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"On July 29th, 2020, we (Deston Hunt and myself) purchased two pieces of furniture from Wright Furniture in Hannibal, MO. Upon checking out, we were offered a warranty on the furniture in which we chose the warranty for the couch but not the special order chair because the cost of each piece being significantly different. Also, upon checkout we were told they would deliver to us free of charge and when asked about the date of delivery, we advised them it needed to be at least 2-3 weeks out; around mid August (which is actually notated on the receipt). A day later we received a call from Wright Furniture who was wanting to deliver the furniture the next day because it was a floor item and because they said "we do not know when we will be back your way". The reason why we wanted to wait is because this is brand new construction and the trim and painting was not quite done so we had no place to put the furniture and no way to inspect it or open it. I told them "I guess" they could deliver it but it would have to sit in our office just right of the front door because that was the only room completed and completely empty. We reluctantly obliged because they seemed like they were anxious to remove the couch (that was sitting on their floor) and that they didn't have anything else to deliver in our area anytime within our agreed upon time frame (notated on the receipt) Upon delivery, we opened both front doors so their was ample space to just walk right in and set the couch pieces down in the office. The couch was delivered in double wrapped plastic and set on our hardwoods. They sat there until our trim was done just about a week and a half ago at which point we lifted each piece up and placed them on the living room floor (still wrapped). We pulled the plastic apart (we did not use any such knife or box cutter). Immediately, we could see obvious damage that could not and was not created by us. One side of the couch had what appears to be a cut across it (see attached), the back end of one piece was actually protruding out of the back and was bent backwards. That same piece, directly above it, there was a piece that actually appears cut or damaged/splitting. Additionally, one of the legs has a very large chunk missing out of it. Now, I can assure you, given the amount of money we have spent on our dream home, and the money we spent on this very nice piece of furniture, we in no way, no possible way, damaged this couch in the way this damage occurred. I called Wright Furniture on 9/21/20 and talked with our rep who told me email Christie at wrightfurn@rallstech.com, which I did immediately after hanging up the phone. I uploaded the photos as well. That email went completely ignored; no response no acknowledgement. On 9/24/20 I called back and told them I never even got a response. They transferred me to Christie who made some excuse of why she didn't respond. At that point I forwarded her the email in which she responded that we signed the delivery receipt that it was in good order and there was nothing they could do, too bad. First, there was no way to inspect the furniture at that time; we had a whole house under construction and it had to sit in the closed office that was finished to prevent and stop paint, dust and other damage from occurring. Wright Furniture and our rep, Richella, was well aware of this and this was intimated many times in the store. Second, attached are the two receipts we received and a picture of our couch. Nothing about our warranty we bought which is located on the first receipt ($193). We were told she would call us and give us that information in a few days or upon delivery. None of which happened. I went back and forth with Christie asking her very direct questions about our couch, when it was moved, who moved it, and on and on..in which she answered none of those questions. Lastly, I asked Christie for proof of our warranty and she has since ignored all emails and phone calls and refuses to acknowledge them as well as Wright Furniture and it's sales agent and owners. The only thing Wright Furniture offered was for us to bring back the couch and they could "try" to fix it but it was just an empty solution. One which they knew we could not fulfill. We do not own a box truck to bring back a three piece sectional (every piece has damage). Wright Furniture is responsible for all damage to this beautiful couch, has refused to respond to emails on multiple occasions, has offered one solution which isn't reasonable/real solution and have neglected and refused to send us the warranty information (we paid for) that way we could have some hope of replacing or repairing this couch. I wanted them to help me fix it or replace it as we love this piece. Instead, Wright Furniture and it's owners have now made me want to return the entire piece, and get a full refund. We have been ripped off, ignored and now have a damaged couch in our brand new home, a very expensive couch that they clearly damaged. I asked for documentation on the couch from top to bottom; not one single answer. This is not acceptable and there are many red flags; I even asked for a copy of their inspection checklist (that Christie references) as well many other things that could help resolve how this couch was damaged. Nothing. This place damaged our couch, knew we could not inspect it, refuses to provide warranty information and refuses to communicate. I should have known they were going to be deceptive the minute they ignored my email asking for help with our damaged couch. Run far away"