Arguably the most ridiculous experience I've ever had trying to receive an item I purchased and…read morepaid for.
I placed and paid for my order on 8/8. On 9/19, the wrong ottoman was attempted to be delivered. After speaking with the North Boston office and Millbury showroom, I was told the wrong item had been tagged at the warehouse. The showroom said they located my correct order and rescheduled my delivery for 9/23. I was told I would receive my delivery window on 9/22. No contact.
On 9/23, I called to get my delivery window, only to be told they had no record of my scheduled delivery. I was then informed that the item was a custom order and that it would take another 6-8 weeks before they could even schedule delivery.
Keep in mind, I placed the order 6-8 weeks earlier. My salesperson, John, had specifically told me that my order was confirmed for delivery on 9/23.
After being told that the piece I had already paid for apparently didn't even exist yet, I attempted to cancel the order. I was then told I would be charged a 20% restocking fee. A restocking fee for what? An item that was never even made?
After some back and forth, Carl, the assistant manager, told me he was processing a full refund and that it would reflect within 3-5 days.
Now it's 9/28. I called again requesting the written confirmation and refund breakdown I was promised on 9/23. I was then told that their system shows the order was cancelled and the refund was processing as of 9/21.
Why 9/21? Both my salesperson and I were under the impression that I was receiving the order on 9/23. No one communicated a cancellation to me, and I certainly did not request one on 9/21.
Now I'm being told that refunds actually take 5-7 days to process. So, according to the timeline they are now giving me, some unknown person or department cancelled my order on 9/21, without notifying me, and I am still waiting for my money back on 9/28. Once again, I am at the same mile marker: no furniture and no refund.
At this point, this goes beyond poor customer service. The contradictory timelines, lack of communication, failure to provide documentation, and continued retention of payment for an item they have acknowledged I will not be receiving are absolutely unacceptable and, frankly, raise serious legal concerns.
I have been given multiple completely different versions of what happened with my order, while the company continues to hold my money and I have nothing to show for it.
Absolutely unacceptable.
Update: Customer Care Lead, Nicole, initiated a refund. It was only initiated today, 9/28, not on 9/23 as management said they had done. Moreover, since John refused to update my email address that I told him he had saved incorrectly, I'm just seeing my paid receipt for the first time. The ottoman isn't even on the receipt, but the whole charge total is. I wouldn't recommend this company to anyone.
