Incomplete product delivered, paid for assembly not completed, no compensation provided
I purchased a grey Biltmore sectional sofa from the ****** store at *******************. in Chicago on August 30, 2015. The total price paid was 1758.93, including a charge for delivery and set up. The order number was ******. Delivery was scheduled several weeks later for October 8, 2015. When the product arrived (around 9:15 am CST) it was incomplete (missing the legs, which are necessary for use). The delivery service indicated that the legs were not provided to them and there were no other items in the delivery other than the base couch units.
After a call to the store (around 11:15 am CST due to work schedule), customer service contacted me. Initially they indicated that a new couch would be delivered, but could not be available until the following month (over 3 weeks away). I asked whether the leg parts could be delivered instead and the customer service agent ***** indicated that he would contact the warehouse to determine if the part was in stock. After receiving no follow up, I called customer service at 1:30 pm (two hours later) to get an update. I spoke to ***** who indicated that the warehouse had not yet responded. After another 3.5 hours with no response, I called customer service again and spoke to a different agent. This agent located ***** as he was leaving and indicated that ***** had still not heard back from the warehouse. I then contacted the store to find out if there was someone there that might at least be able to provide a timeline for a resolution. I spoke to the store manager, Brandon, who indicated he may be able to retrieve the part from the local Chicago warehouse the following day. At this point, there was still no clarity on a resolution timeline.
The following day, ***** from customer support contacted me indicating that the located the part in the warehouse and would ship it to me. The shipping provided was FedEx "Express Saver," which would result in delivery on Wednesday, October 14, nearly a full week after the initial delivery of the sofa. I asked if ****** was able to compensate me for the inconvenience of being without any couches for six days. After a review, ***** was able to offer either a $150 store credit or a $100 refund on the original product. I selected the refund and a refund form was e-mailed to me. I then asked if the shipping could be expedited to overnight, allowing me to receive the missing parts the following day (Saturday, October 10). ***** indicated that was possible, but under that situation, due to the additional expense, ****** would not provide a refund of any kind. Wanting to have use of the couches, I elected to have the overnight shipping.
When the parts shipped, however, they were not shipped overnight, but instead retained the original FedEx "Express Saver" delivery. Tracking indicates they will not arrive until October 14 as originally indicated. Multiple follow up e-mails to ****** customer support and the store manager have yielded no response. I'm left with no couch in a one bedroom condo, meaning seating options are kitchen bar stools or the bed. I expressed this to ******, yet they showed no sense of urgency at all in resolving the issue.
The originally offered $100 refund for the sofa is not sufficient. I would expect Modani to provide a larger refund and a full refund of the delivery fees, as I will have to complete set up on my own.
Final Consumer Response
The business has provided me with a discount on the product and a refund of the delivery fee. This resolution was sufficient for me that I no longer require any further follow up. You can close this case. Thank you.