Town & Country Furniture

Review: Sales tactics were intense and misleading. Invoice amount was calculated incorrectly but was never informed of this. Product was expected 8 weeks from order placement (was told 6-8 weeks for delivery). I received the product almost 12 weeks from order placement. Product was delivered and it required assistance from me and my daughter to unload the items. The furniture was placed in the living room and that's when the bill settlement dispute arose. The settlement charge was an extra $100 than what was quoted to me. I was upset by this and told the person delivering the items that $100 extra may not seem like much to them but it was a lot to me. I told him that if I had been made aware of the correct total upon placing my order, the sale would not have been made. He offered no solution to the issue. The product itself was not what I expected. It was flimsy and seemed poorly made. The headrest cushions are not the same size.Desired Settlement: I would like them to pick up the furniture and refund my money. I do not want store credit. I will never do business with this company again.

Business

Response:

We received the complaint ID # [redacted] made to our company and this is our response:

Customer came in and se lected a sofa & loveseat. She then came in several weeks later to order it. At that time she decided to order a set with power in the loveseat recliners which is a $100 up charge that is strictly our cost-no profit for us. She was given her invoice which is #18141 showing the $1599 plus tax. An error was made after the sales tax was added and down payment was taken off, making the ba lance be $100 off. Record keeping corrected the error with the balance due before delivery. Customer has agreed that t he amount was $1599 plus tax at the t ime of sale and that it is correct, so it should not have been a problem. She was given free delivery at the time of sa le as long as she had help to unload it into house. The sofa & loveseat is exactly what she ordered and she had the option to buy the set on the floor. The set was special ordered and shipped to our store on June 19, 2013. Our pol icy is to call the customer and leave a message to let t hem know the furniture is in. We did not hear back from her and finally was able to speak directly with her the week before (Aug 8) and at that time we set up the delivery for August 12, 2013. We did apologize for the final balance due being off, but it is the correct amount it was just an error in addition that happened in the invoice after the sales tax and down payment were calculated. She knew at the time of purchase the price was $1599 plus tax. She put $1,000 down when she ordered it and now she has cancelled her check for the balance due. At this time we are out the furniture, the $686.95 balance due, the charges from the bank, and the delivery charge of $30. Our slips states no cash refund and she does not want to. Her story is not correct and we have 3 sales people to verify it.