Placed an order with this company back in early November. Was told order would take 6 - 8 weeks to fulfill. My credit card was charged for the full amount of the order on 11/21.
Tried calling company to get an order status on 12/17. Left message on machine. Call went unanswered. Tried calling 12/18. Left message on machine. Received an automated message back telling me there was a problem with my card, to call their merchant services.interesting, since as I mention, my card was charged on 11/21 with no issues. Called their merchant services number, left message to call me back. Call went unanswered. Called both companies 12/19 - calls were not returned. Ditto 12/20 and 12/21.
Sent a fax on 12/21 to Crate Furniture.com - the fax went unanswered. Gave up on 12/24 - it's Christmas Eve., who's going to be working. Received the same automated message on 12/24 (at 6pm no less) that we received on 12/18 to call their merchant services. Tried calling merchant services again on 12/26 - Sucess - the call was answered. Was told that they could not help, the message I received must have been in error. Tried calling Crate again on 12/26, left message. Call has not been returned.
So, here I am on 12/27, out for about a grand with no clue as to where my merchandise is or when I will get it. I have filed a report with Richmond BBB, have sent a certified letter to Crate, and started a dispute / chargeback process with my credit card company.
Should have looked at the BBB site first. This company has 132 complaints against it, the majority filed within the last 12 months and about 75% for delivery issues (of which about 60% are unresponded to), 15% for selling issues (of which 40% are unresponded to). It's obvious this firm will not communicate, or has any interest in customer service, other than to get your money.
There is some token excuse by this company on the BBB site that they had a major fabric vendor go out of business back in September. Oh, boo hoo. If the vendor went out of business in September, why did Crate send me swatches of the material in October, and then why did Crate take my order for that fabric in November knowing they could not fulfill it. And if it really is a fabric issue, how about calling me to pick another frickin fabric!
Steer clear of this firm, they are obviously in a business to take money and not fulfill their obligation!
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