My latest purchase from ABC Warehouse has been troublesome at best... my wanted manual reclining sofa in a cloth material and I just found one at ABC in Sylvania Ohio. I sent her photos and we agreed it was what we were wanting so I made the purchased and ordered one, May 5th 2024. Sofa came in promptly and we went to pick it up, as they would not deliver since we were a good 50 some miles away.
All was good until about 6 weeks in we noticed an area of one recliner material was creating little balls one it... wife said it was pilling. It got worse so I eventually called customer service and asked what could be done. They were going to dispatch Jake's Furniture Repair to investigate, and it took a couple of phone calls to get an appointment. The Monday came and he was a no show. I contacted Jake's FR the next day and received a call back that the driver was in an accident and that he was sending someone from Kentucky this Saturday. Well, on Saturday the appointment time past so I called and I was told he did not have the equipment with him for my leather couch. I informed him that my couch was not leather, and the material was pilling, and he requested pictures sent to him on his cell. His response was he would be in touch.
Days later I received a call from Aref Kahal, General manager from the Sylvania location. He offered me a 1 time buy back towards another sofa at the store. Deeply involve in a time sensitive project at my house it was a few days later that I went to the store and inquired of this offer. Wife did not want to chance the same manufacture so we were left with mostly electric reclining sofas. I sent photos to the wife, and when we agreed on the one to buy up to, were placed an order for not only a couch but a matching love seat as a discount was offered on not only the love seat but the protection plan as well if purchase was made at the same time.
The sofa arrived in about a week but it took a bit longer for the love seat so once both items were at the store, we made plans to disassemble the sofa we were returning, load it onto a trailer and return it at the time we were picking up the replacements. Remember ABC WH would not deliver since we were so far away.
So, on October 25th, I made the exchange at the Sylvania store and brought home 2 huge boxes, one with a sofa and the other the love seat. The boxes had been opened before we picked up the items, as they were treated with a leather protectant and repackages. They were taped up but to move the items into the house we had to remove the sofa and love seat from the boxes as they were much heavier due to electric motors and leather material.
After a couple of hours we assembled the sofa and love seat to find 1 motor was not responding, and upon placing a call over the weekend, I was told to contact Customer service and it would be taken care of.
I called on Monday (10-28) and was told they would send Jake's FR out, and after telling CS agent of my difficulties with this company before, she responded with call him direct if he doesn't call me by Tuesday. Well, I waited a couple days, and called and left message with Jake's. He returned with a text message stating he was off because of his daughter's birthday, but text me back with info and he'd call me Friday (11-1). Well by 4:30 PM Friday, I called ABC's Customer Service and told them I haven't received a response, Beth asks me to call her back on Monday (11-4) if I haven't received a call from Jake's FR by noon Monday.
Now we discovered another issue with the reclining mechanism on the sofa. It seems that during the movement of reclining it must rub as you can feel it does not move smoothly. I just don't know how much more I can take as this has caused us so much time, gas and inconvenience especially me be a senior citizen. Assembly of this furniture, loading and unloading is just too much. I think I need to involve a lawyer to get this settled.
**UPDATE** Nov 14th, as instructed I called ABC Warehouse at 1:09 pm after NOT receiving a call from Jake's FR by noon. I requested to speak with Beth at extension #288. I told her I gave Jake 1 additional hour as he did not call, and I am informing you of this as requested. She said she would have someone in management contact me, most likely within an hour or so and discuss what happens next. As of 6PM I have NOT received any phone call.
Complaint filed: 11-5-24
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**UPDATE** 11-14** Sofa was repaired on 11-14, additional parts needed for Love seat. Still not happy! read more
