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  • All about the sale, not so much about the customer. We've found great items in the past at the S.E. Exchange and my family has spent over $2500 in the past 3 years. My biggest purchase was a couch with white upholstery. Labor Day weekend had a 10% off sale at the Exchange. We spent $900 on the couch + $40 for delivery, as the couch did not fit in our SUV. The couch was delivered uncovered and tied to the top of South End Exchange's SUV. Not a delivery truck, not covered but illegally tied to the top of an SUV. The couch was a large piece and they had difficulty getting it through the door. My husband removed our front door for them and they shoved it through. The couch was left with grease stains on the front, upholstered fabric. I was not home at the time of delivery but when I saw the couch, I was devastated. I notified the store and was told I could borrow their cleaner they use on all ink and grease stains. Still having faith in the Exchange doing the right thing, I borrowed their cleaner. It removed about 80% of the stain but there are still shadows of grease stains. When I returned the cleaner to the store and told them the result, there was no effort on their part to make this right or take ownership of the problem. They told me how hard it was to get in the house, what the couch's retail price is, that I got a discount (the 10% Labor Day sale), asked why my husband didn't stop the delivery, then suggested I have it professionally cleaned. When I asked if they would take it back or want it in their home, silence. When I asked if they would pay for the cleaning, a long silence until one of the owners said she'd pay for it out of her own pocket. They would not own this problem during this whole time. They said they'd get back to me once they had time to consider what to do. They offered to pay 80% of the bill to have it cleaned. They did honor paying the 80% and said they were sorry it happened. So, I have a couch with a stain on it but I did not buy a couch with a stain on it. The professional upholstery cleaner said they should never have given me an grease cleaner to clean the stain. It reduced the possibility of removing the stain professionally down to 0 to 20%. After his best efforts, the stain remains and there is nothing else that can be done without ruining the fabric. Time to say 'good bye' to the South End Exchange.
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