Kincaid / Grossman's Furniture

Kincaid / Grossman's Furniture

On January 8th, I ordered a couch and a chair from Kinkaid Furnishing in Oxford Valley, Langhorne, Pennsylvania, a division of Grossman's Furniture. The couch was ordered in two fabrics.The first color was to be on the base of the couch, the second was to be on the seat cushions, back cushions and throw pillows. The wood was to be light, not mahogany. After waiting 14 weeks, not the 8 to 12 that I had been told, what I got was dark wood and the wrong fabric on the back cushions of the couch When I realized the mistake, I called the salesperson. She was not exactly a ball of fire. She said she would look into it and call me, which she didn't do.

I ended up calling her at close of business the next day. She was going to order new pillows and I would have to wait for the tech to come out to tell me that they indeed had made an error. (had no idea how long). I'm thinking another 14 weeks, now, with the ugly furniture. (beside their error, the fabric that we'd picked look orange, not rose pink on cream and the finish on the chair also looked orange.}So, I called the store, told them to come get their furniture, I stopped payment on the check and that's when their CS people noticed me.

I was offered several alternatives by the head of customer service. This included a new couch with the same fabric and a new chair, exactly like the other one. I said no and they told me that I would have to pay the restocking fee (35% of the total bill) That comes to over $600.

Actually, all they have of mine now is $577 (the deposit, which we put on Master Card)

On Tuesday,April 26, I got a call from the CS manager, Maryann, who told me that they'd be picking up the furniture and that Mark (store manager) would take care of the credit. This I understood to mean that I was getting my deposit back. Mark called this morning and said he knew nothing about that and made a crazy accusation about my not letting anyone in to see the furniture. He also said there is nothing he can do about the deposit. Anyone who would care to come and take a look at the stuff is welcome. That's never been a problem. Well, surprise, the CS manager has not answered my e mail. (I figured if I called, she wouldn't be in) It's just been a run around through the whole thing.

If the order had been correct in the first place, there would have been no issue. I'm giving them their furniture and I think it's really wrong that they are keeping the deposit.

diana Click this link to e-mail the message author: Email User