This is a copy of a letter i wrote a month ago along with phone calls to the district manager Ms. Bermudez which to date i have received no responce.
September 18, 2006
Ms. Bermudez
I tried to contact you last week regarding an issue that I was having at one of your stores on White Plains Road and 228th street in the Bronx. In December of 2005 I moved into my first apartment and I decided to get a living room set from the same location. Quite frankly the entire process was a nightmare. I went to inquire about the living room set maybe the 18th of December, I brought all of the necessary documents and everything was verified that same day and I was supposed to have my furniture delivered in time for Christmas, because I let them know I was planning on having a gathering for Christmas.
My furniture ended up coming the Christmas Eve and only after making phone calls over and over to the store for about 4 days before they actually delivered. At the time I was working so my boyfriend had to stay home each of those four days waiting for them to come, so he expressed his frustration both on the phone and when they came to deliver. I had a three-piece sectional couch and I was supposed to have to end tables and a center table. I never got my center table and had to call for them to even stop charging me for it when they finally realized that they didn't have it in the first place. After about a month my mother and me decided that she would buy me a living room set so I let the store know and tried to make arrangements to have the furniture picked up. This turned out to be another nightmare because it took about 2 weeks for it to be picked up. And I went through the same problem of them saying they were going to come at an agreed time and they don't show up. My boyfriend again was the one who had to suffer, so again he expressed his frustration I guess with Henry Santiago. Now this past month I decided to go back to school and I needed a laptop for my studies. Why I decided to go back to your store is beyond me but it was really the only place that I can rent a laptop. I got to the store and I was dealing with Shareef. I filled out the application gave him the necessary documents and when he put it in the computer he saw I was still active. He told me as long as I was good in the system there should be no problems.When he did he said, “yes your ok all we need is to verify your references”. He said once my references are verified I would have my laptop delivered on Monday. Friday came and I called to find out if my references were good because I was calling Cablevision to set up my internet. I was told the reference check was not done yet but go ahead and call Cablevision because it should be all good. So I did and Monday came and I called to find out what time I was getting my delivery. I spoke to a young lady named Marsha who said at first “oh it already went out it should be to you any minute”, then put me on hold and said she was just now doing my reference check. I of course was angry but not surprised and continued to speak to her throughout the day to make sure everything was ok. I called back the next day to find out what happened and Marsha said “ oh the guy didn't call you and tell you” I said no, so she put me on hold and then Henry came on the line and told me they are still checking my references and that something came from your home office that I was not approved and it had to be reviewed by Shareef. So I asked if I could speak with him because he told me everything was fine. Henry then told me that “Shareef was to busy to talk to me and that if I wanted something done about it then I need to come in the store because I ‘m not going to get any where on the phone”. He was basically being very nasty. I called back and spoke to Marsha and she asked me what happened I told her what Henry said and she said, “ what did he tell you?” as if what he told me was a lie. Shareef was still supposedly too busy to talk to me so I called back on Wednesday which I guess you were there all day because after I called all day to find out what was going on I was told that you were there and that Shareef could not speak to me until after 8:30pm. So I called back and finally spoke to him and he told me that after having a conversation with Henry and him stating that he and my boyfriend got into an argument due to the stores unprofessional ness and he had problems with me, that he could not let me rent the laptop but he can offer me something of lesser value. At that point I was extremely upset because I felt he not only based his decision off of hearsay, but that I went through all of the trouble I went through with them earlier in the year and I'm actually coming back to you for your services only to be treated like I never paid or you guys had to go through court to get back your merchandise, plus my semester started on September 7th and now I'm finding out I won't have my laptop. I then told Shareef to just refund back my money and called back to get your number. Then to add further insult to injury I received a call on Friday the 15th from someone named Romeo who says that he was an account manager and his exact words were “ so what's up” I said what's up with what? He said “we have not received a payment from you since September 7th” I said are you serious? He said “yes I am” So I said you cant be serious is Shareef there he said “yes what do need to talk to him for” and I said put Shareef on the phone right now, so he put me on hold and said “ok it's taken care of”.
I did not get any apology and so I called back to speak to Shareef to express how disgusted I was to receive a call about a payment for some thing that I never received, in the process I asked for Mr. Romeo's last name so I could make a complaint about him for not being able to see in the computer that I not only never received the laptop and that my money had already been refunded. I have never dealt with a company with so many unprofessional people. I felt like I was dealing with high school students, and I am sorry that I ever went back to do business with that store. Training in customer service is definitely something that needs to be worked on for every employee in that store especially the so-called management because they were the worst ones to deal with. I hope that you use this information I am giving you to make sure that something like this never happens again and to reevaluate the qualifications of your management team.
Cordially,
Cristina Morrobel
Cristina
Bronx, New York
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