My wife and I purchased a sofa and ottoman back on August 1st 2009. The sales rep was rude to us, but my wife was in love with the sofa, so we purchased it anyways. Upon unwrapping and setting up the product, we noticed two significant tears, and were immediately dissatisfied. We called the customer service number, and they sent a repair guy out, who fixed the product to about 80%. We decided to live with it, as at the time, they told us the only option was to bring it back and exchange it ourselves, and neither of us owns a truck. It has now been approximately 3 months since the purchase, and the tears have resurfaced. I called customer service again, who now informed me the only option was to have the couch sent in for repair, which could take up to 7 business days. Apparently I'm supposed to sit on the floor for seven days. I asked to speak with a manager, who hung up on me and said my request was asinine.
My request was to have a replacement product delivered, and have them take back and repair this product on their own time. I'm not asking for a refund or anything extraordinary, just a simple courtesy replacement product for the turmoil I have had to go through.
I find the customer service of AFW to be horrific at best, and my wife and I are extremely upset over this matter.