Knoxville Wholesale Furniture

Custom ordered two sofas. Specifically not to have nail head feature. Delivered two with nail heads that the manager knew were wrong but had the delivery people deliver them on a Friday anyway instead of calling me. The manager said he would sent a technician to pull out all the nail heads (This should have been a clue to how clueless David Tom, the manager is). We declined. He then told me to use the sofas while I wait for replacements and not to worry about any potential damage since I bought the premium protection plan on the original sofas. On Saturday night I decided I wanted a slightly different color fabric (because the original that seemed to work in the store fluorescent lighting was way off in natural light). Contacted the salesman and told him not to place the reorder so I could change the fabric. After two contacts initiated by me, I confirmed that the reorder had not been placed, he said since the mistake was made by the factory, I was not liable for ANY damage to those sofas left in my house and we made an appointment for me to come in and select another fabric. After driving 1.5 hours to Knoxville I received a text from that salesman 30 minutes before the appointment time that he was sick and wasn't going to show. So I was left to work with the manager and an interim salesman. Both who kept me waiting an unseemly amount of time (given the circumstances of shopping on a Tuesday with no one in the store). The manager announced that the sofas they left were not indeed fully protected by the plan. I told them to pick them up on the next delivery (Friday). I have covered them with sheets and bubble wrap since I am sure this kind of operation will try to find something amiss. In selecting the new fabric, their interim salesman said that regardless of what fabric I selected, they would 'make it right' even if it were a higher class of fabric. The manager said, nope when I told him what his salesman said. The experience has been way below expectation. I told the manager I would not buy any additional items from this operation and will also make sure friends, family and the internet were informed of my experience. His response was 'oh, well' in tone. Furniture is one of the highest margin items in consumer products. I would think the owners of this enterprise would be more sensitive to customer experience/satisfaction than the manager, David Tom demonstrated with me.