Levitz Furniture Corporation Complaint - Terible Customer Service and Focus
LEVITZ FURNITURE.COM, NEW YORK -- 26 October 2005
Mr. Mark Scott
Levitz Furniture Company
300 Crossways Park Drive
Woodbury, NY 11797
3500 Westminster Drive SE
Port Orchard, WA 98366
Subject: Missing Furniture
Dear Mr. Scott,
In August of this year, my daughter’s doctor informed her that she would be having major shoulder surgery. The doctor advised me to purchase my daughter another bed so she could sleep better until her surgery. On 4 September 2004, I went into my local Silverdale, Washington Levitz showroom to purchase one of your Chelsea II Sleigh queen size beds that were on sale. The regular price was $549 and they were on sale for $199. The story was very busy so one of the sales people told me to go online to Furniture.com and purchase the bed there because there was a waiting line to get assistance. I said okay but asked the sales person to check on availability and potential delivery date. He went into your computer system and told me that there were sufficient beds in stock to get a quick delivery of with two to three weeks. I went on line and ordered the bed and was told that I had a scheduled pick up date of 15 September 2005 (Attachment 1). On 6 September 2005, I called your customer service line and was told that my order was on track and there were more than sufficient beds in the system to handle my order.
On 15 September 2005, I went to your Tukwila warehouse to pick up the bed but no bed in stock. The warehouse staff asked why I was there and told me that my pickup was rescheduled and that I would be hearing something soon. I was furious because no notified me of the change. On 28 September 2005, after not hearing anything, I sent your customer service another inquiry (Attachment 2). On 29 September 2005, I received a response stating that my pick up date had been changed to 27 October 2005 (Attachment 3). On 3 October 2005, I sent another inquiry (Attachment 4) and received another automated response (Attachment 5). On 5 October 2005, I sent another inquiry (Attachment 6). On 10 October 2005, I went into your Tacoma, Washington Levitz store and asked for assistance in resolving this issue. I was told that the bed I bought was oversold on the first day of the Labor Day weekend sales event. This was several days before I even bought my bed and this is not what I was told when I bought my bed. On the same day, I received another message stating that my pick up date had been changed to 3 December 2005 (Attachment 7).
I responded back asking why the pickup date had changed again (Attachment 8) and received another response promising that I would hear back (Attachment 9). Finally, on 11 October 2005 I received real communication from someone who states that the delay is due to a production delay (Attachment 10). On 13 October 2005 I sent another email complaining of the unprofessional run around (Attachment 11) and I received two responses apologizing for the delays (Attachments 12 and 13).
My family has been a devoted Levitz customer for a very long time. That continued loyalty totally depends on the quality and timeliness of resolving this issue. I have never had any problems with my previous orders but I am totally shocked with what I have been experiencing with this order. This is totally unacceptable.
I would appreciate a personal apology from you and an immediate resolution to my problem. I do not want a refund but I do want my daughter’s bed to be delivered to my home immediately. If my bed is not available then I am more than willing to accept a similar queen bed from your Mocoa or Chattam collections as substitution with free delivery to resolve this issue. These beds are similarly advertised online for $499-$549 each.
I look forward to your swift reply. I will wait until 3 November 2005 before I seek help from the Washington State Attorney General’s Office for Consumer Fraud, Federal Trade Commission (FTC) Bureau of Consumer Protection and the U.S. Army Judge Advocate General’s legal office at Fort Lewis, Washington. Please contact me at the address above.