I was then transferred to an escalations department where I spoke with ******* who basically told me that the sofa was nonrefundable because it was considered a "custom" item and that those typically take 26 weeks to fulfill. I explained to the representative that I cannot wait over 6 months for a sofa which is why I chose to purchase one with a sooner delivery date and that if it could not be delivered within the timeframe stated on the website at the time of purchase, I would like to cancel the order and receive a refund. I chose this specific sofa solely based off the **** I reached out to customer service on May 9th to schedule a delivery date/time to accommodate my schedule and was told that my sofa would not be delivered until an unspecified date in November. I placed an order # ****** on April 24th for ******* Reclining Sofa Sku # ********* with an *** of May 8th - May 15th. Other people online state theyve had the same experience so it is something not exclusive to me and something the business is aware of. The bait and switch and lack of explanation to the consumer is predatory. There is nothing they are able to do to cancel the order since it is in production. I let them know its possible we could no longer be in that address as that new delivery date is almost next year. I got my notification today they will not be cancelling and will not allow a return. They said Id have to keep waiting on the manufacturer and to just keep calling every 48hrs. I didnt get a call back on the 4th day so I called again. The supervisor said they can do a one time cancellation for this and he would call back in 1-2 days. There is no warning for this when you purchase the item about the cancellation or that the delivery date can change at any time.
He also informed me this is custom and cannot be cancelled. The supervisor let me know my order would be now delivered end of November 2023. The week of the estimated arrival I did not get any correspondence so I called the call center. Checkout showed the same estimated arrival time so I proceeded and paid. On I purchased a sofa from Z Gallerie for $2570.94 (this includes $299 shipping).
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