Hafers Home Furnishings

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 $ 25% restocking fee is $247.00, so there would be no refund of the $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

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.

Review: --[redacted]

On 12/13/14 I went to Hafers to purchase a recliner chair. [redacted](salesperson) said there was a sale going on. There is NO SALES TAX and FREE DELIVERY. When I was signing the sales orders she told me the sale was for cash customers only. Because I went on their 18 month no interest plan they would have to charge the taxes. I never got a good reason why CREDIT customers did not get the same sale as CASH customers. The total taxes on my order was $78.88. That's a lot of money for SENIOR CITIZEN to loose and not have a good reason why.

Then on 12/15/14 I called [redacted] and ordered arm chair covers, the only thing she told me was they would be $60.00. (Why did'nt she charge me sales tax on the sales order? After all I was still a Interest paying customer,) But I decided to pay cash for them on 1/23/15. I still was not informed these arm chair covers were a flat piece of material, and not a fitted cover. So when I went to pick them up on 2/3/15, that's when I found out they were two flat material pieces and not fitted. That's when I told them I did not want them.. They said I would have to keep them because they were a special order. The lady I was reffered to was going to talk to someone about this and get back to me in two days. As. of 3/1/2015 I di not have the arm chair covers or my money back or any answers.

On 1/26/15 I did get the FREE DELIVERY which was part of the sale..

Since they did not inform me on the CASH for SALES TAX and what the arm chair covers would be like . I feel they misrepresented the store and La -z- Boy.

Since I have been so upset about all of this, I had my best friend call and she could not get any answers either. She talked to three different ladies [redacted], [redacted], and [redacted].Desired Settlement: To solve these problems I would like the chair returned and refund my down payment $100.00 and the $60.00, for the arm chair covers.

Business

Response:

Mrs. [redacted] 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 18 mos. She chose to finance, this is why she was charged sales tax. The ad was very clear no sales tax for cash customers or finance options were available. Mrs. [redacted] chose a La-Z-Boy recliner with massage & heat. She chose to special order it in a fabric that we did not have in our store. After delivery she called and advised she didn't really like it and wanted to return it. We advised her we do not take returns on special orders , we ordered this for her in the specific fabric she wanted. If 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 order. She was upset and then started saying that the recliner was uncomfortable and she had no back support. We 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 necessary. He 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 broken. He reports it is just buyers remorse. She doesn't like the chair, it isn't comfortable to her, her legs are to short to sit back easily. He overheard her talking to someone else there about some other stuff she bought and wants to return elsewhere. We paid the service technician to inspect her recliner that had no issues with it. Customer phoned on 12-15-14 and advised she wanted to order arm covers to go with recliner. La-Z-Boy makes the arms covers and the are not fitted just napkins. That 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 asap. The 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

Response:

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.

Business

Response:

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.

Consumer

Response:

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