My wife and I ordered a Custom table from the Island Dinette showroom in Lake Grove NY. We were told the table would arrive in 6-8 weeks to their warehouse and then an additional few days before it got to us. At the end of the 8th week, I called the showroom to find out where my table was, and was told that I needed to call Customer Service in Headquarters because the store doesn't follow up on sales, they just sell the items.
When calling the phone number listed on the invoice, their fax machine kept ansering the phone... For a week. When I finally got someone to answer, I was put on hold for 15 minutes and then told they had to contact the manufacturer, and they would get back to me. Two weeks later, still no call, and no response from Customer Service.
My table and chairs finally arrived. Four months after I ordered it. Upon delivery, we noticed a blemish, about a half inch in diameter, on the table top. We showed the driver, and were told to "call Customer Service". Again, it took 2 weeks to reach someone live. To make a long story short, 2 months after reporting the blemish to customer service, they sent someone to look at the table. This guy worsened the blemish by scratching the finish off the table with a razor blade, before saying "I can't fix this". If that wasn't bad enough, after he left, my wife found his razor blade on the floor. Fortunately, none of our 4 children found it first.
Another 2 months of getting the runaround from customer service go by before I sought their corporate office and decided to visit. I met an assistant manager name John, in their corporate office/clearance center in Farmingdale. John took my copy of the invoice and disappeared into the back room for 10 minutes. When he came back, he said he wasn't able to reach the manufacturer. He sincerely apologized for my troubles and promised he would get back to me before the end of the day. Two days later, John called and left a message on my cell phone. When I called back, he had stepped out. I stopped into the office the following day, at which time John advised me that Island Dinette couldn't do anything for me any longer because they severed ties with the manufacturer. WHAT!? However, he had a contact number for me to contact the manufacturer myself to find out how to get this fixed. Why couldn't I get that number 5 months ago.
Now, the manufacturer has refered me to another dealer in Carle Place, who will work with me to resolve the issue with the manufacturer, however, there may be some additional expenses for me. I paid $1800 for a kitchen table and 4 chairs... I shouldn't have to pay any more. If you've noticed I didn't mention the manufacturer's name, this was intentional. Let's see how they work with me with replacing my table. Who knows, I may be back to this site for them next.
My wife and I will be seeking legal advice on getting reimbursed for any additional expenses from either the manufacturer or Island Dinette. Shame on you Island Dinette!
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