Failure to deliver furniture as scheduled. Failure to compensate for this inconvenience as suggested by the Pittsburg Store where order was placed,
I got a call on April 25th at 2:22PM from (XXX)XXX-XXXX which is the number to delivery department to schedule us for Thursday that week, the 28th. I asked for a Saturday delivery, the person on the phone said that May 7th is the next Saturday delivery. May 7th is another week away so I said I'd contact my husband to see if he's okay with it. My husband happened to be on a conference call which I didn't know about it right away, but because I had to call the delivery department right back, at 2:26PM, I texted him. Good thing I texted him because then I have it as a proof that May 7th, Saturday was the date given to me to consider. Anyways, I finally got to talk to him at 3:33PM, we both decided it is best to wait till May 7th so at 3:34PM that day, I called (XXX)XXX-XXXX for the confirmation. It was another person who picked up the phone but we still got the Saturday, May 7th schedule regardless.
On May 4th, I received a voice message from (XXX)XXX-XXXX by the name of Richard regarding the Saturday delivery. Another call was received later that day but no day/date was ever mentioned in the voice message as far as when they're looking to deliver the sofa set. On May 5th, there was a call from (XXX)XXX-XXXX, to confirm a Friday, May 6th delivery. I told the person we are not expecting a Friday delivery. Saturday is what we have agreed on. Saturday, May 7th is what I have on my calendar. May 7th is what I texted to my husband as suggested to me by the person I spoke with on April 25th at 2:22PM, and which was confirmed with me by the next person I spoke with at 3:34PM on same day. It was never for a Friday. It was never for May 6th. The person then told me he will discuss it with the manager and will call me sometime probably late that night. I was firm telling him to make it happen, to make the May 7th delivery happen because that's what was confirmed on April 25th. I didn't receive a call that night anyway.
Yesterday, May 6th, I got a call from (XXX)XXX-XXXX advising me of a delivery that he said was scheduled for yesterday. Of course, I told him that we are not anticipating a Friday delivery. I called both (XXX)XXX-XXXX and (XXX)XXX-XXXX right away but neither number picked up my call. I had my husband call the Pittsburg store to give his card number to cover hauling away of the old furniture and to assist us with the Saturday delivery that we had it scheduled for. Even the store knew about the Saturday delivery.
On May 7th, the day of the supposed delivery, I called (XXX)XXX-XXXX. It was the manager (delivery) on the phone. I learned from the Pittsburg store that his name is Richard (last name, Hernandez). This guy certainly does not have the qualities of an effective manager, not even quick to apologize for the mess his team has created. Nor admitted that someone lied abut the situation. He insisted that it was a miscommunication and or misunderstanding but definitely no one in his team he said lied about the situation.
This is a very simple scenario, what could possibly complicate it that misunderstanding and or miscommunication can ever occur? How did I learn about the Saturday, May 7th availability if it wasn't provided to me? How could it be that that was what I texted to my husband if that's not what was given to me? What would be the point of arranging the delivery schedule and getting it confirmed for the incorrect day and date? That would be useless and pointless, right? Why can't and why won't the manager not even consider that his staff made a terrible mistake of giving me the May 7th availability only for them to later had to change schedule because somebody realized the scheduling got messed up by them, and then hoping it wouldn't create a slightest issue at all? They changed the date without even telling us, not acknowledging there was a scheduling error. The lady at the store where we bought the set said she'd have the manager consider an account credit given to us.
With all the waiting, frustration having to deal with the delivery department's management team, we want an account credit/billing adjustment. We did not feel our business being valued by the delivery staff at this company's warehouse.
The lady at the store said she'd have the store manager, perhaps Francisco, the sales person who took our order of the sofa set, to extend us account credit. It's been a month and we have not realized that account credit. I called the store on May 23rd and left a message to call me back in reference to the credit but they haven't returned my call to date.
The company could review the dates and times I mentioned here with regards to the calls made to our contact number, and the times I called them. If they record their customer service calls, everything I said on here would be proven truthful. And if they do record calls for staff development purposes, then they will be able to review how the tone in every phone was made.