United Furniture Warehouse / Customer service/delivery
My boyfriend and I purchased some furniture in August. We bought a leather couch, an entertainment unit, coffee table, rug, bed side tables with the matching dresser and bed. They had 2 phone numbers and addresses for us as my boyfriends mom purchased the furniture but we gave them our information and they had it added as the primary contact info. It is stated on our invoice as such. We were supposed to have the furniture(except the couch it was on back order till late Sept) delivered on Sept 1st as we were going on holidays the day after that and didnt want to wait.
We didnt hear from them and didnt think much of it. So we came back from vacation and went to the store the following weekend Sept 15th. We set up a delivery for the following weekend and found out our couch would now be coming in late October. Saturday rolls around and we spend all day getting rid of our old furniture so we have room for the new stuff. At around 3 we call to find out when they should be as we have been waiting all day. They went to my boyfriends parents house to deliver the furniture and didnt call me because apparently our address and phone number wasnt there for them to see. So I complained and the woman said they would change the delivery day to Tuesday evening and that my boyfriends mom could come in at anytime and have the delivery charge reversed onto her credit card, she didnt have to bring anything with her.
Tuesday comes and so does our furniture after 10pm. The moving guys were very good in fact we tipped them for their work. They finished close to 11pm. We went to bed after trying to assemble furniture till 1am. The next day we tried to finish and discover that 2 of the pieces for the entertainment unit are quite damaged.
Later my boyfriend calls UFW and they tell him they will send it a technician to fix the pieces(which never happened).
We eventually go in on a weekend and ask about the replacements as we would like our new furniture and he says maybe end of Nov which is when our couch should be in. Fabulous. My boyfirends mom is with us and tried to get the delivery charge refunded, the girl sees no message about it and says no. After dealing with her for 15 minutes I check with the manager and he approves it remembering the conversation that took place over the phone. Her money is refunded. We leave after I make sure again that they have my phone number and address on file to contact me when these items are in.
Weekends go by and my boyfriends mom gets a voice message at her home that our couch is in. They called her. Again. So we call this past weekend to get our couch delivered. My boyfriend asks about our replacements for the entertainment unit and she claims it is not anywhere on her computer and she doesnt know what he is talking about. He talks to her for a while and gets her to ask the manager and sure enough they figure it out and they are in. He sets up delivery for the following tuesday which is today. He tells them we work until 4pm each and could they be delivered later in the evening. On my way home that day I get a phone call from my boyfriend saying we wont be getting our furniture today because they tried to deliver it a 4pm! That evening my boyfriend calls again and goes over the same thing again. Next day the delivery guy shows up at 2:30! So I call the store and get some girl that transfers me to the manager before I barely say anything. I ask him about getting the stuff delivered later in the evening and he tells me that they dont do such a thing!? So how did we get the furniture the first time? Doesn't matter, he says it can't be done and I have to call back the next day as our stuff is in limbo and can't be set up for delivery. So I call on Thursday and the girl who barely speaks english just transfers me to the Assistant manager before trying to help me. So now I have delivery set up for Saturday afternoon. Which sucks because we are housesitting in the suburbs and now have to drive back to sit around and wait for furniture that Im just not too faithful in anymore. So here I am with no couch as we had to get friends to come over and move it Monday night(Remembrance Day). And my pieces to the entertainment unit in the middle of my living room ready to be moved.
What an experience let me tell you olmost 3 months of waiting on bought and paid for furniture. This is the first time in my life that I have ever taken the time to write out a complaint about a company. Oh and none of the email adresses on the website seem to work. They were all returned as address "not found". I even tried to send them from work and I work at a bank so it should have gone through!
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