Furniture Source Mattress & Furniture Warehouse

I travel to Raleigh often. My company suggested I find a furniture warehouse that lets me shop in the place where the furniture is unloaded off the semi for new merchandise at a discount no frills price.
I first found them on line at furniture-source.com to find out they have Layaway on their web site. Nice site.
It looks like a warehouse from the road (Capital Blvd) but once inside the manager explained the building was actually an historic preservation property with beautiful old wooden posts, ceiling rafters and brick walls, cool.
Everything displayed from inexpensive dinettes to beautiful dining suites or pubs to bedroom suites, sectionals and sofa love combos were all in stock and ready to pick up, arrange delivery, apply for no credit needed financing or layaway for as little as $10 down. I put $50 down on an apartment full and set delivery 2 weeks out. Love this place!","pos-1

Picked up sofa and headboard from store and the sofa was ripped after removing the plastic. The headboard was missing pieces. We purchased a loveseat along with sofa from the store. We also purchased a bedroom set as well. both on 9/6/14. The furniture was all loaded onto the truck we rented by the employees of the store. They were to ensure all pieces were provided to us during pickup. The sofa was wrapped in plastic and when we removed it from the truck and took off the plastic there was a rip in the sofa. Also after removing the headboard from the box and trying to assemble the bed frame it was apparent that the head board were missing the two side pieces needed to attach it to the frame. There were no instructions on assembling the headboard and the pictures on assembling the bed showed the headboard already put together. We contacted the company and advised the sofa was ripped and the headboard was missing the two legs to attach to the frame. Spoke with [redacted] the sales agent who assisted with the purchase over the phone same day and advised him of the issues. He stated "I know it wasn't your fault this happens all the time. You can come pick up a new one just bring the old one back." I advised him we no longer had the truck as it was a rental the this was not our fault so the appealing resolution would be they come out and pick up the defective sofa and bring out a new one. He advised that if they were to do that we would be responsible for paying the deliver fee of $100. He also advised we would have to come pick up the headboard piece as well. I requested to speak with management as this was no a fair resolution since we did what we were suppose to do when picking up the furniture and it was the companies fault. I spoke with [redacted] who I assume is over [redacted] and he advised we would have to bring the sofa back to exchange. I asked him where was this policy viewable for the customers. [redacted] advised it is on the receipt. Checked the receipt with [redacted] on the phone and advised him this policy is nowhere on the receipt. He proceeded to read the receipt and then stated well it's not on the receipt but you have to bring it back. When asked the number to corporate he advised. I have the number right here and hung up the phone. Desired SettlementI am seeking to be reimbursed for the price of the [redacted] rental since I had to bring the sofa back to the store to have it replaced. Along with compensation for time and gas of having to drive back to the store to pick up pieces to the headboard we did not receive on the initial pick up due to lack of attention to detail by the loading crew of the store. Business Response [redacted] pick up her merchandise on 9/6/2014, and received all of the correct pieces. She call us and stated,"the sofa had a tear on the corner and a particular part was missing from the bed." We explained to the customer no problem, just return the sofa and we will swap it out with a replacement sofa after the customer inspects the new 1 for perfection. Then address what she needed for the bed for assembly. She was trying to make a point of us not giving her the all the pieces to the bed. I explained to her that 3 of our staff checked all of the merchandise that was pulled and loaded for her order, and every order due to our company procedure. After the customer and friend was being so combative to me, and not trying to cooperate with me at all on the matter. And not caring about the fact that we do not have a delivery service - as I explained, that could come and swap out the damaged Sofa. We use a Independent Contractor that works for himself. And if he's not paid for the initial delivery, he doesn't due free deliveries or swap outs of damage merchandise for pick up customers. We then stated, "we want to take care of you, but you must return it, if you pick up the merchandise. And in regards to the missing PART, that was not in the headboard box, I explained that we want to take care of you.My staff went into a new box and discovered that it was a part missing from 1 of the boxes that [redacted] received, and a pond her return, we EXCHANGED the Sofa with another new one and had the part out of another box with hardware waiting on her. We made good on her issues without any wait time. Our company gives a 30 day factory warranty on all goods sold, except AS-IS purchases. But, because we want our customers to be happy, we want to talk with [redacted] and offer her a $75 dollar store credit for any inconvenience caused by our company.