Jax430
Hi!
Member since 5/05 18919 total posts
Name:
Jackie
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My horrible Fortunoff's Delivery Experience - LONG!
On Saturday between 10 and 2, we were expecting delivery and assembly of a 4-piece wall unit that we ordered from Fortunoff 8 weeks ago.
The delivery people did come on time, but that's where the good experience ends. When the lead guy came to the door, I showed him where the furniture was going. He looked at me and said, "you know we're just delivering it, not putting it together, right?" From there proceeded a 10-15 minute argument, involving me calling customer service, the representative telling me that they were definitely supposed to put it together, me putting her on the phone with him to tell him that, and him eventually hanging up on her while he was on hold!!!
The whole time, he was complaining that he had to leave to make other deliveries, and I was yelling at him and telling him that he had to stay and figure this out. He told us that the company had told him that they were just delivering it and that then we were supposed to call a rapid response number to have the furniture assembled. I told him that we were told something different, and he needed to stay to have it resolved.
After he hung up on the service rep, my DH basically told him to get out of our house. The guy wanted to take the furniture, b/c DH wouldn't sign, but we needed them to leave it b/c we were having a huge housewarming party on Sunday, and one way or another, needed the wall unit assembled and ready. So, DH signed with a big X. After about 30 seconds, the delivery guy rang the doorbell and demanded that DH sign. DH signed b/c we needed them to leave the furniture.
Needless to say, I was LIVID! Anyone who knows me knows that I am not very assertive or confrontational, but I was screaming at this guys!
Right after they left, the very nice customer service rep called back and said that they were definitely supposed to put it together. She was shocked that they left, and told me she would get someone to come back and do it. She called back about 45 minutes later to say that the same team of guys would be back later in the day, but she didn't know what time. We were not happy about having the same guys back, but like I said, we needed this done.
After an hour and a half, I called customer service back to see if I could get a more definitive timeframe in which they were returning, b/c we had errands to run. She told me they'd be back between 4 and 6.
DH and I quickly went to the supermarket, then I dropped him off at 4, and continued running other errands. He called me to tell me that he got a call from Fortunoff's corporate office saying that those guys were NOT coming back to put the furniture together because they DON'T KNOW HOW!!! They go on to say that they can send someone on Sunday. This went on and on for awhile, and the best they could do was between 9 and 10 Sunday morning. I was having a house full of people at noon! So, DH told them not to bother, and he and his dad put it together late Saturday night. We have to call the corporate office back today, b/c we are now supposed to get 1/3 of the cost of our furniture refunded to us.
The wall unit looks great, and DH and his dad did a great job, but we had such unnecessary aggravation and stress, along with an extra huge project to do the night before I was having 70+ people for an open house! 
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leese
Sarge!
Member since 5/05 1965 total posts
Name:
Leese
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Re: My horrible Fortunoff's Delivery Experience - LONG!
Fortunoff's customer service used to be phenomenal.
Last year, the chairs to my dining set that I had purchased the year before started breaking. I was barely under the "year" warranty and they walked me through it and ended up replacing the chairs. They also would have replaced my entire set (table and hutch) but because it was an inexpensive set (good deal), even with the 10% discount, it wouldn't had been enough to cover a new set. So, I decided to just get the chairs replaced and I ended up getting a great deal on new chairs and got two additional for free. So I was really happy.
This year I go to buy another hutch and it took them forever to get it to us -- and customer service was horrible in telling us information. I ended up canceling and didn't get as much as a "I'm sorry" about it.
Definitely ride them on this one until you get what you want!
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