Carson Pirie Scott, Schaumburg, IL late delivery, poor service

Poor Customer Svc- Carson Pirie Scott

Furniture, Other

From:

Date: Wednesday, November 28, 2001 08:47 PM Sent To: Email User 11/28/01 8:47:49 PM Dear Janine, I am writing you today, as I am in tears over a recent occurence with Carson Pirie Scott Furniture Gallery located in Schaumburg, Illinois. (Location # 127). I ordered a sectional that was on sale back in August of this year. My original reservation number was 1875286, my revised reservation number is 1888949. At first I was told that my delivery date would be early November, which was totally acceptable, as I had planned on getting the interior of my home painted, and wanted to do this before the delivery of the couch. I then called Carsons around September 27, spoke with the sales rep DOUGLAS FICK, (associate #

177931) and asked if I could change the chaise to be on the other side of the sectional. He said this was possible, and that it would delay the delivery of my sectional until late November. At this time, he required a 25% deposit on my sectional, since I was asking for a special order. I happily complied. I was told that he would be contacting me to inform me of the delivery date close to the end of November. Since I hadn't heard from him, I decided to call last Saturday, November 24th. I was told that DOUGLAS FICK was on vacation, and I spoke with the manager of the day ANGIE, who informed me that delivery would not be until December 14th, and I had asked her why I wasn't called by my sales rep to be informed of this change. She apoligized and said that she would call me on Monday, November

26th, to find out why there was a delay in the delivery of my furniture, since she could not get a hold of the manufacturer on the weekend. Well, Monday, November 26th came and went, without a call from ANGIE, the manager. Today is Wednesday, November 28th. It is 6:45 pm. I called ANGIE, to again determine why there was a delay, and express my unhappiness at this neglect from DOUGLAS FICK as well as her. She then proceeded to tell me that delivery for this piece of furniture would not arrive at their warehouse until December 14th,

and I would not expect delivery to my home until a week after...so now I am looking at furniture arriving 4 days before Christmas. Please tell me what customer wants to have furniture delivered and their house

all in disarray 4 days before Christmas.... Let me just briefly summarize the time-line of this order... August 27th - original order -estimated delivery November 10. September 27th - revised order - estimated delivery date late November. Actual delivery date to my home - December 21. So when you add up number of days from inception of order to actual delivery, we are talking about 117 days! That is almost 33% of one year! Even if I was to start from the revised date of September 27th, that is 86 days, which equates to 12.5 weeks. I was quoted that this order would take 6- 8 weeks for delivery....

Needless to say I have cancelled this order. I am now hoping that ANGIE doesn't forget to credit my credit card for the $400.00 that was charged to my account on September 27th. Since it appears that forgetfulness and neglect seem to be a problem with the two employees that I have dealt with at this store, I can only hope that I am not forced to once again call and remind them to take care of me. In light of the fact that there is a recession going on in this country, that since September 11th consumer purchases have dropped dramatically, people have been laid off from their jobs, I would have thought that any pending order would of been handled with care and consideration. I would have also thought that if there was going to be an additional delay to my delivery date, that the sales rep would have been considerate enough to call me and inform me of the delay. Obviously this was not the case. This just makes me believe two facts with regards to dealing with this store, and the two employees that I had interfaced with: 1- They do not care about the customer, once the sale has been made.

2- This store must be doing VERY well to be able to throw away a $2000.00 order. Just a suggestion....there are a lot of people out of work, you may want to consider that when you look at this store's profit and loss statement. Sincerely,

Tracy Hughes Original reservation number : 1875286

Reservation date: 08-27-2001

Call by date: 11-10-2001 Revised reservation # 1888949.

Revised delivery date - End of November.

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