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| - NOTE: this review is only customer service related SO FAR, due to the fact I have yet to receive our actual furniture we ordered. I've decided to be NICE and not use employees actual names in this review, to allow them the opportunity to make things right.
We went in and ordered a queen bed, reclining couch and love-seat and 3 end tables... all of which our sales lady told us were "in stock" and would be available for delivery on our November 28th request date. Upon checkout, I questioned our order, since the paperwork had "black" as the color and our couch and love-seat we had picked is a "dark charcoal grey", sales ladies response was "I ordered you the right furniture, it's just such a dark color it is considered black in the system". I took her at her word, my bad! Friday prior to delivery, I called to confirm and was told the end tables had not come in yet, which we told them we would pick up ourselves when they arrived to please just deliver the larger items on Monday.
Delivery guys arrived on Monday (props to them, they were punctual and professional!!) but unfortunately the WRONG couch and love-seat arrived. I promptly called the store and was instructed to reject those items and they would reorder the correct ones... I was taking NO chances and rushed down to the store to do it in person myself. When I arrived I had to wait 25 minutes before being helped!! And when my sales-lady finally approached me I NEVER once got an "I'm sorry"... in fact NO ONE offered an apology EVER!! A lady manager who made the appropriate corrections to my order, she herself made it seem I myself had made the error and I was causing them an inconvenience.
To make matter worse, we had just gotten rid of our old furniture the night before this delivery, which now meant we have NO FURNITURE!!! The manager, after correcting our order, informs me it would be 7-10 days before my furniture will arrive to them! She did then say "because of your inconvenience, we will be sure to have it on the first truck for delivery to you once it arrives to us".
I've been calling every few days to see if it's arrived and finally on Saturday it arrived to them, so when I asked what time Monday it could be here the lady on the phone says "I'm sorry, but the earliest we can schedule you is on Friday". I explained to her our circumstances and what the manager had said, she said she would have the manager call me back that they would have to over-ride the Computer to do that. I NEVER received a call back from a manager, I called back multiple times on Sunday and Monday... each time being told "the manager is busy, I will leave a message for them to call you back". Finally on Tuesday I was FUMING and call again, was told the same thing but I insisted I would stay on the phone until they talked to me! After being on hold for about 15 minutes a lady manager finally got on and when I explained I had not received a return call, she gave the excuse she was not there for the past couple of days. ZERO apology AGAIN!! She refused to over-ride and push up our delivery!!!! We now have to wait until Monday for our furniture.
From salespeople to management, these people have ZERO accountability!!! There lack of customer respect is disheartening.
*actual furniture review to come*
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