Pam T.

Mar 26, 2019

Poor Customer Service

Hello, This matter concerns the poor customer service I received during and after my purchase on December 24, 2018. On the said date, I visited the Trussville store to purchase a mattress set. Once we got there, I made the decision to also purchase a bedroom set as well. During my visit, I noticed the staff was stretched thin and was unorganized. It took me over 2 hours to purchase a mattress and bedroom set. The store manager, Rodney, was not fully aware of what items were in stock. It seemed like every time we chose a set he would say, "oh we have it in-house", but 30 minutes later he would say no we do not have it. So we would have to start our search all over again. Every time we chose a set either a nightstand and/or mirror would be missing or the item would be damaged. When we finally found a complete set he returned from the back to tell me the headboard had a few scratches on it and the bedrails seemed to be missing; however, he would give me small discount ($80) and send me home with some temporary rails. Before I left the store, Rodney informed me that he would notify (after he returned from vacation) me when the correct rails are received. Since never called me as he promised, I ended up having to call him instead. When I spoke to him around the end of January 2019, he told me that the rails were in-house and I could come pick them up. When I picked them up on that following Sunday, I noticed the box was extremely tall for full size rails. I asked if the rails were the correct size and he reassured me they were the correct size. Well, when we tried to put them on the bed on March 15th, we noticed the rails were for a queen size bed and not a full. I called back to the store and spoke with Carli who tried to resolve the issue by offering to order the correct rails and a $100 store credit. She advised me that I would have to come pick them up. I told her I refused to drive another 40 minutes to sit and wait while the search for the rails and get it wrong again. I told her they should have them delivered at Rodney's expense. Carli stated that's not possible since deliveries are made by a third party vendor and the customer is responsible for paying the delivery cost(s). I told her to have Rodney call me since all of this is his fault and I shouldn't have to keep fixing his issues. Carli stated she will give him the message. As of today, I have not heard from him or anyone from the store. I will never purchase another item from your store and I am definitely going to share my experience with others. I've purchased furniture from other stores and has never been treated so poorly. At this point, someone from the corporate office needs to contact me regarding resolving this matter before I make my last payment on May 2, 2019.