In November my partner and I visited Parks looking for a sectional sofa. We dealt with Lore. After explaining to her that we needed something for the rec room and that it was a tight fit she had recommended buying three pieces. We ended up ordering and purchasing a décor rest sectional sofa.
About mid-January the couch was delivered. The delivery guys show up and as you probably guessed the one piece wouldn’t fit. They recommended that we return the couch and re select to get something smaller. So, they took it away.
The next day my partner called to talk to Laure about what our options were. He called 3 times with no return phone call!!!! She was working however every time he called she was “with a customer”. It was the day after that she finally returned his call. He had arranged with her that we would come to the store on the weekend and go over some options.
When we went to meet with her she was very quick to start ordering us new pieces that would fit. She recommended that we get 4 pieces instead this time. Why would she not have recommended that in the first place?? . With re ordering and the ridiculous 20% restocking fee (which for the record on your websites says 15%) was going to cost us an additional 800-1000 dollars. This was not an option for us. We asked if it could be sent back and we would “make it” fit. I agree, it is absolutely not Parks fault that our couch didn’t fit but the restocking fee is outrageous and no other sensible option was presented to us. I think this is terrible salesman ship and customer service. Not to mention that I had to pay an extra 50 cash to the delivery guys to bring it back.
So, long story short, the couch was returned and my partner and a friend were able to eventually get it down the stairs. But…..the story is not over yet.
My partner noticed an extra 300 dollar charge on his Visa from Parks furniture. When he called billing at Parks they didn’t know what it the charge was and said that they would get Lore to call back ( here we go again). Approximately 20 minutes later another lady who was not Lore called back. She said that “ it’s a store policy that they put a 300 dollar hold on the visa in case the couch needed to be returned again” Really???? If this is a so called “store policy” why were we not informed and why was the girl in billing not aware??? Also what if we hadn’t had called? Would we be out 300 dollars??
So, as you can see we did not have a pleasant experience at all. Customer service beyond disgusting!!!!!
- Approximate cost of services:
- $2,700.00
- Company Response
This was a custom order, most stores will not take back a custom order at all. However we feel bad and take it back with a small restocking fee of 20%. We use the restocking fee to lower the price of the furniture to help sell it off. We would rather not take it back even with the restocking fee. As for the delivery, we charge half our normal rate to go back on a re selection. $50 to deliver furniture doesn't cover our out of pocket cost to send 2 guys and a large truck to your home. As for the $300 fee I think that was a mistake on our part