Levitz Furniture Corporation Complaint - Levitz nearly gave my wife a nervous breakdown!
SAN BERNARDINO, CALIFORNIA -- We bought a Cambridge Bed Set for a EASTERN KING (not Cal-King) and scheduled delivery for March 15, 2006. Everything in the store was entered properly, however, when the delivery truck arrived, they brought a dented dresser, a scratched nightstand, a blemished footboard, and bed rails that fit the Cal-King bed, not the Eastern King. The problem was that our mattress was too wide for the set-up they brought (in this bed set, the same head and footboard are used, but different rails are placed for a cal-king or a east-king). When the delivery man realized that they brought the wrong bed rails, he laughed and thought that it was funny. When we tried to refuse the furniture, the delivery people said "no, you have to call Levitz." We called Levitz in San Bernardino, CA to report the problem and schedule an immediate delivery of the new bed rails so our bed could fit... they said the earliest they could help us is Friday, which meant that we had to sleep on the floor for 2 days. The delivery people did not disassemble the bed frame, so I had to dismantle it and lean it against the wall so we would have enough room to place the mattress on the floor. We also called Levitz customer service (stationed in New York 800-445-8318) and talked to Zanity Mathews, who was very rude on the phone to us about Levitz. We talked to Tasha, Zanity's supervisor, and were also very sternly told that there was nothing they could do except communicate to the Mira Loma, CA warehouse to fix the problem.
The most that they were looking to offer was $150 cash back and $50 store credit for the inconvenience. We were not satisfied customers, but my wife really loved the bed set. I ended up taking time off work to drop by and talk with store manager Don Johnson. He understood the problem, but could not help other than to have the warehouse schedule a delivery. He said that only Levitz Customer Service could offer us more compensation than $150 for our trouble. When Friday came around, the delivery truck pulled up with the same people from Wednesday. The delivery man got out, looked at the bed rails in his truck and promptly told my wife that "these are not the right ones" and they would have to come back and give the right ones! They also told my wife to go to the truck to look at the new dresser they brought, but told her that it too was dented! She signed for refusing the shipment and we were stuck (again) sleeping on the floor with a dismantled bed set around us. That night I stopped by to the Levitz store to talk with 2nd store manager Roberto. He scheduled a Sunday delivery and told us that Levitz can indeed offer more than $150 as a cash-back for compensation. Levitz used to allow store manager to offer up to $500 cash back to customers for troubled orders or botched merchandise. Corporate Levitz took this power from the store manager and placed it with Customer Service in an attempt to control abuse of this cash-back and to cut costs to the company. We were furious with Levitz and immediately called Levitz customer service, and they again offered little help.
When we demanded more compensation, again, we met a stonewall and the answer was "no." When Sunday came we had been sleeping on the floor for 5 days. We got an automated message from Levitz saying that our delivery window would be between 11am and 2pm. Well, when 2pm went by and no delivery truck, we got right on the phone to Levitz Mira Loma warehouse (951-749-3000) and spoke to one of the supervisors. After checking the computer, she said that she sees that a Sunday delivery was scheduled and then CANCELLED!!! We never found out who cancelled the order on us, but we were again outraged and had to deal again with Levitz customer service, which again offered no sympathy, compassion, or compensation for their errors. I called store manager Don Johnson and he was sympathetic to our situation, and said that he could only contact the warehouse on Tuesday to get the proper bed rails because they were closed on Monday. Another 2 nights of sleeping on the floor.
A different set of delivery people showed up Tuesday and got us the right rails and furniture. We called Levitz Customer Service one last time to try to get more compensation for our whole plight. I spoke with Zanity Mathews again. This time she was sassy with me for no good reason- I was professional with her in telling her about the situation and asking for more compensation. She had the nerve to say "don't argue with me, I can see everything on the computer here!" What a customer insult! I spoke with her supervisor, Tasha, yet again. I told Tasha about how Zanity treated me on the phone and got no affirmative or negative reply. I interpret this as "well, it is what it is. Like it or don't like it, we don't care." Tasha was sure to be firm in saying that no more than $100 will be credited back to us. What? We were offered $150 plus $50 in store credit! Tasha said, "I see no record of that offer here on the computer. I can only offer you $100 plus $50 for your inconvenience. Good lord, what an insult again! I figured that our ordeal was finally over, and I'll just take the compensation they were offering and report Levitz and Customer Serivce to the BBB. What a terrible experience my wife and I had!