I had a truly awful shopping experience. Both in-store and online customer support were subpar. It all began with my online order for a couch back in August, where I was informed by a representative that it would be a custom order taking 6-8 weeks. I was encouraged to proceed with the online purchase, which turned out to be a mistake. An email later indicated delivery by early November, but that date came and went without any couch. When I followed up, I was told delivery had been pushed to early December. After not receiving any updates, I visited the local store for assistance. The only staff member there claimed she couldn't help since it was an online order, despite my explanation that I was advised to order online. She dismissed me and focused on her computer. Frustrated, I began calling customer service. Each time, I was promised a callback which never happened. It felt like a never-ending cycle. When I inquired about my previous calls, they had no record. Effective customer service requires tracking issues, and this was a joke. After my sixth call, four months into waiting for my couch, I demanded an update within two hours or I would request a refund. I eventually received a response stating they couldn't fulfill my order and would issue a refund. The level of frustration was beyond anything I had encountered with any purchase before. Having shopped at the company for over 40 years, I have decided never to return. I shared my experience with family, and after reviewing others' feedback on various platforms, it's clear I'm not alone in this sentiment. What was once a reliable business has now become a disappointment.
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