Levitz Furniture, Inc Complaint - Poor Customer Service at Levitz Furniture, Inc
KING OF PRUSSIA, PENNSYLVANIA -- I ordered furniture from Levitz on 10/16/2001 & was told 2 pieces of my sofa would be delivered on 11/10/01 & the rest would be ready for delivery on 11/27/0 1 &delivered the 1st week of 12/01. The 2 pieces of my sectional came on 11/13/01 as promised. I called on 11/27/01 & was told that the furniture was not ready for delivery because they restructured their warehouse. That should not be my problem. Then they said they would deliver on 12/13/01. They delivered my mattress, box springs, corner wedge of sofa, & 1 dresser that day...nothing was put together completely as they said it would be. They somehow had my parents' address for my 2 tables, so they couldn't deliver them to me even though my parents live less than 5 minutes away so they just cancelled that delivery. I was then to receive my 2 tables between 8AM-2PM on 12/20/01. My mom came to my house at 8AM & my furniture didn't arrive until 4PM & only 1 table arrived. I have yet to receive the rest of my furniture & the store hasn't even attempted to contact me to explain. My mom went to the store on 12/13/01 because they brought a bed, but no frame. They gave her a loaner frame for me to use until my frame comes, but it still hasn't come. I called the store on 1/14/2002 & asked to speak to a manager. I spoke to Joe & asked when my furniture would be delivered. He put me on hold to go to a phone near a computer and never picked back up. I hung up after 15 minutes. My mom has contacted Levitz's corporate office several times and is still waiting to hear back from them. She gave them the info, they said they would call her back & they never called. My parents have had to sacrifice their time to wait all day long for furniture that doesn't arrive on time. Now I am going to have to use my personal time at work to wait for furniture that hasn't arrived yet if they ever do decide to deliver the rest of my furniture. As they deliver items, they are charging them to my credit card. When my mom was at the store on 12/13/2001, Joe Cody told her that I would get sale price on my living room furniture and free delivery. That reflection has not appeared on my credit card statement as of 1/29/2002. I was then told that my bedroom furniture would be delivered on 1/24/2002. I got a message confirming a delivery for that date between 2PM-8PM. Then I got another message stating that my bedroom furniture would not be ready until 3/14/2002…5 months after I placed the order. I called to find out what was going to be delivered and was told my chair side table was going to be delivered. My mom and I went to the store on 1/23/2002 and asked them to cancel the bedroom order and again mentioned the sale price on the living room furniture. We spoke with Stan Edwards, the store manager, who took a personal call on his cell phone while he was talking to us. He said he would cancel the bedroom set, arrange a pickup date for the dresser that was already delivered and give me the sale price on the living room furniture. On 1/24/2002, I waited for my table and it never came. I called the store on 1/25/2002, but Stan Edwards was not in. I called customer service on 1/25/2002 to find out why my table didn’t come and they put me on hold for 10 minutes then proceeded to tell me that they would call me back before 6:30 PM. They never called. I called customer service again on 1/28/2002 and they said that the table didn’t come because someone updated it in the computer that the customer changed her mind and didn’t want it, but the bedroom set was still in the computer for March. Customer service scheduled the table delivery for 2/7/2002. I called Levitz store on 1/25/2002 to talk to Stan, but he was busy and he never called back. I called back again that afternoon and spoke to him. He told me that he did in fact cancel the bedroom and that he did not cancel the table and that the customer service people were lying to me. He said he would call me back with a pickup date for the dresser and to discuss the sale price on the living room. He still hasn’t called back and it is now 1/30/2002 9AM. I called the credit card company to ask them to itemize my purchases on my statement because the numbers don’t add up correctly and they said that they would have to contact the store to get an itemization and they would send me something by mail…in 4-6 weeks. Every time I call customer service, it takes approximately 15 minutes of holding before I get an actual person.
At the very least I would like a response from your company regarding this incident. Thank you for your time.