I will be leaving another review…
I will be leaving another review because, at this point, it appears to be my only way to communicate with you, especially since you have also blocked me via text message. When we were in your store, you followed us around as we tried multiple couches and were standing directly in front of us while we discussed what we were looking for. I made it very clear that I needed a completely washable couch. We had a detailed conversation about my past experiences with warranties and how I had been searching for a washable couch for a year and a half. When I explained an issue I previously had with a warranty through Macy’s, you specifically told me that if a zipper broke, you would drive a replacement cover to my house because that would be considered a defect. There was never an installation issue. I have removed and reinstalled couch covers more times than I can count with my previous couch. Yet, when the zipper broke on this couch after just three weeks, you spoke to me as though I had no idea how to put a cover on properly. The zipper broke when I barely touched it, and I had only owned the couch for three weeks. When we spoke on Tuesday, I explained that I was surprised there were no secondary covers available. You told me that the price point of the couch was the issue. What I find particularly frustrating is that you had the exact type of couch I had been looking for, the Alpine, in your showroom, and you posted an advertisement featuring it the very next day. I cannot understand why you did not mention this couch during our conversation on Tuesday, especially after the detailed discussion we had about my specific needs and what I had been searching for over the past year and a half. I also called because I wanted to know whether I should contact you directly or the warranty company, given that I had owned the couch for only three weeks. I was trying to resolve the issue, not create a problem. Instead of addressing my legitimate questions and concerns, you chose to block me on both social media and text message simply because I asked why you had not told me about the Alpine couch during our conversation on Tuesday. That is incredibly unprofessional and disappointing customer service. Blocking a customer does not resolve the issue, nor does it change the fact that I purchased a couch based on the needs I clearly communicated to you before making the purchase. At this point, I would prefer to discuss returning the couch and receiving a refund, if that is an option. Given how this situation has been handled, I no longer feel comfortable continuing to work with you. I purchased this couch in good faith, was upfront about exactly what I needed, and trusted the information you provided. I do not think it is unreasonable to expect a functioning product, honest communication, and professional customer service when a problem arises just three weeks after a purchase. I would appreciate a response regarding the possibility of returning the couch and resolving this matter professionally.
By Jeanine