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Poor Quality Furniture, Poor Customer Service

 
Cambridge "Portland" sofa and chairs
West Coast Furniture
301 E. Imperial Highway
La Habra, CA 90631
US

In mid January I received a sofa and two chairs that were ordered in December. I called the store within a half an hour of delivery. The four feet of the chairs do not touch the ground at the same time. This has improved slightly as the chairs have sat on the ground. The upholstery of the chairs was not done well, with batting showing through on the front of one of the chairs. The fabic on the arm is loose. The back (fixed) cushions of the sofa seems to be overstuffed. The whole sofa seems to tip forward giving the sensation that you are being pushed out while sitting. The tag that is supposed to be sewn into the item (and removed only by the consumer) was already removed from the sofa and was lying loose under one of the cushions. I went back to the store to re-examine the floor sample, but it had been sold. Two employees of the store came out to inspect the furniture. One of them manipulated the fabric to cover the batting, on the chair, but since it is not sewn in place, it pulled up again. They agreed to call the manufacturer and find out what could be done. After several phone calls they have told me that I have received pieces that are a "representation" of what was in the show room. The manufacturer will not take them back or replace them. The store has offered to replace the one chair with a remaining floor sample they still have at the store. I was given the contact information of the manufacturer, but when I called them they said they do not deal directly with customer complaints and that I had to deal with the store. The store states that they can't do anything when the manufactuer is refusing to take the items back. The store will not address the possibility that I did not receive a "new" sofa, for which I paid. Nor will they address that I may have received a poorly made examples of what was a decent floor sample. The store manager I have been dealing with says the owner is rarely at the store and will not return my phone call any time soon.

Do I have any recourse when the store refuses to do anything, while blaming the manufactuer. I did ask to return these items and have the amount I have already paid applied to a new order. At first I was told they would discuss this option, but as of today they say they cannot take the itmes back since "they don't have anywhere to put them.

Several people who have sat on sofa find it very uncomfortable. The store manager feels this is subjective and says this may improve in a few months.

Other than never shopping at this store again, do I have any options?

From: Message Author (click here to email author)
Date: Thursday, 31-Jan-08 18:14:15 CST

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Keyword Tags

cambridge
chairs
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furniture
poor
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