I went to American Furniture Warehouse on Dec. 2 2007 Bought some Livingroom furniture and chose delivery. Delivery was going to be on Sunday Dec. 9 the night before I call to cancel the delivery because we had measured the room and was not going to fit. The lady that answered which name is Darby in Thornton was the worst customer service rep I've ever dealt with. She stated that she could not cancel the order cause the truck was already loaded and that somebody had to be at home to take the furniture. I asked if there was anything else she could do and she responded by saying no. I said is this the kind of customer service you guys have and she said yes.
I then told her that I would not accept the furniture when it came to my house and she said well if you don't we will cancel the order and you won't be able to shop with us never again. Then I called Kirstin Collier and told her what had just happenned and she advise me to either refuse the furniture and to come the next day and choose something different and they would deliver it to me and would only have to pay the cost of $25 dollars for the delivery cancellation fee. Or accept the furniture and I would bring it back and choose something different and they would deliver it to me and also just have a cancellation fee of $25.
I chose option 1. Now I went to the store to talk to the lady (Kristin Collier) that sold me the furniture and she said that they are going to take away $80 for the delivery fee from my credit. And she said that I could have accepted the furniture and then if I did not like it or had a problem with it that I could have called them and I would pick out new furniture and they would pick up the old ones and deliver the new ones with no cost for delivery. Well how come nobody ever told me about this. Now I'm out of $80 and not happy with their customer service.
This is the worst customer service experience ever. Please help me resolve this matter. I called again today (12/11) to try to have this issue resolve. I called the Thornton customer service and a chariza anwers and tells me that there is nothing that they can do either cause I refuse the furniture which by the way they never actually came to my house they called from the house of the previous delivery and I said that I would refuse the furniture so never came to my house.
Well I asked Chariza If I could speak with a manager and she stated that she was the manager and It was not up for discussion or debate. Which I also think it's very weird that everytime to talk to a service rep in Thornton they are all managers. You should try calling them yourself and test them out. I have been a loyal customer for more than 8 yrs and had never had an issue and have had such HORRIBLE customer service form no one like this. Now I'm out of pocket $80.00 for absolutely nothing.
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