Normally I don't like to blast businesses online, but I feel as though if I can save someone else from the experience I had, it's worth it.
This establishment lied to me and completely bungled my order from start to finish. I went in on May 19th to purchase a new bed and mattress. Salesman was helpful in selecting the pieces and didn't try to up-sell us too much, seemed like a straight shooter. I was assured that the pieces we ordered were in-stock and that we could arrange for delivery the following week. He even went to check with a manager on the status of the items to confirm.
I work 3 jobs, one of which is full time, so my schedule is limited, I will admit. I had a rare day off the following Thursday, May 26 for delivery and they said absolutely no problem. I would get a call the next day to confirm delivery. No call. I call the warehouse - the man proceeds to tell me that all of my pieces are on back order and it will be at least a week until we can discuss delivery options - they say they might but able to make the Thursday date but there is no way of knowing at the moment. At this point I'm frustrated, but the pieces are literally not there so what can I really do but wait.
Then, turns out the staff had accidentally added something up wrong on my invoice. I had to travel back to the store in rush hour traffic to re-sign the papers or risk not getting my bed on the "promised" date. An inconvenience again for a bed I didn't even have yet, because of their mistake.
No call the next week. I call to ask what is going on, they say not sure, no news except that the Thursday date is looking unlikely. The staff were always very brusque and unhelpful, not giving any explanation or apologies for our agitation. Not to mention, every single communication had been me calling them, only once did I hear from them to tell me I would hear from someone the Tuesday of the next week (after Memorial Day) to schedule delivery.
Of course, I hear nothing. I had to call again. They say that they are expecting the items in early next week, which would push delivery out to June 8th. This is a full 15 business days after I first entered the store. All the woman keeps saying is that they are within their 7-10 business day delivery window so they don't owe us anything, which 1) is mathematically untrue, 2) is not what I was originally told and 3) is terrible customer service.
I could go on but this is already very long - after more back and forth the delivery is confirmed for Wednesday June 8th between 10-1. I refuse to take time off to sit at home for a bed, so my mom who is out of work at the moment graciously agrees to waste her day, and what a waste it was. It gets to be 1:30 - nothing. My mom calls the store, they tell her that the drivers don't answer their phones during deliveries and we'll just have to wait. WHAT?? More back and forth, finally the delivery men show up at 4:30 pm, with....the wrong bed!! A Cal king headboard and foot board with queen rails - it wouldn't even have fit together if they tried.
They got the mattress right, but what am I to do with that without the frame? My mom calls and asks what I want to do, I say bring it all back and I call to cancel my order. Only then did the manager apologize for our inconvenience and try to offer free delivery, which frankly should have been offered in the first place. I have never dealt with a more unprofessional or incompetent group of people in my life.
This story does have a happy ending. I went to Pilgrim furniture June 12, and my bed was delivered today on June 15, exactly when they said it would be and it's (gasp) even the right bed!! And it was a few hundred bucks cheaper too, I happened to hit a really great sale. It worked out for the best for me, but please save yourself the headache and go straight to Pilgrim if you're in the market for some new home goods. read more
