We ordered 2 chairs and a love seat from Arrow furniture back in June. this was an order item and it was 4-6 weeks away. the items came in within 4 weeks. I rented a truck to come and pick this up coming from Bowmanville. took everything home set it all up to notice that one of the chairs the springs were broken. Called back to Arrow they would have to order another one another 4 weeks away. I received a call last week saying that the chair had arrived and that I needed to come in to do the exchange. The problem I have is why should I have to pay for another rental truck gas and my time to do the exchange when we received a broken product in the first place. I spoke with Jeff Ware this morning and he was very unprofessional but he is but confirmed that this exchange would have to be done in store. I tried to reason with him saying then at least give a discount on the order and this was refused as well. My next step is taking everything back to the store for refund I have already contact the financial institution to let them know that the product will be returned Jeff Ware said this was not a option as well but I explained the case to the financial institution and they said this was not a problem an my account would be credited.
I will be posting this on all review sites not because I want attention but I want everyone to be aware of this company.
- Approximate cost of services:
- $2,000.00
- Company Response
Hi Neil. I apologize for the inconvenience caused in receiving a damaged piece of furniture. I am happy however that our service department was able to re-order your special order chair and receive it in a relatively quick turnaround time. We very much appreciate your business and understand that when issues like this happen it can be very frustrating and want you to know that Arrow is obligated to service these issues. It is stated though on all of our invoices that in home service is not available on pick up orders and the fact that you reside in Bowmanville which is outside of our normal delivery area make this a little more complicated. Your new chair is waiting for you at our Scarborough location to pick up and I again apologize for the inconvenience. Jason M. - Sales Manager