To start off, I want to first point out that while my delivery experience was awful, the customer…read moreservice at the store as well as the customer service center was exceptionally good. It's unfortunate that the delivery team was such a disappointment. Juan Carlos in-store was so nice, knowledgeable and patient as I had my kids with me and was communicating with my husband via FaceTime to pick out a sofa while he was at work. Juan Carlos even bought my girls a soda from the vending machine which was so kind.
So, onto the delivery... they came in a team of 2. One man attempted to unload the sofa from the truck by himself, and in the process he dropped it several times and flipped it once because he was trying to bring it up the driveway by himself on a regular dolly cart. As I watched in disbelief from the window, I walked outside after seeing him, drop it twice and flip it, and asked him if he had help. He said yes, but at this time the other person had not gotten out of the truck yet. He proceeded to drag the sofa up my long driveway. I asked if that was a good idea to do that and his response was "it has cardboard on the side so it should be fine". Then, he tried to shove the sofa that was too big for my door, through the front door. I heard a crack and told him to stop, that I would get my keys and open the side door so they could take it through the back of my house where I have a large patio opening. He said no he can get it through there. I went to grab my keys anyways and at that point the other man had gotten out of the truck and told him to take the cushions off of the sofa to get it in the door. So he did, and pushed it inside. As he removed the plastic, I immediately looked for damage on the side of the sofa that had been dragged up the driveway. Of course, there was a rip on the side of the corner where it had been dragged. I pointed it out along with several other damaged areas and said I don't want it like that. After unwrapping everything he called customer service and the lady on the phone ordered a replacement the following Wednesday to be delivered. She also offered me a $100 credit if I would take it as is, but I refused. They did not connect the sofa sectional together and screwed on the legs crooked on top of everything.
After they left, I checked my door for damage since he was shoving the sofa in and of course, the crack I had heard, was the very bottom door hinge coming loose. It had separated from the frame of the door.my door handle is also very loose. So, I called back customer service to complain about the damage. A supervisor (Lucas) got back to me the same day and after going back and forth on what to do with the order, my husband and I decided to return everything. Lucas processed the return after the sofa was picked up a week later and we purchased a sofa from a different retailer. Lucas was very nice, explained everything and set up for a repair man to come to my house to repair the door. I have an appointment with him tomorrow, hopefully that will go well. I want to thank Lucas and Juan Carlos for their help along the way and while this wasn't the outcome we had wanted, it could have been much worse. It wouldn't be right to give only one star because this place really has the potential to do better if they would employ delivery persons that do their job properly.