ComplaintsforThe Attic Furniture

• Initial Complaint

  01/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchase was made on January 7th, 2022. I purchased a couch and a chair at The Attic. When I picked the items up they were both wrapped in plastic without legs on either. The holes for the legs were not aligned and I could not attach the legs myself. They sent someone to my apartment to unwrap the furniture and to place the legs on them. I was out of town for a few days and once I returned, I noticed that my brand new furniture was filthy. Both pieces were covered in dust and my allergies were through the roof. On the 13th, I contacted the owner and asked if they could send someone to clean the furniture and he said the best they could do was exchange the chair for the display model. They did so on Friday, January 14th. I was not at the apartment at the time and their workers came into my apartment with no-one there to make the exchange. The new chair was less dusty then the previous one, but it's still very dirty. I contacted the store once again on the 22nd asking if I could return or exchange the chair because it is also too large for my apartment. I was told that they would only re-sell the chair as a consignment piece for a lower cost than I bought it and I would only retain 50% of the sale cost. I am looking for either a refund for both pieces of furniture OR have them pay for someone to actually come and clean the furniture since both are so dirty/dusty.

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2022/01/31) */ Normally sales are final unless you request to take on approval(24hours) or there is an issue with a defect and we would have no problem issuing a refund or a replacement. This Customer came in several times to measure and look at sofa sets and decided on a sofa and chair that he was certain would work for him and purchased on January 6th 2022. We offer a delivery service that brings out furniture and does any assembly necessary. He chose not to have us deliver and he and another individual picked up furniture themselves the same day of purchase. We gave him new sofa and chair wrap straight from the factory(in plastic and cardboard with a styrofoam inside wrap) He called later that same day and said he could not get the legs on the chair. We then sent out our delevery guys at no charge to check on the issue. There was nothing wrong with the chair so they put the legs on for him. He was just unable to do the assembly himself. On Jan 14th a week later he text pictures and said there was dust particles on the chair and sent pictures. It appeared to be just packing left over from the manufactures wrapping. When we told him that's what it was he wanted us to send someone to vacuum it or he wanted a new one. Us not being able to see it in person we asked if he wanted the chair form the store that he had originally seen and he agreed that would solve the issue. We again went out at no charge and swapped the chair for the one he had seen in person. After we completed this delivery we contacted him to make sure he was satisfied and he said yes. On Jan. 22 over 2 weeks after his purchase he text to tell us he had purchased additional furniture for his apartment and his space was now to cramped and wanted to return for a refund. AT this point we explained that this is not cause for a refund if there was and issue with the furniture from the manufacturer we could honor with a replacement or refund but that was not the case. After this he demanded for a full refund on the entire purchase or he would report us to the BBB and write bad reviews. We hate to have to defend our business against bad reviews but we feel that we have done all that is within reason to satisfy this customer. We have attached a photo that he sent of the first chair purchased (that he claimed was filthy). We never saw any reason to replace the first chair but we did as we try to be as accommodating as possible but there has to be a limit at some point.

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