Boyles Distinctive Furniture Complaint - Boyles should be paying me

Review by MainLinePA on 2010-04-05
HICKORY, NORTH CAROLINA -- I have shopped at Boyles for over 7 years. I have visited their showrooms, I have purchased many items. Not until my most recent experience have I been so disappointed.

I ordered a Martha Stewart Bedroom set in September 2009 via a customer service representative through their website. It seemed so easy & measured up to the other experiences I had in their showroom. They said my set would be delivered December, 2009. I followed up right before the holidays and was told that my sales representative was leaving that day, but that the manager would contact me with an update. It has been a nightmare ever since. They have not reached out ONE TIME to update me on my order. I have initiated every single call. I have been told that my set was being delivered to Boyles "this Friday" three times. I have been told that Bernhardt has them on credit hold, that the reason I was not called back was because "he" has over 40 messages in his voicemail. What poor communication to a customer.

From what I observe, their organization is very flat. There is not a Manager to speak with to get the real answers or to make things happen. My money is being held hostage and nobody at the company seems to care, yet I have been told by them that the furniture industry is really suffering. No wonder, it is probably the customer service they are providing.

My husband asks be repeatedly why I don't cancel it--as if that is even an option. It is because every time I speak with them, they say it is on its way. So, I wait. I wait for my dream bedroom set. The set that will now remind me of the NIGHTMARE I experienced with Boyles. It is a real shame that they have spoiled my experience after years of loyalty to them.
Comments:1 Replies - Latest reply on 2010-04-05
Posted by Hugh_Jorgen on 2010-04-05:
I hope you paid for this with a credit card. The history of the furniture business in this country is littered with the carcasses of companies that took cash down payments, then went out of business before delivering the goods, leaving their customers to line up as an unsecured creditor in bankruptcy court.

If this retailer is admitting that they are on credit hold with a vendor, that's a MAJOR red flag. Either initiate a charge back today or contact them and demand your money back immediately. Once they file for bankruptcy, it's too late.

And for anyone buying furniture, NEVER pay cash for a down payment against an order. And it makes no difference how big the retailer is or how long they have been around. Anyone remember Helig-Meyers? They were the largest furniture retailer in the country the day they shut their doors.

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