I am hoping this gets to someone in the corporate office eventually. I originally purchased an "as is" sofa, item #8953-SCA on 04/03 as well as a set of tables, item #F2126CSET-G. I was helped by Ana Walker who assured me the as-is item is as good as the new, and the item could be delivered and wrapped in plastic. The sofa was scheduled to be delivered on 04/11 and the tables on 04/18 because they were not in stock. I was given a delivery time between 12pm and 3pm for 04/11, however that time went by and no furniture was delivered, nor was any call given to update on the situation. I called the Niles location where the furniture was purchased and spoke to someone who would not give his name. He told me the drivers were running late and did not know why they did not call. He assured me the sofa would be wrapped in plastic and scheduled a new delivery date of 04/15. The delivery men called at almost 6pm that day telling me to come outside because they were at my apartment. This was at least 3 hours after the scheduled time. I told them they were far too late and a new delivery was scheduled. No apology, nothing, they were very rude and simply hung up. Later that night, after 9pm someone claiming to be the store assistant manager called me and told me she would not deliver the sofa as promised, and that if I wanted it I would have to pick it up from the store. At this point I was very irate, and she told me the only way I could have a delivery would be to pay the difference to get the new sofa of the same item #. I was then told that I was lied to about "as is" items and they are not items that can be delivered. Again, no apology, no sympathy, It was conveyed almost as if the situation was my fault instead of the fault of Value City. I agreed to pay the difference for a new sofa only if the delivery charge was lessened to $40, which it was, but this person refused to let me speak to another member of management. My new delivery date, this time for the sofa AND the tables was 04/18. When the delivery men arrived on 04/18 they did not call as was requested. Luckily I happened to see the truck outside and came out. They were upset they could not get into the building on their own, however this was noted in the delivery notes when I purchased these items, hence why I requested they call me to let them in. They then asked me "You know about the tables, right?", to which I responded no. They told me they don't have them for unknown reasons and they would have to be delivered separately on 04/22. No one called me to notify me of this, nor did anyone apologize or even ask if I would be available to receive the delivery then, it just was what it was. The delivery men were rude, and projected an attitude like I was wasting their time and repeatedly asked me questions as to why I was purchasing furniture as if what I did was wrong. Before they left I asked them to re-tape the plastic on the sofa and one of them threw the roll of tape onto the overturned sofa (thats how it was left) and said "Here, you can have it.". I then called the Niles Value City location and spoke with Drazen Mrkajic about the tables. He reported he knew nothing about the tables but refused to let me talk to a member of management under any circumstances, nor did he apologize. At this point I was, and still am completely fed up with the business practices of Value City furniture and will never do business with them again. I let Drazen know this as well and stated I want a refund for the tables. He told me he would not do this until the drivers returned so they know I don't actually have the tables and are just reporting they were not delivered. So now, at this point, I'm accused of stealing! Even though the new delivery date is plain as day in my records. I asked him that if I'm calling because the drivers didn't have the tables and a new delivery date was scheduled without my approval, how could I possibly have these tables? Again, he refused. I was called later that evening after 6pm to be informed I am getting a refund for the tables, but again, no apology or explanation of what happened and certainly no apology for being called a thief. Normally a member of management calls an irate customer to see if they can at least apologize and possibly keep them, but not in this case, nobody cared.in all my life I have never seen such a lack of professionalism and customer service from ANY retailer and if this is how the stores are encouraged to conduct business then I pray they go speedily out of business.
Brian
Chicago, Illinois
U.S.A.
0 comments