American Signature Furniture Delivers Damaged Furniture

I ordered a sofa and loveseat from American Signature Furniture. The salesman

encouraged paying for delivery because if anything were damaged and they

delivered it I would get a replacement. When the furniture was delivered there

was a scuff mark and a hole on the arm of the loveseat. The hole was small

probably about an eighth of an inch. The delivery person said they would notify

the office and send out a technician who would probably recommend replacement

because they can't repair a hole in leather very well. The company hadn't

contacted me in a couple of days so I called them and they scheduled a repairman

to come out in three weeks. In the meantime I attempted to contact both the

store and the corporate headquarters to state I wanted the loveseat replaced not

repaired. The corporate office has only an email address and did not return 2

emails.

When the repairman arrived he said he would repair the loveseat. I asked him

about the hole and he said it's not really a hole because there's some material still behind it. He put what

looked like putty into the "hole" and there were bumps left from the repair. He

said they would take about an hour to dry. Three hours later the bumps were

still there, I called the store and explained this to the person who answered

the phone who assured me I would not be required to accept furniture that wasn't

to my standard. She transferred me to service where they attempted to schedule

another service appointment. I asked to speak with a service manager and the

lady who came on the phone told me it was like buying a car and sometimes

furniture comes with some dings. I asked her if she was serious comparing

buying furniture to a car.

At that time she put the store manager Jason on the phone. Jason asked me if it

was a hole and I said it was, which is the same thing his delivery person saw.

He called the service tech who said it wasn't and that now I should let it dry

overnight. I told him I did not want to accept damaged furniture and he said that mine was just one of many sofas they deliver and

I should see how bad some of the others are that they repair. After several

minutes the final result was if I was dissatisfied they would send the service

tech again, but it was his call if the loveseat was repaired or replaced. I

want new (not damaged) furniture as I expected when I purchased it.