Setting Expectations – Will We Ever Be Done??:
KENNESAW, GEORGIA -- On September 7th we purchased furniture for 3 bedrooms from American Signature. The purchase included a queen canopy bed, dresser, mirror and nightstand for our daughter’s room. A king bed, 2 towers, dresser and mirror for our youngest son’s room. A king bed, dresser, mirror and nightstand for our oldest son’s room. On September 7th we scheduled the delivery of the furniture for October 10th. The carpet was being installed on the 9th. On Tuesday the 7th we called to confirm the delivery for the 10th. That is when we were informed that the delivery truck was full for the 10th and the furniture would be delivered on the 11th. Also that the drawers for the king bed were back ordered and would not be in until the 29th. You would think giving them a month’s notice that our furniture would be the first on the truck and all the pieces would be there, but no. On the up side, they had started a 10% off sale and did give us a $500 credit for 2 of the 3 suits. They did not credit the 3rd because they had already marked it down for a price match.
They delivered the furniture on the 11th. When we inspected the furniture we found that the nightstand in our daughter’s room was defective and that they made a large scratch in our hardwood floor in front of her room. The office was closed when I went to call on Saturday, and Sunday the “person” I needed to speak to was not in. Monday I called again and had to leave a message for the delivery manager, but was able to discuss the nightstand. They scheduled someone to come out and look at it the next Wednesday. As far as the floor, I was told the delivery manager would call me back on Tuesday morning. Tuesday afternoon I called and had to leave another message. Over the next few days I left several more messages. I left 6 messages over a week’s time before getting a response. Once I was able to speak to the delivery manager, I was told that they would have a resolution within 48 hours. She asked that I send her a picture of the damage. I texted the picture while I had her on the phone to assure that she received it. She confirmed our conversation by email.
Meanwhile, the store had a representative come to the house to look at the nightstand. He agreed that it was defective and scheduled a replacement to be delivered. I asked that they just bring that with the drawers that were scheduled for the 29th. He set that up and all was well for the delivery. Before he left, I had him look at the damage to the floor. He informed me that would have to be handled by the delivery people.
I waited until Friday to try and contact the delivery people again. Friday was well past the 48 hours. It was then that I was informed that they need to come and see the damage and the furniture that caused the damage in person. I set up for someone to come out on Monday the 27th, and no one showed. After several more messages and a couple of emails, we now have something scheduled for Sunday the 2nd. We’ll see if they show this time.
On Wednesday the brought the replacement nightstand and the drawers for the king bed, and believe it or not, they also brought more issues. The nightstand is fine and great, but the drawers don’t fit the bed. Again I called the store just to find out that the design of the bed had changed from the time they brought the bed to the time they brought the drawers. Now the track on the bed that the drawers are supposed to slide on is about 2 inches wide and the opening in the drawers for the track is an inch wide. The only resolution they have is to bring a new bed, but guess what; it’s backordered until Nov 21st. They credited us $50 for the aggravation. Maybe I am being ungrateful, but REALLY $50?
To be continued….