Sleepers in Seattle Savvy HomeSavvy Homestorewww.sleepersinseattle.comwww.savvyhomestore.com "White Glove Delivery" did over $1400 in damage my yard and home, damaged the sofa,and they never responded to complaints until almost 2 months after I filed credit card dispute Seattle Internet

Not only did Sleepers in Seattle send me damaged merchandize, not only did they never complete their "white glove delivery" but they never responded to email and phone complaints until 2 months after I filed a dispute with the credit card company which they disputed by submitting a forged proof of delivery.  The best way to to show up these fraudsters is by simply copying my email history with them.  Note the dates!  They never responded to my first email or phone calls until fter they challenged my CC dispute.

From: ME To THEM

Date: Thu, 2 Jul 2015 05:26:12 -0400  {this was the day after the delivery attempt}

To Whom It May Concern at  Sleepers In Seattle, Manna Distribution Services and Translogistix: 

I am writing inclusively to all concerned (except for delivery company contracted by Translogistix for whom I have not been given any contact info yet) regarding many problems with a recent incompleted shipment designated as tracking number K12204397 for a Natuzzi Sleeper Sofa purchased from Sleepers in Seattle under order N3425 for $2139 including $140 for “Platinum Service” which was to include delivering the sleeper to a designated room in my home, unwrapping, disposal of dunnage, and setup/assembly of the sofa. 

I am also writing this email at the request of Dave at Sleepers in Seattle who I contacted on Wednesday 7/1/15 to complain as he informed me that Ron Nims, with who I originally placed the order, was out until Friday 7/3/15.   

In short, this purchase has been nothing short of a nightmare so far and at this point, I’m not even sure we wish to keep the sleeper or risk further damage to our property by allowing anyone involved with Manna or Translogistix to complete the delivery due to two incompetent attempts that clearly fit the definition of gross negligence.  Now I will relate the history of events explaining why.  This also constitutes an EMERGENCY for us as we are having out of town guests this weekend and not only is the needed sleeper unavailable for use but it is completely blocking our entrance foyer and main living/entertainment room at present and I cannot move it due to a recent back injury 

Previous to the first attempt at delivery on 6/29 I had contacted Manna twice by phone after getting their emails asking me to call to set up delivery.  When I first contacted them to set up the delivery date/time window I told them that we were off a long narrow private road (Akehurst Rd.) and driveway over ¼ mile long and that a large truck could not be used as there was no area large enough for turnaround.  They told me they would take care of that and make sure a large truck would not be used.  I reminded them of this again the day of delivery when I called to find out why they were late and to update my telephone information to include my cellphone as well as to remind them to call me when they got in the vicinity so we could prepare our home.  I was very adamant about this because only last November we experienced over $1000 in damage to our lawn due to a delivery of a ping-pong table in a large truck.  I would like to mention as an aside that we have taken deliveries from equally large trucks (> 26 ft)  in the past as well but their drivers must have been highly trained/skilled in maneuvering their vehicles.

 Anyway, the delivery was delayed to about 10:30 PM from the original time window of 5-9PM and when the driver called I asked again to make sure they did not have a big truck.  She informed me that she did have a big truck (26’) and was not told by the dispatcher anything about this being a problem.  However, she insisted she could handle it after I tried to explain how long and narrow the private  road and my driveway were.  I also told her I was especially concerned due to recent lawn work that she could not drive off the road.  I thought about just turning them away but I needed the sleeper for guests this weekend and I decided to allow it provided she not come all the way down my driveway but instead pull into a side trail at the head of my driveway where I have seen large trucks turn around before (with great difficulty).  This created the problem that my house is about 200’ from this location requiring a long slog.  Anyway, she said she wanted to do that and I met them at the head of my driveway at night with a flashlight to direct them to the side-drive. 

The 2 deliverers/drivers both seemed like very nice people and informed me they were exhausted after a long day as this was their last stop.  They apologized for being so late.  They got out to inspect the situation as the head of my driveway is also at a convergence with 3 culverts for three streams and two ponds which restrict movement.  I told them they would have to eventually back out back onto Akehurst to turn around and not to come further down the drive (that’s the only way I’d seen successful execution in the past).  I went back into my home with the man to show him where the sleeper needed to go – into my Media Room which involved going up 3 half-flights of stairs including the stone steps leading up to my front door.  I stayed in the house as he returned to unload the truck but I was surprised to see from inside my house that they had ignored my request and had started down my driveway head-first to make their delivery shorter.  I went out to stop them and noticed they’d already driven on my lawn. 

 They stopped between my two ponds and unloaded the sleeper onto a dolly.  Only the man seemed strong enough to move the sleeper and I begin to worry as this was obviously a job for at least 2 VERY strong people.  The sleeper was dropped on its corner several times.  When they got to my front door, which is up about 8 stone steps, I warned them not to use the cable rail on the right side for support as it was not made for that weight  (and it cost $3000).  They could barely maneuver the sleeper and wanted to pull it up my steps on the dolly.  That’s when I refused to take delivery as the dolly could damage the steps.  I told them, “ if you can’t carry it up my entrance stairs there’s no way you’ll be able to carry it up into my home without damaging my walls” (they were just installed and  painted after a recent fire destroyed that part of our home).  I told them to put the sleeper in my garage (on the same level below) and to send pros to finish the job right away.  They told me they’d have their manager call me the next day to set that up and presented me with delivery papers to sign.  I did so, and made copies, only after writing and initialing the following note on the Receiving Form:

“Couch was not delivered to house room – was left in garage unopened and uninspected.  There was also lawn damage from truck – AWK”

 If this wasn’t bad enough, things got worse as they tried to leave.  I came out with a flashlight and a camera expecting problems.   The woman was clearly not strong enough to turn the wheels of the truck and often turned them in the wrong direction.  She clearly lacked training and skill maneuvering the vehicle and refused to let the other guy take over when he asked (not that he would have done any better?).   They went back and forth and drove on many parts of my lawn.  Most frightening, they almost drove into one of my ponds and I have a picture of the tire tracks right next to the water.  The sides of the pond partially gave way (which must now be repaired) and if she hadn’t been lucky, the entire truck would have slid in if it had completely given way.  It was not until 11:47PM that they finally made it back out to Akehurst from our driveway but the problems didn’t cease.  Now, despite my protestations, they tried to back up the Akehurst elbow to go back up to Yeoho Rd.  I advised them not to do that as they risked going off a culvert into a stream which would prevent us and our neighbors from being able to get out to work the next day.  They attempted anyway and almost went off the culvert twice at which point I insisted they just back out the entire ¼ mile.  I was exhausted and just went back home to go to bed as it was after midnight.  The next day I got calls from neighbors complaining they’d been woken up by all the racket. (the diesel engine was very loud). 

I took some pictures of what transpired that night and some the next day when I realized they’d also damaged Akehurst Rd. that I am also responsible for fixing.  Some of those pics are attached to this email.  Attachment size limitations prevent me from sending them all in one email.  Moreover, be aware that we live in a valley prone to flooding.  The longer it takes to repair the damage the more damage will be done from rain as water gouges the ruts made by the truck.  I called our contractor, I and O Construction, that I have used before to fix lawn problems before   (who also built my house after the fire) but the principal (Chris Rust) is currently out of town and won’t be able to get to it until next week.  He is also expensive  for this sort of thing but I don’t have time to seek bids from other contractors now and I have guests coming for the next 2 months and I want my property looking good.

 Despite the driver’s promise, I received no calls about the incident the next day and I called Manna myself.  They told me it was Translogistix responsibility and gave me their number.  I called Translogistix and they told me they’d arrange to send at least 3 strong guys to move the sleeper and requested pics of the lawn damage which I sent.  They told me they’d contact the delivery company they’d contracted and have them call me to resolve the damages with their insurance.  Despite subsequent calls to Translogistix (mostly to Julia Boswell, some to Crystal) informing them I had not been contacted they told me that if I did not hear from that company by Thursday (7/2) that they’d release their contact info to me so I could sue them if necessary and that they’d withhold their payment.  What?!  I have to go to the trouble to sue people?  It’s bad enough my “Platinum Delivery” I paid extra for has cost me this much time and trouble already.

 After calling Translogistix again Wednesday (7/1) they said they had a truck with 3 strong guys they could send to move the sleeper but that they also had a big truck.  I told them I needed the sleeper right away so we agreed the driver would leave the truck pulled off the main road (Yeoho) and that I would pick them up to move the sleeper.  They arrived around 6PM and I picked up two guys as the 3^rd wanted to stay with the truck.  These guys did not seem much stronger and, like the first shippers, brought no  straps or moving equipment (to protected floors and walls) of any kind as I usually see professional white glove services do (as well as professional movers).  I informed them as well not to use the stainless steel and epay cable rail for support and was shocked when they banged into it hard carrying the sofa up the stairs.  It may be damaged now (it is bolted to rigid stone yet gave way when they hit it) but I need my contractor to inspect as I see no visible damage - but it seems much looser now. 

 These guys could barely lift the sleeper either and attempted to roll the sleeper end over end up the stairs but I stopped them when I saw the sleeper hit the stucco ceiling beam over my steps and that they were rubbing the sleeper and tearing the packing materials on my stone wall and the left side of the steps.  They could not seem to get a grip on the sleeper’s bottom or on anything to lift the sleeper which would have been remedied if they brought professional mover straps.  Instead, they poked their hands and fingers through the packing material to actually hold onto what I don’t know.  When I subsequently removed the packing material after they left (as instructed by Dave at Sleepers in Seattle who I called after this debacle and who told me to inspect the sleeper) I noticed several scratches and scuff marks on the leather in the vicinity of what they held onto. 

 Anyway, I could clearly see these guys couldn’t be trusted to do the job either so I stopped them after they got the sleeper in my foyer/living room and drove them back to their truck.  That’s when I called Sleepers in Seattle and spoke to Dave and he told me to write this letter explaining what happened.

 At this point I have a slightly damaged sleeper I don’t know if I even want to keep anymore blocking my entrance foyer and main living room with guests coming Saturday.  I have lots of damage, possibly in the thousands of dollars, to my lawn and my cable rail, and absolutely no trust in Manna or Translogistix to professionally solve the problem.  I need professional movers, not gross negligence and incompetence.   I need the sleeper moved right away, whether I decide to keep it and it goes into my Media Room or I don’t and I cut it up and send it to a dumpster.  So far, the only remedy I’ve been given (by Translogistix) is that “I can sue” the company they contracted for damages even though they haven’t told me who they are yet.  They told me I should just hire my own mover if I want.  I plan to get quotes today.

 I am not a lawyer but I know enough to know that  I can sue all the companies involved in this mess if I so choose.  I didn’t pick the shipper or their subcontractors.  But I don’t want that hassle of a lawsuit if that can be avoided.  I am simply putting you all on notice today that if the issue is not resolved by Saturday at 10AM (before my guests come) I will have to hire my own movers to remove the sleeper and hold you all responsible for the costs and damages.  Obviously, I don’t expect to pay for delivery and I also plan to dispute the credit card charge for the sleeper unless Sleepers in Seattle and I come to a settlement agreement by Friday 7/3/15.  Time is of the essence.

 I have attached some pictures and have more I can send/take if necessary.  I tried taking pictures of the damage to the sleeper but due to poor lighting in the present location and the cheapness of my camera it is not very apparent in pics.  It is easier to feel by hand but obviously I can’t convey that by email.   The damage is not terrible and may be repairable (I’ve had leather repair done before on high-quality leather home theatre seating but it isn’t cheap) but still not acceptable when one pays >$2000 for a new piece of fine furniture. I was also not able to turn the sleeper over so there may be other damage on the other side I can’t see.

Sincerely,

ME

THEY NEVER RESPONDED TO THIS EMAIL OR SUBSEQUENT CALLS TO FOLLOW UP UNTIL ALMOST 2 MONTHS AFTER I DISPUTED THE CHARGE ON MY CREDIT CARD BILL AND THEY DISPUTED MY DISPUTE.  Here’s what I wrote them when I found out:

On Wed, Sep 16, 2015 at 2:46 PM, ME wrote:

To Whom It May Concern at  Sleepers In Seattle:

 As you should know, we have been disputing a charge for a sofa from Sleepers in Seattle that was never properly delivered, was damaged, and significant damage was done to my yard, pond and home in the process of delivery.  The cost of repair for this damage so far is almost $1000 for my yard and pond alone not including my cable rail which has not yet been repaired (I can’t find anybody yet who can repair the metal-stone junction they damaged).  I copied my original complaint email to you from 7/2/2015 in case you need a reminder.

 Today (9/16/15), I received notice from my Chase credit card that you are disputing my dispute despite the fact that Sleepless in Seattle never returned any of my calls or emails about the problems or honored its guarantee or warranties.  Manna and Translogistix never properly followed up either.  In any event, among the papers submitted to support your fraudulent claim, is a form from Manna (“Manna Distribution Services – Home Delivery) purporting to show I accepted the delivery in good condition.  THIS DOCUMENT IS AN OBVIOUS FORGERY.  I never saw any version of this document, the signature and initials are obviously not mine, and the real delivery document I did sign (attached) clearly shows my real signature with my handwritten statement of the delivery problems.  The real delivery form  the subcontractor (NSD) hired by Translogisitx that was, in turn, hired by Manna.  I have additional emails to prove both Translogistix and Manna were aware of the damage and they left me completely hanging after promising to address the damage by phone and email (see attached email from Julia M Boswell at Translogistix.

 I am a very busy executive and was just going to swallow the damage loss to my home and trouble until I saw your fraudulent reply to Chase.  Now I am very angry and not only will I continue to dispute the charge but I am ready to take action for damages.  I am informed by my attorney that your forgery of such a document in the wrongful taking of $2139 from me constitutes a felony.  And I am prepared to report  you to the authorities. 

I need to see immediate action from you that you intend to make this right including stopping your counter dispute with Chase and paying for the damages to my property.  If not I will report you to the proper authorities, the Maryland State Attorney General’s office, and take legal action to recover my losses and damages.

 Sincerely,

ME

HERE’S THE RESPONSE THEY SENT:

Hello Andrew, 

 Thank you for the email.  We sincerely apologize for any inconvenience caused by your delivery.  We are in communication with Manna and working diligently to address your concerns.  Please reach out if you have any questions and we will be in touch shortly with further information

 Best Regards,

THEM

On Fri, Sep 18, 2015 at 11:06 AM, ME wrote:

Ted, 

I would like to resolve this amicably, but I don’t think you’re going to get much help from Manna as my discussions with them and their subcontractors have produced little but CYA.  I have a lot of documented actions I took previously that were not followed up by them or you.  So I don’t see that it will be any different this time.  In going through my files and the latest bogus documents from Manna (that I got from my CC company), I have actually discovered 3 different documents from Manna purporting to show “successful delivery” at different dates and times – none of which are signed by me and none of which agree with each other on the actual delivery dates and times.   I have pictures showing the delivery was made at night despite their documents all indicating afternoon delivery.  I have proof of this because I have a picture of the truck as it damaged my lawn.

 Frankly, I have my doubts that your company is trying to act in good faith.  Even if Manna were telling the truth, and I am certain I can prove otherwise in court if it comes to that, that would still not explain why your company never returned ANY of my emails or phone calls immediately after the delivery.  If you re-read those documents you will see I explain the whole incident and the damage and have pics of same.  Yet your company never called or wrote back to enable me to have the sofa properly delivered, returned or repaired.  You violated the terms of your own guarantee and warranty you had me sign.  Therefore, I think this will clearly support a case for you being in on this fraud as well.

 I don’t want to have to go to court and I’m willing to drop this if you reverse the dispute resolution back in my favor.  However, given my other losses (the lawn and railing damage that may end up costing over $2500 to fix) and anger over my treatment from you and Manna, you can bet I will sue as well as report you to authorities for your actions.  I will also post this experience on websites like “The RipOff Report”  and when your potential customers see your company’s name connected to this fraud when they do a Google search, I’m sure it will cost you a lot more than $2139 in lost sales.  If you think I’m just going to tire and go away, think again.  I swear to God if you and/or Manna don’t resolve this honestly soon, I will prosecute this fully and you will end up losing much more than $2139.

 Sincerely,

ME

After this there were more emails but they just kept running me in circles.  So I ecided to make good my threat and post this on the RipOff report and will also take them to Court and report them to MD Attorney General.

DO NOT BUY FROM THESE GUYS!  YOU’VE BEEN WARNED!