Kelly Roper
Google
We placed our original furniture order on May 26, 2024, and over a year later, we are still dealing with unresolved issues, miscommunication, and unacceptable delays. The level of disorganization and lack of accountability has been beyond frustrating.
Here is a not-so-brief recap:
Dec 19, 2024: Our order arrived damaged. The Show Wood Chair and Couch were returned immediately. The Carlo Chair and Ottoman were reported the same day.
Brandy was assigned as our case manager. On Jan 15, 2025, I called her, and she couldn’t even see all the items in the system. She told me to call customer service. Provided the wrong phone number and I had to google the correct number. Customer service sent me right back to her. This back-and-forth wasted hours of my time.
Jan 22: I called again. I was told to expect an update by Feb 19—which never came.
Jan 31: I followed up with Brandy. She said someone named Michael at "the Hub" was handling it. I was given his number and last name (Alvarev). Neither Michael nor Brandy ever followed up.
Apr 1: After months of silence, I called again and spent over an hour on the phone with Valerie. She was the first person to take my case seriously. She discovered no order or repair case had ever been created for the DeKalb Sofa. If I hadn’t called, no one was going to inform me that we wouldn’t be receiving the couch and would not be refunded.
A refund was finally processed on Apr 3, nearly ten months after our original order.
After receiving the refund, we placed an order for a 2nd couch.
Sat, June 21st the delivery truck arrived at 10:30am and did not have our sofa and no one could provide us when we would receive one. The is the 2nd sofa to be lost in a year!
Additionally, the in-store process is unnecessarily complicated. We’ve worked with wonderful staff like Lori and Heather, but even they lack the authority to resolve simple billing issues. We paid full price upfront and had to jump through hoops for a refund that should’ve been automatically issued.
To sum it up:
They had our money for almost a year.
We never received a major piece of our order.
We received ZERO proactive communication.
We had to fight for the 1st refund that should’ve been initiated by them.
I followed up today, a week after the latest failed delivery and the couch did not pass quality inspection, has now been discontinued so it can't be remade and I'm awaiting another refund.
