SU CASA

11/11/16 Placed order with Lucas for a Sedona sectional (item #860-YNG-22 and #860-YNG-71). Asked for fabric swatch to be mailed to me. Paid 50% of total cost. Told it would be 8-10 weeks. (8 weeks = 1/6/17; 10 weeks = 1/20/17) 12/18/16 – 5 weeks after order placed Called and paid remaining 50%. Asked for update. Woman I spoke with said she would check and I would be updated the next day. Also asked for swatch to be sent, as I never received one. 12/19/16 Received call and was told that the couch was still in production, should be done in the 8-10 weeks time frame. Around 12/27/16 – about 6.5 weeks after order placed Called and spoke with Lucas, who said they were expecting a shipment from Younger next week, and he would send an email after calling them to see if my couch was part of the shipment. I never received an email. 1/3/17 – about 7.5 weeks after order placed Called and spoke with Kimberly, who told me it had only been six weeks since I placed the order. This is quite confusing to me, and I now wonder if the order was actually placed in mid-November. 1/6/17 – 8 weeks after order placed Physically go to store to inquire about progress of my order. Spoke again with Kimberly, who reiterates it’s only been 6 weeks. I offer to pull up the calendar on my phone so we can count the weeks since I placed the order. She then states, “Weekends don’t count because they don’t work weekends.” She also said the manufacturer had updated them that day, and the couch would be sent the following week. The only conclusion I have made from her statement is the furniture industry has redefined “week” to be seven non-consecutive days, excluding weekends and holidays. If this is the case, it would be helpful to tell customers this definition so they don’t estimate delivery dates based on the more common definition of “week” meaning seven days in a row. 1/18/17 – 9.5 weeks after order placed Called the store and spoke with Lucas, who said the couch was shipped 1/9/17, but the delivery company “is experiencing some delays” and he could not tell me when it would arrive. I know North Carolina had some snow last week, and as I lived in Raleigh for ten years prior to moving to Baltimore, I understand that snow shuts down the state for absurd periods of time. However, not having any idea where something is seems irresponsible at best. 1/21/17 – 10 weeks after order placed I called the store and spoke with Ryan, who said the couch was expected to ship 1/9, but there are no notes from Lucas about any shipping delays, and I have to wait to speak with someone from the main office on Monday. After consideration, review the company on Yelp, as this is now simply ridiculous. 1/22/17 As soon as the store opens at 10am, I receive a call telling me that the couch should be here this week, and that it will be brought directly to my home. 1/23/17 Receive a phone call to schedule delivery for the next day, which does not work for me. Set delivery time for Wednesday the 25th. 1/25/17 Couch delivered at the correct time and in perfect condition. Delivery people were great.

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