Living Spaces - Gilbert

Reviews 3

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Adam Borgia

I should start by saying that at the store location, and on the store floor, everyone Ive ever met during my multiple visits has been extremely kind and helpful. The selection is usually good and varied, with prices and styles varying so that it can appeal to multiple types of customers. Unfortunately, this is where the compliments stop. Once you purchase an item, it seems that most follow-through and professionalism stops. Ive purchased an item in the past, and the experience was OK, if not unremarkable. This most recent purchase was a specialty order, meaning it would come from the manufacturer with my selected fabric, etc. At time of purchase, I was told that technically it could range from 2-5 weeks, but that the majority of these kinds of orders were taking 3 weeks, and so I should be able to expect it to arrive in that time frame. After not hearing anything at the four week mark, I called and was told that it had not yet shipped, and was reminded it could take up to the five weeks, and that they had no further information to give me, but that they could try to reach out to the manufacturer and give me an ETA. Fair enough, though not was I was hoping for. After another week of not hearing anything, I stopped in to the store to speak to the customer service department about the order. They once again told me that it was still showing no status update, but that they could still reach out to the manufacturer and see if they had an estimated shipping date. This time however, I was told that these orders actually can take up to six weeks, something that was clearly NOT stated at time of purchase. Disappointing, but not much else to be done. Yet another week passes by, with the six-week mark passing. I call to see if there has been any more information (since it seems the previous statements made by them about their ability to try and contact the manufacturer either never happened or they simply chose to not relay anything to me). I was told that the item had shipped and would be arriving in their back area the next day, and to call back at that time to arrange a quick delivery date. I do as instructed, calling back the next day, only to be told that the item had in fact not arrived and they showed no status as to when it would actually show up. I was then told that even once it did arrive, they could take 24-48 hours to notify me. Excuse me? Why is every new piece of information related to a purchase shared a bit at a time, instead of all upfront, and why all the inconsistency? At the time of this writing, it is now close to the fourth day AFTER the original scheduled arrival at their store location, and I STILL have not been contacted whatsoever. This is now the 7th week after purchase with nothing to show. In summation, every promise made at time of purchase has proven to be false, along with every proposed "assistance" during the wait time. No follow-up. No level of professionalism expected from an established company, particularly on an order of this price. No sincere attempts to communicate, even though they clearly can draw conclusions at my growing frustration over these last several weeks. I can only draw my own conclusion as this: that they have little respect for customer service, and that their main focus is only on making sales, with no responsibility taken after the fact. They have my money, but I still dont have my item. My expectations for the actual delivery of the item (whenever that happens) are currently rock bottom. I cannot foresee there ever being future purchases at the store, let alone this company. And with other family members experiencing similar experiences on their purchases here, there will be no referrals coming from us. Their team members may be nice, their products reasonable, but whats the point when you have to slog through this kind of "service" after the fact? Best to look somewhere else folks.

TR

Tristen Boyte

WORST SERVICE EVER. My girlfriend and I purchased a couch and paid the extra 100 dollars to have the couch delivered. When the delivery drivers showed up with the couch, they said we needed to sign a waiver saying that the company was not liable for any damage done to the couch during delivery. When we said we did not want to sign the waiver, the driver laughed, said okay, got back into his truck and drove away. We then called the store to ask about this ridiculous policy, and was given the run around, from not one, but two customer service representatives. We then decided to drive to the store and see if we could talk to a manager. We were able to talk to a woman named Anastasia, who was the only person who was even willing to try to figure out a solution for us. I told her that I was willing to move the couch into the apartment if the drivers wanted to just bring the couch to the apartment. She explained to us that by their company policy, the drivers had to make sure the couch was in the home before the delivery was considered "complete." She also explained that the drivers were not allowed to bring the couch into the home without the waiver being signed. We told her that the driver never told us any of this, that he just said okay and left, even though we were still on the phone with the store. We told her that if we could get the couch delivered by the end of the day, we would go ahead and sign the waiver. She then had to call over a manager to try to schedule another delivery appointment. We then explained to the manager, named Chris, our situation. He said we could schedule another delivery, but since we refused the first delivery, we would have to pay another 100 dollar delivery fee. We told him that we never told the driver that we refused the couch, or that the driver never fully explained their store policy about the waiver. Chris then laughed at us and said that he didnt believe that the driver would not explain that they couldnt finish the delivery without the waiver being signed, basically calling us liars. At this point we were beyond fed up with this and asked for a full refund. Chris then said that he could refund the cost of the couch, but we would still have to pay the original delivery fee, because the drivers had drove to our house, even though the couch was NEVER taken out of the delivery truck, and after the first lady said a delivery isnt considered complete until the furniture is in the home. After another few minutes, they finally refunded us in full. Long story short, this company basically has a clause that says that their delivery drivers can completely trash your furniture, but the company isnt at fault. And after dealing with a delivery driver, two over the phone customer service representatives, and two in store employees, only ONE person seemed as though they were trying to figure out any sort of solution. Honestly the worst customer service Ive ever experienced.

JE

Jen McKenzie

Terrible customer service and follow up... (this is long but please read entire thing if considering purchasing from them.) I purchased an adjustable base and mattress both were delivered around 2pm, upon delivery one of the bases (2 twins to make the King) did not work, the delivery driver said some one would be out that day with the box to fix it and I would be getting a phone call. I waited until 6pm hearing nothing I called back in, talked to someone who said they would get the part on an emergency order and I would have it between 6pm and Midnight but typically it isnt anywhere near midnight. As I had taken time off of work that day for the delivery waiting seemed like the best choice, so I waited up till Midnight NOBODY CAME.... Then I called in the morning talked to Sean. (Who then told me I needed to send pictures so that they could put the part on order, when I informed him the delivery driver had taken pictures and shown me when he submitted the case) he immediately back peddled and went oh yeah I see a parts order was created at 9:19am this morning. Still no explanation on why the guy did not show up the 6 hours I waited for him the previous day. When I asked to talk to his supervisor he informed me they were all busy and that someone would call me back and that he would have to let me go because basically he was there alone there was no one else at their corporate that could assist me. (Forgive me by this time I had given up on people calling me back or even showing up). So I stalled until Marissa came on (Seans supervisor) she basically informed me that someone should have came between 6pm and midnight but didnt and she would figure it out and call me back.... She called back roughly 40 minutes later, she let me know 1. There was none of the part they needed (black box on the bottom) so I would have to wait 5-7 days for it to be shipped from California, 2. My option was to switch adjustable bases but they didnt have the same style so I would have to pick something else and pay the difference. I went so those are my only 2 options (wait more then a week or pick something pay the difference and still wait the 2+ days it would take them to deliver it? Mean while the entire time I am just baffled because I have been lied to about pictures being taken, deliveries that didnt happen, and no one once said we will make sure to make this right NOT ONCE. They made me feel like it was my fault my problem and that whatever resolution they could come up with would be likely a week out of fixing it for me. Still waiting on some type of resolution.... DO NOT TAKE THE CHANCE and shop somewhere else. I oversee operations for 50+ distribution locations. I can safely tell you the way this was handled still boogles my mind.