Complaint Review: Bernie and phyls - Nationwide

I will never do business with this store ever again. If zero stars were an option that's what I would give it. 6 months after buying my leather living room set, the left side of the couch starting sinking in so much you were basically sitting on the frame. They sent a tech out who told me that it could be fixed and it would take 6-8 weeks to order the part. I thought that was a long time but I needed it fixed. 5 or 6 weeks later, I called to see if there was any word on when the part would be coming in…kind of anxious considering you couldn't sit on half of the couch. I was informed that the part couldn't be ordered. No one cared to call me and tell me this. I was given the option at that time to either replace the couch or pick out a different set. I told them I really liked the set I had and would like a new couch, but I was hesitant because I was afraid it could happen again. At this point I was concerned about the quality (and this was NOT cheap stuff!!) I was told that I must have gotten a defective couch and they would replace it. I was also told that if it did happen again, we would be able to re-select something else no questions asked. I agreed hoping that that would be the end of it. Well, 6 months later, the exact same thing happened to the couch. I called customer service and they said that they would send a tech to look at it and if in fact  it was broken again I would be able to get something different. They even told me to go to the store and pick out a new set so that when the tech came out it could be processed quicker. We went to our nearest store after this and put a different set on hold. The day after the tech came out, I got a call from an extremely rude person from the main office who asked me when I would like them to come pick up the couch for repair. When I told her that I had spoken to someone else 6 months ago and was told that if this happened again we would be able to pick out a different set, I was told I was wrong and I was lying. They had no record whatsoever of any of my previous conversations with previous customer service reps over the last year. I specifically asked the people I had talked to to note everything in the computer so I wouldn't have any issues and was told they did. All of those notes disappeared. When I asked to talk to the manager, the manager was ever worse to talk to. I've never been treated that badly as a customer in my whole life. Now I am stuck with a couch that will have a "bandaid" on it after just 6 months. I should add that the love seat is also starting to sink in and the 2 of the arms have gone completely flat.   We bought what we thought was "nice" because we believe that most times you get what you pay for. In this case, all we got was very expensive junk. I have emailed customer service trying to better explain my situation and my e-mails have been ignored. The customer service dept for this store is terrible. I wish more than anything I could just return the junk and get a refund…but since I can't I decided to write a review and hopefully save someone else from being put in the terrible situation. Never again for us!