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  • The furniture is very nice but the customer service experience was awful. After placing an order in store for delivery in 2 days, I receive an automated call to confirm delivery for the next day. I call customer service to ask why the delivery date is saying tomorrow when it's really for the following day. She assures me this was an error and the delivery date is scheduled as written in my paperwork. The next day, I'm out and about and receive a phone call that they are trying to deliver my order. I call customer service again to ask what is going on and turns out, whoever placed my order in store placed a duplicate order and I've been billed twice. I am told this duplicate order I did not place cannot be cancelled without a third phone call the following day. When I ask to speak with a supervisor, I am told none are available and one will call me back. No one calls. I go to the store to confirm what's going on and they assure me that I will be refunded for the error and my original delivery is still as scheduled. The furniture arrives and my coffee table is damaged. I call customer service immediately after the furniture is delivered and am told a ticket has been opened to call me to schedule an exchange. Again, no one calls. I call the next day and there's no note of my first call whatsoever and I am now to take pictures of the damage for an exchange so that "they can see what the furniture item is that I need to exchange." It's the Hamlyn coffee table, the ONLY coffee table I ordered, and they're really going by a picture to find the right replacement? I explain my concerns and the frustrating experience this has been to a representative who doesn't apologize and couldn't care less. She even told me "Don't send the pictures then. I'll just get in trouble but that's fine" when I questioned this logic. Hopefully my new table will arrive in good condition and as promised. Their customer service is really lacking and the several hours I've now spent trying to rectify their mistakes is ridiculous. It should not be up to the customer to fix a companies mistake but up to the company to rectify it and accept responsibility for their errors. Nothing offered for my inconvenience, of course, because I'll just be lucky to get an in-tact table on the correct delivery date at this point.
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