What an ordeal. We ordered a double three cushion recliner couch from Russell’s. The sales guy was really nice and was able to get us a fairly good deal on the couch, but not enough to compensate... More

What an ordeal. We ordered a double three cushion recliner couch from Russell’s. The sales guy was really nice and was able to get us a fairly good deal on the couch, but not enough to compensate us for the hassle that ensued. So 6 or so weeks go by and finally the couch comes in. My wife goes to pick it up in our Yukon (save $100 or so on delivery). It was covered in that heavy plastic and my wife did a quick look to see it's about the right size and right material. She gets it home, takes off the plastic and sees that it's a 2 cushion vs. the 3 cushion we ordered. So we called Russells the same day and asked if there was a mistake. They gave us the line, "you're responsible for checking BEFORE you leave the warehouse to make sure you got the right furniture" with attitude. My wife gave them an apology and asked what we should do next. They kept insisting it was our fault during the discussion about solutions and that was what got my wife mad. They ordered the wrong couch after reviewing the paperwork that came with the wrong couch. So we felt that since it was the majority of their fault by pawning off the wrong couch on us to at least order us the new couch, pick up the wrong one and deliver the new one w/o hassle or extra cost. Nope they wouldn’t do it. They said that we’d need to pay for delivery and somehow get the couch back to them. In all this time, they kept complaining that they can’t do anything with the wrong couch (BS!) and that we’re responsible for it. To make a long post shorter, the only thing we could get would be to split the delivery cost and wait another 6-8 weeks for the couch we actually wanted. On top of that, they threatened us that the wrong couch better be in good shape or else you won’t get your new couch w/o having to pay for it. Fortunately, the couch came in and they took the wrong couch back. We were stuck (we gave away our old couch the day before the wrong couch arrived to Salvation Army) and we will NEVER shop at Russell’s again as well as spreading the lack of customer service word from their front office. If you do buy there, be 200% sure you get what you ordered and comment BEFORE you leave. If you find a scratch or something else wrong when you get home, you may be SOL.
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