Furious - Customer Service - Heads will roll - Prayers please

[MsBinky]

[font="Verdana, Geneva, Arial, Sans-serif"]So, in 2006 I moved into my appartment with only a lil wooden futon, some clothes, and a set of dishes. I was working (my arse off) two jobs in order to pay for the appartment and get some furniture. [/font]
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[font="Verdana, Geneva, Arial, Sans-serif"]One day, I decide, ok the fiance is on his way in, it might be time for a proper bed (for those of you who don't know - he's in a wheelchair as he suffers from muscular dystrophy). I walk into this big store (which i so unfortunately cannot name due to public defamatory laws or I would so ruin their name by now)and see that they have a 24 monthly payment/low interestplan when you buy the whole kit that makes up a bed (I hadn't realized it was so complicated til then). So I set off with the store clerk and blah blah blah, have to approve for the store credit card to qualify for the plan. Fine. I apply. I am approved (I did say i was working my butt off). So anywho, it totals 1265$ and then it starts... For the delivery, it is 50$ and I have to take a day off work because they don't deliver in time slots, it's something crazyfrom like 7am to 9pm. Meanwhile, my fiance and I spot a futon online (same comany)for my mother-in-law and he makes the purchase, again, same delivery thing. So, of course it is impossible to schedule them on the same day so i take a day off for each. [/font]
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[font="Verdana, Geneva, Arial, Sans-serif"]First the bed comes in. Woohoo, my first time with brand new matresses ever and after sleeping in a crappy futon that was being slowly covered with mold, I was overjoyed and proud. I start assembling it all on my own and finally put the errr fake matress (ah box something!) and what do I see... They sent me a frame for a queen-sized bed and not a double... I double check to see if it is adjustable, nope. Call the store. Of course "I'm sorry m'am, it's backorder and we cannot have it for another 2-3 weeks." *Picture fumes coming from ears* Ok fine, let's stay cool. Wake up at 3:30am for work, trip in the frame fall flat on my face. Walk into the bedroom, bang my leg against the frame (which had no protective caps at the ends btw), tear a hole in my jeans, have a nice bleeding scratch. By this time I have called this frame every nasty name in the book and less than gracefully disassemble it. Now I have a problem, I cannot leave the mattress on the floor because of the mold...[/font]
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[font="Verdana, Geneva, Arial, Sans-serif"]Buuuuuuuuut it gets better. I wait alllllll day for the futon.... Nothing. No phone call, no truck, no nothing. Okay... At this point, I am already annoyed with the company. i call the number on the site... [/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"I'm sorry, we cannot help you. Try the office in Montreal." [/font]
[font="Verdana, Geneva, Arial, Sans-serif"]Call Montreal. "I'm sorry, it's an online purchase m'am, use the number on the site."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"I just did."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Do it again." Click[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]Call online number.[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"M'am you just called and you were told to call Montreal."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"I just did and they told me to call you!"[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Well no. Call them back and tell them we told you to call them as we cannot help."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]Call Montreal.[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"What?! Well we cannot help you! Try the warehouse. Maybe it was shipped to the wrong one."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]Closed. ARGGGGGGGGGH. Next day, call the warehouse. (this is from work on my cell now)[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"What futon? Call the store to get such and such a number."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]Call the store. Call warehouse.[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Nope, don't know what that is sorry. Call such and such a guy at such and such a time."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]Waits, and calls this guy at this time.[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Oh it was damaged and had to be returned."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Ah and the local phone callwould have been too expensive right?"[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Not our policy though it would have been nice."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"So when is the futon coming?"[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"No idea m'am, I cannot help you. It's the store now who has to reorder, send it to us and we deliver. You'll need to call the store back."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]Call the store. Closed. Next day, call again:[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Hmmm sorry m'am, we have none and we cannot find the purchase in our history."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Excuse me?! Are you seriously THAT incompetent?!"[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"M'am no need to get mad. We are doing everything we can."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"It took 3 days of me running around to find out where this futon went."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"M'am it's not my fault."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Ok that's it pass me the supervisor"[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]Supervisor comes. [/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"I'm sorry m'am, like my employee said, we cannot help you. You need to call the online number."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]By this time, I very calmly stated that since they had started charging the credit card and still had not rectified their error, it would go further than a phone call.[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"M'am you will need to call the head person (don't remember the word) at the headquarters. This is the number."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]Call. No answer. Call back next day.Ispeak tothe biggest witch ever.[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"I don't have it, I cannot help you. We don't know. The transaction will be cancelled and you can be on your merry way. Have a great day thank you buh bye." Click.[/font]
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[font="Verdana, Geneva, Arial, Sans-serif"]Mad as &%! % heck, I call the store and DEMAND a full reimbursement on the bed as well, telling them that there is NO way I will encourage this company. [/font]
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[font="Verdana, Geneva, Arial, Sans-serif"]"I'm sorry, you will need to speak to so and so."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Put him on and fast."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"He's not here."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Then find someone."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"There is no one else. Please call back tomorrow at such and such an hour."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]Call back.[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Oh I am sorry you feel that way. You do know that we can get the frame to you in a few weeks right? And we won't charge delivery for the frame because of all the trouble.."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Excuse me?! You were going to charge ME to deliver the right frame to me?!"[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Well m'am gas is expensive and..."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"REIMBURSE THE CREDIT CARD NOW ANDCOME PICK UP YOUR CRAP I DO NOT WANT IT IN MY HOUSE!"[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Alright m'am. It's done."[/font]
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[font="Verdana, Geneva, Arial, Sans-serif"]It was perfectly wrapped and organized when the man picked up.[/font]
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[font="Verdana, Geneva, Arial, Sans-serif"]"Wow, I wish all our clients were so careful."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"I wanted to make sure it wouldn't come back. Where do I sign?"[/font]
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[font="Verdana, Geneva, Arial, Sans-serif"]No bed, no futon. Mario couldn't come with his mother, neither could sleep on the floor. I was beyong mad. (Later we postponed for another unrelated reason but I mean, come on!)[/font]
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[font="Verdana, Geneva, Arial, Sans-serif"]I called Visa, got preapproved for a limit, went to another store, paid 300$ less, and had the whole kit delivered free of charge within 3 days. And the salesperson was absolutely shocked at my story because I had to explain why I drilled them the way I did about their policies. [/font]
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[font="Verdana, Geneva, Arial, Sans-serif"]What do I find out the following month??? They did not void the transaction. No, instead, they left the transaction and are reimbursin it as payments. 40$ at a time on a 1265$ bed. :shockurchased in MAY 2006 and still not reimbursed :shock:I kept the credit card, as proof, that it was never activated, never signed. It has the sticker on it and everything.[/font]
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[font="Verdana, Geneva, Arial, Sans-serif"]Yesterday... I get my statement... Omg. They are charging me 131.44$ for I dunno what. I'm furious but calmly tell myself to handle this with dignity.[/font]
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[font="Verdana, Geneva, Arial, Sans-serif"]Call credit central.[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"May I know what this charge is please?"[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Sorry m'am i can only go back 12 months so I cannot help you. You'll need to call the store."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Look, I swear to you, if I call there and they tell me that they cannot help me and I need to call you back, I will pull a freaking fit."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"No m'am, it's their responsibility."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Ha. Name please. You ought to choose who you represent more wisely. Have a nice day."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]Call store.[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"M'am I cannot help you, you need to call credit central."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"Excuse me young lady (with every bit of sarcasm possible) I just spoke to Richard from credit central who told me to call you so how about you two get on the phone, communicate, and make sure that the client's question is answered since you work for the same!&*$@ company."[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]"M'am you really don't get it do you? It's a problem with the credit card not the store. how am I supposed to help you out?"[/font]
[font="Verdana, Geneva, Arial, Sans-serif"]I explain to her that that is not how customer service should be and while I am doing so she puts me on hold. I picture myself with a few voodoo dolls doing awful mean things to the whole lot of them. She comes back on the phone, and tells me to meet the supervisor at the store tomorrow. All this to find out what the charge is in the first place...[/font]
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[font="Verdana, Geneva, Arial, Sans-serif"]So in 6 hours, I will be at this store, with my witness (my friendwho was there when they picked up, when i bought, who saw the size, etc - also necessary to keep me from going to prison) and every single receipt I have, including the one from the other store that proves I had to buy elsewhere. They had better, and I mean better, get their act straight later on or I am taking them to small claims and I will slaughter their name. And he had better not be off on lunch break because I will track him down.[/font]
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[font="Verdana, Geneva, Arial, Sans-serif"]I have a feeling I will be escorted by security later, but either way, I am not paying a single penny for their %!$!@ incompetence. And THAT my friends, is incompetence if I ever saw it.[/font]
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[font="Verdana, Geneva, Arial, Sans-serif"]2006-2008 and still now resolved..[/font]
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Please pray I stay sane and don't actually injure someone because these business men wear ties, and these ties are perfect to grab and wrap around their necks and drag around :biggrin2:
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[SweetPeasMommie]

OH MY GOODNESS. I so hate it when they are not on the same page. Been there and done that.

I told them I ain't paying your fees so looks like you won't get a payment. They used to harass us on the phone all day and every day. No we do not have 1 dolla to add on, No we just paid 30 dollars yesterday, well maam if you pay one more dollar we will leave you alone.

Ring ring, husband answers this time, no maam she is sitting right here all p&*%^& off at you and the company, if you keep calling I will have an attorney on the phone suing for harassment. An hour later ring ring, husband calls with a fake voice, hello, is mrs. so and so there. Yes sir and she is not picking up, well sir we need to speak to her about a payment. Well sir this is so and so attorney, and if you make one more phone call you and your company will be in court. Well sir I will direct you to the supervisor, resolved the problem right there. They never got our payment until 3 yrs later with the full amount. lol

I really hope you get this resolved and you come hope happy.

 

[mouse_chalk]

Omg Ms Binky, what a story!!!

I HATE companies who think that they can just take people's money and then treat customers like that... It really makes me sick- it's daylight robbery!!

:tantrum:

So best of luck today at the store, if it were me I would REFUSE to leave until they refund the money! Don't let them win!!!

Jen xx

 

[MsBinky]

Hugs to you both for being brave enough to read all that :biggrin2:Lol.

Oh i am trying to stay calm. Lucky for them, very lucky for them, the Mr. just told me he is coming back very soon :biggrin2:

 

[trailsend]

Oh my... Well I want to tell you try and stay sane and not strange anyone, but I don't know that I'd be able to do that! I HATE when these things happen, been there before several times, although this is outrageous. Talk about taking advantage. Make sure you kick them in the rear and get this taken care of, this is totally unacceptable. I'm sorry you have to deal with it at all - it shouldn't have happened that way!

 

[JadeIcing]

Ask me about the call I just made. If you do strangle them (which I hope you don't) squeeze alittle harder for the rest of us.

 

[MsBinky]

Well I could not sleep this morning so I waited til the officies opened and I called the Consumer Protection Office. Ooooh they were not happy about the monthly reimbursments... They referred me to the Credit protection thingy (anyway not the right name but sheesh these official names are long) and it was a whole big thing about the monthly reimbursements.

Either way, I was armed with enough info to blatantly tell them that this was a lost cause to them and they were better off cancelling everything.

So I show up there, expecting an older, arrogant man and I am surprised whena young good-looking guy shows up. Very polite, friendly, etc. Now I know why he has the job So I was all calm and explained it in a friendly way since he was listening to me. Well it turns out that he got upset with the credit card company, and made a phone call and dealt with them.

In the end it turns out that they had refunded the full amounts but they kept the monthly payments as if I were paying them as well and they had also made a mistake about the totals. So apparently, the credit card company was letting me pay something non existent (though I didn't actually pay a dime) My credit card was in the negative? Lol. Well, that's how easy it was to understand the monthly statement...

So anywho, it's cleared, I owe nothing. I just need to wait til my statement comes in and confirm with the director that it was entirely cleared. He even gave me his direct cell number so no more running around.

I's very happy and relieved. :biggrin2:What a mess though.

 

[SweetPeasMommie]

MsBinky wrote:

Well I could not sleep this morning so I waited til the officies opened and I called the Consumer Protection Office. Ooooh they were not happy about the monthly reimbursments... They referred me to the Credit protection thingy (anyway not the right name but sheesh these official names are long) and it was a whole big thing about the monthly reimbursements.

Either way, I was armed with enough info to blatantly tell them that this was a lost cause to them and they were better off cancelling everything.

So I show up there, expecting an older, arrogant man and I am surprised whena young good-looking guy shows up. Very polite, friendly, etc. Now I know why he has the job So I was all calm and explained it in a friendly way since he was listening to me. Well it turns out that he got upset with the credit card company, and made a phone call and dealt with them.

In the end it turns out that they had refunded the full amounts but they kept the monthly payments as if I were paying them as well and they had also made a mistake about the totals. So apparently, the credit card company was letting me pay something non existent (though I didn't actually pay a dime) My credit card was in the negative? Lol. Well, that's how easy it was to understand the monthly statement...

So anywho, it's cleared, I owe nothing. I just need to wait til my statement comes in and confirm with the director that it was entirely cleared. He even gave me his direct cell number so no more running around.

I's very happy and relieved. :biggrin2:What a mess though.

inkelepht:inkbouce: Yay I hope it shows blank on the statement. I am glad this guy helped you nicely. Yay grab yourself a wine cooler and partay

 

[tundrakatiebean]

Holy poop what a horrible story :shock:I'm glad it was all sorted out (as of now) and good ridence to that company!

 

[PixieStixxxx]

Omg, what a story!

I'm glad everything is ok now, and I hope that this company could better apply themselves.

 

[mouse_chalk]

Wow, after all this time, it's resolved like that!

Anyway, I'm so glad it's sorted for you now! Must be a weight off your mind!

Jen xx

 

[MsBinky]

Definitely!

I'm glad that I didn't need to huff and puff. I just don't have the energy for that now. Lol.

Ty everyone :biggrin2: