Review Time
Easy sale in store with competent salesperson. Delivery as expected. Assembly technicians discovered WRONG items delivered. They advised me to call the store. Initially no assistance available at store where I purchased furniture in person. I was advised by receptionist to pursue the issue with Customer Support which is a ‘totally separate department’. Left with an empty bedroom and a living room clogged with unassembled furniture. Update: Auto email response from Customer Support advising 3 business day wait. We reverted to the store and sales assistant appreciated the frustration and assisted. Practical and useful customer support was provided when real people got involved. Formal company process for issue resolution is alienating and frustrating. My day has been wasted. Will update once the issue is finally resolved. In response to EZ living reply posted below. Facts to correct. The WRONG items were delivered. In fact another customer’s name is on one of the packages. All items were left in the living room by arrangement: delivery yesterday, assembly today. We unfortunately do not have multiple rooms to house large deliveries and needed to be able to sleep in our bedroom last night which was (and remains) fully empty when the assembly technicians arrived this morning. THE SPACE HAS NO BEARING ON THE MISTAKE WITH THE DELIVERY. I was told in a phone call that removal of incorrect delivery, delivery of correct items and assembly will happen tomorrow. The emails and ill-informed response posted here are not helpful. Day 3: Excellent service from assembly technicians this morning. While my initial 2-star review on TP may have prompted a wave of responses from EZL thus drowning mine on TP I would prefer that the immediate response when I contacted the store had not been to redirect me to an anonymous ‘customer care’ number and or email. The individual staff in store, over the phone and at my home all demonstrate that the human resource is the best one. Mistakes happen, all it took to resolve it was someone taking responsibility to do so. Automated replies, insincere email apologies, and a misdirecting reply posted on TP about my home being the issue served to augment the negative experience.
We dealt with Jennifer when we went to the store. We were super fussy and asked about 100 questions and she didnt mind at all. She was great and showed us exactly what we wanted. Super friendly and knew a lot about the products.
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