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| - You probably don't want to shop at a place that has an F rating with the BBB. Yes, F.
I commented about their F rating and horrible online reviews to the customer service person. The response was the same as quoted in another Yelp review, "The Yelp reviews only represent a small portion of customers. Most are very satisfied."
That's funny, I never mentioned Yelp, specifically...
I responded, "Actually, it probably represents only a small portion of unhappy customers who choose to walk away and say nothing."
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Here's, basically, what happened (I'll spare you some of the boring details)...
The salesperson in the showroom was very friendly and skilled. We admired the level of customer service she provided during our browsing experience. I had the feeling that she would do anything possible to not let me leave without buying something. I was fine with that, since I felt I was getting a super sweet deal. However, the question I would later ask myself became, "How good is a deal, really, when you don't end up with the furniture to show for it?"
I ordered a set of furniture and was promised, verbally, by the sales person, that I would receive it within two weeks. They knew I was moving out of state (it was documented in my file) and so, the timeliness was important to me. The salesperson said, yes, they receive trucks from the manufacturer on a weekly basis, within two weeks should be no problem!
So, two weeks went by. No word. I called to track the order, and it seems they were having a problem getting the furniture in (even though I happen to know this is a top selling item by the manufacturer), and it would take longer. Two weeks later, still nothing. So now, we've been waiting a month, double the promised time frame.
I became curious. I started looking around online to see if maybe this is a pattern with them. When I found this Yelp page, my stomach was in knots. It's such a crappy, sinking feeling to find out you're just another fool who believed what they promised verbally, and that you never researched the company for yourself. No one likes to find out they've been taken advantage of, and I didn't want to be someone left waiting three or even six months for this to be resolved (especially since I would be out of state by then, anyway!). So, I called and cancelled the order. I was forced to pay a 15 percent restocking fee. Of course, I wondered if the, "restocking" was really legitimate, especially since once I mentioned cancelling the order, my furniture was just MAGICALLY on a truck??? But, I just wanted OUT, so I said, fine, I guess I have no choice, I still want to cancel. They kept trying to hold the restocking fee over my head, "But, you'll have to pay the 15 percent!" They then begged me to not cancel. I had to tell them to stop groveling, because they were making me feel a bit inappropriately gleeful, finally having the upper hand, instead of them having me by the...well, you know...
There were a few things that happened, like lack of communication and follow through on their end. I still received a call a few days later to schedule delivery (and I have heard that is their routine, schedule a delivery, oops, wrong furniture is delivered or delivery needs to be rescheduled - who knows if the furniture is even in their hands or if they are just stringing you along?). They also somehow never got my refund request to accounting, and I had to call back to check on it. Sure enough, it was not submitted, so I had to start over with the, "three to five business days to process refunds."
Finally, today, the refund appeared in my account (fifth day after it finally WAS submitted to accounting, NOT the fifth day after cancelling the order, they actually violated their own written agreement)! I am so happy to see my money back in my account, and to have learned a VERY GOOD LESSON. To me, spending one or two hundred dollars to get out of this relationship and be done with Big's was TOTALLY worth it.
As we were discussing my refund - the customer service person quoted me the amount I was originally charged -- wow, I guess I was a little too trusting and never noticed that I had originally been over charged by about 200 dollars.
I am so glad to have washed my hands of this establishment. Something just isn't right over there.
From now on - I will only be purchasing furniture that is in stock and ready to be picked up, and I will be renting my OWN truck to deliver it to myself. Gosh, I learned so much! Hopefully you can save a buck or two and learn from my mistake and naivety. Sadly, if you're reading this, it might be too late for you. :( I feel for you! I have already starting telling people to avoid the hassle that is otherwise known as Big's, and I suggest you do the same before it's too late for them!
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