The customer came into our store on 11/01/2017 and purchased a LazBoy Recliner off the floor and ordered a LazBoy reclining sofa. Both of these were on the floor for the customer to try out before purchasing. We could not sell the sofa off the floor but explained to him that we could order it for...
him. The customer tried out both pieces of furniture before purchasing them. As shown on the invoice, the customer signed - All floor mode! sales are final!! No refunds or exchanges (customer initial next to that on the invoice). A separate invoice was written for the special order, customer also initialed the special order box where it states; Money not Refundable- Special Orders cannot be canceled or exchanged. The recliner was delivered to the customer on 11/11/2017 (which is also shown on the invoice attached that was signed and dated by the customer), over a month before the sofa was delivered. This is the first time we have heard that the recliner was a problem and it has been over 2 months. If it was a problem I would have expected that we would have been notified well before 2 months of being in the customers home. In addition the sofa has been in the customers house for over a month and we are also just hearing about the comfort issue. We cannot offer comfort guarantees to our customers as our manufactures do not offer this to us. Please understand that we cannot take furniture back that has been in a customers home for as long as it has, as it has become used furniture and cannot be resold as new and merchandise is not refundable from the manufacture after it has been in a customers home because it is uncomfortable. We feel that we have done what the customer requested of us and we do not feel that we have an obligation to take back merchandise that has been in the customers home for the amount of time that it has been. We have been in business for more than 45 years and have always attempted to do business in a manner that provides good customer service to the many families here in Ridgecrest. We feel that we have provided that service to this customer as well.
The customer came into our store on 11/01/2017 and purchased a LazBoy Recliner off the floor and ordered a LazBoy reclining sofa. Both of these were on the floor for the customer to try out before purchasing. We could not sell the sofa off the floor but explained to him that we could order it for...
him. The customer tried out both pieces of furniture before purchasing them. As shown on the invoice, the customer signed - All floor mode! sales are final!! No refunds or exchanges (customer initial next to that on the invoice). A separate invoice was written for the special order, customer also initialed the special order box where it states; Money not Refundable- Special Orders cannot be canceled or exchanged. The recliner was delivered to the customer on 11/11/2017 (which is also shown on the invoice attached that was signed and dated by the customer), over a month before the sofa was delivered. This is the first time we have heard that the recliner was a problem and it has been over 2 months. If it was a problem I would have expected that we would have been notified well before 2 months of being in the customers home. In addition the sofa has been in the customers house for over a month and we are also just hearing about the comfort issue. We cannot offer comfort guarantees to our customers as our manufactures do not offer this to us. Please understand that we cannot take furniture back that has been in a customers home for as long as it has, as it has become used furniture and cannot be resold as new and merchandise is not refundable from the manufacture after it has been in a customers home because it is uncomfortable. We feel that we have done what the customer requested of us and we do not feel that we have an obligation to take back merchandise that has been in the customers home for the amount of time that it has been. We have been in business for more than 45 years and have always attempted to do business in a manner that provides good customer service to the many families here in Ridgecrest. We feel that we have provided that service to this customer as well.