How much should I ask for in compensation for overdue furniture?
March 24, 2013 1:43 PM Subscribe
I ordered a 2-piece sectional sofa 15 weeks ago, and it was supposed to be delivered in 8-10 weeks. Half of it was delivered at 8 weeks, the other half is still missing. How much should I ask for in compensation as the delivery gets later and later, and what's the best way to handle asking for such compensation?
posted by vytae to Shopping (15 answers total) 1 user marked this as a favorite
In mid-December I ordered a 2-piece sectional couch from a national chain that sells furniture and home accessories (think Pottery Barn, but not actually them). Delivery was supposed to take 8-10 weeks, because of special order upholstery. One piece of the sectional was delivered as expected during the 8th week after the order was placed. At that time I called to find out when we could expect the other piece, because our living room is pretty lame with half a couch. The customer service rep expressed surprise that the pieces were not delivered together, and began to look into the problem.
In the 6 weeks since then, I have called them or their CS reps have called me at least 10 times. They have sent multiple inquiries to the vendor (each time requiring 3-5 business days for a response). I have been told twice "it's shipping tomorrow" only to have it not ship. Now I have been told it shipped a week ago, but they don't know why they don't have any tracking information, so they have sent another inquiry to the vendor. I remain unconvinced that it actually shipped.
At this point it has been 15 weeks since the original order, and there is still no sign of the second half of our couch. The CS representative has promised that there will be some sort of compensation for the delay, but says they can't apply any discount until the second piece is actually delivered. I am definitely going to demand that the $75 delivery charge be waived, but I don't feel like that in itself is adequate. The later this thing gets, the closer I am to demanding that they not charge us for the second piece at all.
OK, honestly, I suppose that's probably unreasonable. My frustration is high not only because of the late item, but even more because we've been living with half a sectional in our living room for 6 weeks. It looks stupid, it's uncomfortable (the linking end has no armrest, so the tendency is to fall off that end if you sit over there), and we've had to decline hosting several social gatherings that we really wanted to have in our home because our seating situation is ugly and inadequate. I'd be less upset if the entire order was late, so we could have just kept our old furniture in place.
Please help me see through my frustration and come up with a reasonable expectation of what kind of compensation this company should be providing. I'd love your thoughts about what I should ask for if the 2nd piece is delivered this week (15 weeks since the order). And now that I'm jaded by experience, I could also use some advice for how that figure would change if the delay continues for another week, 2 weeks, 3 weeks...
Finally, my husband says we'll have more negotiating power if we refuse delivery until they commit to a compensation figure. But the service person says they can't commit to a figure until the delivery takes place. Should we refuse the delivery until an agreement on compensation is reached?