Complaint Review: American Signature

I ordered an entertainment center and several other pieces back in the beginning of April 2004 at our new Orlando American Signature. I spent close to $2k, not that should matter. That week, when they came to deliver the rest of the furniture, they dropped the entertainment center and weren't able to deliver it but promised I would get it the next week. I loved the rest of my furniture, sang the company's praises and waited.

I then called the day before my delivery date, as I was directed to find out what time the delivery would be and was told "oh, they didn't call you? we don't have one in the warehouse but will have one next week." So I waited.

Then I called the next week and was told my order date wasn't input in the computer, oops. Then I called the following week and had to change the delivery by one day. When I changed the day the girl didn't warn me I could "lose my place in line" for delivery. I was called back and was told guess what, yep, it would take one more week. Then was told June 5th. I spoke with a manger, Jackie, at my branch over 2 weeks ago and was promised they were "doing everything they could" and I would receive it on Saturday June 12th.

Then I'm called, no not Saturday but we can do Weds. June 16th because the manufacturer will absolutely have it in on to our warehouse. Yes, Jackie had given me a little compensation for my troubles, I was happy again & thought, oh just a little longer. I may have a week or two mixed up because just 1 more week has become the motto. Well, she's promised.

It's been over 2 months since I paid for this furniture and can't seem to gain possesion of something I bought. I love the rest of my furniture. I loved the prices. I thought the staff (& still do) are very nice people but this is totally beside the point. I WANT my furniture. I called this morning because they're supposed to deliver this Weds. I was told they'd be here between 3-6 pm by the same manager I spoke with. You couldn't measure how happy & excited I was.

Aha, now tonight, June 14th, I received a call saying actually, the manufacturer still hasn't sent it to the warehouse and it won't be here until most likely tomorrow, Tuesday, which means Weds. is too soon to receive it but they'll definately be able to deliver it on Monday. My first question was, why didn't the manager know this when I spoke to her. Well, they don't update our computers but a few times a day and she just didn't know at that point.

Well, then why was there an actual delivery time. I'm not sure. Alright, if it's in the warehouse on Tuesday (which is when it's now supposed to get there from the manufacturer) why can't I have it on Weds. Answer, it's just too soon for delivery. Ok, why not Thursday, Friday or Saturday? Nope, Monday is the soonest our delivery men can get it to you and we're not sure the manufacturer really has even sent it and you're not the only person I have to tell this to. Now why don't I believe them when I'm told absolutely next Monday? They are so nice but what does customer service count when you promise something and are lying to your customers? I have to keep arranging to have people at my house every week or ask to be off and never knowing whether this is the week I'll get it.

NO more empty promises, PLEASE! Just give me what I paid for. I've been told by friends to write the Better Business Bureau, to complain to their corporate office but how does that help me get my entertainment center? It doesn't. I've written an email and may have some very nice lip service sort of email but at this time does anyone doubt why I don't trust them?

I'm in a customer service job and hate people who complain & yell. You catch more flies with honey than vinegar that sort of thing but how can I not help but get angrier and more upset with each broken promise?

All I want is what I paid for. I'd take the floor model, send a private delivery company to go up with a truck and get me what I paid for. SOMETHING. Think outside the box.

SOMEONE PLEASE JUST HELP ME!!!

Melanie
Orlando, Florida
U.S.A.

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