Buyer Beware. First sign of trouble—The Bedroom Shop (TBS) demand--pay before offloading the goods. That way the customer owns the problems and the company pockets the money worry free.
After payment, they proceeded to gouge my wall delivering the loveseat. Numerous phone calls over multiple days and an email including a description of the damage and photos went unanswered. I would have had more success trying to contact the dead.
Five days later (including weekend), after no response, I did the repairs and painted the wall myself. Shortly thereafter, Sarah, the Customer Service Manager called. I told her I could not wait indefinitely for a TBS response, and I already repaired the wall earlier in the day.
She asked what TBS could do to compensate me for their damage and my expenditures and repair efforts. I suggested TBS delete $100 from my bill and refund it to my credit card. I told her I did not want a gift certificate. I was not asking for a favour. I wanted compensation for damages caused by their sloppy work.
She indicated it seemed a reasonable request, but she needed the owner’s agreement. She would get back to me quickly, but true to form, I received no response.
More emails and phone calls only resulted in more dead silence.
Finally, 12 days (8 days excluding weekends) after damaging my home the customer service manager called back. The owner would only provide $100 gift certificate. Why anyone would accept a gift certificate from this company is beyond me. They have nothing worth buying for $100. Anything you buy over $100 means TBS makes even more profits from your misfortune caused by their company. Crazy. I declined the gift certificate.
She told me because I repaired the wall they never had an opportunity to see the damage in person. How long did TBS expect me to wait for a simple acknowledgement that they were dealing with my problem? Is this the great TBS customer service?
She already saw the photos before our first conversation. The issue of me repairing the wall was never an issue during our original conversation. Now they needed to see the damage personally. More obfuscation. What did they expect to see that the photos did not show? If seeing the wall was so critical why did she wait so long to contact me? I only repaired the wall because it was obvious service was of no concern to TBS. I had given up hope of a reply and needed to get on with my life. Am I the bad guy here?
Also, she said she could have found a contractor who could do the work for less than a hundred dollars. Right. Paint costs $25-30 plus tax. What quality of painter would spend a few hours travelling to my house, repairing a wall, and matching the paint with the rest of the wall for that price? If they cannot deliver furniture properly, which is their job, could not provide a timely response, why should I trust them to provide a skilled painter for less than $100? They are worried about saving nickels and dimes when the issue is they damaged my home, inconvenienced me, and could not care less.
They also ignore the fact that I would have had to arrange a time for the painter to come and wait around until he finished. Obviously, TBS puts no value on customer time and inconvenience.
Maybe their motto should be service ends with payment for the goods.
The best service this company could offer the public would be to go bankrupt.
If you want a company with incompetent delivery and phantom customer service this company is for you. Personally, I will never deal with them again.
In addition to my original posting, I need to reply to your glib Company Response and state the real facts. You seem to be stating “alternate facts” like Donald Trump.
1) I did not have a small “scuff”. I had two “scuffs” which required sanding and repainting to keep the finish the same as the rest of the wall. I had one gouge that required drywall compound. After waiting for it to dry, it required sanding. Then I painted the area of the wall where they were located. This was part of a larger wall. As anyone versed in painting knows, I needed to paint a large enough area with colour matched paint so the damage caused by your delivery people would not show, and the damaged area would blend with the remaining wall and not look like some cheap patch job.
2) You never offered me a painter because, as I stated, I waited 5 days before your customer service person even bothered to respond to my numerous phone calls and email. By that time, I repaired the damage myself because I gave up even expecting a call. I had better things to do than wait around indefinitely for your person to do me the favour of responding to my many requests for service. Your customer service person knew I repaired the wall the first time I spoke to her. Why would you offer a painter after I already told you I repaired the damage myself?
3) You state the job could be done in 20 minutes. That shows how little you know about painting. You just assumed you could slap any old paint onto the damaged area and you are done. This is my home. I expect the damaged wall to look as close as possible to what it did before your people damaged it. Something not possible if you hired someone to do the job in twenty minutes.
4) I never asked for $100. I had already written your company off before she called.
Your person asked me, after I told her she was too late and I already repaired the damage, what would be appropriate compensation to make amends for your damage. I said a $100 credit would offset my expenses and time and would show me your good faith response after the delay in even responding to my many requests for service. She said it was a reasonable request, but she needed the owner’s approval first. The eight days had nothing to do with the time it takes for a busy painter to come over to do the repairs. The further delay was waiting for the owner to decide if he would authorize the $100 dollars reimbursement.
5) You do not think I am treating you fairly. Start with real facts. Trivializing my damages and falsely stating this repair could have been done in 20 minutes is ludicrous. Is this your definition of responsible customer service?
6) What is not fair is the fact you wrote this post defending your actions after you inconvenienced me so much, and not once did you even apologize for damaging my home. Let me remind you, I am the victim, not you.
I posted my comments in HomeStars so other potential customers could understand my shopping experience with your company. After this dialogue they now have both sets of “facts” about my experience. I will leave it to them to judge which most accurately reflects the truth. I never wanted $100 or a gift certificate. I wanted some service on a timely basis. I will not deal with your company again.