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Complaint Details

Wickes Furniture

Posted byBeverly Fierro 
Organization / Product Details
Organization Name
Wickes Furniture
Organization e-Mail 
Product/Service DescriptionSofa and Loveseat
Warranty StatusUnder Warranty.
Complaint Details
Reason for ComplaintCustomer Service 
Complaint Rating9(in a scale of 1 to 10)
Name of the Company EmployeeMichelle, Xavier 
Complaint Details

On the 2nd of January, 2006, I began calling customer service to tell them that the sofa set was defective. The loveseat came unraveled at the top seam and has a 12" gap with filling exposed, other threads about to unravel. The sofa has one cushion seat with lighter, discolored fabric, the cushion seat and back are buckled with bad wrinkling of the fabric. The seat is about 1 and a half inches lower thsn the adjoining seat cushion due to the collapse of filling. In spite of leaving repeated messages for customer service to return my call (always got a voice message)they never did, so I went to the Pasadena, Ca. store to request assistance. The store clerk, Myrna, said she promised I would hear from them within 24 hours. I had to call her after 24 hours lapsed to tell her there was still no call from customer service. They finally called on the 10th, and told me I could not get a technician out to make a report until the 26th. They said the technician would report his findings and the matter would be resolved within 3 days. When I did not receive a call confirming the appointment, I called the store again and was told it was for the 27th, not the 26th. A technician did arrive on the 27th, took pictures and said it was obviously defective merchandise abd that it would be resolved in 4-5 days. When 5 days elapsed and I heard nothing, I called customer service again and spoke with Michelle. She told me I should have been told 7 to 10 days, not 4 to 5. She promised me she would have an answer for me within 24 hours. This was on February 2, 2006. I heard nothing. On February 4, 2006 I went to the Pasadena store and spoke with Xavier, who said he was the store manager. He told me he d have it resolved by Monday, February 6, 2006 at 1:00 pm. No response. I called Xavier twice that day, he told me he had emailed customer service twice and got no response, but would not be in the store again until the 9th, and would work on it then. I told him it was not acceptable. My husband called him back to request the contact name of a person at corporate level. He claimed he did not have a name but we could call the store on the 7th and ask Kelly for a name. Meanwhile I have badly defective merchandise on display in my living room with no resolution. I was told they would not refund, only exchange. I told them I did not want more poorly made furniture.  

Solution of your complaintRefund. Immediate.  
ActionIf necessary, I will go to small claims court and contact the local investigative news reporter for Channel 4, 9 and 11, as they feature consumer complaints. This would alert the public not to be victims of this companys poor management.  
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