Furniture Pros

Review: The couch I ordered from them is not up to par. The quality is poor and not the same as the one in their showroom. They will not take it back.

I ordered a couch on 7/30/13. It was delivered several weeks later. It had a strong smell that made my eyes burn. I tried to air it out, but the scent did not dissipate. I called to tell them I was having an allergic reaction and needed to return the couch. At first, they said they would not take it back. Then, after talking to their manufacturer, they said they would take it back and give me store credit. They removed the couch and I went to the showroom to pick out a new one from a different manufacturer. I received the new couch on 10/19/13. It looked different from the one in the showroom. It had a different type of fabric and it was a different color. It also had a strong scent that gave me a headache, and the cushions were very stiff and not comfortable at all. I went down to the store and looked at the showroom model, and it was most definitely different. I talked with both the sales associate and the manager, and they insisted that I received the same couch that I ordered. They showed me the receipt and said, "That's exactly what you ordered." They said it looks different at my house because of the lighting in their store. I was very upset and asked for a refund and they refused. Desired Settlement: I would like them to come and take their couch away and refund all of the money that I paid.

Business

Response:

Initial Business Response

We received your letter in regards to the issues that Mrs. [redacted] is having with the sectional that

she has purchased. On July 30, [redacted] and her husband [redacted] chose a sectional that had to be

special ordered, invoice I [redacted] When special erders are made, we always let our customers

know that there are no cancellations or refunds because they are customizing the piece to their

liking. The sectional was delivered for the customer on September 3, in which all receipts were

signed accepting the delivery with merchandise in good condition. Several weeks later, the

customer called stating that there was a strong smell to the sectional and that she was having an

allergic reaction to either the fabric or other materials used. We explained to the customer that

this was a special order and there are no cancellations or refunds, but before making a definite

decision, we would have to speak with the manufacturer first. One of our company's main goals

is to make our customers happy and satisfied with our products, so we went above and beyond

for [redacted] and said we would be happy to do an exchange for her. After picking up the special

order sectional from the customers home, we noticed a ton of pet hair all over the entire piece,

which now we take a complete loss on because it cannot be re-sold in that condition. It took

[redacted] several trips back to the store before she had decided on the 578 sectional by Ashley

Furniture on October I 4th` invoice XXXXX. This particular sectional is only available in one color

and fabric. On the I 9th of October we delivered the new sectional to the customers' home, in

which [redacted] signed for accepting delivery. Now the customer is trying to state that this sectional

also has a strong odor and is causing her headaches, as well as it being the wrong color and

fabric. As stated earlier, we made an exception for her and took back the special order and did

the exchange for the customer once. We have held up our end of the bargain and delivered what

she had picked. Unfortunately, there is nothing more we can do for this customer.

Along with this letter, I am also sending you a copy of both invoices. At the bottom of our

invoices, our cancellation and refund policy is clearly stated below the customer signature area.

I hope these documents will help you in this dispute. If there is any further documentation

needed, please feel free to contact me at the number listed above.