My fiancée and I saw a twin with a futon bed that we really thought would be a great fit for our son. The salesman agreed to the price of $527 for the twin bed frame w/ futon, futon mattress and two bottom drawers. My fiancée left a deposit of $327. Approximately an hour later, the salesman calls my fiancée and tells him that he made a mistake with the price and that the price he gave us did not include the 2 bottoms drawers. He said if we wanted the drawers that it would be $190 extra! Similarly, he mentioned that he forgot to charge us a freight fee (since the warehouse is in NJ), a delivery, and assembly fee. The salesman, mentioned he would overlook those fees if we just paid the extra amount for the drawers. My husband and I decided that $717 was far more than we could afford for just a bed frame. I was honest with the salesman and said that I would shop around and that I would let him know about my decision within a day or two. At no point did he mention that there was a no refund policy and no exchange policy. I commented to my mother about what had happened and she decided to shop at a different location and saw the exact bed frame with the futon mattress, 2 drawers, tax, delivery, and assembly for $460! Yes, a $257 difference, which for us would be more than enough to purchase him the $199 dresser we saw in Ikea. Realizing that it was a substantial difference, my mother purchased it and surprised me with it, claiming that it would be her gift to my son. I returned to Living Well Furniture and the salesman was understanding about everything, but then the boss, not owner, of the store stepped in and said that he was not willing to give me a refund. That he would be able to negotiate a price and lower it. I mentioned that since the mistake was made by the salesman, that I should be granted our $327. I find it interesting how they were not willing to lower the price at all during out phone conversation but when I told them that my mother had purchased the bed for my son, only then were they willing to negotiate. Realizing that they did have a policy in place about refunds, I feel that the deal fell through due to the discrepancies in the price given at the time of deposit and during the phone conversation. The refund should have been honored since we were at no fault. It's incredible how insensitive Fred (the man who stepped in) was and how quickly he dismissed my feeling even though the fault lied under his sales man. The worst part is that I've purchased items at the store across the street, which is also owned by them. Fred made me feel like my business and concerns were not valued. This is by far the worst customer service I've received. Fred would much rather have secured $327 than secure a client with future purchases. It demonstrates the type of salesmen they are. I will NEVER return to the store or recommend it, EVER! Worst experience ever!!
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