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| - This might be long-winded but hear me out. It has been three years of headaches. I have purchased a mattress, bed frame, 2 end tables, 2 bookshelves, a dresser, an entertainment center, two desks, two bookshelves and 2 couches (we relocated from across the country). Literally thousands of dollars.
The first hassles weren't as bad but consisted of late delivery (about a month beyond what was quoted) & a no-call no-show on delivery day. The initial shipment had about half of our things and I called to inquire.
I was told it was because the warehouse was on back order which was never expressed to us prior to the fact. Fast forward 3 MORE MONTHS, we finally get the delivery of the rest of the furniture except one bookshelf. It was explained to me that the person only rang in 1 bookshelf instead of 2. She was trying to be helpful by rearranging the payments so this bookshelf could be added to our 3-year financing but it changed the 3-year no interest to the 1-year no interest. I did not find this out until a year later when I was charged with over $500 interest of which was yet another fight. In their defense, after debate, they refunded the the interest and an additional $200 for the trouble.
Over the following months, I noticed a lot of wear and tear on some of the furniture and went into the store. The manager basically said, "Well... you ordered furniture from Wayfair, what did you expect?" EXCUSE ME? I ordered furniture from KAPLANS not freaking WAYFAIR! I went back to my house, checked underneath the end table and matched the set to a set on wayfair.com. WTF?!
Then, our couch breaks and I demand we receive a refund. They said no. They said the warranty covers a replacement after they sent people out to "investigate" how the couch was broken. Brought a new couch. Fine. Less than a year later, the SAME wooden piece breaks and I again ask for a refund. After 5 or 6 phone calls asking to speak to the manager without a call back, I finally caught him via phone and he said verbatim "You don't need to speak to me. I have more important things to worry about. Talk to the underpaid staff." ...WHAT?!
I'm back in the store and meet Mr. Kaplan himself. I told him my woes and he says "that's impossible, we would EVER order from Wayfair.com". He said that his wife would rectify the problem.
I will admit, Mrs. Kaplan was empathetic and patient as she worked with me to help apply the value of the broken couch towards another couch. We wanted to choose a different fabric and they said it would take 6-8 weeks to arrive in their warehouse. We agreed and were extremely grateful.
4 MONTHS LATER and they kept giving me the go-around "Oh well, it's REALLY here now, we can get it to you this upcoming week". Finally, I said I fell on hard times anyway (which I absolutely did) and just refused to wait any longer. Refund? No. Of course not.
They waived the waived the restocking fee and allowed me to get a couch off of the floor that matched my original amount. I found one that I liked but it was broken. They said I couldn't have it unless I wanted it broken because they wouldn't order one for me. The ladies in the store seemed sick of me even though I never ONCE raised my voice or acted vindictive.
So, I bought the matching recliner sofa and it's a piece of crap. Shame on me for ignoring the red flag of the other broken piece. Now, mine is literally falling apart and they would not ALLOW me to buy a warranty on the couch so I'm stuck with it AND, I still have $1700 to pay off.
NEVER AGAIN.
Couch shopping tomorrow.
Positive shoutout to Theresa in the maintenance department.
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