1. Target of Complaint:
Levitz
133 east 14th Street
New York, NY 10003
Phone: (212) 473-8157
Fax: (212) 473-8399
Customer Service: (888) 538-2558
2. Type of Complaint: Refund for Damaged and defected furniture.
3. Details of Complaint:
On Friday November 25, I purchased brand new furniture set "The Louis Philippe Collection"
This is the web link:
Http://www.furniture.com/common/product/
ProductInfo. Aspx? Itemid=87317&ChildId=87317&xs=671084d3961-cdf2-4f77-b7c0-375f3754bfad
I purchased a dresser, a mirror, a 5-drawer chest and two nightstands. All of the pieces came from their warehouse with defects and damage. The furniture has multiple holes, patches, and black magic ink markings thought-out the set.
At the time of purchase, the Salesperson Michael Domenech notified me that it would take three months for delivery. I was deciding to cancel the order until I heard this good news. The store called me back later on and told me that I was going to get my furniture at an early date then expected.
I received the furniture set on Dec 3, and discovered after the delivery about the damages and defects. The wood is cheery color and dark enough to hide the defects without good lighting. The delivery was rushed and I signed without inspecting the furniture's in good faith of the quality of Levitz Furniture Brand.
I immediately call the store and spoke to Mr. James and he told me to contact Customer Service during normal weekday hours. The Store Manager was unavailable and Mr. James graciously stated that if there were any major problem, Levitz Customer Service would sort this out for me.
On Monday Dec 5, I called Levitz Customer Service and they notified me a technician would be sent to make a report. The technician Mr. Toures came to my home on Dec 9, and took only two photos without inspecting in details the quality and status of furniture's. He reassured me that my furniture would have to be exchange. He also stated, in a mocking manner that Levitz had numerous complaints and that I should have purchased my furniture's from any other local Stores.
I called back to Levitz Customer Service on Monday Dec 12, for an answer to my furniture problem and they told me the technician had stated the furniture were up to standards. I have requested a second Service Report and I am waiting worried about this entire situation.
I spoke to a Levitz Customer Service Supervisor and he told me that if their 2nd Service Report for my furniture came back as "Up To Standards" that I would have no other options and there would be no Refund or Exchange after this point.
I am worried about Levitz Customer Service process and want to protect myself against future abuse. The furniture I paid for was brand new without any defects as shown at the Levitz Showroom on 133 East 14th Street. The furniture that was delivered to me on Dec 3, is defective, has multiple patches, defects and damages, and is not in new conditions. I have counted them and in total, there are 130 combined markings and holes. The Louis Philippe Collection Five Chest Dresser has a handle installed backwards, and over 40 "not normal wood details" mistakes. The problem is all of the pieces are with dents and with black magic ink markings covering all sides of all furniture's including all drawers' front sides.
I have been a victim of The old bait and switch" where I was shown a certain product in the store and then received a floor sample or used furniture.initially Levitz had given me a delivery date of March. When I called to ask questions about the long process, they knew I had a right to ask for a Refund within their 48 hours agreement. This is why I was deceived and given an early date of delivery so I would not cancel the order.instead, what they shipped out was a damaged, defected, floor sample Louis Philippe Collection Furniture set in order for Levitz to fulfill the final Sale.
I have written several emails to Levitz and spoken to numerous Customer Service Representatives and to this date, my problem is still dragging. When I spoke to a Supervisor of Customer Service, I asked if I could obtain a copy of the technician's report and he replied that they don not make copies for the consumer stating their findings due to my complaint.
Levitz has been misleading my efforts to get the furniture Exchanged or Refunded. First, I get damaged furniture, and then a technician follows up stating my furniture is in good condition. I have no voice in this matter nor can I obtain a copy of their report to prove that what the technician finds is exactly what he states. Mr. Toures the first Technician said to me I would get an Exchange because furniture looked full of multiple holes and had ink markings, then reported to Levitz Furniture Company that the state of the entire furniture set is in good condition, and up to standards.
Lastly, the final Technician came on Dec 15, and he was rude and aggressive, stating that what I was complaining was normal wood color detail and that he did not have to occupy his time writing such report. When I showed him the improper installed handle, he laughed and told me I could fix that on my own. I asked for his name and he responded his name was Hitler and did not even want to take photos of the defected and damaged furniture. I had to beg him to examine the furniture's conditions. He hesitated to take some photos from far away. He was very determined from the time he presented himself to argue and not assist me in the matter of gathering evidence, which I have obtained correctly via my own digital camera pictures. It seems that the two technicians Levitz assigned for my case came with their conclusions unbending and already established by Levitz. They were both with bias and against my furniture situation.
I have contacted Citibank ATT&T MasterCard and explained the horrible situation and they have given me a temporary credit upon their investigation. They also instructed me to have Levitz pick up their furniture set and all will be resolved. If only it is that easy
On Dec 15 after the technician stormed out, I called Mr. Orlando from Levitz Customer Service 888 538-2558. I explained that I have been very cooperative and patience but to no avail have I been able to get any customer service to help my case. Mr. Orlando as been notified that my Credit Card has refunded the total purchase price for $1,665.67 and asked when Levitz Furniture Company could arrange to pick up their furniture set which I do not want in their current defected, damaged, used conditions. He stated that it was not possible, and that if the report of the last technician was ok, then there is nothing more that Levitz Furniture can do for me.
I have had the ordeal of dealing with a shady company who sends me furniture not in New Condition. Have two representatives give poor unreliable and unprofessional reports. Finally have no options of an exchange, repair, or refund even when my furniture's are still less than 1year Warranty. I have been denied in every step of the Levitz Customer Service procedure.
This kind of unfair practice to the consumer is unacceptable and I am requesting for a full reimbursement for my furniture for $1,665.67. I have tried to deal with the Company of Levitz and have lost valuable time in their process of Customer Service. They offer me no clear solution to my problem caused by their poor quality control of their furniture.
Dec 19, I have yet to hear from Levitz for an Exchange or a Refund. Levitz is not communicating when or if they can or will pick-up the defective furniture set. Doing business with Levitz, as been a great inconvenience and their terms are unacceptable. I am getting poor service and consumer run-around. Levitz has broken any agreements I signed for when they sent damaged, defected, furniture and passed them off as a Brand New Lemon Set. I really want a refund and their furniture returned to discontinue further business with Levitz. Levitz is not cooperating in this matter.
Jan 11, I have reported all of these events to NYC Department of Consumer Affairs and I am waiting to hear the results. I would even settle this if they could reinburse me for a partial credit because the furniture arrived not in new conditions. I paid $1,665.67 for brand new furniture set and got a lemon, floor sample.
Be very careful dealing with any of these companies: Levitz and Furniture.com because both get their merchandise from same warehouse. This misfortune has ruined my holidays but, I have the New Year to give them a taste revenge!
If any one can help or advice me in your Office, I would greatly appreciate it.
Thank you for your Considerations
Miriam
New York, New York
U.S.A.
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