Home Decor Liquidators

Description of Work: Friday, September 14th I purchased a bedroom furniture set. Chris, the store manager was very helpful on the phone. He even arranged for same day delivery; which cost me an additional $150 for the delivery company to come out to Warrenton. The delivery men did NOT wait for me to inspect the items, they took the box off the large dresser and left. After they left I removed the night stand and mirror from their boxes and inspected all items. I found a crack in the front apron area of the dresser and immediately sent photos to Chris via e-mail. He had not responded, so 2 days later on Sunday I sent him another e-mail. Here is the e-mail exchange between us: Michele, Sorry I did not get back to you sooner. I did receive the pictures, and I do apologize that the product was damaged. I am going to contact the delivery crew to schedule a re-delivery of a new dresser. I'm not sure what day they will be able to come back out, but we will get a new dresser out to you. I will personally inspect it before it leaves my store. Thank you for your patience. Chris Wheat General Sales Manager Home Decor Liquidators 5570 General Washington Dr Alexandria, VA 22312 Phone: (703) 750-5448Fax: (703) 750-0399 From: Michele Mason <.......................................> To: chriswheathdl@yahoo.com Sent: Sunday, September 16, 2012 6:38 PM Subject: Dresser Hi Chris, Did you get the dresser photos I sent Friday? Michele Mason ************************************************************************************************************************* I sent Chris 2 more e-mails over the next 2 weeks and did not get a response, so I called him. He was very rude and would not let me finish talking. He kept interrupting me, until he finally hung up. He told me I would have to pay for delivery of an undamaged dresser OR wait for free delivery until the delivery company had another delivery near me, which could take 2 weeks or 2 months!! He thought I was asking for too much when I explained to him that I initially paid $150 delivery for UNdamaged furniture and I should not have to wait so long for a re-delivery, nor should I have to pay AGAIN for delivery!! I called their corporate office and left a voice mail on a Friday and they returned my call the following Monday. They referred me to the District Manager, Nick, which they said Chris should have done also, but Chris never mentioned any other manager to me! I spoke to Nick who was very nice on the phone and was very willing to correct the issue. He said he will personally inspect a dresser and have it sent out to me at no charge. The delivery men showed up, I think 2 days later, and were very nice. BUT, this time I made them wait for me to inspect it. I showed them a section of the dresser on the right side near the back corner where the wood had been chipped away and the stain was stripped off, showing pale unstained wood, against a very dark dresser!! One man said they must have missed that because it was near the back on the side, and the other man said they would tell Nick to send me a $50 refund for having to repair the damage. I agreed. I did not hear from Nick 2 days later, so I called him. Nick was not so nice this conversation!! He acted as if he did not believe me and wanted me to send him a photo to prove it!! I told him I had temporarily stained over the unstained wood to make it match the rest of the dresser, just to make it at least match until I was able to patch the scraped/chipped off wood with wood filler, then stain it again. I told him he would not be able to see it in a cell phone pic because it matched in color now, even though it still needed to be patched and restained again. I got so fed up with Nick that I told him to just forget it and I would never recommend his company to anyone!! Nick did tell me that one of the delivery men told him that there was just a scratch on the wood. I called the delivery man and made it clear to him that he saw with his own eyes that the wood was chipped/scraped and not stained! He agreed and said he would send me the $50 refund but I told him that was not his responsibility, that Chris and/or Nick should do that, and I told him not to send me the $50 but I thanked him for his offer. Chris was only nice to me when making a sale and Nick was only nice when he was trying to be the good guy, but when it came down to both of them standing by their companies products, they were both HORRIBLE!!! I received TWO damaged dressers from their company and more stress than I needed dealing with them!! They BOTH need customer service classes ans should NOT be in management!!