4 years ago
We ordered 2 couches on January 1, 2018. We were ...
We ordered 2 couches on January 1, 2018. We were told the couches would be delivered within 6 weeks, and likely before due to how many were already in the warehouse (over 200 as told by our sales rep). Today is April 4th and our last couch was just delivered. Throughout those 3 months we experienced horrible customer service, terrible communication, and even worse follow-up. We asked multiple times for someone in management or upper management to call us to discuss the delay in delivery date and we always had to keep calling back in order to get anyone on the phone. We paid in full at the time of sale and only after the last couch was delivered did someone from upper management (Jamie) call us, at which time she was unhelpful and unsympathetic. We strongly feel we were taken advantage of because we paid in full, so Gustafson s was not concerned with handling us as important customers because they already had our money. This post is not to complain about a delay in delivery time it is to make people aware of their horrendous customer service. We were referred to this store by a long time customer of Gustafson s and neither of us will do business with them again.
David,
Thank you for replying. I believe it is expectation that furniture gets delivered in perfect condition especially when it costs someone over $5000 and they paid you in full for it 3 months prior. The issue was that this furniture came way past its expected delivery date and we as the customer had to be the one to continuously follow-up to see what was going on each week. We called multiple times before we could ever get someone to call us back and even when we finally got someone on the phone there was no clear communication as to what the delivery date would be or where the couch was. Over the last month of waiting for the final piece of furniture we asked for an Executive team member to call us and this did not happen until after the last piece of furniture arrived so she could conveniently reiterate that now we had our furniture so everything should be fine. The waived out of town delivery fee you speak of was sold to us before we made our purchase by your sales rep as she knew how hesitant we were to even want to wait 4-6 weeks for our furniture. In the end we waited 14 weeks for our furniture, experienced very poor communication and never once were offered anything to make of for this large inconvenience.