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Feb
20
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Terrible Services Give Customers Horrible Exp
Respected sir/madam,
1) On Saturday, February 11th, 2012, my husband and I went out to shop for a new mattress. We stopped by at the furniture store named Furniture Mattress Direct located at 1991 RUSSEL AVE, SANTA CLARA, CA 95054. We met Mr. Cuong at the store who showed us what we were looking for. We finally found the mattress that we liked and paid it in full by a Bank Of America check # 1487? We were told by Mr. Cuong that he would call and follow-up with us on Thursday, February 16th, 2012 to confirm the time of Saturday February 18th, 2012 delivery. He further assured us that he would be able to deliver the mattress earlier than that Saturday.\r\n2) We did not hear from Mr. Cuong on Thursday, February 16th, 2012. On the evening of Friday, February 17th, 2012, I called Mr. Cuong at 6:14 PM and spoke with Mr. Cuong. I was asking him why he didn\\\\t call us on Thursday to confirm Saturday delivery time. His response was that the mattress was not available because of the holiday\\\\s delay; that was why he didn\\\\t call. At any case, he assured that the mattress still will be delivered on Saturday, February 18th, between 5 and 7 PM.\r\n3) On the morning of Saturday, February 18th, we were trying to clear the master bedroom in preparation for the new mattress delivery between the hours of 5 and 7 PM.\r\n4) At about 4:48PM on Saturday February 18th, I called, spoke and requested with Mr. Cuong that he gave me a call before he left the warehouse so that my husband can be home and help out, and Mr. Cuong again, said yes and that he will definitely call within about 30 minutes.\r\n5) At about 5:42PM on Saturday February 18th, I received a missed call. I called back immediately after the time of the missed call; the phone ring and was picked up, and then was disconnected. I called it back again; it rang, was picked up, and was disconnected again. I called once more at 5:43PM, there was a man on the phone saying that they could not deliver the mattress today as promised because his workers had picked up the wrong mattress at the warehouse. It was late; the warehouse was closed; there was nothing he could do; we need to wait until Monday to \\\"hear\\\" from him. I said, \\\"This is very inconvenient for our family because we have been preparing the master bedroom to receive the new mattress, and we have been waiting for this new mattress. Let me talk to my husband and I will call you back.\\\"\r\n6) At about 5:52 PM on Saturday February 18th, I called my husband to inform him about the issue, and I called the store back to have a 3-way conference call. Mr. Cuong picked up the phone this time. My husband tried to understand more about the issue and tried to see how things can be worked out. Mr. Cuong told us that there was no mattress to deliver and that we have to wait for him to call us back on Monday, and was very rude to us. Then, he finally communicated truthfully that we have to wait as sometimes most people have to wait for HIM FOR 2 months to have a mattress. After hearing this, we have had a serious issue with this extended delay as I expected to have this new mattress being setup in our emptied room at the time this conversation. Thus, we did not like what we were hearing. Trying to resolve the issue, my husband asked, \\\"What are the options available for us?\\\" Mr. Cuong responded, \\\"Wait for the mattress to be delivered or get your money back.\\\" Evaluating the unsatisfactory situation, my husband opted to choose to get our money back. Then, Mr. Cuong took back his words by indicating that \\\"You can\\\\t do that! You can\\\\t cancel the order!\\\" Then, he began referring the fine-prints (see attachment) in the order of 30% restocking fees and indicating that if we bring this case to court, we will lose the case … Mr. Cuong said that we can do anything we want to do in court as he will win the case. My husband and I realized that we were dealing with a scam artist rather a legitimate business entity.\r\n7) We were and are still extremely disappointed as this was truly a horrible experience. The experience imposed horrendous stresses and anxieties on our already busy and demanding lives. We didn\\\\t spend our valuable time to hunt for a new mattress to sleep on, liked what we saw, paid it all in full, emptied our bedroom to prepare to receive our new bed. In return, Furniture Mattress Direct failed to keep its promise to deliver our bed, we ended up sleeping on the floor with potentially resolving this case in court.\r\n8) From the Furniture Mattress Direct\\\\s slogan, \\\"SONNY\\\\S MY NAME, LOW PRICES AND GREAT SERVICES IS MY GAME!\\\" It is the con-artist game this company is playing. Its ethical values must be re-evaluated; its illegal fine-prints of STORE POLICY AND CONDITIONS OF SALE must be re-examined, and its business license must revoked to stop its infection being spread to other customers.\r\nIf you have any question in regarding this complaint, please contact us via emails or at the contact cell numbers below:\r\nBest Regards,\r\nLily: 408-476-4445\r\nMD: 408-506-1339
Post by LilyMD
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