***UPDATED***
***UPDATED AGAIN***
I'm hoping management sees this and resolves my open case, I can't get any traction after 8 separate calls to customer support over the last 3 weeks.
Issue: We purchased a sectional and had it delivered to our home. The 3rd party delivery company sent 2 men to deliver the furniture who were in such a rush that they scratched the dry wall leading up our staircase.
The couch was too large to fit through our doorway upstairs, so we had to sign an agreement stating that if any damage occurred to the couch or home, that they were not liable. This is where the problem starts.
As the 2 men were forcing the couch through the doorway, we observed that there was no way the couch was going to get through the doorway without removing the door. Delivery Guy A states, "We should be good, if it breaks the door or anything I'll come by and fix it, I own a contracting company on the side". I asked that we stop and back the couch out to remove it to avoid any damage, delivery guy A states that he's confident we'll be fine and pushes the couch through the door, splintering the door jam, ripping the door off the hinges and slamming the door handle into our dry wall where there is now a hole.
Delivery Guy A left his number with me to contact him so we could set up time for him to fix the damage. The next day I texted him to set up an appointment, to which he responded, advising that he would reaching out soon. Then nothing. I attempted to reach out a few more times before formally creating a case with Living Spaces.
March 20th: Case created, pictures uploaded. Estimated time of resolution is 3 to 5 business days. No response.
March 30th: Called to follow up. Was told that we would hear back on the following Monday since there was a holiday (Easter). Rep advised they sent the case to the correct department.
April 2nd: Called to follow up as I did not hear anything on Monday. Rep stated the previous rep sent the case to the wrong department and that she had to fix it. Unprompted PROMISED that we would get a call from someone within 24 hours with a resolution.
April 4th: Called to follow up as I did not hear anything within committed time frame. Rep advised that she was sending an email to the leadership team within the call center and that we would have a response the next day. PROMISED.
April 6th: Called to follow up as I did not hear anything within committed time frame. I'm a little annoyed at this point. I convey my dissatisfaction with the situation so far and asked if there was anything else they needed from us to expedite the process. Rep advises they have everything, can see the call history and said that someone name Mary would be reaching out before they closed that night.
1140am, April 9th: Called to follow up as I did not hear anything within committed time frame. Rep advises that this is not normal. States that there have been multiple emails sent to the correct department but doesn't understand why there has been no progress. Tells me that I will receive a call around 1230pm, when Mary arrives. I convey my frustration and advise that if I don't get a call by 1330 I would be calling back.
1345, April 9th: Called to follow up as I did not hear anything within the committed time frame. Rep advises that there have been multiple emails sent to the correct department, doesn't not know why there hasn't been a resolution yet. I request a manager as it's apparent that this is getting nowhere and my home is still damaged. Manager gets on the line, echoes same confusion. Ended call with manager stating that I will receive a call... you guessed it... tomorrow. That brings us to now.
***UPDATE***
1440, April 9th: Received call from Customer Support Supervisor, stated that I will receive a call later in the day or tomorrow. I asked for an update, to which she responded that there wasn't one, she was simply calling to advise that I will be getting a call later.
1015, April 11th: Called to follow up as I did not hear anything within the committed time frame. Rep advised the case is still open but she can see that I have called a lot and recognizes this is outside the normal resolution time frame, states that I will receive a call soon. I stated that I have heard that 6 or 7 times now, need this resolved ASAP, request manager. Manager comes on, apologizes for negative experience. States that I will receive a call later today or tomorrow and there is nothing she can do. Again.
***Finally received a call from the delivery department offering a credit or invoice from a licensed contractor on the damage. Thank you for finally resolving this issue.***