Talia in San Francisco

I was so excited to find the dining room table that I liked for such a great price! I didn't know about the delivery taking so long but I was willing to wait because it was just a dream come true! Delivery company finally came. The man couldn't bring in the box. He was struggling to figure out what to do! It was 150 pound table!! I finally got some construction workers from a few doors down to help him bring in the table! Finally! My husband built it - killing his back trying to put it together. We finally started to take away all the foam and noticed the entire table was COVERED with damages!!! From the base of the table to the top of the table! I couldn't believe my eyes!!! I assumed I must've ordered a refurbished table without realizing! I double checked the order and realized I didn't! I couldn't imagine how they could've sent me such a damaged looking table! I called up and went through the procedure of sending in the photos to prove the damages. I got a response that they can send me a replacement OR $100 back. I spent almost $700 on this table!!! I want a brand new table! They then issued me another email saying they'll send me an EXCHANGE. This is the company's way of making things difficult for the customer. They want me to table apart the table (weighs 150 pounds just the top piece) and repackage it for the delivery men to pick up and THEN AND ONLY THEN they will give me an exchange. CLEARLY not a replacement. Not only are they BARELY apologizing for there lack of quality in there product, and sending me a product completely new the first time, they want to put the customer to work ONCE AGAIN because they messed up on my order. I couldn't believe that. Didn't make sense. I called and spoke to Carlos who SWEARS they don't use refurbished products and was EXTREMELY unhelpful and unsympathetic. He said he was the "duty manager" and there was nobody on top to speak to. I said there must be somebody else or some other way you can service me for the inconvenience. He just kept going around in circles, interrupting me and repeating the same things over and over. Clearly doesn't care about anything. I said I wanted to complain about my service and product I was receiving. He couldn't give me anyone to talk to and told me to issue a complaint on the website. I submitted it and received the same response. No apology. No alrernative. Apparently this company is runned by a bunch of kids who are all equal in status and have no understanding of what customer service means. Besides the fact that every email I was corresponding with a different indivual each time. Nobody with a title or from a specific department. Really makes you feel taken care of. I hope to get this resolved in some way because I'm pretty darn disappointed and I just want a brand new table like I was under the assumption I was ordering. If I don't get a response I won't be surprised. Looks like this website is runned by a bunch of jokers taking advantage of customers.