Suburban Furniture Corp.

Review: I purchased a sofa and recliner. When they delivered the furniture the recliner was the wrong color. So they left the wrong one at my house and said they will swap it out with the right color. That was a month ago. They called me to deliver the right color recliner and he told me that I had to pay about $168.00 more. I paid in advance for the furniture the bal. upon delivery. Now they said I either have to keep what I have or pay the extra money. They never told me that it would cost me more to have the recliner match the sofa since I ordered the furniture at the same time. The sales person [redacted] told me they would swap the wrong one with the other which means I shouldn't have to pay. then they told me that the chair I chose doesn't come in brown. No one told me that either. They also didn't tell me anything but that they will swap it out. I shouldn't have to pay more because They made an error. I would like my furniture to match and I should have been told that it didn't come in the color I wanted when I ordered it. I feel that they should give me the brown recliner take back the one that doesn't match and be done at no further cost to me.Desired Settlement: I want the chair that is brown that matches the new couch not a very light beigh and I should not have to pay any more for it since I didn't pay in advance. Thank You

Business

Response:

The exchange of the recliners is scheduled for this Friday, May 2nd at no additional charge to the consumer.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I ordered a couch from Suburban Furniture over a month ago. When I placed the order for the couch, I did not receive any delivery information. They told me the couch should arrive at the warehouse within 2-3 weeks. So I patiently waited at least two weeks for a phone call from them only to get no answer on the status of my order.Every time I called the store to check up on my order, they told me they had no information on the location of my couch. I recently moved into a new apartment and have now been without a couch for a month. They have not offered me any type of explanation nor compensation for their lack of information regarding the status of my order. All they keep telling me is that "it shipped". When I asked to speak to a manager, the operator said they do not have anybody of a higher status that I can talk to, and that they would just give the call right back to her.They have the worst customer service I have ever experienced. Needless to say, I still do not have my couch.Desired Settlement: Whenever they decide to deliver my couch, I would like some type of deduction in final price for the couch. I feel that it is extremely unprofessional for a company to give absolutely no explanation as to the status of an order. We have called them at least ten times since we placed the order in-store, and have yet to get an answer as to where the location of the couch is.

Business

Response:

We certainly do not want any of our customers to be disappointed with the service they receive at Suburban Furniture.[redacted], you have been assigned several times to the very rare cases that customers have complained about Suburban. And these issues are resolved very quickly. This matter is no exception.The special order items were placed on 4-22 and delivered on 5-22. The customer was quoted four weeks. The customer was offered a loaner sofa to use while their special order was being produced and they declined the offer. Until an item is actually on a truck and headed our way, the manufacturer gives us a general ETA, which matched the quoted lead time. Our office staff relayed whatever information was available to us to the customer. We understand that because the information given to us is approximate and general, this can be frustrating to the customer. When it comes to order status, any of the office staff can handle these inquiries, and can do so as effectively as a manager. We thought we had set the expectation level of the lead time at the time of sale by quoting four weeks. It seems the expectation on the customer's end was different. And because of this disappointment, we had a delivery team make a special delivery to the customer the same day the merchandise arrived. We certainly do appreciate this customer's and all our customers' business. We have sent this customer a Suburban gift card for any troubles they may have experienced.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The $50 gift card we received will not be used. Thank you, but we will not be doing any further business with you in the future.

Regards,