I purchased/financed a couch here in March from Mary Lou- I struggled with her because she likes to do all the talking, but she was knowledgeable, I will give her that. Still, it wasn't a pleasant experience to start with. I purchased a dual recliner with console. Very shortly afterward, I noticed that where my feet rest on the recliner was discolored. So I called and asked for how to clean the couch, since no fabric instructions were included up on delivery, nor in box. The rep I spoke with (nice lady, not Mary Lou) said that it sounded like it was a defect and set up for service to come inspect. The service person did that, concurred that it appeared defective and they would get back to me after contacting manufacturer. After several follow ups on my part, they finally said that they couldn't replace the couch, so they would have to exchange it- but of course they didn't have anything that was comparable without extra expense on my part (recliners with no console, lesser fabrics, etc). I didn't want to spend more, so it was negotiated with Mary Lou that I would receive a $200.00 discount off the financed price of the couch if I paid it off that day.. I said I would but I wanted the paid receipt. I was told it would be sent later that day. I paid the rest of the amount owed on the couch ($356.72) and now, nine days later and numerous calls, they refuse to give me my paid receipt. The discussion and payment happened in the morning, I called late afternoon and was sent a receipt showing I still owed the money (so they didn't take off the 200.00 agreed on) I brought this to their attention and they then said Mary Lou would have to take care of it, and she was gone. I called back the next day and Mary Lou said my manager will have to take care of it, and he is gone..but i'll make a note of it. The next day it was...he's on vacation, he'll be back Tues. Tues came and went, and I called today, and Mary Lou's story today is "i'm just a salesperson" I can't do it...and any objection that I made was talked over, and I was not allowed to get word in edge wise. I called to corporate, and was told that they don't have a customer service complaint department. These people are the worst kinds of sales people; I have been in sales my entire life- I have worked for furniture stores, car lots, printer sales and shutters...some of the hardest products to sell. Ivan Smith employs the kind of practices and people that give the profession a stigma for being sharks. Be aware of what you are in for should a problem arise. read more