• Report: #238946

Complaint Review: Target

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  • Submitted: Thu, March 15, 2007
  • Updated: Sat, July 07, 2012

  • Reported By:Orlando Florida
Target
www.target.com Internet U.S.A.

Target.com, Target Stores Sold me a couch with no screws to put it together! Won't get me replacement parts! Nationwide Internet

*Consumer Comment: Target.com is not at fault

*Consumer Comment: For God Sakes, Be A Man

*Author of original report: Target.com, Couch with No Screws RESOLVED

*Consumer Comment: Seems the last poster has issues with Target

*Consumer Comment: Seems the last poster has issues with Target

*Consumer Comment: Seems the last poster has issues with Target

*Consumer Suggestion: I hope Target burns in Hell

*Consumer Comment: For your information...

*Consumer Comment: For your information...

*Consumer Comment: For your information...

*Consumer Comment: For your information...

*Consumer Suggestion: I was going to suggest the same thing

*Consumer Suggestion: I was going to suggest the same thing

*Consumer Suggestion: I was going to suggest the same thing

*Consumer Suggestion: I was going to suggest the same thing

*Consumer Suggestion: Simple solution... maybe.

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For my wife Elise and I's wedding my grandparents gave us a new armchair from our Target registry and it was missing a screw when we assembled it. But it didn't seem to be a very important screw and it's holding up just fine. It's not the most comfortable chair, but it's as comfortable and a whole heck of a lot better looking than our old living room furniture.

So the first thing we did when we returned from our honeymoon was order the matching sofa from Target.com. $400 for a full-size sofa was a steal, even with a $100 shipping charge. I now realize that $500 would have been better spent on someone that trains birds of prey to train a very large hawk to peck my eyeballs out and build nests in their sockets.

The shipping method for this full-sized sofa was listed online as "Target Ground" which was a sigh of relief for me, because I was horrified of the prospect that a single UPS man would have to deliver such a large thing up three flights of stairs to our apartment. We ordered the couch on February 16th and it had an estimated delivery of February 22nd through February 27th. On February 27th it arrived by "Target Ground" which it turns out, is really just code for UPS. Code for a single UPS man delivering two packages as big as him up three flights of stairs.

He said "I don't know why these companies think we're furniture delivery men."

I totally agreed with him.

Had I known the $100 delivery was going to be that awkward, I probably just would've gone to a real furniture store with real delivery to begin with.

When I ripped open the boxes, it was apparent that the largest piece of the couch was still missing. That would be the entire back of it.

It arrived the next day, a day after the last day of the projected window of arrival. The same UPS man. He said, "There's the REST OF IT," and sounded a lot less jokey than the day before. This package was indeed larger than the two previous and it was also ripped open all over. Thankfully, nothing inside was damaged.

Nothing was damaged, but it certainly was missing the bag of hardware and all four legs. We finally had our brand new couch and now screws to put it together! No legs for it to stand on.

Elise was freaking out, but it was no big deal, I thought. I would call Target and they would get us the replacement parts shipped out overnight. The first Target customer service rep we talked to was extremely helpful and went on a search to find their supplier of the couch before saying that he would contact them and put in a parts order for us and hanging up.

An hour later we got a message from him saying that the parts order "wouldn't go through" and that our only option was to exchange the entire couch for a new one.

The thought that their only solution to a bag of missing screws was to have our giant pieces of couch picked back up by UPS and then three more giant boxes of couch delivered by UPS enraged me. Not to mention the fact that the packaging of our original couch was in no condition to be repackaged for a UPS return. I don't exactly have 7 foot couch boxes lying around, either.

Thus began the last month of my dealings with Target's customer service. Half a dozen phone calls and a whole dozen emails to them and the company that first person said was their supplier and we are absolutely nowhere. $500 out and pieces of couch all over our living room for an entire month now!

Finally though I was given a second option...

I'm sorry for any inconvenience you've experienced with this situation.

Yes, the "Metropolitan Upholstered Sofa - Chocolate" may be returned to a Target Store.

We will issue a full refund for most items returned in new condition
within 90 days of shipment, with the original packaging and accessories. If you no longer have the original box, the store should still be able to accept the return in most cases.

The store associate will issue the refund back to the original payment method (credit card or GiftCard).

However, our stores aren't set up to refund shipping or Gift Wrap charges. So after you return the item at Store, please contact us so that we can refund you for the associated shipping charges.

They WANT us to return the couch to a Target store over getting on the phone and getting me a few small parts! They want us to drop a bunch of pieces of couch, out of box, in their customer service department!

Now this is hilarious and will, it seems as of now, be our final solution to this stupid mess... but it's not easily done at the moment, as this sucker certainly won't fit in our little car. Thinking about how I have to put so much thought into just getting this stupid couch to their store to probably cause a scene with the store's customer service people really, really set me off.

This is why I've now decided that until I can get this thing into a store, I'll just keep writing emails to Target. I no longer believe that they can be of any help whatsoever, but writing them increasingly more off the wall letters brings me at least some satisfaction over the whole thing.

This is the letter I wrote to them yesterday...

***

Hello! I would like a full refund for this couch, including the cost of shipping, as I am DONE dealing with your company! Maybe you can see from my MANY previous emails or possibly notations from all of the calls my wife and I have made to customer service that our lovely couch that we purchased with money we received as a gift for our wedding... that we purchased to match the matching chair that my grandmother bought us for our wedding (and is in fine condition, but useless as it does not have a matching couch to compliment it and never will it seems)... our lovely couch came missing all of the hardware and legs to actually put it together. Returning such a massive thing seems absurd and returning through the mail is simply impossible as UPS will not ship anything out of box and I wouldn't know how to begin to find a box big enough for this six foot couch. Returning it in store is what I truly would love to do, as it would be hilarious and I would film it for my own enjoyment (sending a copy to your corporate headquarters, of course... so that you can see how I tell every customer that looks at my wife and I and our massive pieces of couch about our experiences with it) but returning in store would require the rental of a truck, as this thing could nowhere near fit into our compact car. It is ALMOST worth me biting the bullet and paying for that truck rental, but I've decided the best option for me at this point is to throw the pieces of the couch into a lake. I think you would also agree that that is my best option, dear Target, as you have not offered any better. Please refund all of my money for this purchase, I will draw you a map to the lake that I will throw the couch into and we can make our return.

***

I received this from Target in response...

***

I'm sorry for the problem with your order. Well be happy to help you out with this return. UPS will pick up the "Metropolitan Upholstered Sofa - Chocolate" and when we get it back, we'll refund you the cost of your order. The request for pick up has been issued to the shipping address.

We can't confirm the exact pick-up time or date with UPS. They should make the first attempt within the next 5-7 business days.

Here's what you need to do to get your order ready for pickup:
-The driver will bring the return label, so you don't need to put one on the package.

-Put the item back in its original packaging.

-If you're not sure that you'll be home when UPS comes,
remember to leave the package where they can find it.

***

To which I replied with this...

***

This does not resolve my issue, but instead creates a whole different issue to deal with! A UPS man coming to my door when I have stated in every email that I DO NOT have the original packaging, as the original packaging was quite damaged and dirty and I did not want to drag it in and onto my carpet, so I cut the couch out of it outside. I cannot find any kind of packaging large enough to house a six foot couch. I did, however, like the part of the email where it said I could leave the package where he could see it if I was not home. I could leave this package on the MOON and he could see it, as it is taking up quite a lot of space amongst our apartment and has been for one month now. You see all I wanted were the missing pieces that should have come with my couch, but I guess that isn't possible, so I will just have to buy a hacksaw and saw this couch into tiny, tiny pieces and then eat each and every piece to finally remove it from my life, one bite at a time.

Christian
Orlando, Florida
U.S.A.

Click here to read other Rip Off Reports on TARGET

This report was posted on Ripoff Report on 03/15/2007 02:09 AM and is a permanent record located here: http://www.ripoffreport.com/r/Target/internet/Targetcom-Target-Stores-Sold-me-a-couch-with-no-screws-to-put-it-together-Wont-get-me-238946. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 16Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Target.com is not at fault

AUTHOR: sanjay - (United States of America)

Not exactly true. When you paid to target and got a commitment to receive a commodity, Target has contracted obligation to fulfill and not the manufacturer. The manufacturer may be in China or on the moon and they do not care for you as they get money from retailer and not from you. Further, going by your logic manufacturer is not at fault but UPS is at fault. Here the buyer made all the reasonable attempts to resolve the issue as nobody loves to drag on the purchase for months. I do not say that Target got satisfaction harassing this customer, but the people answering the calls / emails have little to no

authority when things fall out of ordinary issue. Saying that I firmly believe that buying bulky items that cant be returned easily is a very bad idea, as there are always chances of getting defective item due to manufacturing, assembling or shipping problem
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#2 Consumer Comment

For God Sakes, Be A Man

AUTHOR: The_D - (United States of America)

Christian,

 I agree it is frustrating to get a package and its missing pieces. This however is not Target's fault. There are no elves in the backroom assembling and packing your products on request. This was the fault of the Manufacturer.  You should also blame the transport company for tearing the hell out of the box and most likely loosing your hardware.  You said you contacted the manufacturer and they were no help, I would be pissed at them not Target.  Granted Target wasn't that much help either, at that point be a man and go to your local hardware store get some 50 cent screws and a drill and put the thing together yourself.  its called improvising. All this time spent bickering with Target, you could have had the stupid thing together in a matter of an hour.
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#3 Author of original report

Target.com, Couch with No Screws RESOLVED

AUTHOR: Christian - (U.S.A.)

In the end, I did get some justice for the couch I ordered that arrived without the screws or legs to put it together.

NOTE: I tried to get this resolved through the manufacturer before anything... it took me days to find the correct manufacturer (not named anywhere on the one sided, one sheet of instructions), who explained that I could only order the parts through the retailer that originally sold me the couch, Target.

When Target couldn't help and only after reports like this one, Target issued me an "Advance Refund" for the couch. Crediting my credit card and asking me to mail them back the couch ASAP. From the start, all I wanted were some screws and legs and was dead set that returning an entire couch at $100 in shipping costs was not the answer for such a small box of parts.

Since they took it upon themselves to issue me a refund without me offering to return the couch, I responded to them with an email that, though I was happy to have my money back, I did not see it as my obligation to repackage and set up and pay for the shipment of the couch back to them. Since it was essentially their couch now that I was refunded, I gave them 30 days to remove their property from my apartment on their own, without causing me any more hassle.

Obviously they never responded to that and after 30 days, I used my refund to buy the matching chair from a local Target store, removing the legs and screws and leaving the rest, the bulk of the parts in one of their cart returns in the parking lot. I then spent an hour in Hope Depot matching the screws from the chair up to buy the few more that were necessary to build the larger couch.

Now, we have a couch for the price of a chair and some screws, so I can't complain, but the whole two months of trouble was certainly not worth the $200 we saved in the end.
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#4 Consumer Comment

Seems the last poster has issues with Target

AUTHOR: Stacey - (U.S.A.)

Jeffanddonna
How may reports are you going to file?? What is you beef with Target? I have never had problem with them so are you just being petty? Did you try to return something without a receipt?? Have many items have you tried to return without a receipt?
Stacey
(not afraid to use my real name)
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#5 Consumer Comment

Seems the last poster has issues with Target

AUTHOR: Stacey - (U.S.A.)

Jeffanddonna
How may reports are you going to file?? What is you beef with Target? I have never had problem with them so are you just being petty? Did you try to return something without a receipt?? Have many items have you tried to return without a receipt?
Stacey
(not afraid to use my real name)
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#6 Consumer Comment

Seems the last poster has issues with Target

AUTHOR: Stacey - (U.S.A.)

Jeffanddonna
How may reports are you going to file?? What is you beef with Target? I have never had problem with them so are you just being petty? Did you try to return something without a receipt?? Have many items have you tried to return without a receipt?
Stacey
(not afraid to use my real name)
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#7 Consumer Suggestion

I hope Target burns in Hell

AUTHOR: Jeffandanna2 - (U.S.A.)

I totally agree with you about Target, they are ridiculous and unreasonable. I had made the same mistake about registering with them for my wedding. They are an awful, awful company. Good luck with the couch, I hope they fix it before you have to set the thing on fire and leave it on the customer service desk in tiny sawed up pieces.
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#8 Consumer Comment

For your information...

AUTHOR: Thomas - (U.S.A.)

I would contact the manufacturer directly. Target is actually Amazon and a lot of the emails on the website are answered in India, hence the "canned" responses. You should have better luck in getting the missing parts directly from the make of the couch!
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#9 Consumer Comment

For your information...

AUTHOR: Thomas - (U.S.A.)

I would contact the manufacturer directly. Target is actually Amazon and a lot of the emails on the website are answered in India, hence the "canned" responses. You should have better luck in getting the missing parts directly from the make of the couch!
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#10 Consumer Comment

For your information...

AUTHOR: Thomas - (U.S.A.)

I would contact the manufacturer directly. Target is actually Amazon and a lot of the emails on the website are answered in India, hence the "canned" responses. You should have better luck in getting the missing parts directly from the make of the couch!
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#11 Consumer Comment

For your information...

AUTHOR: Thomas - (U.S.A.)

I would contact the manufacturer directly. Target is actually Amazon and a lot of the emails on the website are answered in India, hence the "canned" responses. You should have better luck in getting the missing parts directly from the make of the couch!
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#12 Consumer Suggestion

I was going to suggest the same thing

AUTHOR: Chris - (U.S.A.)

I don't even deal with the store. Just call the manufacturer's number which is always listed on the instructions or parts list and tell them what's missing. I've never had a problem getting parts sent ASAP when this happens.
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#13 Consumer Suggestion

I was going to suggest the same thing

AUTHOR: Chris - (U.S.A.)

I don't even deal with the store. Just call the manufacturer's number which is always listed on the instructions or parts list and tell them what's missing. I've never had a problem getting parts sent ASAP when this happens.
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#14 Consumer Suggestion

I was going to suggest the same thing

AUTHOR: Chris - (U.S.A.)

I don't even deal with the store. Just call the manufacturer's number which is always listed on the instructions or parts list and tell them what's missing. I've never had a problem getting parts sent ASAP when this happens.
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#15 Consumer Suggestion

I was going to suggest the same thing

AUTHOR: Chris - (U.S.A.)

I don't even deal with the store. Just call the manufacturer's number which is always listed on the instructions or parts list and tell them what's missing. I've never had a problem getting parts sent ASAP when this happens.
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#16 Consumer Suggestion

Simple solution... maybe.

AUTHOR: Charles - (U.S.A.)

I can empathize with your frustration, especially when dealing with those great automated responses / form letters. Unfortunately things are not always black and white and issues like this can't be put in standard troubleshooting boxes. I have had some experience with missing pieces of furniture (not a couch, but a couple dressers) one of which was purchased from Target. I was missing a whole set of rails for 2 of the 5 drawers. Located in the instruction manual for the dresser was an 800 number to call if you had issues with assembly or missing parts. Called them up and explained the parts were missing (also a screw package was missing) and they had them shipped to me from the dresser manufacturer within a few days. I don't know if this would work for you, but you may want to try contacting the sofa manufacturer to see if they can ship you the missing parts. That will take Target out of the equation and hopefully allow you to make use sofa as opposed to throwing it in the lake.
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