The complaint has been investigated and
resolved to the customer's satisfactionResolved Home Direct USA — Delivery and Customer Service Problems
resolved to the customer's satisfaction
I ordered a dresser on 10/26/11 and was told to allow 7 - 10 business days for me to get it. I was in contact with the retailer and at any rate it arrived at the delivery location on Monday, 11/14/11, located in Lyndhurst, NJ. The retailer was trying to find out how come I haven't heard from them and it is now Wednesday, 11/14/11. The retailer stated they don't deliver to where I live which is about 30 miles away. Finally, I hear from the delivery company later on Wednesday. I asked where are you located and they stated Lyndhurst, NJ. So, I asked the retailer I thought they don't deliver to my area and he stated they don't usually but I worked it out. I purchased the platinum delivery package from the retailer which included delivery to room of choice, assembly, and removal of any debris. I was also promised they would call 1/2 hour and 1 hour before they arrived. They called 1 hour before they arrived not 1/2 hour before. They took it out of the box before they came inside. They didn't give me any warranty information. There was a scratch on the outside of one of the drawers and I had a conversation with the driver, his helper, and my husband. They had me sign in two places. I called the place that delivered the furniture, National Electronics Transportation and they told me to call Home Direct USA. I waited for 30 minutes before I got a live representative on the phone, just for her to tell me to call National Electronics Transportation back, and they told me to call Home Direct USA again. I explained the scratch issue and no warranty information given and they asked me if I mentioned the scratch and I explained no but I had a conversation with the driver, his helper, and my husband and that they just stated sign here. The warranty information I explained the box wasn't brought in and I checked the dresser and it wasn't on there. I was told they would e-mail the company that delivered it and see what they could do. I was told within a couple of hours they would e-mail the paperwork to me. The girl never did, I ended up having to call back again waiting another 30 hour for a representative, and they told me she didn't get it yet. I tried the next day, and then the following day. Finally, after several more calls and waiting for a total of hours on end and they copped an attitude like they really didn't want to do any work, I got the e-mail from a supervisor however, it doesn't mention the scratch which the company that delivered the furniture stated if anyone can add anything on the paperwork it would be Home Direct USA and it someone else filled the part where I was supposed to fill in as it stated "Customer Response", however, I was told just to sign. They don't want to ask the drivers, ANYTHING. I WILL NEVER USE THEM AGAIN AND I RECOMMEND OTHERS DO THE SAME!