Monday September 19th received Email confirmation of purchase.
Saturday October 15th, tried to check order status numerous times using FurniTrac system. Unable to connect with server error message given. Sent email using website requesting updated status.
Received an email on Oct 18th stating that there was no problem with the order. They also stated that the server managing their FurniTrac system was being update, which is why we could not get through.
First part of November, could not access furniTrac system. Called customer service number. After being on hold for 25 minutes I got through. Was verbally told that there were no issue with the order and that it was in phase 3, Order Acknowledged and filled by Manufacturer.
Fri Nov 18th, received an email stating that our order had cleared order processing and was now at step two of the order process, which was order acknowledgement. We were very concerned; as I had been told earlier in the month we were in Step 3. Step one was only suppose to take 3-7 days and if this was correct, our step 1 took 8 WEEKS. We called the customer service line and were told that they did not understand why or how we had received this email, as their FurniTrac system was no longer in use by the company. This explains why we were never able to access. Their website and phone messages still state that world-class customer service and order tracking available through FurniTrac. We were told during this phone call that the order was in step 4, released from the manufacturer and waiting pickup by Delivery Company. This step could take 1-3 weeks.
Called at the beginning of December. Was told that the furniture was still awaiting pickup. No way to know when the freight company would pick up.
Called Dec 12 to inform them that we would be out of town for the holidays and wanted to make sure that they would not try to deliver while we were gone. Was told that they would document our vacation in their system, but assured that the delivery company would not deliver until they confirmed a date in person.
Called Jan 6th upon return from vacation. Spoke with Charmin in customer service. She informed me that she needed to call the manufacturers and that she would get back to us the following week.
Did not receive a call back, so we called Charmin on Jan 9th. She informed us that the status in the computer was wrong and that NONE of the pieces were ready for the pickup. All pieces were on Manufacturer delay status with no delivery dates given. She estimated another 1-3 weeks. I told her that this was very disappointing and frustrating and asked if there was anyone I could speak with the escalate the severity of this order. She said no. The only thing I could do was cancel the order. To do so she said to send a letter stating in writing that I wanted to cancel. I found this very suspicious. Typically businesses with true customer satisfaction do not tell you to cancel your orders.
Called on Friday Jan 20th. Spoke with Stacey. She informed us that per the codes in the computer three of the pieces should be released by the end of Jan. The other two pieces, the Bedroom collection and the armoire did not have expected delivery times. The status just said delayed. We asked to be connected with a customer service manager. We were transferred to Charmin who is the woman we spoke with on Jan 6 and 9th. She informed us that she had contacted these two manufacturers and that it would be at least another 4-6 weeks. She said she had been in and out of the hospital and that is why the status had not been updated in the computer.
We expressed our concern with the lack of customer service and notification at the delays in our order. She again said we could cancel by submitting a letter in writing. We informed her that we wanted a letter documented in writing that stated there would be no penalty for cancellation of the furniture, as the order was being canceled due to their inability to deliver, not because we didn't want the furniture. She said that because we were past the estimated 1-3 month delivery period promised on their website that there would be no penalty to cancel. I told her that this was in contradiction to what was on their website and that I wanted it in writing. She said I could not get it in writing until I sent a cancellation letter. I informed her that this did not make any sense at all.
She then informed me that I needed to contact Misty at ext 227 to request this be put in writing. She told us that Misty would be in at 1:00. We called at 1:00 and were told that Misty would not be in until 2:30. We called at 2:30 and were told that she would not be in today and to call back on Monday at 2:00. They then asked if I wanted to be connected to her voicemail to leave a message. I said yes. They tried twice to transfer me to her voicemail. Both times I was disconnected from the call.
Saturday, Jan 21st found a website called the consumer complaints. Called NC furniture to speak to Charmin. Would not take my call. Left message.
Called Feb 22nd. Demetrius would not take my call. Spoke with Deana. She said she needed to speak to her manager, Charmin and they would research and get back to me. She said they would return my call the next day.
Called Feb 23rd as Deana and Charmin had not returned my call. Was told that Deana was gone for the day and Charmin was not available. Left another message for Demetrius. All messages followed being on hold for more than 20 minutes and hanging up and calling again.
March 2 Phone not in service all day long.
March 3 Called customer service and was transferred to Charmin. She took the call and then put me on hold. I waited 20 minutes and called back. Was transferred to customer service and Tamar (sp?) took the call. Told her I had been waiting for Charmin. She said she was the one that had been researching my case. Said that as of this morning there were manufacturing delays and that it would be another 8 12 weeks. I informed her that three of the pieces were suppose to be ready at the end of Jan. She said that the company had internal management problems and that new management had been brought in, causing delays with all manufacturers. I asked to speak to Demetrius. Was put on hold. After 20 minutes I hung up.
If the New Management is really trying to turn things around, I would think that they would take your phone calls. If they really do want to turn the company around, they need to refund the money of all those people who are past 3 months and focus on those who are not yet late! Current Ripoff reports certainly are not going to help their case.
I will fax usacomplaints.com to NC Furniture Buy Direct and hope for an honest and reputable resolution. If not, I will proceed with the Department of Justice and local media.
Shawn
San Antonio, Texas
U.S.A.
0 comments