Back on July 7th. 2004 my wife and I went to Emily's furniture to buy a couple of beds for our new home. We were helped by a nice woman named Nancy and placed our order. We got our daughter's bed three weeks after we ordered it only to find that the bed was not built properly. We were able to manage to get it together anyway and dealt with it.
Our bed though was a different story. We started to put it together only to realize that it had no hardware other than 3 screws that weren't the right kind of screw to assemble the bed. When we tried to put together the bed frame it turned out to be lopsided and we couldn't get the two box springs on it properly. Then when we went back to examining the head and foot board of the bed we realized that the foot board was badly scratched and the 'L' brackets (used to attach the boards to the bed frame were on the wrong side of the board.
We contacted Emily's furniture immediately and Julie the store manager (I'll get to that again later) directed us to their wherehouse. She was apparently unable to deal with refunds. Some store manager, eh? We called the wherehouse and spoke with Shane. Shane is supposed to be the head honcho who deals with returns and complaints and so forth. He illedged that we were to wait for his call regarding the outcome of our plight. He called back after a couple of days and said that he was still waiting to find out the 'status' of our order. He never called back. We called again and now "TJ" is the one we are supposed to deal with...
Weeks go by without any word as to what is going to happen to the $500.00 bed head & foot board & frame we bought. Every call to TJ results in him running around and trying to find someone to help us. TJ reports that now 8 weeks into the problem he has a bed frame in the wherehouse, but no head board and foot board.
We call back at Emily's Furniture only to hear that Julie (the illedged manager I spoke of earlier was on vacation from her mindless managerial duties and now I am to talk with a gal named Roxanne. Now Roxanne states she will call the regional manager about this problem and I am instructed to call her in two days. I do and she has no information to give me. Gee, what a surprise. I am then told that the regional manager will call me that day. Never happens.
I decide to go down to the store and get in Julie's face about this monster hassle. When I walk into the store Roxanne, the assistant manager, is chasing another employee around behind the cash-wrap area. Julie is sitting in the corner looking up information on the computer oblivious to the whole thing. I speak to Julie and she states that the 'regional manager' is on vacation and she has no idea of when he will return. She confirms that she has no authority to give refunds. Exactly what is she a manager of anyway?
A few days go by and I call the wherehouse again. This time expecting to hear the background theme music to the Three Stooges. The operator answers and can't find anybody in the wherehouse to help me. She states that someone will call me back later that day; never happens. I called again today and once again talked with the operator, who once again can't find anyone to help and once again states that someone will call me. I see a pattern here.
If I don't get a call from someone today I will try getting in touch with the media and perhaps they can offer some help. Maybe smearing their incompotency all over the 6:00 news will get some results. I will write back when I have more information. Warning: do not ever shop at emily's furniture!
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