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Csn Stores.com/Select Express Delivery / Delivery, poor communication

NY, United States
5
What a nightmare trying to get a glass curio cabinet from CSN stores. I ordered in July '08 and finally resolved the issue in September after relentless tries of trying to get this cabinet delivered. First delivery they brought it in sections and the installer asked me if I knew how it went together! That should have been my first clue. Well after they searched the truck there was no hardware so they couldn't put it together. On the advise of the delivery company(Select Express/ Bush Deliveries) and CSN Stores I declined the delivery and they had to pack it up and send back to the warehouse. CSN did promptly send out the hardware and within a week I was ready to have it redelivered. After dozens of nonreturned phone calls I finally made contact for a new delivery date. Well, they showed up and wanted to know where the cabinet sections were as they did not have it on the truck. OOPS they forgot. The next 3 delivery dates that my husband took time off to wait for the cabinet never happened. They didn't even call to say they were not coming. I had to call them each time to find out where they were. Half of the time I was disconnected and had to recall. It was only in talking to the dispatcher did I find out that they never intended coming as it wasn't even on the truck.! Each time it was oops, we didn't put it on the truck. Why wasn't I called in the am as soon as the truck left the warehouse? They made my husband and me wait around all day for NOTHING! Then when I demanded that someone go and physically find the cabinet, no one was able!! I kept getting a run around. I called CSN several times, each time I would get a different "cutomer care" consultant and have to start from the beginning...frustrating to say the least. After several more phone calls I finally got the warehouse manager to locate and set up another delivery date. I emphasized that I wanted the cabinet inspected for any damage and don't bother to deliver if it was. So you guessed it, they delivered it and there was damage on the base and to one of the glass shelves! Once again I had to refuse delivey and now I had reached my limit. I called CSN to cancel the order and they tried to charge me the shipping and handling and the "customer care" consultant also advised me that there might be a restocking fee. On an item that I received damaged!! Are they kidding? By now my patience was gone and I asked to talk to someone in charge. After being told that it was the store policy unless I allowed them to send another, (it is in the fine print of your order, so buyer beware of CSN policies). Since I had such a horrible time, the manager said he would make an allowance and reimburse me for the entire order especially when he could not guarantee a different delivery company. After all the phone calls, headaches, disappointments, wasted time waiting for deliveries, I don't know if I can ever order from CSN Stores.com again. It wasn't worth it and now I am still without the curio cabinet... I have finally found it on another site and I'm hoping TheFurnitureStore.com will be a better experience. If not, I'll Be Back!
Jo
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