I'm disappointed in the furniture; however, extremely upset service & the disrespectful customer "service".
I purchased a beautiful ******* Sofa bed, love seat & tables 3/8/2014 for a total cost of $4,283.40. The cusions have "sunk" into the furniture & we are sitting on bar that hits us in the back of the thighs when we sit.
When I called on 9/23/14, I spoke with the store & they were very nice. They recommended me to the service department @ the corporate office. I called 3x on 9/23-24/2014,& got no reply. I called the store, again & the store manager was very nice, and e-mailed the service coordinator & "cc'd *** *******" on the e-mail.
9/25/2014, the service coordinator called & said the service tech would call me to set up appt. 9/29/2014- I called back to ask about the tech who was supposed to call- she'd call him again. 9/30/2014, I called again & got no support & asked to speak with the manager. The service manager was very nice & agreed to send Gavigan's service tech (not the contracted tech that has yet to reply). 10/2/2014 Gavigan's tech came out to look @ the furniture & take photos. All agreed that this is "not right" (all ncluded the service tech & the manager & all who saw the photos) The manager assured me that ******* would replace the cusions & they would be in in 6 weeks. (6 weeks pass...) 11/13/2014- I called to check status & the cusions are NOT on the way, & ******* has NOT agreed to replace them. I asked if anyone was planning to call me, & I was assured that "I just go this information & was going to call you today". I asked for a copy of the e-mail from ******* stating this & the e-mail was dated 10/28/2014. They DID NOT JUST GET THIS INFO, nor do I believe that they were "just getting ready to call me today". Thanksgiving is in 2 weeks & I have no place for my guests to sit. I do; however, have a >$4,000.00 bill for furniture that I can't sit on. No one has helped me, and their tone & manner is NOT one of customer service. I was told that I was speaking with *** *******, homself; however, I question this b/c he was VERY unprofessional, rude & unhelpful. I am rather shocked to experience such deplorable customer service. They continued to blame ******* Furniture & are extremely unhelpful. I have made 13 phone calls so far & I am no closer to a solution. Very upsetting.
I would like for Gavigans to stand behind their product, & repair, replace or refund. I love the set, but it's unuseable in its current state. I don't want anything special, just for someone to help me with this problem & stop giving me a run-around & speaking to me as if I have done something wrong. Very, very rude.
Business Response /* ****** *** 2014/11/26) */
November 26, 2014
Re: Case #XXXXXXXX
Please see the attached 8 page pdf file regarding documentation of this claim. Gavigans Home Furnishings has offered two options to this consumer, both were rejected by the consumer.
The emails contained in the pdf explain the situation in more detail. Gavigans has made multiple attempts to satisfy the consumer, to no avail. We have gone as far as to contact the supervisor of customer service as well as the east coast sales manager at ******* Furniture to satisfy the consumer's issues. Please see our service technician's document containing the consumer's signature.
Gavigans is a facilitator of the ******* manufacturer's warranty, we defer to their advice and suggestions. The two options are 1-custom cut and replace cushions 2-return the merchandise to the manufacturer for factory inspection and repairs. The options have been made available and discussed with the consumer.
Regarding the many contentious phone calls; Mr. ******* did speak to this consumer on multiple occasions and made sure to take every call with our service department present, as well as the office manager to alleviate any confusion as to how the situation has been handled. Not once did ****** ******* call the consumer a liar or scold anyone. The consumer fails to mention that she harassed our service department via telephone, and was extremely aggressive and combative during each and every conversation with Mr. *******. The consumer accused Mr. ******* of being an imposter and demanded to speak to "his father" who is the President of the company. *** ******* is the Vice President of the company and has no reason to lie to a consumer, or act in an aggressive fashion. We are attempting to correct this problem, but have been met with nothing but abuse and aggression along the way. "Don't you have control over your business?" and myriad other abusive comments are counterproductive and do not reflect Gavigans Home Furnishings business conduct in any way. We would prefer to have discussions that do not involve accusations or screaming, as the issue at hand is the merchandise, which we have attempted to correct to no avail. As always, we are more than happy to take care of the situation per the manufacturer's warranty and guidelines.
The consumer may contact our customer service department at XXX-XXX-XXXX **** to discuss the consumer's choice of options offered.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not surprised at all with this reply- it is exactly what I expected from him. He was much more interested in argument than resolution.
Last week, I received a call from ******* furniture (direct), & they are very interested in correcting this situation & I requested to work directly with *******, as Mr ******* is very angry, and I am unable to communicate with him.
******* seems sincerely interested in correcting this problem & I am very thankful to work with someone who has listened to my concern, understands the problem, & has offered to help.
My problem is not fixed; however, I feel hopeful, as ******* sounds sincerely interested in helping me & has identified that he thinks a adjustment spacer will correct the problem. I am unclear if I still need to go through Gavigans for the service.
Final Business Response
At this time, Gavigan's Home Furnishings requests that this case is closed, as the consumer has made abundantly clear that she no longer wishes to handle this case with our company.
Per ****** ******* ****** request; the local sales representative for ******* Furniture has contacted the consumer directly to address the myriad issues, as well as to avoid any more extremely contentious communications between the company and this consumer.
As suggested by our service department upon the first service inspection from Gavigans; we are advised by the sales representative that the consumer will receive the spacer bars, however, the required parts and subsequent service is to be handled by an independent service technician and ******* Furniture. This was the original course of action suggested, and the course of action that was refused by the consumer.
Gavigan's also requests that any communication from this point regarding this case and the consumer come from the Better Business Bureau only. The independent technician will handle the service portion of this case, and will contact the consumer concerning the repairs.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree that I do not want to work with Mr ******* ever again. I have, in fact hared from ****** Furniture, directly. Mr **** is extremely kind, & very easy to work with. He's respectful & professional. He has arranged to have the furniture repaired.
I will be glad to close this complaint after the problem is resolved. I do ageee, that correspondance with ****** *******, Jr. is not an option; however, I recieved a call from a service rep named *******, who said he was calling from Gavigans to schedule the repair. I am still a little confused as to who is coming to complete the repairs, but I just want the sofa repaired. This has been a terrible experience.
Please stay the course with this concern until it is resolved. I am glad to close this report once the furniture is repaired.