Ordered almost 10, 000 worth of furniture, most of which was supposed "custom". Delivery drivers arrived in the last absolute window of the 3 hour time frame I was set to wait.
First contact, driver complained on a Thursday about how he had already worked 33 hours and about how he was so tired. Loading in process was slow, and consisted of multiple breaks.
Upon inspecting the furniture, freshly unwrapped from truck discovered nicks and chips on edges of most of the pieces. Contacted customer service and was told to wait another 4-6 weeks for replacement pieces. This would leave us with half an nonfunctional bedroom set. Bottom line, refused entire custom order bedroom set.
Service representatives didn't care, nor did the drivers. Actually they seemed to act as if this happened all the time.
After drivers left and began inspecting a $800 chair and autumn, found 3 of 4 legs nicked and scratched. This discovered giant scrape and hole in my ceiling of my bedroom, a smashed out walk-way light, deep tire track ruts in freshly seeded grass along my driveway, small bits of garbage all over my front driveway, and 3 piece of plywood left from the delivery.
Corporate customer service contacted me and pretty much washed their hands of the situation and are forcing us to file claims with the trucking company that they hired. What company with any type of integrity does this? I would have never hired that trucking coming to come on my property. We have had many custom order deliveries to our home with zero problems in the last 3 years. Nor have I ever been told that I need to file a claim for a company.
Company is supposed to be sending replacement legs for chair, but I doubt they will arrive in much better shape.
This experience greatly reinforces some of the red flags I noted during the sale process. #1. Be sure to refuse anything that is damaged #2. Multiple sales reps questioned us when we declined the furniture protection plan. Here is the light bulb moment. This happens a lot and they do not make/stock/ sell quality products and there is really nothing custom about their orders.
The only reason is takes 4-6 weeks is because they ship everything over from overseas.
We are beyond disappointed and had 5 additional rooms to furnish in my home. If we spent almost $10, 000 on one room, what might we have spent on additional rooms.??? Company has now potentially lost over $60, 000 from these actions, not to mention the number of people we will personally influence because of this situation.
I have discussed this with their director of corporate customer service and he simply didn't care either. They do not value your business and are inundated with these type of situations.