I purchased a sectional in August from American in Fenton, MO. Salesman, Ken promised us it would be delivered and in our home NO later then October 15! What we ordered was a special order set, so there would be a wait on it but was told no more then 8-10 weeks! OK I can live with that. SO we went ahead and paid for it in FULL! (BIG mistake)
We waited till October 1 to get an idea on when it would be in so we could remove the old furniture that was in our home. Was told by their Customer Service department that there was a problem and the sofa wouldn't be in till the END of October. I asked why. She couldn't or wouldn't give me that info.
I went to the store to speak with Ken in person since everytime I would call I would be told "he's with a customer and will call you back." I would ask to speak to a manager and when that person would get on the phone they could care less!
Finally started calling Stephen Deshong at their corporate office. He told me he would call the buyer and find out what was going on. I didn't get a call back for a WEEK! Once he did call he explained that they hadn't ordered it on the date I was told by the store! SO it was a week off. No other explaination!
Finally got a call from their delivery department that our sectional was in and ready to be delivered. SO we set up and time the next day. They were on time and very friendly. Moved our old recliner out and brought in the sectional. They put it together and it is SMALLER then what we ordered. Look at the delivery sheet and see ONLY 4 pieces! There should be 5! They forgot a WHOLE piece! Delivery person told me to call the store and they would fix it. So they left and I was on the phone with the store. The store didn't order the WHOLE sofa! They only charged me for 4 pieces! MY fault for not looking at the receipt when we paid and left the store.
OK so I go to the store and order the extra chair that wasn't ordered in the first place! Was told by Ken (same salesman) that it would be $400 for JUST that piece! I was fluming. SO my husband says just pay for it and get the thing right. Ken told us that they were having a sale in November/December and he would adjust the price since we've had so much trouble. OK I can live with that. He told us it would be in by Christmas! OK we ordered it October 29! That would be 9 weeks. GREAT I thought we will be able to have the whole family over.
The week before Christmas I went to store to get an idea on when it would be in. Was told by Ken that it wasn't going to be in by Christmas. He said how sorry he was! OK fine when will it be in. JANUARY 8! Doing the time in my head ~ that's 11 weeks. Called Stephen in Madison to find out WHY it's taking so long. He tells me that the factory in CHINA was closed down for 2 weeks before Christmas and that our piece wasn't even MADE!
Now I am thinking that it's been so long that the fabric isn't going to be a dead on match anymore. Asked him if I had his word on it being in on the 8th. He said YES! So I wait and wait. On the 7th I call the store to find out will it be at the store or the distribution center. The customer service girl tells me ~ it's not going to be here till FEBUARY! Hell no! Call Stephen, no answer. Left messages for him and Ken at the store.
Finally fed up and called the BBB to complain. Called the Missouri Attorney General's office and our local news action team. BBB got an email from Stephen stating that I was RUDE and didn't want to be patient! HELLO it's been 3 months since I ordered the piece your dumba* people didn't order in the first place! MAG office just sent me a letter stating they were looking into it. The news action team told me they would be helping.
Got a call on Friday from Madison telling us that the chair was IN the distribution center BUT we had to wait till the piece was IN the store to pick it up. My husband went off on him and told him that were promised it on January 8th and that it SHOULD be either delivered to us NO charge or it should be IN the store that day. Stephen told my husband he would waive the delivery fee since we've had such a problem over all this.
SO today is January 30 and we are scheduled for this piece to be delivered today from noon to 3. I am betting it will NOT be here by 3!
Will post what happens once it is here.
Cheryl @hotmail.com
0 comments