Absolutely atrocious customer service by Ina. I honesty don't even know where to begin. For starters, our movers left part of our table outside and then made a huge ordeal when we requested they come and pick them up from our apartment. The only reason we even realized this happen is because on the way on the way to work the morning following my move, I left my apartment only to find my table legs leaning against a fence.
The company did, however, offer to store them until we arrived back in NYC or to ship them to our next location. We were perfectly okay with the arrangement since Katz's did seem to be taking responsibility for their mistake. We both agreed that it would be easiest and cheapest for everyone if Katz just redelivered our legs to our storage unit.
So we called back when before we were coming back to New York to take our stuff out of storage and, of course, we were unable to get a hold of anyone before we arrived back in New York.
The first day back in New York, we called again and again. When we did get ahold of Ina, she said that they had to locate the legs and that we would get a phone call back the same day. Well, that day ended and no phone call from Ina. The following day we called and once again, no one answered. Then on the last day, we called Ina again.
And she said that they still had not located the legs and would call back later that day. Also I would like to point out that less than half of these conversations would happen on the phone. My spouse and I would call, leave a message and then Ina would send back a half hearted/bothered email.
So we leave New York and we arrive at our next home. We still have an exceedingly difficult time getting ahold of Ina and, like noted, the only way she replies to our phone calls is through emails- it also usually took two or three phone calls to get a single response from Ina.
So after several weeks of Ina blowing my spouse and I off, I decide to call her directly. Of course, no one answers so I leave a voicemail. Much to my surprise, I get a phone call back from Ina.
She then starts to blame my spouse for everything and then says that she was never made aware that we were leaving New York. That was lie #1 to "my face". She then says that Katz's never said they would ship is our missing items AFTER they lost them, lie #2. She also says that we should have been responsible for shipping them but Katz was "doing us a favor" by shipping them for us.
She then continues to raise her voice at me and get even more defensive. Continuously saying that it's not her fault and that it's the people in the facility that have not located our legs.
I tell her that I understand it's not her fault, but it's been almost three weeks since we had the initial response from her so I am clearly frustrated since because of Katz's mistake. We did not have a table for the holidays, birthdays, etc.
So as we wrap up our phone call, Ina says that she will call me directly tomorrow. I ask her if she really will since we have not had any kind of consistent feedback from her and she says yes.
Well, nearly two weeks later and no phone call, of course. No surprise there. Except suddenly, my spouse gets an email from the illusive Ina! They say they have located our table legs! Fan-freaking-tasting! Except it's now been over a month since we contacted you and, like noted, have not had a table so we have been eating or meals either cross legged on the floor or sitting on our countertops. Our other movers were able to repack, reship and redeliver our stuff over 1500 miles away in half the time it took Ina to respond to us.
I would also like to point out that when we asked to speak to the manager we were told that was not possible since we had to deal directly with Ina since we started with her. Then when we asked to speak to the owner, we were told Jon (I apologize if I misspelled your name) is a very busy man and would not be available for us to speak with. After much protest from a male employee who answered the phone, we were able to get an email for Jon.
However, with the already less than subpar interactions I had with multiple employees, not just Ina, I did not believe it would be any sort of productive conversation so I honestly didn't even bother sending him a direct email. Furthermore, why would the owner of the company not have a direct phone number I could contact him with. I understand not giving that number out easily but to say that he, point blank, does not have a number and would not speak to us is ridiculous.
So thanks, Ina and Friends, I really appreciate your help. I have made sure to recommend to all my friends not to use Katz's because customer service was a solid 1 on the scale of 1 to 10. read more