Are We Being Unreasonable? About This Page:

[NERebeca]

We ordered furniture from a local furniture store on October 1. They said it would take 6-8 weeks to arrive from the manufacturer. No problem, we've ordered from them before and were satisfied.

However.....At least 2 weeks after the order (DH swears it was a month), they call us and tell us that the furniture we ordered is no longer manufactured and wanted us to come in and reorder. Ok, fine. Not happy that they didn't know this sooner, but whatever. So, we reorder the furniture.

Now, from a customer service aspect, we feel that we should be given the same price as what we originally ordered, and the order should have been expedited to arrive in the original timeframe. Oh no, it would be another 6-8 weeks.

Forward to December, shortly before Christmas. I call to ask them about our furniture and was told that it would be after the first of the year due to weather situations at the manufacturer and the holidays. Still not happy, I expressed my frustration calmly and was told that there was nothing they could do, they'd already given us $100 off (not sure where this is coming from since the 2nd order was $150 higher than the original). Whatever, we would wait until after the holidays.

That brings us to today. DH called again to ask them and they now say that it will be the end of the month. We've had enough excuses, we are cancelling the order.

So, anyway, I checked our receipt and their cancellation policy reflects items that are layaway items, and items that have down payments made on them. Both state that they will not refund the money. We don't fall into either category since we financed the furniture. But, I will bet money that when DH goes to cancel the order, they try to weasel their way out of it. They also say that under no circumstances is the delivery fee refundable. Well, I'm not paying $40 for delivery when it hasn't been delivered....

I don't think we are being unreasonable, as a matter of fact I think we've been more patient than we should have. If they refuse to refund the money that we've paid every month since October, I think I might just have a lawyer look at their return policy.....

[elbug10]

As someone who works in customer service, I don't think you're being unreasonable at all. If there was a problem with the original order, they should've notified you a.s.a.p. and in good faith given you the original price, or at least deducted the delivery charge. I would ask to speak to the highest manager possible, and if that doesn't do anything, get the name of HIS boss, i.e. the regional manager or the owner of the company. You should've had your original furniture for at least a month by now, and they still want you to wait 2 more weeks for furniture you had to pay more for and wasn't your first choice? Ridiculous! getting it all straightened out!

[Teresa]

Since THEY have not fulfilled the contract - I hope that somewhere there is a note that says "6-8 weeks" - THEY have negated the order. All you have to do is cancel.

[loobyoxlip]

Geez! You have been more patient already than I would have been. Another 3 weeks now?!? No way. Get that $ back and take your business elsewhere!

[Colexis Mom]

I don't think you're being unreasonable at all We had issues when we had some furniture ordered. First it came delivered in the wrong color, then finally the right color. I wrote (hand letter) to the President of the Company telling them what I thought about their service. I did get a response, so I feel it worked

[NERebeca]

Update:
DH went in and talked to the owner had called the company and "ripped them a new one" this afternoon. They don't cancel special orders, so that is out. But, he is working on getting Lane furniture to give us something, whether it be a gift certificate or something I don't know. But, as of about 30 minutes ago, they are supposed to be delivering it next week.

Crossing my fingers, because I really want this furniture

The owner was ticked off at Lane (supposedly)....

[Eeyore Tattoo]

Funny how every order is a special order..
Not like they keep a huge stock of merchandise on hand..
Hope you get your furniture soon..
Deb
P.S.
Don't ask me about the 2 unopened boxes of wood flooring in my garage

[RobDVC]

I hope they honor their word this time.

[Lemap760]

I don't see how yours is a "special" order. It seems like that is a way out of refunding your money and cancelling your order. Hope you get your furniture next week.

[NERebeca]

I thought the same thing yesterday. It's not like they can't put it on their floor and sell it. Unfortunately, that is a huge character flaw of mine....being a pushover. I really need to be more demanding, but it's just not in my nature.

I do know that they won't be getting anymore of our business after this.

[lukeandbrookesmom]

I would call your state's Attorney General Office. The company clearly broke their own contract by not getting the furniture to you 1)what you originally ordered and 2) in the time frame they stated - twice over no less! Even if you decide to wait and accept the order I would report the company for deceptive practices and poor customer service.

[Jookiba]

I second what Judi said. I would have cancelled my order and demanded all money back immediately. Sounds like they're trying to do a modified "bait and switch". Definitely unethical, maybe bordering on illegal.