especting customer [redacted] to inform us when she wants her merchandize delivered.

Review: On 2-16-13 I purchase a couch from the above name company and was informed that the couch would be in by 3-1-13. I informed then that I would like pick the couch up between March 5th or 6th. I called the company on March 1st to see if my couch had come in. The sale person name [redacted] informed me that my couch was in and ready for pick up. I informed him it woulds be on March 5. On March 2 at 2:11 pm I received a call from Cozi Furniture Store informing me that my couch had been damagel which they claim it had a large cut in the back of the couch. He went on to tell me that he could not promise me a new delivery date since they had to call the [redacted] furniture store to see when a new one could be sent out and delivery to me and this call might take place on Monday. I informed him that I would be coming to the store in a few hours to talk about this.

I arrived at the store around 5 pm wthe same day and spoke to several difference people about, finally I spoke to "[redacted]" that is the name he wrote on the paper for me. I informed him that this would not work out for me and I would like to cancel this order and I would to have the money return to my credit card in the amount of $646.60. This man name [redacted] claim that I could not cancell my order. I informed him that I could at any time as long as it is within a time frame and since the couch has been damage and you do no know when another one could be delivery I need to cancel. He started tell me no you cannot cancell , he said he needs to call the [redacted] company to see if I could cancell. I said since when do you need to call the furniture company to see if I could cancell my order. He stated again I will not give you your money back.

Their policy states refund can be made with in 21 days of the purchase and I am well within that time frame. Credit card payment can be credit back to your account.Desired Settlement: I would like to have the amount of $646.60 return to my [redacted] card.