December 13, 2004
Attn: [store manager] [RessenFressen] Furniture [Fax No.]
I?m trying to get delivery on furniture purchased back in November from your store. My husband, [Ramit Trumpeter], bought a bed, two dressers, and two night stands. One of the dressers was not in stock on the date of purchase, but we were assured by our sales person that it would be available in time for delivery the day after Thanksgiving. It was not. All of the other furniture was delivered and set up quickly and efficiently by your delivery crew.
We were recently contacted to schedule delivery for the last item. It was to be delivered Sunday, December 12, 2004. I received a phone call on Friday, December 10th, confirming my delivery address, and confirming that we would be called Sunday morning and given our delivery time window. No call came.
We called dispatch and were told that the item had been loaded onto the truck, and then removed, because our area was not eligible for Sunday delivery. Our sales person was responsible for calling us to let us know (we were not called) and we were told that we could not schedule an appointment for delivery because the item was no longer in stock.
We called and reached our sales person, and was told the earliest delivery date we could get was Tuesday, December 14th. We agreed, because we had another appointment scheduled that day. That appointment was moved because we could not be home during the day during the work week two days in a row (we?d offered to wait for delivery on the 13th, as we would be home for other appointments, but were told the delivery schedule was booked and there was no way for us to take delivery that day, despite two missed delivery appointments that were entirely not our fault).
I have again spoken to the sales person today, and we have also spoken with dispatch and customer service. No one seems to be capable of scheduling any sort of delivery appointment that will not cause us take more unpaid leave from work ? no weekend delivery is allowed in our area, no late night delivery is allowed in our area, and when I asked to have an appointment scheduled on December 27th, the first day we will be available at home during the day without penalty, we were told that we could not schedule our appointment that day because our furniture might no longer be in stock.
Is it the normal policy of your company to allow incomplete deliveries after assurances have been made that a complete delivery will be made? Is it normal policy for your company to allow scheduling and call backs for weekend appointments to outerlying delivery areas, and then cancel the weekend appointments with no notice, and then do nothing to accommodate any reasonable delivery schedule for the customer, and then pretty much tell the customer that the furniture they paid for, on the spot, would be sold to someone else?
I?m simply going to assume you?re having a rather busy day today, and that is why, four and a half hours after spending 20 minutes on hold waiting for you to get off of the phone, you still have not called me back.
I expect to receive a call back from you or your representative within 48 hours, with either a weekend delivery date of this Saturday morning, December 18th, between 8am - 12pm, or Monday, December 27th, with no vague mutterings about my paid-for furniture being sold off to someone else.
Thank you,