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About a year and a half ago my husband and I bought two bedroom sets for our kids. One a trundle bed for our twin daughter's room. We picked up the bed and when we opened the packages there were pieces missing, I contacted the store letting them know that we were missing pieces to the bed. Well to make a long story short after talking to three sales associates, and one manager they couldn't find what piece was missing from the bed. I went to the floor where there was a sample of the bed and took a catalog with all the pieces of the funiture in it up to the store manager.
He looked at it and ordered a part (which was an extra cost) and told me this was the piece I was missing. Took it home and it wasn't the piece, after reviewing the catalog in detail I noticed I had all the pieces, just not the hardware. I went back to the store and returned the piece the manager sold me and let them know I was only missing the hardware. Then they pulled the same trundle I ordered from the wherehouse in the back and noticed the hardware was missing from that box as well.
Then continued to pull two more boxes and noticed the hardware was missing from those boxes. The manager of the wherehouse contacted customer service and ordered a service associate to go to my house to check out the pieces of the trundle. The service assoicate came with no hardware and said "your missing the hardware". So he placed an order with customer service for the hardware to the trundle bed. I asked how long until the hardware was in and he didn't know. He gave me the number to customer service to call to check status on the hardware. I contacted customer service explained the story again and the lady on the other end said that I will recieve a letter in the mail with the information on what I needed and when it would be in. I received a letter about a week later stating they have ordered a "complete hardward package to complete the service call. and that it would take two to six weeks for delivery. Six weeks passed and still no hardware.
I contacted the customer service # again and asked status they stated it was on order. I called again and got the same response, I then asked to speak to a manager and was hung up on. I was going to give up, this was too much stress! about 9 months have passed and my husband kept telling me you better take care of that and I just said it was too stressful to continue to hunt these people down to get information for a hardware package. We decided to go into the store on August 28th. We talked to a furniture consultant by the name of Nick Dudich, we told him the situation and he promised to have someone contact us with in 48hours. We never received a call.
That Friday I called the store asking for Nick, the sales assoicate stated it was his day off I left a message for Nick and never recieved a call back. The next week I called again asking to talk to a manager I was transfered to David Saudedo he promised someone would call me with in 48 hours, well 48 hours passed and no call. I called David back and got the general mail box, so I left a message for him or anyone to call me back. Never got a call back, so I called the store again this time I asked to talk to a manager and they said he was with a customer I said I would hold. The guy's name was Oscar and asked if he could help me with something.
At this point I was upset. I told him the story and let him know I needed to talk to David he said that he would be there the next day between the hours of 1pm 9pm, I asked to leave a message for his manager and for the name of his manager Oscar gave me the name of Pano Diaz I left a message for him and never received a call back. I then called again asking to speak with david Saudedo, he was there. I let him know who I was and that no one has contacted me regarding the hardware for my trundle bed. He then gave me another number to a John Couple I then lost it.
I told him I couldn't believe that after a year and a half of trying to get a missing part and you telling me that someone is going to contact me within 48hours you are going to give me another number! I told him I am a manager and if I ever were to practice his ways of customer service I would not have a job. He then said, well let me email John and see if he can help you. I was not believing my ears, I was so discused with the service I recieved from everyone at wicks furniture. It has been about 4 days since the last call I made to David Saudedo and I still have not received no call from anyone from wicks furniture. I am not sure what to do next.
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I bought a couch from wicks about a year ago. The first couch I got had bad cushions and an arm that was so loose that the couch had to be replaced. It took wicks a month to come out to see the couch and another month to set up a date for ME to pick up a new one. The second couch now has collapsed on on end.
So again, I waited a month for a service man to come out and tell me that he could do nothing but set up an appointment for it to be picked up. The couch was picked up a month and a half later. I recently called to check on the status of the couch. I was told that I should get a call from someone....... soon. the operator said it takes four to six weeks from the date of pick up for the couch to be repaired.
(this.href,'res','1','&sig2=YHp_COA-Fst9K3z7u4lMFQ')" href="complaints/directory/2004/september/20/51.htm">Wicks Furniture - About a year and a half ago my husband and I - 7:36pm
Wicks Furniture - About a year and a half ago my husband and I bought two bedroom
sets for our kids. One a trundle bed for our twin daughter's room.
(this.href,'res','2','&sig2=B5B3bPHwvU-NuxUfC3F3lg')" href="complaints/directory/2004/december/23/28.htm">WICKS FURNITURE - 7:37pm
WICKS FURNITURE. It took wicks a month to come out to see the couch and
another month to set up a date for ME to pick up a new one.
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We spent $150 on a beautiful cherry stained dining room table (retail $750) at
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Jen's mom bought a glider for us for Christmas from Wicks Furniture. She knew
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People are of all different sizes but the furniture in CTS is not adjustable. cc: Scott Wicks: John Hoffmann: Ann Dyckman: Lee Cartmill
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The point to the story is, don’t go to wicks unless you have an extra couch in the garage because my couch has either been broken or in the shop for repairs since the day I bought it....
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