Terrible customer service at Teppermans

On March 17, 2013, my husband and I purchased one item of furniture at Tepperman's in London, Ontario. (We have shopped there many times before.) We were told by the saleswoman, Shelley Babcock, that the furniture would be delivered before April 1st. (We were not told it was on back order.) I telephoned Tepperman's the last week of March to find out when the furniture would be delivered. I wished to arrange for someone to be home on the specific date. The woman who answered the telephone stated the item would be in on March 28th and we would be contacted to confirm the delivery date. On Friday, April 5, 2013, I again called Tepperman's to find out when the furniture would be delivered. The woman on the phone said she wouldn't know when the item was being delivered as she didn't know if it was in their inventory, perhaps today she said, or it could be Monday but it was busy on weekends so she didn't know. Yes, she spoke that unprofessionally. Rather than saying, I don't know, but I will look into it and call you back. She stated it's busy! Then she told me to call back on Sunday, April 7th, after 12pm when Shelley would arrive. I telephoned at @1pm on Sunday and spoke with Shelley. She stated that the furniture had been bumped back and should be arriving by April 27th. She now stated that the furniture was back ordered and could be bumped again taking even longer to arrive. We were not told this when we purchased the furniture. We required the furniture immediately and would not have chosen this item if we had been informed. I asked to speak to a supervisor as my husband and I were now considering cancelling the order and shopping for something else that would be available immediately. I spoke with Rob and he stated he would look into finding our item and would see if he could find the same item that another customer had not paid for yet. I don't understand how it makes sense that someone who has not paid in full for their furniture would receive it before us? Rob called back several hours later and said he somehow miraculously found this item, even though we had been told we would be waiting until April 27th. or later. He arranged delivery for Wednesday. On Wednesday, the furniture was delivered. The WRONG furniture. I called Tepperman's again and was put through to Shelley who said I told her the wrong item for purchase. My husband, daughter and I were sitting on the sofa we wanted. We sat on it smiling and said "we want this one". How she made a mistake is beyond me, but she did. Shelley did not say "I'm sorry I've made a mistake". Rather, she told me that I had made the mistake, but she would have the furniture switched for us on Friday. I explained I was working on Friday and she confirmed the RIGHT furniture would be delivered on Saturday, April 13th. I'm thrilled at this point. BUT, Thursday afternoon, just one day later, I get a call from Tepperman's again. The woman hangs up on me. I call back three times and finally get in touch with someone. I'm passed through to Delivery from the Store and then back to the Store again. I am now speaking with Jenna, who informs me she is a supervisor, she tells me that she is calling to arrange the delivery date as Shelley is off and has left her to call. I inform her that we have already confirmed for Saturday and she then tells me that there is no availability for Saturday even though Shelley already confirmed it!!! Jenna tells me that they can deliver it on Tuesday. She also informs me that there is a $137 difference because the furniture is no longer on sale. I inform her that I'm not paying the $137. We bought and paid for the furniture when it was on sale. She did agree to this. I told her someone will be home on Saturday when the right furniture had been confirmed to be delivered. I want to know why Shelley confirmed Saturday if Saturday there is no availability.Jenna tells me yesterday there was availability for Saturday, but today there isn't! Keep in mind, I was told none of this furniture was available until the end of April and now it seems to be found in abundance. I will have to take Tuesday off work if I want to see my furniture. Or, Jenna did give me the option of being home on Tuesday, sending back the wrong furniture, cancelling my order, but still having to pay the $90 delivery fee!!!! Great alternatives she offers to her customers. I also loved how with an upset customer on the telephone Jenna wishes to tell me her official title with the company (something like Credit manager). I wouldn't care at this point if I was talking to a Tepperman's customer if they could at least get something right!!!!! I'm now left to try and arrange time off work to be home for furniture delivery. I have to call back and confirm the delivery date and won't be surprised if they tell me there is no longer availability on that date!!! I am more than a little concerned about whether all will go well. I forgot to mention I'm getting furniture someone else sent back! I certainly will never shop at Tepperman's again. I never raised my voice on the telephone, openly stated how frustrated I am, yet Jenna says "I said I'm sorry what else do you want?" I want someone to give me correct information. I expect customer service to confirm a date and not change it in less than 24 hours. I expect the right furniture to be delivered. I'm not asking for miracles. I'm expecting decent customer service.