Placed a custom furniture order on 4/22/18. The o...

Placed a custom furniture order on 4/22/18. The order was completed and delivered on 11/5/18. That is after various calls and trips to the store, because no one noticed only 1 of 2 ordered couches was made and delivered, once it came in, arm was cut, back was separated from it, and a leg was missing before they even loaded it for delivery, no one knew when my parts came in for repair until I called and had them look...sigh. I gave the delivery/customer care department the star. They deserve 5 stars with their attempts to resolve all hurdles, but I had no way to reflect that other than to type it. Tim Cronin, sales associate....haven't heard from him since 4/22/18. Store manager, John, cleared up all of my confusion tho. Sure did. He told me that it is not policy for him to follow an order to completion even tho there is a noted issue with the order, or to offer money back unless I asked. I noted that I had paid in full on 4/22/18 and before I could finish my sentence, he told me "That's what people do when they purchase things. They pay for then." Don't believe me? Ask the 2 staff members he said it in front of on 9/5/18. No words. Actually I have a few more...what kind of customer service do you think people deserve for purchases in the thousands of dollars? Don't answer because you already showed me.

update 4/1/19:

Just prior to posting a review to this website, I had also sent an email complaint to corporate. The President emailed me back right away that Monday morning, 11/19/18. He then had someone follow up with me directly by phone on 11/19/18. Her name was Sue. She updated me as to what all occurred after my email was received, and noted that the contents were quite disturbing and embarrassing. Most of my questions and concerns were addressed at that time. I would like to note that even the witnesses to the in-store situations were consulted and my accounts of those dates were substantiated. Unfortunately no one can figure out why John reacted to me in the manner in which he did, as I was assured he had never acted like this before. Not even a guess as to why I was treated this was since when asked he even replied that he didn't know.

I was offered a $300 and mailed a $500 gift certificate. I merely accepted what was offered to me as I didn't believe that I needed to tell anyone a total of $600 in refunds and the opportunity to get more items from them with the $500 gift certificate came nowhere close to balancing out the headache for this +$5000 purchase. As a matter of fact, I told her not to even waste the postage sending it.

I was asked to update my review since I was contacted and a resolution was attempted. I resigned to wait to update my review...the same 4 months that I had to wait for my resolution. All in all, I and my guests LOVE my furniture.