Exclusive Furniture — redelivering damaged couches
On aug 20, my husband and I went to exclusive furniture to get a new living room set. After looking around I fell on love with a black sectional. We started the paper work which took about 2 hrs for everything to get done. We paid 175 down and walked out happy. We were told our new couches should arrive the following day between 11 am to 3 pm.
The next morning my husband threw out the couches we had to make room for our new ones. 11 o clock passes and so on. 3:00 hits and the driver called and said he was 15 mins away. 3:20pm and they arrive. I was so excited. The drivers walk in carrying the sectional (2pc) thy bring in both pieces and start to unwrap it. After they did that I start lookin to see if there are any scratches or holes because when they brought them through the door the plastic torn. I noticed there was smudged all over the sectional and I seen a small tear. I asked them what was that on there? They didn't know. I even grabbed a wet towel to see if it was just dust. I wiped it and it came right back. I wasn't to happy with I seen. I contacted the office and they said that if I wanted news ones I had to wait til Thursday. I told them that no! I needed my couches today. I was expecting company over for dinner. I then said if I wasn't able to receive my new couches today I wanted my money back. "frank" the manager said that it couldn't happen for me to get my money back. There was nothing he could do. I was furious! They left and we had nothing. I made a report to the company and no one contacted me. I had to cancel my dinner plans for that night. I cried after they left because they could of at least offered to leave those here for the meanwhile. At least for my kids to sit on.
After making my first report to the BBB. The next day my husband missed the day of work to get everything settled with my couches. While I was at work my husband called and said that they said there was nothing that we could do but wait for Thursday and that we couldn't cancel because we signed a contract. I asked my husband to put the owner on the phone. I spoke to Mr. Fawad Zavary -owner of exclusive furniture and I told him about the situation. I told him I spoke to "frank" and he told me that I could cancel my services the day that they delivered the damaged couches to our place. Fawad said that they don't cancel orders. I told him "frank" said I could. From there the owner asked me several times what can he do to make me happy. I told one to delivery new couches. He said they couldn't because the warehouse is closed but we can pick them up. I explained to him that we don't own a truck. now we have to go through hell trying to get someone to help us. He then asked again what could he do to make me happy and I told him I'm telling you what you can do and you're telling me it can't happen. He then told me that he was in the see what you can do so not even five minutes later my husband call me back and he said they were going to deliver brand-new couches. My husband and told me that the manager apologized several times for the mistake and said that the couches should be there on that Wednesday between 4 to 6 pm. I then called the owner back to tell him thank you for everything he's done to help us with situation and he repeatedly apologized several times once again. Yeah that day I called the store to ask them if the drivers for one to call me before the arrival the lady on the phone had no idea what was going on. She then double check to see if a delivery was scheduled to go out and there was so she said that they were on their way. Once the drivers arrived they made their way in my home with the couches and arranged in the way I wanted to. While they unwrap the couches I noticed the same stain that was on the cushion and the same tear this time is was covered up. I asked the drivers if they were the same couches and they didnt know because all they did was load it on the truck to drive over here. After seeing the same couches in my home once again I then called the store and at that time the owner of the company was gone that supposedly he was off to get married and that he wasnt coming back till Monday. I told him the situation once again and they said that I could go get my money back that there was nothing that could be done. I needed couches that day and j asked if i were to keep them if they would give me a discount which they only offered $75 and I told him hundred because they were already giving me $99 for delivery fee that was supposed to be taken off long time ago. They put me on hold for a little while and they told me that I could get the $200 which was 100 discount for the damages and 99 for the delivery fee I told him that I didn't have a choice but to keep the couches because my kids and i had nothing to sit on I was having company over that same night. I signed the paper to get them out of my hairs because I was really frustrated. about 30 minutes later I went back to the store to get my $200 back on the card and at first they tried to only give me $100 and I had a remind that it was suppose to be 200. I'm really not happy with the service that they provided me I'm really agitated because no one to this day still has contacted me about the situation. I made a post on my Facebook page twice and they deleted both comments. They blocked me! I told them that I was going to contact the local news stations that I did make my report to the BBB and I won't let them get off this easy because if it happened to me I know it happened to other people. I've been so stressed out about the situation you know we work hard for everything that we want and I had a nervous breakdown I cried several times dealing with the situation because you know this is something that I wanted and it not fair of the way they handled this matter.