Are furniture orders ever right, and in good shape?

Question

Third time now Ive ordered furniture and 3 for 3 its been a problem. The first time our entertainment center had seasoning splits, claimed they didnt see this. Second time the delivery drivers claimed someone stopped short, and our leather furniture got "burns" from the side of the truck - when they slammed on the breaks. This time our kids captains bed was missing 2 drawers, and now the store is debating us on this! uugh.

These are all orders from different stores. Any advice.

Answer 1

Well, you seemingly hit the jackpot on defective furniture orders. We've ordered furniture direct from the manufacturer's, from custom furniture designers, from websites, from stores and designer showrooms. Now and again, we have had pieces show up damaged in shipping, with the wrong upholstery or wood, with pieces missing, etc.

The key is NOT to accept delivery. We inspect our client's furniture thoroughly and will not even let it get into their houses if there is any problem. In the case of the missing pieces on the bed, go direct to the manufacturer and request they send you the missing items. Further, complain about the customer service you are receiving from the store. (Sometimes you can prod the store into resolving matters by letting them know you intend to let the manufacturer know about the service problems.) Manufacturers will often drop a store's representation of their line when the store doesn't provide the service level the manufacturer expects.

Photos also help make your case as does the threat of return. However, many low end furniture stores will stick you with their 25% restocking fee knowing it will prevent you from returning their defective merchandise. Also, items damaged in delivery are in some cases the responsibility of the delivery sub-contractor's insurance and not the stores. This is another way many retailers absolve themselves of responsibility because they contract with another company to perform delivery and set-up. They have to carry insurance, however, and you can make a claim against that.

Last, use the power of the pen. Go onto websites like Kudzu, to rate the store so that others are forewarned of potential problems.

Answer 2

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Answer 3

the majority of my furniture was ordered online, and i've never had the kind of problems you're describing, though I know that they do happen. I can't believe that the store would actually argue with you about the missing drawers - that seems like such an easy fix.

Anyway, call customer service & if you can't get satisfaction from a regular rep, ask to speak with a supervisor. The supervisor should have more authority to do more discounts & things than the rep can. If you're still not getting satisfaction, ask the supervisor if you can speak to their manager. You might not actually have to get as far as that, b/c any supervisor worth their salt will try to resolve the problem themselves, rather than have their manager know that there were unable to handle a customer. I mean, they got to be supervisors for a *reason.*

Answer 4

Sometimes!!!!! Not very often though....The only way to resolve or get any satisfaction is to Complain, Complain, Complain.... Go as high up as you need to untill your satisfied. My daughters sister in law happens to work in a Drs office that the owner of a very well established furniture Co. goes to and she made sure that he heard about her last problem with the delivery of dressers. He fixed everything. Including a free $400.00 mirror to match. It's a pain in the buns, but that's what you have to do..
Good luck