My wife and I went in search of a new chair for our living room this weekend. Sofa Mart, in Clarksville Indiana, advertises, "unconditional return on any purchase within 7 business days." This sounded too good to be true, but in fact, they confirmed this for me when I showed up to look at chairs. The store manager told me, I could "return any purchase for 7 days", and I said, "no restocking fee", and he said, "none at all."
I bought the chair, and my wife decided she did not want it, so, on day 4, I called the store to find out what I had to do to return it for a refund. I was told that the "return policy was actually an exchage policy", and I could exchange the piece I bought for another. When I tried to explain that this was not what the store manager told me at the time of purchase, I was told that it was explained to me at the time of purchase that it was an exchange policy and not a return policy. I then asked them why, after asking twice at the time of purchase to be sure I understood the policy, did they tell me it was a return for refund policy. They said that they did not. I asked to talk to the store manager, and was given the run around, and was told he would not talk to me. I asked to speak to his boss, and was told that he was going to tell me the same thing that they had already told me, and he would not talk to me.
I am pissed!!!!!! The reason I bought the chair in the first place was because they told me if I got it home and we didn't like it, we could return it for a refund, not exchange it for a different chair. The fact that they screwed up and gave me the wrong information should not preclude them from honoring their word and giving me a refund.
In the end, I hope they enjoy that $400 dollars. It is the last time I will ever set foot in a Sofa Mart store again. Sad for them, as my wife and I we also scouting for new furnishings for the house we are building. Because of their poor customer service, they have now screwed themselves out of a possible $20,000 potential sale. What goes around, comes around.
Review about: Sofa Mart Sofa.
Monetary Loss: $400.