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| - I recently moved into a newly built house and had been excited about my new furnishings. On February 6th, I ordered several items from their westside store. The store manager, RJ, was incredibly helpful in the process. When I left, I was still pretty excited.
However, that ended quickly. I was called back two days later to select new fabrics as the options I chose were no longer available, despite RJ calling and confirming that they had enough for the job. So I had to drive back into Madison, wasting over 2 hours, to select something else.
When I ordered, it was quoted to be delivered in 6-8 weeks. The first weekday that I was in the new home was on the 6 week mark. I wasn't very concerned at that point as I knew we moved in early and, with it only be a week or two, could handle having no furniture. I reach out at that point and ask for an update and was told that the sofa and bed were still in process.
Now fast forward three and a half weeks. I never received any indication that my items were delayed, much less any communication at all. I was reasonably upset and contacted them expressing my concerns. Fairly quickly, the owner, Paul, reached out to me and said he was looking into it. It turned out that everything except the bed was ready and sitting in a warehouse. Paul had the ready items delivered within two days and added in putting together some bar stools for free. The stools were only $5 each to assemble, but was a good gesture; at least in theory.
When the delivery guys showed up, marking 10 weeks from the order date, they brought in the pieces. One was to go in the basement into a theater room, so I showed them down to it so they knew where to go. They put the piece at the bottom of the stairs. I had to ask two more times to get them to move it to the room. When they finally did, it was barely inside the doorway. They were also confused as to how to assemble the two-piece sectional. After they left, I also noticed that one of the caps for the stools was missing. I reached out to Paul about this. He offered to have it at a store, which I wouldn't have time to visit for a week or two, or mail it to me. I chose the latter and set the stool aside so that it did not damage my floor. A few days later, I received a notice from the post office stating that I owed ~$2 to pay for postage from A1. Apparently, they believe it is acceptable to make customers pay more to get their entire product.
This still left me without the bed. I was told it was out of stock in Chicago, which was the holdup. They then had to bring it in from California. I was told seven days. It was 11 before I received a call to schedule the delivery. I setup the delivery for a Saturday, marking two days less than 13 weeks. The next day I received a call about the delivery. They needed me to give them my address and reconfirm the date that I already chose. They also didn't know if I had received one of the other pieces and told me that it still showed that it was owed to me.
Finally having the bed brought in, I had hoped it was over. What should have been an hour delivery and build of the frame took about seven and a half hours. It ended with the frame setup, my day lost, and four good sized gouges in three of my walls.
Even after working with the owner, I'm still left with disdain for this place. The customer service, outside of RJ, was horrendous at every point. Taking over a month longer to deliver, on top of not communicating in anyway, is unacceptable. Adding the salt to the wound by trying to make me pay more for a missing part was ridiculous. I left that at the post office. It can go back to them and they can pay for nothing.
I highly recommend going anywhere else. I know I could have had better deals at other places, but the service began so well that I made the mistake of getting everything in one place. Don't make the same mistake.
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