Horrific experience with Coricraft

<p>When buying a piece of furniture from Coricraft, one expects not only good quality, but also good service. I received the opposite of good service in my recent experience with their warehouse, and unfortunately there is no short version of the story. We bought a couch from them which was supposed to be delivered on Friday, 2 December. But by that morning, no one had called to let us know when the delivery would be made. So we phoned the warehouse. However, there seemed to be some confusion as to the location of our couch and whether or not it had been delivered. We spent the entire morning on the phone, spent hours on hold, and eventually couldn't even get through to anyone who could give us clarity. We continued to try throughout the weekend, with no success. What made this particularly frustrating was that my partner and I had just moved into our first place that weekend, and this was supposed to be our first couch. So after days of moving and hauling and unpacking, we didn't have a comfortable place to just sit and relax. But we tried to be understanding as we know that these things happen sometimes. On the Monday, I called back. The gentleman told me that he had been off since Friday, but that he would look into it and get back to me. By that afternoon, there was still no response from him. So I called again, and again was told he would call me back - which he did not. Eventually I got into touch with the customer relationship manager, who told me she would look into it and assured me she would phone me back. Suffice it to say, this did not happen. So the following afternoon, I called again, and was informed that she had handed the matter down to someone to look into. Clearly this did not work. After looking into my order on the system, she told me they could deliver the couch that week so we scheduled for Thursday the 8th. Thursday morning came and I called in to find out what time they would deliver so that I could make sure to be there at the time. To my disappointment, the gentleman with whom I had spoken previously informed me that our couch would not in fact be delivered that day as they could not locate it at the warehouse and the couch was lost. Therefore, they would need to make a new one, which would take a minimum of 2 weeks. But that's not all. The fabric we had chosen was discontinued. So we now had to choose a fabric which we did not initially want (because if we had wanted a different fabric, we would have chosen it in the first place). If they had told me that they had lost my couch to begin with, I would have been fine with it because things happen. The fact of the matter is that I had to chase them for almost a week, just to be told that they LOST my couch. I had to spend hours on the phone, constantly getting told they would call me back (which they never did), and then was still told they could deliver it that week when it was nowhere to be found. Were they actually lying just to get me off their case? Because that is how it appeared. By this point I was upset and I wanted to know why I was misled. The customer relationship manager finally called me back, apologising for the whole mess. She offered me a discount on my purchase as compensation and asked that I send through my banking details. She said that she would have a look at what she could do for me and get back to me (a phrase I had heard all too often from them). So I went into their nearest branch to select a new fabric and filled in a refund form. I figured I'd give them the chance to somehow make this terrible experience a little bit better. It has now been a week, and that woman has never called back to tell me how I would be compensated, and it seems that the whole matter has been forgotten on their part as I have received no feedback whatsoever. I feel that this entire situation has been entirely mismanaged by everyone involved and we have been messed around at every turn. I really thought I could expect the best from a brand like Coricraft but I have been extremely disappointed. So I think that people should know what they are setting themselves up for when ordering a couch from them. </p>