Brooklyn Furniture

A bit of a long story here with two trips, two phone calls and a few emails for 3 small replacement parts for a Magnussen Executive desk.

I know of three individuals who work at this particular store and only 1 had any experience in customer service and treated me like I wasn't an inconvenience. Sadly I cannot remember the name of the taller older gentleman(Lou maybe?) who treated me quite nicely the first time in the shop. I was just there briefly(maybe 5 minutes or so) for some information regarding 2 replacement legs and 1 handle for a desk from a maker that they carry(Magnussen). You have to go through suppliers such as Brooklyn Furniture as you can't go to Magnussen directly. Great experience this time which quickly ended after my second time in the shop and continued to get worse.

Second time in the store I spoke with a man named Peter about the parts I needed replaced. After explaining what I needed replaced Peter literally said "Whats in it for us?". Not exaggerating his question there and his exact wording and was quite rude about it. I quickly answered payment for the service ofcourse on top of delivery and cost of items. I just needed these three parts. He then left me at the the desk they have near the back left if the store to help another couple in the store. Answered about 3 different calls making me and the couple wait(about 15-20 minutes all together). After he finally came back he did indeed apologize for the wait and said he didn't mean exactly what he said when I repeated his question back to him and how rude it sounded. We then went over a catalogue, found the parts and wrote down the info for a woman named Susan who deals with parts and deliveries who wasn't there at the time and would be in the following Monday. That final part took about 5 minutes and I then left.

Following Monday came and I called Susan just to confirm I could pay for the parts and delivery and what they would charge me for the service. She informed me it would be roughly 25 dollars for FedEx delivery, 17 or 14 dollars for each leg and something around 11 for the handle. No problem I said and she informed me to email her to confirm my name and info for the delivery.

I emailed her a couple days later and roughly 30 minutes after I sent the email I got a call. She spoke to me in a very quick and frustrated tone informing me it would be "too confusing" and would "cost a fortune" for the parts(2 legs and a handle) and because my phone had bad reception at the time I told her I would email her as there must have been some kind of miscommunication.

Her response to my email I sent:

"Hi, You did speak to me and I thought you bought the desk from us. I can't be responsible for parts for a product from another store. This is quite time consuming and we would have to charge $195 for this service and it would be a final sale. Brooklyn Furniture could not be responsible if the parts do not fit. I would have to have something in writing to that effect. Please advise by email only."

Now each time I spoke to them in person I told them I bought the desk from a friend at work. Not sure why she said that that they thought I bought it from them. Also I am not exaggerating the original price she quoted me over the phone vs. the new inflated price of $195. Like I said she went from roughly 65-75 dollars to $195. A large portion of the full price of the actual desk new. 200 dollars for 2 round legs 2 inches high and 5 inches in diameter and a handle the size of my index finger. Also I was assured by the other two gentlemen it shouldn't be an issue to get the replacement parts as we went over them in a catalogue and they receive orders from that company anyways.

My last email from her was the following:

"Just to be clear we are not in the parts business and have never offered this service"

This after two other gentlemen stated it shouldn't be that difficult to get the parts in.

First and most likely last time I have ever put a poor review on a business. I suggest you learn from my mistake.