We paid "full value" for a customized bookshelf including some glass doors and file folder drawers. The service post purchase has been brutal. Delivery was 5 hours late, product showed up damaged. They wanted to attempt a fix before replacement. Guy that showed up to fix it said, "I can't fix that" - no kidding! Replacement showed up damaged. They didn't even attempt a drop off, so they called the day of scheduled delivery to say, we're not going to drop it off. They then called to schedule a weekday drop off - I don't work? The next Saturday available was 2 weeks out .... They've offered me a $100 discount on a $4,000 order. Not once did they call me first. Horrible service and I still haven't received it yet! 4 to 6 weeks is now over 12 weeks for a bookshelf!!! By the way, their shipment from Virginia is really China to Virginia to Toronto. Worst customer service I've ever received.
- Company Response
First of all, we have many satisifed customers that complement us on our great products and service. Having said that, there is always issues that arise and ways that we can improve our business.
With respect to this particular instance, I would offer the following comments:
1. Delivery was late due to brutal snowstorm that virtually shut down the city. Customer was phoned to advise that the delivery was delayed, Other customers that day complimented our delivery for persevering in spite of very challenging conditions.2. Damage ocurred during delivery process and after inspection, in was decided that new cabinets would be ordered rather than attempting to repair damage (that seems reasonable). Damage is cosmetic and customer is using the damaged furniture until the new product arrives.
3. New product arrived from factory damaged(it does happen!). Customer is still using existing product until replacement cabinetry arrives.
4. Deliveries are scheduled as soon as possible. Customer's that prefer a Saturday are served on a first-come, first-served basis until the schedule is full.
5. We acknowledge and regret inconvenience caused by a second delivery to replace damaged product, however, customer is not without use of furniture and replacing the damaged product was never an issue.
It is impossible to prevent every possible happenstance that may occur in ordering a custom product from a factory. We believe that we are offering good Customer Service by ensuring that when something does not go right that we make it right as quickly as we can. From the customer's perspective that may be taking too long in this instance however, that is why we offered a cash discount to compensate for the inconvenience.
Thank you for the opportunity to publicly respond to this account.