Wow. I don't know what else to say? If you want the short version, we ordered custom couches, they setup a few delivery times after they came in, I missed half of a family party, and we still don't have couches, and they don't know where one of them are. Here's the sad long version:
Monday, December 17:
8PM: R.C. Willey leaves a message on our home phone that they received our custom couches from the manufacturer, and that we can come pick them up whenever we want.
Tuesday, December 18:
10AM We call R.C. Willey back to say we picked up the free dvd player but that the couches were to be delivered, as it said on their records. They realized they read their own ticket wrong, and setup delivery for Friday (21st).
Friday, December 21:
8AM: I called to see what time they were going to deliver, they said 7:30 - 10:30.
11AM: I asked why the driver hadn't called, they gave me his number and told me to call him (what's up with that?). I call the number they gave and left a message on the driver's phone. He never calls back (first promised callback that never happened)
2PM: I call R.C. Willey again, they think it's dumb the previous time I got the driver's number, say they'll look into and call me back within an hour. (second promised callback that never happened).
9PM: I call R.C. Willey again, they said the loaders didn't put the couches on the truck, as they read the ticket wrong (again), and that they'd scheduled delivery for tomorrow (Saturday the 22nd). She said they'd also have a manager call to apologize (third promised callback that never happened). I called back and left a message on the store manager's phone about my "unpleasantness".
Saturday, December 22:
8AM: I call to see what time they'll be delivered. They say delivery between 10-1. My family Christmas party is at 11:30, but I figure if the drivers call and say 10 or 10:30, we'll leave right after.
10AM: The drivers call and say they will deliver between 11 and 12.
12:45PM: I send Lisa and the kids, as I feel this might be a while.
12:45PM: I call R.C. Willey, asking what happened. They said they'll call the driver and call me back within 30 minutes (fourth promised callback that never happened).
1:45PM: I call R.C. Willey again, she said they were just looking for my phone number to call back, that the driver said they were in the middle of a delivery and would call them back but didn't for half an hour, then just finally did (note it's an hour later). R.C. Willey said that the driver didn't think he had my couches on the truck. I asked them where the couches were, they said they were in the process of looking, but think they're either on another truck, or still in the warehouse, and that they'd call me within two hours when they found them.
1:45PM: I call the store manager to leave another message, as I'm driving to make the last half of the family party.
4:00PM: Since we drove up separately, Lisa called me on my cell to say the store manager called to apologize, that they still couldn't find our couches and said we'd get a fair price on new couches if we came into the store to pick out new ones. Fair price?
Monday, December 24:
10:00AM: I called to see if they found my couches yet. Nope. They transferred me to the main warehouse to have them track them down. They said they didn't have them and they're transfer me to customer service, who could help me track them down. I interrupted that to say I just talked with them, but they said it'd be the warehouse customer service. I waited 25 minutes on hold to find out it was the same people. They said they'd call within two hours. (fifth promised callback that never happened).
Wednesday, December 26th:
10AM: I called to hope the warehouse had made progress. They said they found the love seat but couldn't find the other one. They said they'd have my original salesman drive the issue. They transferred me to him, I told him the story, he commiserated, and said he'd drive the issue, be the pointman, and call back within the hour to tell me what happened.
1PM: (three hours later) I called the salesman back, said he was just looking for my number (this seems to be a common line) and that he talked to the manager of the warehouse, not just the one over inventory, and they said they needed a day to look for it. I called back the manager of the Murray store and left another message.
Thursday, December 27th:
8:15-9:31AM: Called to check the status this morning. I was on hold for an hour and eighteen minutes. I talked to corporate customer service, who said they'd look into it and call me back in a few minutes.
I'll edit the post when new changes occur. Not that you want to read more...
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