LEVIN FURNITURE- Mentor

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I found a Flexsteel recliner that I liked.  I was told it was part of a line that Flexsteel had acquired and was good quality.  I scheduled delivery of the chair, and a conflict required that I change the delivery date.  Customer service did not return two messages left on voice mail, and the salesman did not return a voice mail.  I was not able to contact anyone at the store, some alleged phone problem.
When I called customer service for a third time, the representative was unprofessional and rude. Gave me a very hard time about changing the deliver date and said there would be a $50 change fee.  I told her that I would not pay any fee, she agreed and rescheduled the delivery.
The more I thought about it, I became more angry.  I went to another local store and the sales person told me that the particular recliner was not made in the US and they did not sell it due to quality issues.  I assumed she was going to try and sell me a more expensive chair.  It turned out the chair she sold me was $500 less and I liked it better. This chair is made in the US. 
So, I called Levin and cancelled the order.  The salesman tried to get me to change my mind by offering to reduce the price of the chair.  I explained to him that it was not about money, but the poor customer service; there are many more places willing to do business and treat their customers with respect.  I also received a call from the store manager who was very professional and attempted to regain my business.  I explained to her that poor customer service cost them a sale, and a customer.

Had to special order the color we wanted, which we were fine with. They quoted a 12 week leadtime. They said they'd call us when it came in but after waiting 12 weeks we didn't get a call. We called the Mentor location and we found out it was there waiting for us. The delivery was uneventful as far as scheduling, but when they came they gave us two pillows: one that matched the upholstery and another that didn't. We were supposed to get 2 toss pillows that matched the upholstery. When we called the store, they said they'd order us another one and that would be another 8-10 weeks or so. We got a postcard acknowledging the order and the leadtime. Waited an additional 2 weeks after the 8 week leadtime and again called the store since we didn't get any phone calls. I called our salesman several times, and got voicemail.  Left messages for 2 weeks with no reply. Turns out it was there, but no one called us.I drove all the way to the store and they brought out a huge box and I knew immediately it was the wrong pillow. It was the pillow which makes up the whole back of the chair. The salesman was there, but he really didn't do anything other than give a canned statement about how he would drive the next pillow to my door. I asked him why he didn't answer my message I left in his voicemail box, and he claimed he didn't get them. He tried to say he remembered me and my husband from Black Friday but I said No, we were here at Labor Day, that's how long we've been waiting for these pieces. So they said they ordered us a new pillow, but I'm still waiting for it. That was ordered in mid February. It is now April and I'm still waiting for the pillow. I didn't get any postcard acknowledging the order this time, so I am doubting the order was ever placed, and doubting I will get the pillow I paid for unless I drive to the store again to complain, since they don't answer the phone. I understand that custom pieces take time, but I don't appreciate not being notified when something is ready, and being ignored when I call for service. This has turned this into a 6 months and counting project. This experience has turned me off to ever returning.

The experience was good. Everyone likes the furniture. The price and quality were good.

THE YOUNG DELIVERY BOYS TRACKED MUD ON OUR NEW CARPETING FROM FOYER, THROUGH LIVING ROOM TO KITCHEN AND LAUGHED IT ABOUT IT. DID NOT APOLOGIZE. LEVINS DID SEND CARPET CLEANER SAME DAY TO CLEAN CARPET. PRICE TOO HIGH FOR QUALITY OF FURNITURE AND IT WAS ON SALE. THEY DID REPLACE FAULTY CHAIRS.PUSHY SALES PERSON. BONUS TV STAND VERY POOR QUALITY, EVEN THOUGH IT LOOKED GOOD IN STORE. SCRATCHED IMMEDIATELY ALTHOUGH WELL TAKEN CARE OF BY US.