The Worst Experience with Service Ever!
Written: Oct 27 '05
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HORRIBLE!
I can't believe the person who wrote that you should not buy furniture online! This is 2005...why do you think POttery Barn/Crate and Barrel/Restoration Hardware have websites. Suffice to say these are good solid companies that stand behind their service and actually know how to contact their shipping companies. Not like JC Penney.
I was recently given a gift of a dresser from my mother. It came to $900 with shipping etc. It was to be delivered in several weeks. To our surprise it was delivered in about a week. When the delivery men left, I opened the box to discover a defect in the product. Also, both bottom corners were broken. The drawers were not wrapped properly, and so they were loose and hit each other causing much of the black paint to be broken or chipped.
I called customer service the next day and told them. They entered it in the computer and said they would call for exchange delivery in 10-14 business days. This was Sept 27th.
I called on Oct 13th to check on it. It had been 11 days and I wanted an update. I spoke to several people. The order had not been placed yet. I asked for a manager. I spoke to several diff. ones. Apparently, JC Penney had not placed "the re-order" which would then be shipped to a warehouse and then the trucking company they use would get it. She said they would place the re-order and it would take another 10-14 days. I said absolutely not!
At this point I had made several calls to various managers and no one could confirm delivery. Finally, last week on the 21st of October I was called and told it was at the trucking company for delivery. Still no one followed up from customer service to tell me anything.) I scheduled for Wednesday the 26th delivery. I told them repeatedly that my building can only take deliveries from 9-4.
They said that someone would call me Monday to tell me the time of delivery. No one called. Shocking! I called them Tuesday. They still could not give me any info...no one called me back. On Wednesday at ten AM I called again and asked when they were coming. This time they told me that I was scheduled for delivery from 11-4. Great!
At 3pm-no sign of them. I had taken the day off for this. At 3:30 I called back and spoke to the manager I had been dealing with at customer service. They were still not there. She could not reach the trucking company, and said that she would call back at four to see if they had arrived. AT four I became really mad, and called the home office. I spoke to someone in the presidents office who said she would look into it, and I spoke to the manager of customer service. Both said they would call me back. A little after 4pm the original girl called back and asked if they were there. She said they were running late, but could give no further time. I called the doorman in my building and groveled for additional time for delivery. he gave me until 5:30.
I bet you can guess. They never showed. I called back the home office and everyone had gone home for the night. No calls to me.
We canceled the new dresser and now have to wait for the old one to be picked up.
The best part is that this morning, while I was at work, my building called and said they had arrived to do the exchange.
PLease do not shop with them!
Recommended:
No
What product did you purchase or try to purchase? Black Dresser
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