DCG Stores
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my actual customer service experience:
(Q) On Tuesday, we established that when I search for "gray futon covers" on your website, "rugby silver" is returned as a result. I'm not picky. I'm furnishing a room with several shades of gray. I ordered it. What I received is definitely brown or taupe that clashes with every gray in the room. In order to save me the expense of shipping and you the expense of refunding the price of a full mattress, and to stand behind your customer satisfaction guarantee, I asked if you would credit me for an actually gray futon cover from your store-- not ideal for any of us, but the solution with the least negative impact all the way around. You said you were triple-checking with your warehouse, as you were trying to help me as much as you can in all the ways you are able. Will you please credit me for an actually gray cover for this not-gray mattress? (A) We are sorry to hear that your ordered item(s) did not work for you. If you are exchanging, please submit a new order online for the correct item. To return: 1. Please write the return authorization number "RA291661" on the shipping label and Package. Returns must be shipped within 10 days of the return authorization generation. 2. To avoid any delays in the return process, please include in the package a note with the following information: • Order Number • Return Authorization Number • Reason for return • If there are any defects please indicate location 3. Ship merchandise to: RSP / DCG STORES 1200 W Risinger RD. Fort Worth TX 76134 For proper credit, returns must be shipped within 10 days and in a way that can be tracked i.e. UPS, FedEx, US Postal Service with delivery confirmation etc. 4. Inform DCG Stores when the package is shipped with the tracking and courier information. Once the package is received and inspected to be in sellable condition at the warehouse, the credit process will be initiated. Please allow ~1-2 weeks for an update once received. ---------- I worked hard to direct my money away from Amazon & the CCP and toward a smaller American company. Lesson learned.