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Good Product, Eventually good Customer service
Posted by John on
LIVERMORE, CALIFORNIA -- I ordered a Twin Futon cover and was sent a Full Futon cover. I e-mailed the company about the problem (attached to its original order confirmation e-mail) and got a response telling me to send them a photo of the defect along with other info. I called to resolve the problem and couldn't reach anyone, had to leave a voice message and never received a return call.
I sent another e-mail stating that I didn't have a defect but was sent the wrong cover and that I wanted them to send me a return shipping label and received no reply. I called three times more, got no operator, the automated system told me to leave a message and when I did I got a further message that the mailbox was full so I could not leave a message.
The cover that I received was very nice and I would be happy with my correct order.
Several days later I received an e-mail that my order had shipped. I assume that it is the correct order because the next day I received an e-mail with a return shipping label. It would have been nice if DCG spelled out what they were doing but I appreciate its efforts to correct its mistake.
Later I was contacted by telephone and assured that a correct order was being sent and the rep apologized about the phone problems. I was also sent a return shipping label.
I did, shortly thereafter, receive the correct cover and it is well made and fits perfectly.