My wife and I found a sectional, matching chair and ottoman for our new place. After a pricematch and 5 weeks of waiting, we were looking forward to receiving it today.
The delivery guys call and I agreed to meet them on the corner as they were confused about where to park. They ended up double parking on a one way street (we live in a downtown area). Fine.
They decided it would be best to dump the furniture on the sidewalk, piece by piece, then haul it upstairs. I wasn't thrilled with the idea, but I "stood guard" while the removed the pieces from the truck.
They bring out two identical pieces which caught my attention. We were supposed to be receiving a sectional/couch. The left side had a chaise, the right side had the couch. They brought two lefts.
I pointed this out to one of the delivery guys and he began explaining that they are not responsible for what's put on the truck. He said I should receive all of the items and call the furniture company (AmericanTV.com) and they would arrange for a pickup/exchange.
This is where things got ugly.
I told him there was no way we would accept both pieces as the invoice states the delivery includes a left and right piece. I compared it to having two left shoes. We specifically waited for 5 weeks so that the entire set would be delivered at once. To me, this was not acceptable. (Incidentally, there is fine print in the contract that adds additional fees when they make more than one delivery.)
I asked him to call his supervisor and he refused. I asked him his name and he refused to give it to me. "They'll know when you call," he said.
My wife is pissed as all hell and starts dialing Customer Service (which turns out to be useless, big surprise). Meanwhile, I receive a call from someone from the furniture company, a customer service rep from the shipping/receiving department.
He proceeds to tell me that while they did make a mistake, we should have received the furniture and they would have arranged to have the left side replaced. The delivery driver should have called to arrange this (his words). I explained that the delivery guy refused to call, so we were never given this option. I'm fuming at this point and ask to speak to his Supervisor. He relents and puts me on hold, then says she'll call me back. As yet (hours later) I have not received the call.
So I have no furniture, a delivery driver who refuses to do his job and a CSR pointing fingers at us, indicating we were wrong for refusing the shipment.
At this point, my wife and I discussed it and decided that we no longer wanted to deal with this company. We went to the store, discussed the events with the floor manager. He agreed that we were treated badly and that it was their mistake, but could do nothing to fix the issue, and offered us $100 total off the set. Earliest they could delivery would be Wednesday (obviously, a weekday and not convenient for us.)
We received a refund in full and left. This sectional (or very similar) is available at half a dozen stores around town and frankly, we didn't want to give them our money.
I would have been happy with a 10% discount and no shipping fee (roughly $200 in total) but he said the best he could do was $100 total off the set. He chose to let us walk out the door over a mere $100.
CLIFFS
Bought a sectional plus chair/ottoman.
It was backordered for 3 weeks at time of purchase, ended up waiting 5 weeks.
It arrives today with two lefts. I refuse delivery because I do not have recourse if something goes wrong.
Delivery guy gets mouthy and leaves, refusing to call his supervisor.
I have no furniture, a delivery driver who refuses to do his job and a CSR pointing fingers at us, indicating we were wrong for refusing the shipment.
We got a refund and told AmericanTV.com to "go screw".
Bought furniture elsewhere for $18 total more, it arrived within two weeks :thumbsup:
ATOT'ers, would would you have done?
The delivery guys call and I agreed to meet them on the corner as they were confused about where to park. They ended up double parking on a one way street (we live in a downtown area). Fine.
They decided it would be best to dump the furniture on the sidewalk, piece by piece, then haul it upstairs. I wasn't thrilled with the idea, but I "stood guard" while the removed the pieces from the truck.
They bring out two identical pieces which caught my attention. We were supposed to be receiving a sectional/couch. The left side had a chaise, the right side had the couch. They brought two lefts.
I pointed this out to one of the delivery guys and he began explaining that they are not responsible for what's put on the truck. He said I should receive all of the items and call the furniture company (AmericanTV.com) and they would arrange for a pickup/exchange.
This is where things got ugly.
I told him there was no way we would accept both pieces as the invoice states the delivery includes a left and right piece. I compared it to having two left shoes. We specifically waited for 5 weeks so that the entire set would be delivered at once. To me, this was not acceptable. (Incidentally, there is fine print in the contract that adds additional fees when they make more than one delivery.)
I asked him to call his supervisor and he refused. I asked him his name and he refused to give it to me. "They'll know when you call," he said.
My wife is pissed as all hell and starts dialing Customer Service (which turns out to be useless, big surprise). Meanwhile, I receive a call from someone from the furniture company, a customer service rep from the shipping/receiving department.
He proceeds to tell me that while they did make a mistake, we should have received the furniture and they would have arranged to have the left side replaced. The delivery driver should have called to arrange this (his words). I explained that the delivery guy refused to call, so we were never given this option. I'm fuming at this point and ask to speak to his Supervisor. He relents and puts me on hold, then says she'll call me back. As yet (hours later) I have not received the call.
So I have no furniture, a delivery driver who refuses to do his job and a CSR pointing fingers at us, indicating we were wrong for refusing the shipment.
At this point, my wife and I discussed it and decided that we no longer wanted to deal with this company. We went to the store, discussed the events with the floor manager. He agreed that we were treated badly and that it was their mistake, but could do nothing to fix the issue, and offered us $100 total off the set. Earliest they could delivery would be Wednesday (obviously, a weekday and not convenient for us.)
We received a refund in full and left. This sectional (or very similar) is available at half a dozen stores around town and frankly, we didn't want to give them our money.
I would have been happy with a 10% discount and no shipping fee (roughly $200 in total) but he said the best he could do was $100 total off the set. He chose to let us walk out the door over a mere $100.
CLIFFS
Bought a sectional plus chair/ottoman.
It was backordered for 3 weeks at time of purchase, ended up waiting 5 weeks.
It arrives today with two lefts. I refuse delivery because I do not have recourse if something goes wrong.
Delivery guy gets mouthy and leaves, refusing to call his supervisor.
I have no furniture, a delivery driver who refuses to do his job and a CSR pointing fingers at us, indicating we were wrong for refusing the shipment.
We got a refund and told AmericanTV.com to "go screw".
Bought furniture elsewhere for $18 total more, it arrived within two weeks :thumbsup:
ATOT'ers, would would you have done?
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