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| - I've done business with Imperial in the past and the experience was fair.
Price was good, product turn around reasonable, and delivery a snap.
This second time however will be my last and I encourage anyone who shops here to do so with caution. Simply put, they want your money! Once they have the money any incident you may have is of no real concern.
My wife and I purchased a custom designed bed for my daughter.
We went through the books and picked out what we would like to see.
A little of this, a little of that. We picked the height of the legs, the kind of decoration we wanted, and the overall height of the headboard. All this was fine!
We were told the bed would take about two weeks to complete......... also fine.
We were aware we would need to come in again to approve the fabric sample (we went pink leather for our 2 year old girl). The fabric came in, we went to see it, we were happy and told them to proceed. At this point we expected two weeks for the bed to be ready. It took 4, honestly I was ok with the time. If the bed was done well and built solid I was truly OK with the time. However the inability of the staff at Imperial to speak clear, understandable English to let me know the situation was VERY UPSETTING. So now the bed is done, delayed, but done. We were told our delivery would be free because of the issue. However when we called back our "free delivery" was no longer an option. After another fight delivery was free. This is where it feel apart. This is why Imperial will never see a dollar of my money.
We were told to come in, pay the deposit of the bed (finished product unseen) and they could deliver. So we went and paid the balance off. They were going to "try" and deliver the bed that night, if not the following day. Needless to say that night they could not do the delivery. So the following day (a Friday) we were told the bed would come between 4 and 6 PM. Keep in mind our crib is now apart and our daughter is waiting to sleep in this bed. 6:45PM no bed, no call, no nothing. Four calls to Imperial resulted in nothing but high blood pressure. "The bed not on the truck" is all we were told, and of course our sales associate was not in the store, nor could he be contacted. "The bed not on the truck!" What does this mean ? It isn't on the truck so it is coming, it isn't on the truck for delivery ? What does this mean ? After a MAJOR blow up I advised the associate (who could barley speak English) that I would be in the following day for a full refund.
My wife then calls back 10 minutes later and guess what ? Our sales associate who could not be contacted, who was not in the store all day was there ! YAY ! No sorry, no nothing. He would call the driver and the driver would call me. Now about 2 hours late we get a call and the driver is on his way.....20 minutes he says.........it was an hour. That to me is fine, I understand Friday traffic. If only at ANY GIVEN TIME could we have been told the delivery will be an hour or two late I assure you I would have no issue. But this lever of service, this inability to tell your customer the situation is not OK. I will never spend a dollar in this store again. I do not care if people tell me they love the custom bed we got and ask where to get it, I will never tell them Imperial.
Truly a waste of money and time. Sad, sad, sad as they have lost a customer.
I will do all I can to spread the word of this awful place
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