You can't even PAY for good service anymore.
RIVERSIDE, CALIFORNIA -- AAAAGH! We bought a 6-piece bedroom set for about $1900 almost two weeks ago and paid [an exhorbitant] $170 for shipping, to be delivered today. We planned our lives around the delivery; they don't deliver on Sundays and we work all week, so Saturday is our only option. This was our only Saturday for weeks where we could commit to being home during the day. We were promised a four-hour window.
On Thursday (two days ago) a curt woman called (twice, for some unknown reason) and barked that our window was 11-3.
We moved everything out of our bedroom to make it as easy as possible to get everything in (no easy task given that I'm six-months pregnant). My husband had to work today, so I resigned myself to sitting home waiting for the truck. We made plans for later this evening.
I get a call at noon (an hour into our window) to tell us that the driver "had problems" and that our new window was 3-6. (An inquiry proved that the problem was that he was "held up" at other locations--i.e., poor scheduling of deliveries.) I said that this was not okay, that we'd been promised a delivery of 11-3, and that we wouldn't be home at 6. He said they'd reschedule, but that was not an option either as that would mean waiting at least another month (with the house in disarray) in the HOPES that they actually meet their delivery responsibilities.
What ensued was a mass of calls to the store, to customer service, to customer service again...all with no effort made to do anything to rectify the situation, nor any offer of anything to compensate (i.e., free delivery). My options were to cancel the rest of my life and wait for them to show up (maybe) or reschedule for several weeks down the road.
The attitude I got from customer service was that, well, the four hour window was a "courtesy window," but that I was responsible for being home all day. Okay, um, fine, but where's the courtesy? And what exactly does "all day" mean? I was told they would make every effort to get there as close to 3 as possible (yeah, right) and that they'd call to check in around 1:30. They never called. I called at 3 and got the run around again, and was told, "Oh, your delivery window is 4-6." What happened to "as close to 3 as possible"? (Actually, when I'd been told that, I'd told the rep, "C'mon, you and I both know they will never be here at 3." She refused to comment.) Anyway, I repeated the whole mess all over again. Asked for a supervisor (by the name of Sparkle) to call me since she was too busy to take my call at the time. It's now five minutes until customer service closes and have I heard from Ms. Sparkle? No.
We finally decided enough already and planned to cancel the order, but was told that they couldn't cancel until the merchandise was back at their warehouse. I also saw fine print that said we'd be responsible for a 20% restocking fee if we cancelled fewer than five days before the delivery date.
Oh, and the girl at the store (this was probably my fifth or sixth call to Wickes/Wickes customer service...I've lost count) told me that yeah, they'd had a lot of problems with the company they contracted out for delivery, but she wasn't sure if/what the company had done to fix the problem. Now, I ask you... *rolls eyes*
I will stay here as late as I can, but if this guy doesn't show, I expect the store to fully refund my money tomorrow, no restocking fee. And even if he does show, I expect a refund on the delivery charge.
What gets me is that we PAID for this service. Everything went sooo smoothly until they had my signature on the credit card bill, and then it tanked from there. Wickes apparently cares for their customers' fine credit, but not for their customers. The saddest part is that I know this whole mess is far far far from over. Shame on you, Wickes!