Complaint Review: Kelley Furniture

We ordered our first set of bedroom furniture, was given a delivery date, then later told it was not in stock. We did not want to wait so we canceled the order. After working with Kelley Furniture, we finally decided on an alternative set which we were told would be delivered in less than two weeks. We were given an e-mail to track our order. The tracking indicated the scheduled date for pickup was between June 29th, 2005 and July 6th, 2005. The Scheduled delivery date was between July 7th and July 15th

On July 6th I e-mailed Kelley because the tracking indicated the order had not been picked up. Kelley responded the manufacture was closed for inventory until July 11th. After viewing the tracking system and seeing as of July 12th our order had still not been picked up, I e-mailed Kelley I wanted to cancel our order. Furthermore to make sure we weren't charged shipping charges I contacted the shipping company and let them know we were canceling the order.

Kelley Furniture's response was we could cancel but we would be charged a 20% restocking fee. Furthermore, they lied and tried to make us believe the items would have been delivered by the date promised had we not canceled the order with Bekins. They told us we needed to continue with the order or be charged the restocking fee. This was for a purchase over 5,000.

After speaking with Chris and Mary from Kelley furniture several times (this is Tuesday), not wanting to have to pay the outrageous restocking fee, we finally agreed to proceed with the delivery on the condition a delivery date was provided the following day (Wednesday), which they did not do, and on Thursday their e-mail said we would get a better delivery date on Monday. On Friday, absolutely frustrated, I e-mailed them again, stating I wanted to cancel this order based on the fact that 1. Our furniture was not delivered and 2. We did not have a delivery date.

We were then told if we canceled we would be charged restocking fees and shipping fees and if we disputed our credit card they would begin collections process and so that our credit report would have negative marks.

I am in absolute frustration, but because of this feel we have no other choice but to continue with this order. No where in Kelley Furniture's process is there notification for the consumer to know when a "restocking fee' has been incurred. So now we are stuck with ordering furniture with an unknown delivery date. In addition, the communications have been completely rude. Who knows what would have happened if I had not seen where they were originally shipping the furniture to - our old address. We probably would have had to pay for that too.

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Stephens City, Virginia
U.S.A.