Mark Markwardt

Review of Greenville HD

Had a Loom & Leaf mattress delivered by HD Auston ...

Had a Loom & Leaf mattress delivered by HD Auston (Loom & Leaf's pick, not mine). Delivery guys were fine, they brought it in the house and removed the old one without any problems. However, they arrived in the pouring rain and would have walked all over our white carpeting with their wet shoes had I not provided an old towel at the doorway and insisted they use it. That was minor but am mentioning it as Loom & Leaf advertises their product delivery service to be "white glove delivery!" Ha! Other than that, delivery guys were courteous and accommodating. Major issue I had is with their scheduler. He called afternoon before to advise a delivery window of between 12 and 4. I said I had a lunch meeting scheduled for the day of delivery and asked if they could they make the delivery late in the window of time offered rather than earlier as I did not wish to cancel the meeting. No, they absolutely could not do that. Their scheduler assured me delivery would likely occur early in that window, probably within the 12 to 12:30 time frame. He acted like there was absolutely no choice in matter. Delivery guys actually showed up at 5:15 pm! To say the least, not thrilled with sitting around waiting for 5 hours for them to show up. I called scheduler to find out what went wrong but he had left for the day. Three days later he called back. Said not his fault, he has no control. Not even the slightest of an apology was offered. Additional later note: the scheduler's supervisor called me the next day and apologized. He investigated, said the rain and a longer than expected delivery at a customer put them way behind that afternoon. Said he is taking steps for future to ensure customers are advised promptly when they won't be able to make the initial delivery indication. He tried to make it right and I appreciated that response.