5 MONTHS TO GET A BED SALE COMPLETE
I can go on for days, but let me give you a quick summary. Back in March of this year, my fiancée and I purchased a bed, box spring and mattress set from Arrow Furniture on Kennedy Rd in Scarborough. It is now July 7th and the last serviceman has just left my home after completing my bed. It has been a NIGHTMARE with NO ONE willing to help (except for Michael, he's the only one who bothered to try and do anything). From salesmen to the service team to the actual maintenance guys, every single person dropped the ball. Week after week we were promised someone would call (no one did), someone would come (they hardly showed, and when they did, they never had the right equipment or components), and that things would be taken care of quickly (they were not). The servicemen revealed that Arrow does not ship beds until they've filled enough orders to get a wholesale price, and moreover our hardwood floors were scratched because these guys didn't bring us the proper flats/cross rods for the bed for MONTHS. We received the box spring and mattress first, then the bed frame, then the frame couldn't be completed because they brought the wrong flats, then the flats were too short, then there were no screws, then they only brought 5 working support legs to install underneath the flats. This is singlehandedly the WORST customer service experience I have ever received. Only when I came to the store in person and threatened legal action, was anything taken care of.
We have decided against purchasing the rest of our furniture from Arrow (we were ready to furnish our whole home - thousands of dollars in lost business for Arrow) and recommend that you STAY AWAY from Arrow Furniture. After this whole nightmare the only complimentary service offered was a free bed installation....great job guys. Never again!!!!
- Approximate cost of services:
- $2,000.00
- Company Response
Hi Peja, I apologize that your experience at Arrow wasn't up to our expectations either. I do know that the mattress was delivered on time but there was a delay from the manufacturer on the bed itself. There must have been some kind of misunderstanding on that reason with our service tech as he would not be privy to those types of details. As far as the issue with the slats, I understand that they were made shorter than they should have been and were inside a sealed carton on delivery. Unfortunately, there is no way for us to know. From here on in I can see in your report that the service department was in constant contact with you for a few weeks but I apologize again as it should not take that long to rectify a service issue. If you wish to discuss this any further please call me directly. Jason M. - Sales Manager