Gardner-White Furniture review: Recliner ordering

My husband and I purchased two lazy boy recliners from the GW store in Utica MI at the end of October. At that time, they did not have the color to match our living room, so we had a special order done and I carefully chose a charcoal gray color to match the couch we also purchased from that store. In fact, I recall taking the swatches that the salesman, Jermaine Rollins, had given to me over to the couch we had just picked out to see which swatch would match the closest. The charcoal gray color was the winner. I brought the swatches back over to the salesman and showed him the charcoal gray color swatch. He then placed the order for us. He went over the paperwork before my husband signed everything and, although it said “pebble” as the color, my husband signed the papers assuming “pebble” meant the charcoal gray color I had chosen. I seem to remember confirming the color with the salesman, but don’t remember for sure how that went. It’s a vague recollection.

So, the recliners were to be delivered this past Friday (Dec. 1). When the delivery crew arrived, they took away our old couches for removal and then brought in the recliners. The first one was charcoal gray and was beautiful, but the second one was a beige color that I can only assume now, was called “pebble”. The delivery people took the “pebble” recliner back since it was not the color I ordered. They said they would bring the correct one later. When they returned that evening, the recliner was the same “pebble” color. It was at this time that we put it together that the salesman ordered the wrong color and “pebble” didn’t mean charcoal and actually meant that ugly beige color that didn’t match anything. I had no paperwork to confirm this, however. But it's the only way it could have happened. I remember ordering that color very clearly.

After many inquiries, someone from the store texted to say that because all the paperwork said “pebble” we are stuck with the “pebble” because it was a special order. I’ve been in tears over this most of the day and I still feel sick about it. We spent thousands on a special order that was not done correctly and was approved by us because we didn’t know the salesman made a mistake and we didn’t know that “pebble” meant beige. We’ve tried reasoning with the staff, but I think they believe that because it’s in writing, we have no recourse.

If there is anything you can do to remedy the situation, I would be very grateful.

Thank you.

Karen Alber