I purchased a livingroom set in May of 2009, In December of 2009, I called the service department because my sofa cushion was gulling in the middle, the service tech came to my house on December 15,2009 and we both found that the core cushion was 2 pieces and separated in the middle causing a gap. The service tech wrote down his finding and said he would order a new core. In Febuary after not hearing anything, I was advised that nothing was done or ordered, at this time I demanded a supervisor, I was put on the phone with Kristin from the Moorestown store, she assured me that she would take care of this and put a new order in. March I called back again and was advised to call the Northeast Phila store and speak to OJ, he is one of the stores managers( as he told me)He told me that there was nothing on the system and he would order the cores and have the fedx overnight, at this time I insisted that they would need to replace all 3 cores, to make sure that my sofa would be even. This was agreed and he would order all 3. April I called again, still no cores, OJ was to call the manufacture
and get back to me, that never happened. May I called again and got the run around again. June, I emailed the corporate office, they forwarded my email to the Northeast store, I got a call from Chris Murphy (store Mgr) he advised me that OJ was no longer there and that he never placed my order. He then went on to give me the runaround, telling me that all replacement part come in a big trailer and that most parts are just hinges or small items and that they won't send out the trailer until its filled. That could take years...I've been waiting since December 15,2009, thats 7 months. How much longer am I expected to wait to have my sofa fixed. The store has new managers every month, and no one can or won't do there job or even follow up. My sofa is no longer made, so they can't offer a replacement. I have ordered a lot of furniture from American signature and most recently a livingroom set for my family room, that was delivered with a rip, I wanted a new sofa but the service tech talked me into him sewing it, what a big mistake, I should have demanded a replacement, What kind of service will I get when it rips again. I am so upset over this run around, all I want is my sofa fixed, Is that too much to ask? Also the fabric is now rippling and it starting to really look bad...I paid extra from the extended warranty, What do I have to do to get someone to actually do there job and make a good customer happy?
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