Arrow Furniture

James: Store Manager
Re: Order # B31821

To Whom It May Concern:

On March 11, 2008 went to your store in Brampton (Queen St.) I purchased a dining room set (order # B21821), which was delivered on Saturday March 15, 2008. I am writing this letter to voice my total dissatisfaction with your product and service! My experience at your store was very pleasant the sales person dealt with me in a total professional manner…but neglected to inform me that the setup of the furniture would be a separate charge. What he asked me to do was initial the delivery slip and no time was I informed that I was declining the setup. I was then informed that my delivery would take place in the afternoon. The truck did not show up until 6:00pm. The deliverymen then informed me that I had initialized the delivery slip stating that I had waived the setup. As a single female living alone I would never have agreed to such terms, had I been correctly informed that the setup would incur an additional charge I would have gladly paid for it! To make matters worst when I started to assemble the table with the help of my father (who is the one that recommended that I purchase the table from your store), we found that one of the bags of screws/washer/bolts had been ripped and half of it’s contents missing. In fact I even found some washers later in the elevator in my condo! I then noticed that the tabletop was flawed it had eight raised spots visible where the screws that had bolted the table insert. On Monday March 17, 2008, I went to your store to advised the management of the situation, at that time I was told that I would have to contact the service center directly to file a complaint on my issue! I was very upset and informed the assistant manager to cancel my order and remove the table from my condo, she informed me that I would still have to contact the service department. This is an asinine policy! Here it is I have purchased goods that I have not used and it is my responsibility to book an appointment with your service department! And further I would have to wait upwards of 3-4 days before being contacted when someone can be scheduled to come and look at the table and then make a decision what is to be done! This is unacceptable! I have purchase from other major furniture outlet and have never gotten such poor service! At this point I want to have my money refunded and that table/chairs remove from my condo ASAP! I will purchase no more goods from your store or will I ever recommend anyone to purchase anything from your company. I am sorry for the people at the Brampton store because everyone there has treated me in a kind and professional manner…it is not their fault the head office has an idiotic policy. Almost two weeks later I am still stuck with a defective table and chair and no resolution….

Very Frustrated Customer,

Annette Melhado