Furniture store in Falls Church is selling USED furniture as "New" - help! (Woodbridge: appointed, to rent)

[DCguy03]

So I bought a new couch last weekend at Value City Furniture in Falls Church, and they delivered it tonight.

About an hour after the delivery guys left, I sat down on it and heard a "squeaking" noise, only to discover a baby toy jammed between two of the cushions. Next I unzipped the cushion, and a bunch of old cereal fell out.

Called the store, and they say that I have to bring it back (yes, like I have a spare box truck lying around) even though this is their "mistake." Or, the manager says, I can pay $120 for re-delivery Needless to say, I am 100% sure that they tried to pull a fast one on my by sneaking in a USED/floor model couch when I paid for a brand new one. That's fraud in my book.

What would you do if you were in my shoes? I need some reliable ideas from fellow CD'ers on how to handle this...

[dlumpen]

Originally Posted by DCguy03

So I bought a new couch last weekend at Value City Furniture in Falls Church, and they delivered it tonight.

About an hour after the delivery guys left, I sat down on it and heard a "squeaking" noise, only to discover a baby toy jammed between two of the cushions. Next I unzipped the cushion, and a bunch of old cereal fell out.

Called the store, and they say that I have to bring it back (yes, like I have a spare box truck lying around) even though this is their "mistake." Or, the manager says, I can pay $120 for re-delivery Needless to say, I am 100% sure that they tried to pull a fast one on my by sneaking in a USED/floor model couch when I paid for a brand new one. That's fraud in my book.

What would you do if you were in my shoes? I need some reliable ideas from fellow CD'ers on how to handle this...

If you are technically in the city of Falls Church, then search the web for a government consumer protection agency. If you are in a Falls Church postal address, but in Fairfax County, contact Consumer Affairs at Consumer Central*- Fairfax County, Virginia

There is also the Better Business Bureau that is also supposed to provide arbritation. You did the right thing by contacting the company first. Make sure you keep any receipts (a computer bank statement may work if not) and contact them. I'd also keep the toys, etc that you found in the couch. What a bunch of cruds. I'll make sure not to shop there.

[Ashburnite]

I would call the store again and speak to whoever is the highest authority there. If you've done that (or do that) and they still do not offer to come pick it up and replace it for free then contact the regional manager and so on. People do make bad decisions and accidents happen but the store most certainly should make it right.

[athousandlogins]

Take pictures of what you found and send them to Consumerist.

[EricD]

If you paid by credit card, and you haven't paid that bill yet, then you could contest the charge. I know that American Express is very good about helping you handle disputes with businesses who do not deliver what they promised. I believe other credit card companies will do the same.

If they refuse to give it back, then say that you do not want it anymore. Isn't there a VA law that says that you have 3 days to return ANYTHING? (Even a house or a car), for any reason?

[Gottasay]

Talk to the manager again. Tell them you plan to file a complaint with the Better Business Bureau if a complimentary box truck does not arrive to haul the disgusting couch away. Also, tell them you will call the consumer reporters for various local tv stations and inform them about how you were treated by Value City furniture's Falls Church branch. If your manager doesn't understand how damaging that can be to their business, find his/her higher up or the owner of the franchise and warn them. I assure you, that complimentary box truck will be at your doorstep in no time at all.

[Turbogyrl]

Jeez. Take it back, make the credit your card & go somewhere else. Honestly, Value City is not the best furniture. You could spend the same money somewhere else & get better quality. One of my neighbors had problems with the one in Woodbridge.

I would not call - I would go there in person and demand to see the manager.

[Yankeesfan]

If you used a major credit card, call the company and dispute the charges. They will give you a credit while they investigate and probably side with you. Then call the store manager and tell him that you have done this.

[South Jersey Styx]

Originally Posted by Turbogyrl

J I would not call - I would go there in person and demand to see the manager.

Yes, go down in person. Talk to the manager. Be cordial at first and see what they can do. If they seem hesitate, keep reinforcing what happened. Just say something like this:

"Hi there. I purchased a new couch.... and it was delivered yesterday. When I took the plastic off I found out that there was cereal in the cushions (show them your zip locked bag of cereal) and these (show them the used toys). There was also dirt and animal hairs or other stuff. Something must have happened and the crew must have pulled the floor model instead of bringing me a new one. So I am wondering when you can deliver me my new sofa." And then whisper to him/her: "You know, this is really unhealthy. I have a baby in the house and with all the news about swine flu and other illnesses . . . well, you know, this isn't good." And then nod your head.

Don't chew anybody out yet; just start looking really upset (like you really don't know what to do) and get really loud, speak loud enough so other customers can hear what is happening. Throw your hands up in the arm and get dramatic. Look like you're about to cry. Tell them that you thought you had a great deal, everyone talked about how great Value City was, how you're so disappointed, etc. etc. You will, of course, be acting. But the last thing managers want to see is an upset customer who is influencing new customers.

Be sure to bring photos and a list of things that are wrong with the couch (IOW, why it is a used couch).

Oh yeah, do the credit card thing to while you are negotiating.

You don't need to rent a truck to bring it back; when they bring you a new one, their guys can load up the old one.

Don't believe that bullcrap about a delivery fee. This happened to me one time with a furniture store (warehouse-style). I purchased a cabinet, like a French pie-safe. There were several on the floor and there was one I wanted specifically over the others. They assured me that that the cabinet I chose would be delivered and even tied the "Sold" card with my name on it. What I did was hide a small sticker with my initials on it on the bottom of the top shelf. When the cabinet arrived, I knew it wasn't mine and I went down in person and made a big deal about it. The manager tried to get loud on me and made it look like it was my fault (oh sure yeah) but in the end, she sprang for the truck team to pick up the 'wrong' one and give me the one I selected.

[JakilaTheHun]

Originally Posted by South Jersey Styx

Yes, go down in person. Talk to the manager. Be cordial at first and see what they can do. If they seem hesitate, keep reinforcing what happened. Just say something like this:

"Hi there. I purchased a new couch.... and it was delivered yesterday. When I took the plastic off I found out that there was cereal in the cushions (show them your zip locked bag of cereal) and these (show them the used toys). There was also dirt and animal hairs or other stuff. Something must have happened and the crew must have pulled the floor model instead of bringing me a new one. So I am wondering when you can deliver me my new sofa." And then whisper to him/her: "You know, this is really unhealthy. I have a baby in the house and with all the news about swine flu and other illnesses . . . well, you know, this isn't good." And then nod your head.

Don't chew anybody out yet; just start looking really upset (like you really don't know what to do) and get really loud, speak loud enough so other customers can hear what is happening. Throw your hands up in the arm and get dramatic. Look like you're about to cry. Tell them that you thought you had a great deal, everyone talked about how great Value City was, how you're so disappointed, etc. etc. You will, of course, be acting. But the last thing managers want to see is an upset customer who is influencing new customers.

Be sure to bring photos and a list of things that are wrong with the couch (IOW, why it is a used couch).

Oh yeah, do the credit card thing to while you are negotiating.

You don't need to rent a truck to bring it back; when they bring you a new one, their guys can load up the old one.

Don't believe that bullcrap about a delivery fee. This happened to me one time with a furniture store (warehouse-style). I purchased a cabinet, like a French pie-safe. There were several on the floor and there was one I wanted specifically over the others. They assured me that that the cabinet I chose would be delivered and even tied the "Sold" card with my name on it. What I did was hide a small sticker with my initials on it on the bottom of the top shelf. When the cabinet arrived, I knew it wasn't mine and I went down in person and made a big deal about it. The manager tried to get loud on me and made it look like it was my fault (oh sure yeah) but in the end, she sprang for the truck team to pick up the 'wrong' one and give me the one I selected.

This is quite possibly the greatest post ever.

I don't think I've ever read such a detailed (and workable) account on how to demand satisfactory customer service.