Terrible after sales support

I recently purchased a recliner sofa from The Leather Gallery. While the initial customer service was satisfactory, things quickly deteriorated after delivery. One of the recliner mechanisms didn’t consistently lock when returning to the seated position. I contacted support and was instructed to fill out an online form, which I did. However, two weeks went by without any follow-up.

When I called again, I was told to submit the form a second time because they had no record of my initial query (although it was strange that they knew the details of the issue despite me not mentioning it during the call). Weeks of back-and-forth ensued before a technician finally arrived to assess the problem. He concluded that there was nothing wrong with the recliner. I find this hard to believe, given that four out of the five mechanisms work flawlessly, while the fifth one still doesn’t catch reliably.

I expected much better service and support. The lack of responsiveness and the unresolved issue have left me very disappointed.