| rev:text
| - If I could give their "customer service" and products negative stars I would.
SHORT VERSION: this brand new couch comes apart at the seams like crazy without any provocation, on the cushions and the seats and the backrest, if you purchase the warranty, they apparently only come to NV on Saturday and Sunday to fix it (which they don't tell u when u buy it, instead they make it sound like they can always fix/replace parts conveniently), their customer service is useless, and their supervisors/managers are ridiculously rude and condescending, and they refuse to take back an obviously defective product because "it's over 7 days", apparently less than a month isn't enough for them to stand by their product AND IT TAKES 6-8 WEEKS for replacement parts to come and they're only replacing the casings which means I need to wait for another weekend apt for them to come fix it...
DETAILED VERSION:
I purchased this couch on May 21 and there are only two of us in my household, and neither of us are over 190lbs. In the last week of June, approximately a month after I bought it, less than a month after I received it, the couch started ripping at the seams that aren't even sat on, it was part of the backrest of the sofa, and the couch pillows became distastefully lumpy at which time I unzipped it and realized the cheapest plastic stuffing there resides, they are not even real pillows. (I don't see the point in those huge poking zippers if they aren't real pillows... you can't wash them or anything) So, they only do repairs in NV on Saturday and Sunday, which they failed to mention when I PURCHASED THE WARRANTY. So what if you work weekends? I guess u can never get your couch fixed.. good to know. Now, literally two of the backrest cushions are coming apart at the seams, and then four days later as I waited for them to contact me back, one of the sofa seat cushions is coming apart at the seems, never even heard it happening, as in there is no ripping noise, these tears just happen. I do not have big dogs or children or parties and this is unbelievable and extremely unacceptable. And what's worse, their answer is I can't get my money back because it's "over 7 days," but is a brand new couch ( with warranty) that I paid $1078 for supposed to be a complete rag at LESS THAN ONE month? Coming apart at the seams? They said now I have to have a tech come and fix it and evaluate it etc AGAIN, wasting my day waiting for the guy to come, and I have to arrange for a day off to do this because they ONLY come to NV on Saturdays and Sundays.. Not to mention I was actually speaking to their "guest services manager", Dalen, who was extremely rude and condescending and didn't have anything to say except that he, "can't predict the future" when I explained that it keeps ripping now when it's new and that it will most probably keep ripping so I want to return this obviously defective product. Their answer is no, which is infuriating. So... In conclusion... If you love WASTING MONEY and getting COMPLETELY RIPPED OFF on a ridiculous headache, to be spoken to in a DEMEANING manner by their management, and have Saturday and Sunday off, and enjoy REPEATEDLY WAITING all day for a tech to come, and the inability to JUSTIFY a purely legitimate reason for a refund, go ahead and trap yourself and buy it.
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