Ingrid Reicher

Review of Penney & Company

I bought a floor model coffee table on the weekend...

I bought a floor model coffee table on the weekend. There was obvious damage to one of the corners as well as several marks on the table top itself. I received a really good discount off the table so decided that I would take it. Michael, the owner, said that he would take care of some of the marks on the table top with a magic eraser. I expressed some concern over that as I had used it once before and I found that it actually takes off the paint. He assured me that they use it all the time and that there would be no problem. While I went to the bank to go get money, he used the magic eraser over all the marks. When I got back to the store, the table had been wrapped up and ready to go into my truck. Once I got home and put the table inside my family room, I immediately noticed that every area that he used the
magic eraser was now shiny and the table is actually ruined and looks terrible. I immediately took pictures and sent an email to which I got a response today when the store opened. Long story short, he basically said oh well you knew it was a floor model table, you got a deep discount, so hopefully you will be happy with your purchase. I take full responsibility for the fact that I purchased a floor model table, however Michael takes zero responsibility for the fact that he actually ruined the table by using a magic eraser. Prior to that, the table did not have any of those marks on it. This all happened while I was at the bank and had no opportunity to see the damage as the table was wrapped up when I got back to the store. I received a great discount because I was buying a table that had a corner pushed in and some marks. I ended up spending $450 dollars on a table that the owner ruined by using an abrasive material that ruined the finish on the table and takes zero responsibility for that. I am now stuck with a table that looks horrible, that I will need to have totally refinished to repair what he had done.

In response to Michael's note. I cautioned him against magic erasers. He cleaned 1 small red mark on the table while I was there, and then did the rest while I was not in the store. The table was wrapped up when I got back and therefore I had no opportunity to view the full damage. At no point have I ask you for a further discount, I have not asked you to return the table, nor have I asked you to pay for the damage you caused. You told me CC 40 is the closest match which is no where near the color of this table.
Sadly, this owner does not accept responsibility for ruining the finish. I caution anyone who buys furniture in this store to ensure they have not used this abrasive cleaner. Feel free to google it, or speak to any reputable furniture store/ refinisher.
The photos speak for themselves. A beautiful store with lovely pieces will never make up for poor customer service.

Finally, I emailed you directly over the weekend and respectfully waited until Tuesday when the store opened to get your response. I hoped that you would accept responsibility for the damage, but you just dismissed it. I did not jump to social media immediately, nor am I trying to ruin your reputation. The way you are handing this situation will dictate your reputation. The floor model is not the problem, it's the lack of ownership for the damage that is.