My husband and I recently purchased a bedroom set from Lastman's Bad Boy in Ancaster. Raj is the name of the customer service associate that assisted us in this purchase. At the time we had explained that we were just there to price compare and would not be making a purchase that day. We looked at several suites and decided that at Bad Boy, the Nathan set was our favourite. At this time, Raj asked if we wanted to purchase the package deal that day as there was a "no tax" event and he was sure that since his Regional Manager was that on site that day, he would be able to slash the price even more. We said we would be open to hear what the best price was that they could offer but that we may not be purchasing that day as it was a big step for us (we have never in 10 years of marriage purchased a bedroom set for ourselves, but had pieced together hand-me-downs so this was a big deal for us). He came back with the price, which we agreed for the amount of pieces we were getting was good, but that we wanted to wait to verify the dimensions of the bedroom to ensure all pieces would fit before committing to purchase the set. Raj then went on to tell us it would be "no problem" to return or exchange for store credit if the fit was not right and that we would be making a huge mistake if we didn't purchase that day as we would lose out on the price that was being offered. He said, this way we lock in the price but aren't under any obligation should the pieces not fit once they were delivered. We then explained further that we would not be putting the pieces in our bedroom on the day they had slated for delivery as we were having the hardwood floors in the bedrooms refinished and would not be able to walk on the floors until a later date. Raj, again assured us that this would be "no problem" (a phrase I'm sure he uses a lot with customers) and that we could return anything that didn't fit. So, after much debate and back and forth with Raj (all the time assuring us a return would not be a problem) we went forward with the purchase. The set arrived on April 16, except for the chest of drawers, which was back-ordered until yesterday. As explained, it was not until May 1 that our floors were completed. When the bed was placed, and the dresser and one night stand opened, we could immediately tell that the night stands would not fit. "No problem", we thought, we can return them. But, when we called the store to arrange a return, we were told that all sales were final and that for "no fits" you only have 3 business days to return the items. I explained the whole back story and that their employee ensured us it would be "no problem". Our concern was forwarded to the district manager, who was supposed to call us to discuss the matter on Monday May 6. We never received that call. We finally followed up again today, May 8, and now I'm being told they will only take back the one night stand that was not opened, as they do not accept items that have been opened. Keep in mind, the item comes fully assembled and fully enclosed in a cardboard box, so it's literally not possible to tell if the item will fit until you un-box it which according to Bad Boy immediately voids any return. Convenient.
There is zero damage to the item and it is still in brand new condition as it was upon receipt. I have spoken to Kate (operations manager) and even though she agreed that Raj gave us incorrect information, they are not willing to take ownership and accept both items back. At this point we weren't even asking for a cash refund, but would accept an in store credit. Kate was unwilling to budge. I explained that this was unacceptable as this set was sold to us in bad faith and under false pretences by their employee. Still she would not budge. I explained that I would be taking this to social media and escalating this matter to head office. Still she would not budge and she then hung up on me. read more
