Drexel Heritage

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I will never buy another piece of Drexel Heritage furniture again. There was an IT glitch and our initial order was not processed until I called to "check in". Our furniture arrived with dents and dings across the bottom, a major dent in the door, two rips across the back and a drawer that wouldn’t close. One store manager told me it was typical for furniture to be damaged. She said they normally touch it up before delivery so the customer doesn't even know! To top it off the delivery men scuffed my walls and the repairman scratched my hardwoods. When I asked if I could just return the unit the store manager told me I would have to pay a 40% restocking fee. I guess they were going to restock the damaged furniture? A major disappointment from what I thought was a reputable company.

i purchased a sectional july 2009, it was delieverd oct. 2009 and was defective. it never sat like the one in the showroom. i called right away, they sent someone, this person ordered new cushions. it took 3 months and they didn't solve the problem. after waiting 2-3 months to see if they would "break in" we called again. this went on and they continued to stall us saying they would fix it or refund our money. the manager that promised that is no longer working there and i was told they don't have to honor what we were promised. finally i was told i could order another replacement sectional but then was told because we had use of it for 2 years that we would only be given an in store credit for the amount we spent and since the couch went up in price 1000.00 if we wanted them to remake it we would have to pay them that extra money. i was finally fed up and asked for my money back. they refused. i have a couch we have been extremely uncomfortable in for 2 years being strung along with empty promises. i never wanted this to go on this long. i just thought i was being patient and i believed them. i do not want any of their furniture b/c the quality is awful. i spent almost 5000.00 for a couch to ensure that it would last me a good 15 years and it has not even lasted these 2 years. the back cushions will not hold their shape. we are told to "fluff" them. i have and it lasts until someone sits down. the cushions feel rock hard, and feathers are constantly poking at us and coming out. the fabric on the cushions will not stay straight and this couch looks 15 years old. i would never recommend this furniture company. they have taken advantage of me and i am left with a couch that no one wants to sit on. they want me to pay the extra money for another couch that might be just as defective. they are out of their minds. this is terrible customer service. i advise anyone to RUN from this company. they do not stand by their product. they sell defective product. they lie.