AMERICAN SIGNATURE FURNITURE

unknown

I recently purchased a condo in Florida. Three weeks prior to my week stay at the condo so I could furnish and work on the condo, I ordered bedroom furniture. The delivery date was set for a Thursday while I was at the condo. There are two parts to this - sales and delivery. Delivery warehouse gets an F. I called two days in advance to confirm the delivery. I reached the appropriate delivery department and the woman on the phone line confirmed my delivery for Thursday. She said they would call Wednesday evening with a delivery time window. I had not received a call by Thursday morning so I called to get a delivery time window. This time the woman said I wasn't scheduled for delivery because they don't deliver to my area on Thursday, only on Tuesday! I was leaving on sunday so I only had the remaining thursday, Friday and Saturday for delivery. She said there was a not that someone was supposed to have called me, but no one ever bothered to call and reschedule. I could have accepted a delivery earlier in the week on Tuesday. She said they absolutely couldn't deliver on any day except Tuesday. They refused to deliver it before I left town, they refused to correct their mistake but wanted me to find someone else to accept the delivery after I left (I don't know anyone plus what if it was the wrong items). They were unbending and took no responsibility for their mistake. They also gave no explanation for the mistake. Fortunately I was coming back in a few weeks, but otherwise I would not get my furniture at all. Sales gets an A-. The next day I went to the furniture store to talk to the sales person. He was shocked and said he can only schedule delivery on dates the computer accepts. His manager tried to get them to deliver the items, but again the delivery warehouse refused him too. i learned that the delivery department changed their delivery route between the time of my order and the original delivery date. The next day I learned from the sales department that the delivery department changed their delivery route between the time of my order and the original delivery date. Delivery, not sales, made the mistake. Sales however, try to make things right. They made sure my delivery charges were refunded. They provided me a discount on the items I purchased and they gave me a discount on an additional item I wanted for the bedroom set. They were extremely apologetic and tried to do what they could to make it right. We will see if i get my furniture in mid-June. Clearly the sales people understand the importance of their customer to their livelihood. The delivery and warehouse departments came across as having no accountability to the customer or customer satisfaction. I will only deal with this company because of the sales people.