I have never had such a poor customer service experience in my life.
I bought two couches last year. One was damaged when it arrived, which they discounted by $100, but never offered a replacement. This however was not the problem.
My problem is with the new manager.
The short background of this is that I went in about 10 months after purchasing the couch(a couch I never use) to let them know the zipper was broken, and to see if there was something that they could do. A helpful male floor rep said 'no problem, I remember you, we will get you a new cushion right away!'. A month passed, and nothing. I called back, and they took a message, and said they would get back to me. Well, no one ever did, and before I could go back in, my father died. I was consumed with family affairs for months. Finally when things calmed down, I called back, and they said they had no record of my purchase. So I requested the manager call me so hopefully we could get this wrapped up.
Unfortunately, she is the worst customer service rep I have ever encountered, and I train office managers, and executive administrators for a living. She is not helpful, but worst off, she interups, corrects, and LAUGHED at me when I was trying to address the problem. She told me there was nothing they could do because it has been so long, and accused me of lying to one of her employees. She wouldn't even put me in contact with the manufacturer so I could pay for a new one.
I will be escalating my complaints to the stores owner, but in the meantime I encourage you to avoid the Home Consignment Center in San Carlos at all costs.