Purchased ~ Kavari TV stand w/Gaming /Theatre Shelf ~ (their description, not mine).
quick facts: - bought large furniture item, missing parts, dinged/damaged wood parts, phoned customer service, ordered parts, never received, phoned again(customer service lost order?), spoke to manager, whom assured me 2nd order would ship out same day, didn't receive, POOR SERVICE, phoned again...got really jerked around. a couple of weeks later than outlined, received someone elses order for parts, they are for another piece of furniture with different colored wood and hardware. BAD experience, shop elsewhere, seriously, NOT worth the trouble or your hard earned dollars!
Initial excitement quickly waned...in the store all looked SUPER COOL! Got it home and opened the factory sealed box, some of the birch wood pieces were scratched and dinged up and believe this most likely occurred during shipment(these things happen). One of the boards was missing a crucial screw and also the little fortification metal clamp piece that is manufactured and housed within the board was NOT included, without these needed items, one is not able to install and secure the glass shelf portion and thus was not able to complete assembly of this unit.
I gather all needed outlined items: as per the instruction manual(store purchased, needed parts list as numbered(and outlined within assembly instructions) and 12 digit model number ~ apparently this isn't a rare occurrence....I phone customer service and am placed on hold for approximately 20 minutes, next up is a friendly enough Bayside Furnishings parts associate, whom collects my name, address, phone number, needed replacement part numbers, 12 digit model number, offers touch up pen to match up wood stain etc...she shares it will be 5-7 business days to receive fix it package.
7th business day, no package received, phone Bayside Furnishings the next business day and speak to Ray the manager whom, states he will look right into my order, confirms there is NO fix it order placed? I outlined previous conversation with the Bayside Furnishings part department associate and he apologized for the companies error. He offers to send out the parts and shares that they don't offer touch up pens for the damaged stained wood planks and dinged up drawer shelf area, as his associate had previously assured me was to be sent...I was offered the option of having a 50+ lbs base mailed to me but that it wouldn't include the operating drawer glides, nor any of the other hardware, which comes pre-built into this particular piece...I stated, I think your company would save a great deal of money mailing touch up pens or a small can of matching stain to cover the damaged areas? AM told, no can do, laws prohibit us from mailing stain, but i was welcomed to drive to my local ACE hardware, lowes or home depot to correct their damaged goods, then snail mail them a copy of the receipt for possible future reimbursement?
I, like youself, am hearing this and say aloud to my new friend of 30 minutes on the phone...Ray, say you are me...what are you thinking of this offer and your company at this point? I continued to share with Ray, that to be honest, I couldn't be more of a dissatisfied customer. This outline to correct is a joke and I should return this POS to Costco and call it a day...but that I didn't feel this was Costco's fault in the least.
I recap the presented options back to Ray...what do you think of this outline? Ray thinks on it, further conversation ensues...Ray's sounding inspired, he's located several wood stain marker touch up pens, says he's got the correct pieces of undamaged replacement wood, states he'll need to send a full set of hardware w/clamps as they aren't able to send the two items needed piecemeal. Says I'll have it in hand prior to the weekend(ok, we're three days prior to Friday).
Friday 5pm, no package received. Customer service closed until Monday...phone Monday and they can't find my order. Speak to Ray whom places me on hold for 7 minutes, states he's found the order and that there was a mix up with the shipping department and 'ship three day' note, was interpreted by the shipping department to read as 'hold on to for three days' and then ship. Creative crew they have there!
At this point, I'm thinking maybe this IS Costco's issue to deal with because they have unfortunately aligned themselves with some absolute clowns, whom offer absolute s**t customer service...I opt to see if the order arrives and behold...it does...however, the items received, do in NO WAY match the grain, stain, design etc...that I purchased...drill marks are in different areas, the pieces do not fit together, the wood grain for the newly received pieces is NOT the mocha option but a darker deeper tone that ISN'T a fit....
In this day, age & economy...if you are going to put your name on the work...do a good job or hang it up...me thinks Bayside Furnishings / Whalen Furniture is not long for their respective industry. Should they turn my frown upside down and make good on this mess...I will of course adjust this review and shed any deserved light...if not, I'll post a follow up here and also will discuss this experience further on KTAR talk radio at the end of this month and via blog.
a completely jerked around customer