I ordered bedroom furniture and dining room furniture in June/July from Kagan's Furniture, which had to be paid for in full prior to delivery. First delivery was done Aug - it is Feb and I have yet to receive my complete order in satisfactory condition. I only have 4 pieces: a bed (headboard, footboard), 1 nightstand, part of the armoire (minus base and 1 door), and a mirror which was delivered in August. I am missing the entire dining room set (buffet, table, 6 chairs) and half of the bedroom set (1 nightstand, dresser, base of armoire, 1 door of armiour).
Worth has delivered 4 times - each time the furniture arrives damaged. They take it back and are supposed to repair it to manufacturer's specs. They take long time periods of time to repair it and each time it comes back, it is either not repaired to specs or is damaged again.
Scheduling of deliveries has been an ongoing problem. I have asked someone to call me in advance since I work out of town I need to schedule flights back in advance. But still nobody calls. I would find out if I just happened to call them to check status. Worth would tell me they are coming and not show up on the scheduled day/time. Several times they did not tell me they were delivering I would find out on the day of delivery when I called to get a status update. Also would be placed on hold excessive times, could not reach a live person, etc. Deliveries usually happen in the evening/weekend when Worth is closed. There is never anyone to call or contact at the time that these things happen.
Here is a summary of my deliveries:
8/18 Delivery - Bedroom set delivered brand new (in crate). Half of items sent back damaged. Only items I have in my possession are: Bed Headboard, bed footboard, 1 nightstand, mirror (that goes on top of dresser), top of armoire minus 1 door. Items damaged: 1 Nightstand, Dresser, Base of armoire, 1 door. Some of damage noted: Nightstand cracked, dresser wobbly and unsturdy, scratches in wood and finish on other pieces. Rejected all damaged pieces.
9/16 Delivery Initially Worth told me they were coming on a different day/time. Drivers showed up on 9/16 and at a time other than agreed. Had to rearrange my schedule and cancel appointments. Some of damage noted: Table base damaged, chairs excessively dirty, chips in wood on chairs, crack in buffet. Rejected all pieces.
12/5 Delivery - Was told by Worth on Thursday 12/3 that everything was repaired except the nightstand, so I asked that they deliver all other items if they are ready. Loretta said the drivers would call to schedule delivery date/time with me they never did. I just happened to call Worth on Monday morning around 10am and found out they were coming that day (Monday) between 5-9. I asked her to have the drivers call me 1 hr before they come, since I don't leave work until about 7. Received call from driver around 5 pm saying they were at my house. Stated he had no order to call first or give an hour's advance notice. Threatened to leave if someone wasn't there within the hour. Left work 2 hours early. I was expecting to receive all items except the nightstand, however this shipment was missing nightstand, armoire base, armoire door. Some of damage noted: Cracks in base of table, chips on chairs that were not there before, dents/marks on table that were not present previously, lack of shine of finish on sides of table and other spots, buffet top damaged, scratches on dresser (near doors, bottom), scratches and dents on dresser drawers and dresser doors, bottom sides of dresser damaged from improper handling (mashed in). Rejected all pieces.
2/3 Was supposed to deliver, but Worth pulled my delivery off the truck because they were not sure I would pay the delivery fee. I already had booked a flight from TX to DC to come back and accept the furniture.
2/10 Called week before just to check status. Found out they were delivering on the 10th, even though they previously told me they would deliver the week of the 13th. Scheduled flight back from TX to DC. Armiore scratched/chipped. Missing all screws and bolts for the dining room table (said they thought maybe I had them)! Showed me 2 items, would not unwrap the rest of items for me to see until I pay the delivery fee. Called Worth and was instructed to leave if I would not pay the delivery fee prior to showing me the merchandise! Asked driver to deliver the bedroom set off as the delivery fee was prepaid for that. He did not.
I filed a Better Business Bureau complaint, Worth never acknowledged or responded. The case was closed with an Unsatisfactory rating.
I have spoken to Kagans Furniture, who tells me my delivery is Worth's responsibility and not theirs. They also stated I cannot get a refund.
This is just a summary - the list of issues with them goes on and on. This has resulted in excessive loss of time at work (loss of salary), excessive time and money lost on phone calls (no less than 80 calls placed on this), money lost on flights (flying back for deliveries that did not occur), canceling of many preplanned events, constant re-scheduling of all carpeting/painting/decorating which is dependent upon the furniture being there (lost my decorator, she will not work with me now), etc.
Jennifer
Alexandria, Virginia
U.S.A.
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