On June 15, 2015, we ordered dining room chairs from the Cherry Creek HW Home from Lauren. She indicated that it would be 4 to 6 weeks for delivery. After 4 weeks, no chairs and no call as to status. I called. I was promised that it would be just a few more weeks, as the manufacturer was having trouble obtaining the upholstery fabric. It was rare during the next THREE MORE MONTHS that Lauren would ever call me regarding the status of my order. I was the one who had to call and I was strung along by the promise it would only be a few more weeks.
After 9 weeks, I called Lauren to say I was hosting my sister-in -laws birthday, and I was panicking because I had no chairs. I requested some loaner chairs. She indicated that "we normally don't do that " and would check with her manager and get back to me. No call. A week later, my cousin, who had a relationship with the store, called the owner, Ron Warner to see if he could find anything out. As a result of that communication, including my own call with Ron, in which he said, "Even if we have bad news, we need to communicate with customers", HW Home delivered four loaner chairs.
At the end of the third month, I received a Sale Card in the mail with a picture of the exact chairs I had ordered on the front touting 25% off custom upholstery orders in October, so I called Lauren to ask if that discount would be applied to my chairs. She said she would have to check with her manager. No call back. Lauren did call on October 13 to let me know the chairs were in and could be delivered. She did not offer anything about the discount. I had to ask again about whether the discount would be applied. She told me that it would not because I had not ordered custom upholstery on the chairs.(Even though I had waited 4 months for my chairs and the upholstery fabric the manufacturer ordered was represented to be the problem!)
On October 15, FOUR MONTHS AFTER PLACING MY ORDER, I called Ron to say that the customer service on this order was unacceptable. Before I could even finish telling him my issue, he said sarcastically, "Well, let me just cancel my business trip and I will go fire Lauren!"
At that point, the phone went dead. I called back and got his voice mail. I left a message that HW Home should just come get their loaner chairs, cancel my order and refund my money.
The following is a ver batim transcript of the message he left me on my voice mail later that morning:
" Marla,
this is Mr Warner, owner of HW Home in Denver, Colorado. I lost your call earlier
as I was in a difficult spot in the airport and just picked up your message,
which also was garbled. I have done some research on your order. I've learned a
bunch of things that don't exactly jive with what you've told me. Nonetheless,
we will keep the delivery slot today to pick up our property that we loaned you
at no charge. Upon receipt and inspection of that property, and that there is no
damage to that property, we will issue a credit for your chairs, and we will
consider this the absolute end of any relationship between you and HW Home."
AS IF...... read more