Hafers Home Furnishings, Inc.

Mrs*** came into our store on 12/13/14, at this time we were running a sale that offered free delivery & no sales tax for cash sales, or free delivery and interest free financing with minimum payments up to mosShe chose to finance, this is why she was charged sales taxThe ad was
very clear no sales tax for cash customers or finance options were availableMrs*** chose a La-Z-Boy recliner with massage & heatShe chose to special order it in a fabric that we did not have in our storeAfter delivery she called and advised she didn't really like it and wanted to return itWe advised her we do not take returns on special orders , we ordered this for her in the specific fabric she wantedIf she were to return it she had to pay a restocking fee of 25%, which is stated on her sales order and she signed the sales orderShe was upset and then started saying that the recliner was uncomfortable and she had no back supportWe then advised if there were any service issues they would be taken care of, so we sent out a service technician to inspect & repair if necessaryHe reported back to us "no service issues on recliner, he did nothing other then tell her how well the recliner worked and that he could not fix what was not brokenHe reports it is just buyers remorseShe doesn't like the chair, it isn't comfortable to her, her legs are to short to sit back easilyHe overheard her talking to someone else there about some other stuff she bought and wants to return elsewhereWe paid the service technician to inspect her recliner that had no issues with itCustomer phoned on 12-15-and advised she wanted to order arm covers to go with reclinerLa-Z-Boy makes the arms covers and the are not fitted just napkinsThat is why they are called arm covers, customer was called to pick them up when they arrived, when she saw them she was upset because they were not fitted, she would not take them with her, I advised they were special ordered for her at her request and we can not return them to the factory so she needs to pick them up asapThe customer was not happy with our answers so she had a friend call, we also advised her that these were both special orders per customer request and we do not return special orders without a restocking fee, as stated on the sales order.We have done everything we can to make sure the customer has the items she ordered and that there are no service issues

Consumer states: I was able to return the item and pay the restocking fee and finally everything has been resolved

Consumer states: The company did not explain to me that they were not fitted. They also did not tell me they there was a re-stocking fee. I was assuming the arm covers would be fitted. If they are offering the restocking fee are they going to take that off of the down payment and the $60 for the arm covers?Now because I have charged it, I have paid $100 for the purchase of it. They told me that since it was a special order we cannot return it nor mention about a restocking fee. I much rather pay the restocking than pay for the entire cost of the chair.

I overhear our sales people all the time tell customers arm covers are not fitted they are just napkins.  This is why the customers sales order says arm covers, it does not say arm caps.  In regards to the re-stocking fee, customer signed the buyers approval on the special  order that clearly states any returns on special orders are subject to 25% restocking fee.  Mrs. [redacted]'s total purchase amount was $988.00.  25% restocking fee is $247.00, so there would be no refund of the $100.00 down payment or the amount of the arm covers.  The customer received delivery on 1/26/15, we have done everything we could to satisfy this customer, even paying for a service technician to inspect a recliner that has no service issues.  If we were to consider taking this back with a restocking fee it would be subject to inspection to make sure no damage has been done since delivery.