She Just Wanted A New Bed To Sleep In • 05.17.08
My mother has had the same bedroom set of furniture since Bill Clinton took office for his first term. She recently finally decided that she had enough money to buy a new set. She was further motivated to make the change by redecorating the master bedroom with a new color of paint and carpet after sleeping amongst the same vomit-inducing shade of mint green for the past ten years. This redecorating was completed almost four months ago, so I inquired this morning about how the new furniture was treating her and my stepfather.
After waiting for three months for the set to be delivered, it finally came this past Tuesday. Everything that could possibly go wrong with this process did. First, they said that they would be delivering the set on Monday, so my stepfather took the entire day off of work in order to grant access to the house. The company called at 6pm to say that they wouldn’t be able to make it that day and would come on Tuesday. So my mother had to take Tuesday off and wait around. Knowing that neither she nor my stepdad would be capable of transporting the furniture from a truck outside to their bedroom inside, my mother opted to pay extra for the delivery service that will move the pieces right into the room, unpack them and assemble if necessary.
So of course when the truck finally does show up, there is one rather scrawny man accompanying the furniture who unloads the pieces onto the driveway and starts to bid my mother adieu. She stops him, my mother can be rather demanding when necessary as several years of living under her rule has taught me, and fights with him to bring the furniture inside. Obviously, she feels bad that the guy has to do it himself but it’s really not her problem that the company only sent one mover. After about half an hour of back and forth, the guy finally agrees to move the furniture into the house (no doubt after hearing about my mother’s painful health issues).
After inspecting the furniture, my mother realizes why the guy wanted to leave as quickly as possible. Every single piece was damaged in some way. Some of the pieces have scratch marks and dents that were probably made in transit, which while unfortunate is not exactly the manufacturers’ fault, but some of the pieces were defective from seemingly “shoddy workmanship” (her words, not mine). One of the bedside table’s paint does not match the rest of the set and some of the dresser drawers do not close all the way. The mirror on the headboard is cracked. You get the picture.
Now my mother is trying to figure out how to complain about this awful service and either receive a repair, or a new finished and pristine set of furniture. She hasn’t gotten far in her search as she found the company online and can’t find a working set of contact information.
Apparently, she tried to check out the company before she purchased the furntiure. She found glowing reviews online and believed the company’s claim of a 99% satisfaction rate. There were no complaints filed against the company with the Better Business Bureau. She thought she had found a good deal and would get her money’s worth.
I know she shoulders part of the blame here for this disaster, but I can’t help wondering how many other people have been scammed in a similar manner. Shouldn’t there be a better way of keeping track of online companies that fail their clients?
As much as I hate the annoying TV commercials, when it comes time for me to furnish my own apartment, I am going to a physical store and interacting with a human being face to face before I hand over any cash.


