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| - 6.5 hours to get all furniture, no phone call as why the furniture was not there between 3pm-5pm, furniture delivered inside and and on top of a family van and not all items delivered at the same time!
The message left from the owner yesterday "This is Deanna with Factory2UFurniture returning the call that you left. The message you left with my daughter earlier. You will not be getting reimbursed the $50.00 delivery fee. You got the items you purchased the day you were supposed to receive them in good condition. Everybody was polite to you at the store and the delivery. I talked to my delivery people. They said you were happy with your purchase. Unless you have something damaged, we're done".
The first thing on Factory 2 You Furniture aka Furnitureoflasvegas.com's website is "Our Customers are our #1 Priority and customer satisfaction is what we strive for, so whether you prefer the comfort and convenience of shopping from home or prefer to sit down with one of our friendly staff members, we will do our best to exceed your expectations and save you money!" The customer service was great during the ordering process by both the daughter and her mother, the owner. Our order was placed and paid in full on 9/18 for $2377.12 not including $50.00 delivery fee which was due at the time of delivery. Advised to allow 5-7 days for our large sectional(3 pieces) and 2 loveseats to come in. Awesome! Customer service was great. We felt that we got a really goof deal on all 3 items and what made this even better was that we received a call/vm that following week, Wens 9/23rd that are furniture had arrived from the store owner and and to call to set up delivery. Super HAPPY at how FAST that came. So, we set up a delivery time and day for Saturday 9/26 between the hours of 3pm-5pm. She confirmed our delivery address as well as the contact number that the driver can call. All was correct. Now it's Saturday. 3pm, 4pm and 5pm came and went and we didn't get a call from anyone as to what was going on. Called the store 5:04pm and left a voice message about our concerns and to please call us back to advise what was causing the delivery delay. We had somewhere to be later that night after 7pm. The store's voice message as well as their website advises that they are open Saturdays till 7pm. NO ONE, I repeat, NO ONE called back regarding the delivery issue. Now, it's 6:20pm and we see out the window family van in front of our house with a big white thing on top. The young man comes to the door and said he was here to deliver our furniture. I told him that you guys were to be here between 3-5 and we have somewhere to be later tonight. What happened? He just smiled and said yeah, he's been really busy. So, he and lady were bringing in the furniture which was just the sectional which came in 3 large pieces, stuffed in a family van and on top. I asked where are the two lovesets at which time we were told that he has to go back to the warehouse and get the rest of the furniture?!?! Are we serious right now? We helped them bring in the furniture and the lady offered to stay and put the feet on the sectional while he went to retrieve the rest of the items. We declined so she could help him with loading the rest of our stuff, thinking that would speed up the process. The sectional(which was nice) was missing screws (we were supposed to get 10 but only got 4)that were needed to put in the feet and we called the store when the drivers left at 6:40pm advised of our concern. Again.....NO CALL BACK. The rest of our furniture was delivered at 8pm and we assisted with the set up as well and those loveseats were beautiful and the deliverers were nice but they didn't leave our house till a little after 9:30!!! I have never in my life had this type of experience for furniture delivery. I honestly thought the van was someone moving. Never would I have expected that. Had we known..we would have picked it up ourselves in a rented U-Haul. We never heard back from the store addressing our concerns till I called yet again, yesterday,Tuesday 29th. This was HORRIBLE customer service. Honestly it felt like once we placed and paid for our order...it was up to the delivery gods on what happens next. What happened to the stores motto? Doesn't it makes sense to contact your driver to see what was going on? After all, it's your company and your name on the line. We all know things happen and that's life but to refuse accountability, nor offer an apology and give excuses for the lack of competence is ridiculous. Especially being a new company. Only to have the owner irritated that a customer is not happy with what took place and leave a rude voicemail. You tell your customer to block out 2 hours for delivery. We did just that. In reality we had to block out 6 hours and 30 min and you're upset?
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