When John needed new furniture, Dan Romeo helped him with the transaction.
The brothers visited Raymour & Flanigan in Bridgewater in February and purchased a bedroom set and a recliner. The bedroom set was a floor sample and sported some minor scratches, but was in relatively good condition. They paid by check and arranged for delivery to the assisted-living facility.
”The furniture arrived within a week, as promised, in the same good condition it was in on the floor, except for the dresser, which had a severely damaged right front corner,” said Dan Romeo. ”I told the delivery driver that I would not accept the damaged furniture and was told that I had to take the order and then register my complaint with Raymour & Flanigan.”
The start of the pursuit
The next day Romeo called the salesperson to register his complaint. He said he was told the store would arrange an exchange.
To be sure the transaction got attention, Romeo e-mailed the company’s headquarters. Two days later, corporate customer service responded, saying it couldn’t help because the purchase was made in an outlet store.
Then Romeo was told by the salesman said it would take a few months to get a new dresser because the store didn’t keep them in stock, and the store couldn’t make exchanges with other stores.
Romeo was patient.
March passed. Then April. Then May. Finally, Romeo got tired of waiting and he sent an e-mail reminder to the salesperson, who didn’t respond.
A little more waiting.
On July 2, Romeo went back to the store to attempt an in-person resolution. The salesman said store policy had changed, and it could now get the dresser from another store. The new dresser would be delivered in a week.
A week passed. No delivery.
A few weeks later, Romeo returned to the store. There was a dresser at a store in Rochester, N.Y., Romeo was told. They’d get it to him.
More promises. Still no delivery. That’s when he contacted Bamboozled.
The no-shows continue
Before Bamboozled had a chance to pick up the phone to ask about the dresser drama, Romeo received the phone call he had been waiting for. The salesman said a new dresser had been delivered to the store, and it would be delivered to Romeo’s brother the following business day — a Monday — at 1 p.m.
Monday came. Monday went.
”The dresser delivery never came after three hours of waiting,” Romeo said. ”I called three times between noon and 12:30 p.m. and no one in the store could confirm the order for my brother’s dresser, who the contract trucking company was or how to reach them by telephone.”
Romeo doesn’t want to pursue legal action over a damaged dresser. He just wants what his brother paid for, and he wants the company to do the right thing, Romeo said.
The call and the resolution
Bamboozled called the store manager to try to get to the bottom of the dresser drama.
”We deal with the customer directly,” said a man who identified himself as “Shawn,” a store manager, but he wouldn’t reveal his last name. ”There’s no point to have a middleman like you in between.”
If the store could come through on its promise — its many promises — for the delivery, absolutely, there would be no need for a middleman like me.
Shawn continued, saying Romeo would receive the piece. When? He said he’d have to follow up with the salesperson. I offered to hold on while he investigated the matter.
”We’ll contact the customer with the information,” said Shawn of no last name. ”The situation has been resolved.”
If it’s been resolved, when will the customer receive the piece?
”My understanding is he will be getting it in the next few days,” said Shawn. ”I’ll reach out to him.”
Ten minutes later, Romeo received a call from the store, saying the dresser was already on the delivery truck and they’d bring it by that afternoon.
Fabulous. But Romeo couldn’t get to the assisted-living facility to accept the delivery that quickly, so they arranged for a 10 a.m. delivery the next day.
The dresser came, as promised, but not in the way Romeo expected. The salesman delivered it himself — in an SUV — not a delivery truck. The maintenance person at the assisted-living facility helped the salesman get the dresser out of the SUV.
Then the salesman borrowed some tools from the maintenance guy.
”He realized he needed pliers to switch the mirror from the damaged dresser to the new dresser,” said Romeo. ”I helped him change the mirror because it is a two-person job. Meanwhile, he was doing damage control, telling me how Raymour & Flanigan salesmen and managers will make deliveries like this one to make sure the customer is satisfied.”
Damage control or not, Romeo got the dresser he was promised. Thanks to Raymour & Flanigan for finally doing right by this customer.