Complaint Review: Kane's Furniture

I bought the living room sectional on the sales floor.  There was a group price for the items, but not individual part numbers.  When the sales person wrote up the sales order, he put in the wrong part # for 2 of the items. The sectional was delivered that week without those 2 items, which were backordered.   The backorder was supposed to be 7-10 days, but ended up being almost 2 months.  

When the 2 items did arrive, they were incorrect...I had ordered powered reclining chairs (which is what was on the floor display) and these were not.  The original sales person was no longer with the company.  The sales manager insisted that he had written the order up correctly, even though the display arrangement on the showroom floor STILL included powered reclinders, not the stationary chairs that I got.  

The store manager said there would be a 20% restocking fee, upcharge of $400 and a delivery fee to exchange the chairs for the correct ones.  He refused to take the entire sectional back for a 20% restocking because he said that it had been used for 2 months.  It did not matter to them that the salesperson had made an error, nor that I had been out of town for most of 2 months and the chairs were unused, nor that I had bought all my previous living room furniture there.

It did not matter that he had no idea how long the correct furniture would be backordered.  He did not answer me when I asked if there would be a delivery/pickup charge for both when they deliver the correct items, and when they pick up the wrong ones. I gave Kane's every opportunity to do the right thing in this issue.  The manager simply did not stand behind his salesperson, nor behind the company's promise of customer satisfaction.