Furniture delivery problems
April 30, 2015 12:36 PM Subscribe
I ordered furniture that was delivered to the sidewalk. I live in a three-story walk-up, and explicitly asked the company to send people to carry the furniture upstairs. It's damaged because I had to carry it inside myself. What can I do?
I placed an order about a week ago with a furniture store, and called them yesterday during business hours, asking them to send people who could move my furniture upstairs in case it was too heavy for me to lift. They said they would, and gave me a quote for the delivery to my apartment (a three-story walk-up.) Instead of sending these people, they sent just one person who said he couldn't help me move the furniture and who left it on the sidewalk, with minimal protection from the elements - a single layer of wrap. I pushed it inside in lieu of leaving it outside, which damaged it. Now what?
I couldn't leave it on the sidewalk, so I pushed it inside (since I couldn't carry it), which damaged it because it wasn't designed to be pushed over gravel. I recognize the damage is on my part, but I feel that I had no other choice, because the alternative was leaving it on the sidewalk unattended (I had to get back to work, since I work at home), plus it's during the work day so nobody I knew could help out.
Basically, I just feel really shitty about this, because now I have furniture I can't use because it's in the lobby and it's damaged in a way it wouldn't have been if the furniture company had just done what they said they'd do and sent movers. I called the company and they said that I hadn't been clear with my request and that they couldn't replace the furniture, but that obviously does me no favors. What can I do?
I placed an order about a week ago with a furniture store, and called them yesterday during business hours, asking them to send people who could move my furniture upstairs in case it was too heavy for me to lift. They said they would, and gave me a quote for the delivery to my apartment (a three-story walk-up.) Instead of sending these people, they sent just one person who said he couldn't help me move the furniture and who left it on the sidewalk, with minimal protection from the elements - a single layer of wrap. I pushed it inside in lieu of leaving it outside, which damaged it. Now what?
I couldn't leave it on the sidewalk, so I pushed it inside (since I couldn't carry it), which damaged it because it wasn't designed to be pushed over gravel. I recognize the damage is on my part, but I feel that I had no other choice, because the alternative was leaving it on the sidewalk unattended (I had to get back to work, since I work at home), plus it's during the work day so nobody I knew could help out.
Basically, I just feel really shitty about this, because now I have furniture I can't use because it's in the lobby and it's damaged in a way it wouldn't have been if the furniture company had just done what they said they'd do and sent movers. I called the company and they said that I hadn't been clear with my request and that they couldn't replace the furniture, but that obviously does me no favors. What can I do?
Was the delivery to your apartment an itemized charge on the bill?
posted by JoeZydeco at 12:44 PM on April 30, 2015 [1 favorite]
posted by JoeZydeco at 12:44 PM on April 30, 2015 [1 favorite]
This is the kind of situation where you find out whether you want to be a customer of that store ever again or not.
If you signed for the delivery, there isn't much you can do really. If you refused to sign for the delivery and they just left it, that would have been different. If you signed for it, you accepted what they provided. It is possible you signed something when paying that explained what you were buying and if they didn't live up to that contract, then you may have some recourse. But you may have signed something that said curb delivery only.
Go back to the store, ask to speak to a manager and explain what happened. Go in prepared to ask for something specific that will make it right for you. Whether that is repairs or whatever, just ask for it. If they tell you no, you really just have small claims and I don't know whether that is worth it to you or not.
posted by cmm at 12:44 PM on April 30, 2015 [5 favorites]
If you signed for the delivery, there isn't much you can do really. If you refused to sign for the delivery and they just left it, that would have been different. If you signed for it, you accepted what they provided. It is possible you signed something when paying that explained what you were buying and if they didn't live up to that contract, then you may have some recourse. But you may have signed something that said curb delivery only.
Go back to the store, ask to speak to a manager and explain what happened. Go in prepared to ask for something specific that will make it right for you. Whether that is repairs or whatever, just ask for it. If they tell you no, you really just have small claims and I don't know whether that is worth it to you or not.
posted by cmm at 12:44 PM on April 30, 2015 [5 favorites]
I think the correct thing to do in situations like this is to decline delivery. It would have been fine to just tell the one guy they sent "thanks for bringing this out, but please take it back, I'm not accepting delivery to the sidewalk". Then the furniture company could have decided if they want your money and you could have decided if you want to try again. For what it's worth, every piece of furniture I've ordered has always been delivered to exactly the location that I wanted it without my assistance in any way.
Since that ship has sailed, I see two courses of action. The first is just living with your damaged furniture. The second is calling back and explaining that you were perfectly clear before, but nevertheless the rep just left the furniture on the sidewalk, contrary to your instructions. Then you can demand (politely) that they come out, take away the damaged piece and deliver you a new one, to your apartment. When they refuse, which is likely, you will have to threaten to revoke your payment (assuming you paid with a credit card) or have your lawyer contact them.
posted by Phredward at 12:47 PM on April 30, 2015 [5 favorites]
Since that ship has sailed, I see two courses of action. The first is just living with your damaged furniture. The second is calling back and explaining that you were perfectly clear before, but nevertheless the rep just left the furniture on the sidewalk, contrary to your instructions. Then you can demand (politely) that they come out, take away the damaged piece and deliver you a new one, to your apartment. When they refuse, which is likely, you will have to threaten to revoke your payment (assuming you paid with a credit card) or have your lawyer contact them.
posted by Phredward at 12:47 PM on April 30, 2015 [5 favorites]
The store isn't responsible for the damage you inflicted on the furniture. You could have enlisted neighbors, hired some guys on the corner, etc.. If I were you, I'd firmly but pleasantly get the store to refund any delivery charges and knock off a % of the cost. Explain the damage you can do to them on social media, etc.. Unhappy customers can be very persuasive.
posted by Ideefixe at 1:09 PM on April 30, 2015
posted by Ideefixe at 1:09 PM on April 30, 2015
Response by poster: I did sign for the delivery, but that was before he indicated he was unable to carry it upstairs. I wasn't thinking in the moment, and I should have declined the delivery. They asked me to pay for the delivery charge in cash upon delivery, too, which in retrospect is dubious, but it's a local place and I figured that made sense from a small operation.
Because it's a small operation, I think I was speaking to the manager when he said they couldn't do anything. I can't even be sure the furniture was damaged by me - I didn't look at it for scratches before I moved it.
I'm seriously considering a chargeback; I'm looking at the store's Yelp page now, and they have a history of bad service. I'm convinced that no amount of talking to them will actually get the couch replaced or repaired.
posted by LSK at 1:09 PM on April 30, 2015
Because it's a small operation, I think I was speaking to the manager when he said they couldn't do anything. I can't even be sure the furniture was damaged by me - I didn't look at it for scratches before I moved it.
I'm seriously considering a chargeback; I'm looking at the store's Yelp page now, and they have a history of bad service. I'm convinced that no amount of talking to them will actually get the couch replaced or repaired.
posted by LSK at 1:09 PM on April 30, 2015
I think you live in Chicago, right? If there is any chance the small local place you ordered from was Affordable Portables, I had my own issues with them a while back. Different situation but if it's the same company I can tell you that they weren't interested in negotiating so I just straight up asked for a replacement. Worked out ok and I'd buy from them again.
Even if it's not the same store, make a list (actually write it down) of solutions that would be agreeable to you to resolve this before you call to figure things out. Have "dispute credit card charge" as your nuclear option. Hopefully things will work in your favor.
posted by phunniemee at 1:21 PM on April 30, 2015 [1 favorite]
Even if it's not the same store, make a list (actually write it down) of solutions that would be agreeable to you to resolve this before you call to figure things out. Have "dispute credit card charge" as your nuclear option. Hopefully things will work in your favor.
posted by phunniemee at 1:21 PM on April 30, 2015 [1 favorite]
You can always threaten the chargeback (after making sure the couch isn't in a spot where they can just sneak over and grab it.) Even if they're horrible and crooked and have no interest in ever seeing you again, having made the sale successfully and just being stuck with a damaged piece to repair or sell at a discount is better for them than having no couch and no money, so they may be willing to deal once you bring up the chargeback option.
posted by contraption at 1:26 PM on April 30, 2015
posted by contraption at 1:26 PM on April 30, 2015
How much time and effort do you want to spend hassling with this? Unless getting every dime back is important, it may be worth your while to just sell it on Craigslist and start over at a less-sketchy place.
posted by sageleaf at 1:40 PM on April 30, 2015
posted by sageleaf at 1:40 PM on April 30, 2015
I would read this New York Times article about disputing charges, which is pretty helpful. You can always threaten to do it, but you may want to think about what possible things the store can offer you to make you drop the issue. They won't give you a full refund, but maybe a partial one will satisfy you.
posted by AppleTurnover at 4:25 PM on April 30, 2015
posted by AppleTurnover at 4:25 PM on April 30, 2015
This thread is closed to new comments.
posted by ThePinkSuperhero at 12:43 PM on April 30, 2015 [4 favorites]