My daughter just purchased a couch at the Gilbert Warehouse which was loaded onto her truck by warehouse personal. She noted that the bag containing the couch was torn. At the time, there did not appear to be damage underneath. So she drove it home. Upon opening the package at home, numerous scuffs and a large tear was discovered. Customer service was contacted immediately by phone. They responded by e-mail and said that they could not do anything until video could be reviewed. That is an unacceptable response! Step up people.
1.) If the product is defective, immediately offer to replace it! That is what is required.
2.) My daughter will contact the Better Business Bureau as the next step. I'll change my review depending on the response.
Update, my daughter and I were contacted by the management after my review and offer a replacement if we agreed to delivery for $60. The couch arrived today in good shape. My daughter and I appreciate the management "stepping up" when push came to shove.