Bought a CR Laine Nadia sofa from Hickory Park. CR Laine photo of the sofa was completely misleading and the actual sofa doesn't look anything like the photo. In ordering the sofa, I stressed that I wanted a firm and very resilient cushion. That is NOT at all what I got. The cushion constantly sinks into the back of the sofa and has to be lifted out constantly. It is a very soft cushion with no resiliency. Even CR Laine told me I should not have gotten the Hamilton cushion if i had been stressing I wanted a firm cushion. And Hickory Park tells me the only alternative is a block of hard foam. What kind of service is that for a such sofas?
the sofa has a back that is far more slanted than it appears in the photo and so it is very uncomfortable. In addition, the style is like a Dracula cape collar; bizarre, to say the least.
I didn't do anything at the time because, being custom made, I figured I had no recourse. The sofa was used only by me for five months. That's it. The pillows that came with it weren't used at all.
But I kept getting emails from CR Laine, so this week I finally decided to respond by telling them how much I dislike the sofa, how rude the salesperson at Hickory Park had been on numerous occasions, how it had been a wholly unpleasant experience, all for a cost to me of $1700. To my surprise, I got a response from CR Laine from a Stephanie Boyett, who was very pleasant, even sympathetic. She agreed the photo does not represent the sofa, that the "dracula cape" back is odd, that the cushion was wrong if I'd been asking for a firm one, and that the style was being discontinued because of lack of sales. She also told me, though, that I had to go back to Hickory Park to "file a claim" in order to get resolution.
So that is what I did. And I got a Brett Cribb (phonetic) on the phone, who was completely unsympathetic, very rude, made clear Hickory Park was not going to take responsibility as a CR Laine agent, gave me nonsense about how "it's been too long" (the sofa was used 5 months by one person and is in 100% perfect shape), and he hung up on me.
Hickory Park, from what I can tell, has absolutely no problem taking $1500 from someone for a product that was misrepresented and with a cushion that was not at all what I asked for. For Mr. Cribb to say, "There is nothing we can do" is condescending and a lie. And when I told him that, he acknowledged that, "We don't want to help you.' Bingo!
They don't want to help me, will keep the money, and since you're stuck with the sofa we sold you under false pretenses, and there's nothing you can do...click.
He hung up on me.
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