order # 67874
We ordered the Neilsson TV stand but the wrong one was sent to us( claim #167199 on Dec 7th). At first we were told that the tv stand is out of stock and we can use the wrong tv stand in the meantime, since we were hosting and need a tv stand for our tv. Then we were told we can't use it because they found our tv stand and will ship to us. We asked for the wrong tv stand to be picked up but were told cannot be done due to holidays. I personally work in the shipping department and understand getting a truck could be a little tricky around christmas but not impossible. The agent said that the item will not be picked up, and has no idea when it could be picked up. We cannot move it to our basement due to its size and weight. So we have this big box sitting in our living room while our guests mingle. Of course our guests notice the huge box and unfortunately, we have nothing good to say about our experience.
First, since we have already taken a day off to wait for the first (should have been only) delivery we cannot afford to take another day off, and we shouldn’t have to since it was not our mistake. We asked the customer rep if Rove Concept will pay for the weekend delivery fee or pay for warehouse holding fees so that we can choose a delivery date that is reasonable and suitable for us. The answer was NO, so we were forced to take an extra vacation day to wait for the TV stand, which should have been delivered the first time. I do not understand why the customer is being penalized for Rove Concept’s mistake, that is not how a customer should be treated.
Second, the rep promised on Dec 9th to get back to us on the new delivery date/ tracking number. We did not hear from him until we followed up with him ourselves on Dec 13th . The shipment was picked up from the warehouse on Dec 8th per the tracking number, not sure why he never informed us earlier, hence, giving us very little time to request day off.
Third, while assembling the tv stand, we noticed for one of the legs, the two holes were not pre-drilled like the 3 other corners of the frame, so we cannot assemble the TV stand. We had to go out and rent a drill to drill the holes to assemble the leg. If you require, we have photos to proof.
We are first time customers, and was hoping to be a repeat customer since we just moved into a new place that requires more furnishing. Unfortunately, this was by far the worst experience we had with online purchasing, and I am asking to be compensated by refunding the shipping charges of $199.00 for all the inconveniences caused by this frustrating ordeal. We have posed this question twice with the customer rep, and he ignored our question both times. So if Rove Concept do not compensate their customers for their own mistake, please reply and let us know, do not ignore the question.