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DCG Stores/Futon Creations

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1.0 out of 5, based on 1 ratings and
1 reviews & complaints.

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Good Product, Eventually good Customer service
Posted by on
Rating: 1/51
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.
     
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User Replies:

Liza on 2013-07-10:
Dear John,

We sincerely apologize for the issues you've encountered with your order. Not being able to reach anyone in our service department is not acceptable and we will definitely be reviewing this with the service department.

I believe that we have identified your order. A prepaid return label has been sent to you and the correct cover has already left the warehouse which is scheduled to arrive in two days.

If there is any additional assistance needed with your order, please don't hesitate to contact the us at service@dcgstores.com or reviews@dcgstores.com.

Thank you again for the opportunity to earn your business.
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