April 21, 2023, 4:45 p.m. by Pedro
Order Number 559867
To whom this may concern,
I am writing in regard to a return request.
On March 25th, my wife and I visited the City Furniture Showroom store in Tamarac, Florida and were assisted by a sales representative named Jose Diaz.
We were in search of several items, including living room furniture, dining room furniture, and furniture for our master bedroom and nursery. We spent the entire day searching and making decision under the assistance and help of Mr Diaz.
For one particular piece, dining table, we had our doubts about wether the table would fit in the area or not. However, Mr. Diaz informed us that we had 24 hours from the delivery time to claim any damages or make a return, even if we received the items separately (which we did). City Furniture was having a promotion that weekend, so the communication to us was, purchase it and if it doesn’t work out you can return or exchange it. That assurance helped us make the final decision to buy the item, as we really liked it but had doubts about our space.
A few days later, we received our chairs and bench along with a living room couch. However, upon receiving the dining table set, we noticed a few things:
A) The assembly instructions provided were for a completely separate piece (a dresser). However, we were able to make due.
B) One of the bottom feet were missing. For which filed a claim.
C) But more importantly, the table was in fact too large for the space. We were concerned with this from the beginning. But because of the return assurances we were given we moved forward with the purchase.
When we contacted customer service to discuss a possible return, Nelci, who identified herself as one of the managers, informed me that City Furniture's policy was that there are no returns once the item is delivered. We explained the situation and that while in store we were told multiple times by the sales representative that we could return it. Again that assurance, is what led us to make the purchasing decision that day. However, Nelci repeatedly stated the no return policy. When we asked to speak to another supervisor, she denied my request, explaining that she was one of the supervisors.
We then called the store and spoke to the manager, who understood our situation and was willing to help by sending an email to his supervisor. I was informed that someone would reach out to us within 24 hours, and we are willing to wait to speak with someone who can help us.
We were then contacted directly by the sales associate, Mr. Diaz. We began the conversation explaining the situation and we’re expecting that he would be able to help us. However, he was immediately defensive and combative. He continuously said on the call that he never said that and would never say that return is possible. This was confusing because the statement of us being able to return the piece happened multiple times. This wasn’t an offhand comment. This was in context of a conversation around should we buy today or wait and purchase later after we were more sure about the space. It was evident from his defensiveness in the call that he had no interest in helping us and only cared about his sale. Ultimately, we feel that at the showroom he said whatever he needed to say, accurate or not, to get the sale.
We have been clients of City Furniture for many years now and have never had an issue until now. In addition to enraged about being mislead by a sales agent. It is incredibly disappointing and frustrating not to get the help we need and to be confronted by representatives instead of receiving assistance.
These are significant purchases, and we had planned to come back for additional furniture pieces, but that will not happen until this matter is resolved.
We would appreciate it if someone could reach out to us to further discuss and initiate a return process, as we were misinformed by one of your employees during our purchase day. We are open to returning the item for store credit so that we can get a piece that is more appropriate for our space. If this issue cannot be resolved, we will pay our credit card balance and cancel the card and stop being a City Furniture customer. We will also consider placing a dispute with the bank due to the misinformation provided.
We hope to solve this in an amicable manner so things don’t need to be escalated. Thank you for your attention to this matter.
Regards,
Pedro Moras and Arlianne Velez
954-801-3640
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