Hecht's furniture store Ballston Common Mall, Arlington, VA - This is possibly the worst customer service experience I have ever had. The salesperson at this location has been great; it's the people who I have to deal with in the customer service departme

Hecht's furniture store Ballston Common Mall, Arlington, VA - This is possibly the worst customer service experience I have ever had. The salesperson at this location has been great; it's the people who I have to deal with in the customer service department.

Hecht's furniture store Ballston Common Mall, Arlington, VA

This is possibly the worst customer service experience I have ever had. The salesperson at this location has been great; it's the people who I have to deal with in the customer service department.

I received a phone call the day before my furniture was to arrive. The lady gave me a three hour window to which my furniture was due to arrive. I told her it would be impossible to receive it during those hours because my new building makes tenants reserve the freight elevator and I had reserved another time. I specifically told the salesperson this and he made a note of it on the computer. The customer service rep basically said it wasn't their problem. I then asked, "Who do I call to cancel my order?" to which she responded that I'd have to talk to the salesperson on that matter. Finally I said, "Ok, I'll take the furniture but can they call me before they arrive so I know when to come down?" She then snapped at me and gave me a speech about how the movers have about thirty deliveries per day and didn't have time to call every person at every location, you get the picture. I then calmly said, "Look, I am just asking what the correct protocol is. How do I know they have arrived?" She said that they'd go to the front desk and notify me. Basically, she was worthless.

The furniture for some reason made it during the time I had reserved the freight elevator. That went smoothly except for the fact that my sofa would not fit through the front door. I sent it back and went across the street to order a new one. Days later, I was scheduled to have surgery so I signed a release form with my leasing office for the movers to be able to come up to the apartment while I was gone. I find out later that the movers came and didn't bother going to the front desk. Now, I thought that was the protocol, according to the first lady I spoke with? They left me with the message, Sorry we missed you!

Onve again I had to deal with these ridiculous customer service people. I reserved the elevator again but it was only available after five pm. I asked the lady if they delivered past five. She said she didn't know and put me on hold and then came back on line. "They put me on hold," she said and then added that she was sure it'd be on my ticket! In other words she was too lazy to follow through. Mind you, I just had surgery that day and explained to the lady that it would be awfully helpful to know what time my furniture was arriving so that I wouldn't be out of it on painkillers. Having a complete lack of empathy, she still refused to follow through. FINALLY, I called again and spoke to someone else. She guaranteed that my furniture would be there during the allotted time.

Well, guess what? I receive a phone call at eight am telling me the movers were downstairs! I had just taken a painkiller and was about to rest when I received the news. I could not believe it and almost swear that those people do this stuff on purpose. Call me crazy but I can't believe how rude and insensitive these people are. I have sent my couch back and will not be ordering from this store, EVER AGAIN. By far, the worst customer service. I imagine that these people are working from a warehouse and have no concept of the right way of dealing with people because no one is watching over them.

Signed,

Gia Van B

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