My husband and I purchased close to $1200 worth of furniture at the Webster store location on 7/26/19. We scheduled the delivery for 8/1/2019 to have all furniture delivered. We were assured that all furniture was in stock and nothing had to be ordered. When the delivery arrived, one of my black recliners was missing. | We were told that it was not delivered because it was out of stock and placed on back order. We were also told that the estimated time we should expect it to arrive was unknown. After they left I called the Webster store and spoke to the Manager on duty. I explained the situation and expressed my frustration because I was told the previous week that there were several recliners in stock. | He then told me that he had no idea why it wasn’t delivered because they did indeed have it in stock and available at the store. I was told that it would be another week before it could be delivered so I drove up there right then to pick it up. It was loaded in my car covered in plastic wrapping. I put it in my living room and unwrapped it to assembled it. | Not only are the recliners a different brand, the one that I picked up has several small holes and a large scratch on the back of it. I immediately pick up the phone and call again to find out what needs to be done. I was told that the manager had left for the day so they got my contact info and I was ensured that I would receive a follow up call the following morning. That did not happen. | I waited until the afternoon and then I once again reached out and called to try and resolve this issue. This time I called the Katy cooperate office. Unfortunately I didn’t write down the girls name that I spoke to. I explained the entire situation yet again and she’s put me on a very long hold so she could check to see if they had two black leather Millai recliners in stock that could be delivered ASAP. | She came back and informed me that I was in luck and there were some in stock!! That was on 8/1, Thursday of last week. She scheduled for the two recliners to be delivered to my home on Wednesday 8/7. It worked out because I have Wednesday’s off and today is my birthday. I received a confirmation of address for delivery text yesterday so I confirmed and assumed the recliners would be delivered today as scheduled. | The day went by and no one showed up so I decided to call the store to see if there was a delivery time set because I hadn’t heard from anyone. I was then informed that there was no such delivery scheduled in the calendar for today and that the recliners I was promised were in stock were now no where to be found. At this point I have lost my d**n patience. | I have tried to be understanding up to this point because I understand that sometimes this stuff happens but this has gotten completely ridiculous. I called the Webster office and spoke to the manager named Edward. For the umpteenth time I explained the entire situation and demanded an answer as to what the hell happened this time. | He told me that he was going to look into it and he would call me back within 10 minutes. When he called back I was told that there was not one of the recliners I originally ordered in stock at any of the stores in the entire Houston area. Not one d**n chair. So I then asked him if it would be possible to deliver a different brand of recliners that are in stock and available and write off any extra cost because of all the mistakes that have been made and the trouble this has caused. | I was then informed that I could return these recliners that I have and go buy a set at another store. I am absolutely appalled that any company would treat a customer this way…especially under these circumstances. I would assume that your team would go above and beyond to make this right. | His solution was either pay an extra $100 a piece for more expensive recliners they had in stock or to return the recliners and buy new ones elsewhere. SMFH.
Phone: 281 554 9200