DAVE'S FURNITURE WORLD

Several years ago, we bought a futon and cushion from Dave's Futon World. It was an unusual style and it was just what we needed. We bought the highest quality mattress we could at the time and it has been one of the favorite pieces of furniture in our home. Our sales experience was very positive. So, when we needed a replacement cushion, we found Dave the Futon Guy again. When I called about the replacement cushion, Dave was very responsive in researching the options and offering a good price for a futon. He was willing to offer several options for picking up the cushion when it came in - it arrived during a busy stretch and he was good at being persistent, but pleasant, when we were having trouble coordinating times (my fault - an overly busy week had me quite flakey!). But, a week after the cushion came in, we were able to pick it up. When we got it home, it was very clear this was nowhere close to the cushion we'd had previously. And, I'd been lax in doing my usual research, since I was operating off the memory of a previous happy experience. When I called Dave to let him know of our problem with the cushion, I learned of the no-return policy. YIKES!! Again, had I been dealing with this business for the first time, I would've researched that prior to ordering and done more research, both on the mattress we were ordering and the company and its policies. So, Dave and I had a long conversation - I was frustrated with the cushion that wasn't what we wanted and wanted to return it ... he was unwilling to take it back, saying he did not want to eat the cost of the cushion. He said that even though the cushion had only arrived a week prior and we had picked it up the day before it was not returnable to his supplier. And the resale possibilities were low because it was that unusual size. So, there would be no return. I was not wanting to fight, but I didn't believe there was no way to resolve this. After a bit, Dave came up with a suggestion that would work for both of us ? he called his contact at the company where our cushion had been made and arranged for me to get it restuffed at his cost, so it would be what we'd previously had. I followed through and took the new and old cushions to the maker and they worked with us to recreate our cushion, based on what is available now - I discovered the material used to make our original cushion is no longer available. They did a great job and the additional cost was minimal. Dave checked in to make sure stuff was worked out. The cushion is comfortable and we're enjoying it! I realize now that we couldn't get the cushion we had, and perhaps this turn of events got us as close as we'll be to that. So - I'm very, very pleased with Dave's responsiveness and his willingness to work with his customers to get them what they want. I told him I thought he should make his no-return policy crystal clear to customers (it isn't listed on the website or communicated verbally). That might save some unpleasant phone conversations and make for happier customers. If I hadn't had such a positive previous experience I might've been very intimidated and unhappy when I called Dave to let him know our problem with the new cushion and heard his initial response. I would definitely buy something from Dave again ? he's helpful, responsive, and has a wide variety of options. Also, I like to support small businesses. I do dislike some of Dave's policies, now that I know them, I will do additional research and won't order until I'm 100 percent sure I'm getting what I want. I wanted to share my experience with others so they'd know about a business with some nice furniture and also the no-return policy. If they choose to order from Dave, then would know that if you hang in there, he's generally willing to help as he's able, even thinking outside the box.

THE SALESMAN, DAN, WAS VERY HELPFUL AND INFORMATIVE WHEN I MADE MY PURCHASE. THEY DELIVERED THE MATTRESS TO OUR HOME FOR ONLY A $50.00 DELIVERY FEE, TAKING AWAY OUR OLD MATTRESS. AFTER SLEEPING ON THE MATTRESS FOR ABOUT A MONTH, MY HUSBAND AND I DETERMINED THAT THE EXTRA PLUSH PILLOWTOP STYLE WASN'T COMFORTABLE FOR US SO I WENT BACK INTO THE STORE AND PHIL, THE VICE PRESIDENT, HELPED ME PICK OUT A FIRMER STYLE THAT HAPPENED TO BE A LITTLE LESS EXPENSIVE. THEY CREDITED MY VISA CARD WITH THE DIFFERENCE, DELIVERED THE NEW MATTRESS AND PICKED UP THE ORIGINAL ONE WITHIN 2 DAYS. FANTASTIC PRICES AND WONDERFUL SERVICE!