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Linders Furniture Made the Sales, Took My Money But NEVER Delivered then Refused Cancellation!!! Garden Grove, Laguna Hills California
I've read other complaints against this company, and boy do I wish I'd seen them before giving Linders my business! On October 2, I tried to order a bedroom set via the internet. Their site was not the best and I was not able to get my order through.
I then contacted the Laguna store and spoke with a salesperson named Bryon. Wanting my business, in a very friendly and accomodating manner he took my order, with the promise that delivery would be 6-8 weeks and that I would be statused on my order throughout this time period. I paid 50% of the balance. Did any statusing occur? Of course not! I heard nothing from anyone until the end of November about there being delays, and that they expect delivery some time in December.
Two weeks go by and still having heard nothing, I called to ask about my furniture, hoping I would have them before Christmas. I was told by the corporate office that they have some of my order and I can arrange for delivery but would have to pay additional fees. I called Bryon and was informed that, oh yeah, by the way, where you live we only deliver once a month on the 3rd Thursday. Was I ever informed of this? No! But Bryon did say that he would look into it and would get right back to me.
Another 2 weeks go by and I still haven't heard, I called to cancel because I had just enough of their extremely poor customer service. You see, I don't like to pay for goods and services that I actually will never receive or will receive in a very untimely manner. So I called the store, and after having to leave all kinds of messages for the store manager (as he's the only authority to grant that cancellation), I get really no response to speak of from him.
Some more time goes by and after several more calls, I'm finally able to speak with him. It was then that I was informed that one piece of my set is special order and therefore I'm obligated to accept it. Of course, I was never informed of this by our friendly and accomodating Bryon. Mr. Manager basically said, too bad but there's nothing he can do about it. Ok, so now I'm upset. I would like to get my furniture, but after my experience with such a vendor, I don't wish to give them my business.
So they tell me that I can't cancel the whole set and have to accept a piece of the set...My options: continue to allow them to hold onto to my $1000+ deposit then pay the other $1000+ with the promise that I will get my furniture (which after months I've yet to see!) or cancel what I can and have 1 piece of furniture from the set I had wanted. Either way, I'm forced to give them some of my business.
I called my credit card company and since it's been over 60 days (during which period I'm happy as clam and excited to be getting my new furniture -- or so I thought), I can't dispute the charge (but I haven't given up hope yet). I filed with Better Business Bureau. Apparently, they aren't reviewed too favorably there (F!). Unfortunately for me, all this grief was from not checking with the BBB sites. I would never step foot into that place again and will spread the word as much as I can about it to anyone who's even thinking about going there for furniture. I will show them complaints from this site, among others.
What recourse do I have? Take them to court? I will defintely continue to pursue this issue. How can they think business will go on as usual if this is how they treat customers. What is it about them not being able to deliver? I work in Logistics and Distribution. Maybe they need to get someone who knows how to get product from vendor/warehouse/distribution to CUSTOMER! I thought the 'Buyer Beware' business motto went out way before the turn of the century, as any enlightened (or not) marketing person can tell you.
I would defintely choose a more reputable national chain versus Linders, which is unfortunate because I'd always prefer to support local businesses...
E.N.
Inland Empire, California
U.S.A.
2 Updates & Rebuttals
M
Rancho Santa Margarita,California,
U.S.A.
Linders' sales culture stinks!
#3Consumer Comment
Fri, February 11, 2005
I had a bad experience with Linders - Laguna Hills also. I bought furniture that they should have had in stock, but didn't. The salesperson assured me that they expected a new shipment in soon. I was given an actual delivery date and was told that someone would call me before the day. The date came and went, no furniture and no calls. I finally had to call the salesperson and was told that I needed to call the warehouse to get a status on my delivery. I guess to them, customer service ends the second you sign your receipt. My purchase was given a delivery date 3 weeks after the initial date. It was again delayed for another month beyond that. I was fed up and cancelled my order, which thankfully they finally refunded (although, I had to call several times to "remind" them to refund me). This store seems not to operate on repeat business because their customer service is the worst I've encountered.
I made an online purchase for a dining set from a business in Nevada. It too was delayed due to the LA dock strikes, but I was notified several times of the delay and when I called to cancel, they cheerfully offered a discount for the inconvenience, which I declined. I got my refund from that web business quickly and painlessly. It's not web or mail order that's the problem, it's Linders specifically.
I agree with Doc that it would be great to buy furniture cash in hand with a truck to haul it away. However, I can understand that it would be time-consuming to search out a store that has the furniture you want, on hand. Most stores only display the popular sellers, not necessarily the style that you personally prefer.
Doc
Healdsburg,California,
U.S.A.
Why buy mail order?
#3Consumer Suggestion
Thu, February 10, 2005
Problems with companies delaying untilt he magic number 60 days is up so you can no longer dispute the charges on your credit card.
Why not, or next time, go to a local store and buy furniture and get a friend with a truck to help you get it delivered. That way you pay and have the furniture not the broken promises.
For now, go down there in persona with a truck and the paperwork, and insist that they give you what you ordered or pick out something similar with a similar price and take it home. BBB and other agencies are flooded with complaints and are not useful here. Next time buy local, and cash and carry. I did this with all my furniture and have never had a problem.