Business ProfileforHome Furniture Company Distribution

My fiancé & son bought a DAKOTA power reclining sectional sofa from NI store for my Xmas/bday >$2,800. It arrived on 12/20/23 but is/was too big. It occupied 10-11 ft of a 14-15 ft room. It used 3 separate outlets/4 electrical cords with 2 cords in our path. It left less than 2 ft to pass in some areas. Next day, my fiancé called salesman. He also spoke to store & possibly delivery mgrs. The solution was rearrange/remove pieces-an option by ppl w/no visuals. My fiancé deferred to me for further contact. I spoke to salesman about my concerns/returning the sofa w/in 24-48 hrs of delivery. I understood sofa could be returned/exchanged & REFUNDED Also, someone was coming on Sat betw 9a-3p. I tried contacting them for other options & left message. Nobody returned my call. I stayed home on Saturday. It was nearly/after 3pm when my fiancé got text that they were enroute but the schedule time passed and I left home. I called for salesman a few times in the following days/weeks and was told he was out. Customers shouldn't have to continually reach out. I spoke to store mgr **** ****** about the sofa. He knew situation & assured the acct would be credited. He directed me to pick another sofa & search at any of the stores. I visited NI & Lafayette locations. My living room was off limits due to pending sofa’s removal. The lag time & miscommunication in between was through no fault of my own. I found a smaller sofa (for less). It was delivered but the process took 1-2 months. a STORE CREDIT and NOT a refund was issued. This is very disheartening and Now my fiancé owes the original purchase amount. I'm no longer confident in the merchant. The store made effort to keep profit w/o regard for customer service. Although thankful for the original sofa, the overall situation has been a nightmare since 1st delivery. The store's goal is to prevent/discourage a refund for merchant to retain profits at the customer’s expense. A REFUND is sought and justifiably warranted.