We purchased a sofa, waited for delivery, and our hearts sank when the wrong couch was delivered. Comparing notes and the catalog with what we received revealed that our original sales associate had placed the wrong order.
We went in to the store and spoke with Jessica, who immediately cut through our politeness and identified with us perfectly. With management authorization, she was able to wave both our delivery fee and the price difference between the couch that was mistakenly ordered and the one we wanted. Sadly, shipping from N.C. will still take two weeks, but the laws of physics being what they are we will deal.
This is how you win customer loyalty. We are now considering a second piece without hesitation.