Here is list and description of what we have experienced. Some of this is in a letter sent to the customer service department, we have never heard back from it.
Attn: Customer Service, Adam (Manager)
I am contacting you in regards to the merchandise purchased in your Ontario branch Wickes. Now upon receiving the furniture. I have the following problems that should have been addressed.
1st- the 2-piece glass and chrome cocktail table purchased on 5/9/06 has the following problems with it. First, the chrome support for the table has had extra holes punched in it, that were obvious construction errors to place screw or bolt holes. The chrome base also reflects some shipping damage of being dented.
2nd- the 2 piece sofa table we order arriving with cracked glass. This was immediately refused, but however I was yet to be contacted about its replacement.
3rd- the chairs for the tables arrived with dents in the legs from shipping.
In addition, I have following issues to be addressed about the service I have received from your department.
1st- the delivery men, were unwilling to wait for the furniture to be unpackaged and examined. They spoke at length about it being unnecessary to check the items now and said that any issues would easily be handled by customer service with no worries. As such they nearly demanded the paper be signed to the to shipment being committed. Their actions were unprofessional and have since led to further complications.
2nd- when attempting to contact your customer service department. we were greeted with rude treatment and again an unprofessional nature by your employees. It was here on the 17th of May the delivery date we left our first message to be contacted by you. We were told we would contacted in the morning and have yet to receive a phone call for this message.
3rd- I called and left a message with a customer service supervisor on the 18th to please be contacted by you, again I have yet to hear back from this message.
4th- On the 22nd of May I contacted your customer service department in regards to my non-returned phone calls and to inquire as to when I may be receiving the piece of glass for my 2-piece sofa table that arrived damaged, since no one had to inform my as to when my merchandise would be replaced. Again receiving less than courteous customer service, I again left a message for you and was assured that you would be calling me back no later than 48 hours. Here I was informed that my glass piece would take now till June 27th, over 40 days to receive, rendering the part left with me useless for well over a month.
5th- On 24th of May I again contacted customer service because my phone call request had now gone unanswered for the 3rd time. Again you were unavailable to be spoken with over the phone. Now this will make the 4th attempt to make connection with you. This letter is to inform you in writing of unsatisfactory level of customer service of the delivery men, your customer service representatives and finally yourself in addressing a customers concerns. I will be mailing this letter to the corporate office as well. I do expect a response in writing and by phone at [protected].
We were never contacted in regards to this issue.
In addition, we have had the following further issues with delivery, on July 1st when our glass was scheduled to be delivered they never showed up after changing tour delivery time from 8am to 12 to 2pm to 6pm. The glass finally showed up for our sofa table two days later, and it was broken. We had to get the second piece the delivery man had that was supposed to go to someone else.
Next, on July 15, 2006 when our damaged coffee table was schedule be replaced and delivered, we only received the glass. They had misplaced their records of the other half needed replacement, so as of now it will be another two weeks till this may be resolved.