ComplaintsforRoby's Furniture & Appliances
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Complaint Details
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Initial Complaint
02/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a couch. It had an open seam on the cushion. I agreed to a discount for the open seam. The couch is delivered and there are 2 additional flaws. A popped tuft on each of the 2 seat cushions. These flaws were not pointed out, not discussed regarding the discount. In photos taken in the store you can see that 1 popped tuft was hidden by a decorative beverage tray. I went to the store the next day to request a repair for the additional flaws. I was told due to the discount it was sold as-is. I pointed out that the additional flaws were never discussed. The manager agreed to request replacements from the manufacturer. I was later told repair. I made an appointment for the repair. Drive from ******** to Tillamook for the repair. The man showed up with 1 cover. We already discussed this was not an option. He was unable to make a repair on either cushion. He instructed me to call the store for next steps. He then called me and told me they would need to be repaired in Lincoln City. Call the store, ask for ****, schedule the pick up. I left 3 messages with store employees. No call back until I said I want to return my couch.He left me a voice mail telling me I cant return it. I called and left a message with an employee. He has not called back regarding repair nor return. At this point have a couch in need of 3 repairs, of which I agreed to 1 of these flaws. Ive made 1 unsuccessful appointment, now left 4 messages, reached out to the manufacturer. I asked for repair or replacement from the start. Now Ive been ignored, inconvenienced, deceived by the sales person, and no closer to getting what was agreed upon. I want a refund because I have made sufficient attempts to rectify a situation, to which the store agreed to provide a solution. At this point I would like to be done with this situation, return the couch, get a refund. I would even be happy to pay the delivery fee if they just refund the money and take back the couch.Business response
02/23/2024
Hello ******************,
It sounds like a he said, she said situation. Your sofa was sold "as is" and the invoice clearly states that this had seem issues. On the bottom of every invoice is a way to get a hold of me, but instead you've decided to go to the BBB. That doesn't make me want to help you. According to our notes we've tried to get a hold of you and left voicemails. So the lack of communication is just not true.
However, I would be happy to replace the cushions that have issues. Please email me directly so we can resolve this issue.
Finally, the invoice total was $1,608.10 so the fact that you are asking more than that is offensive. You paid $1599 for the sofa and a $149 expedited delivery fee.******
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.