ComplaintsforMetropolitan Warehouse & Delivery

• Initial Complaint

  03/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We have a defective couch from Abbyson Furniture (which will receive a complaint also). After three months without getting anything accomplished (several times they dropped the ball on a replacement part, and eventually admitted they do not have the correct part), they finally agreed to send us a new couch. The email we received from them states "The original piece will be picked up at the time of the replacement delivery." Today, at long last, the delivery truck arrived, but the drivers told us "You have to clear the area of the old couch and clean the area spotless. We do white-glove delivery only. The area has to be clear and spotless." Obviously, this was contrary to the communications we had received, and the delivery service never informed us of any such thing. The company (Metropolitan Warehouse & Delivery) does claim "white-glove service" on their website -- but it is supposed to be THEM giving white-glove service, not the customer. And neither of the drivers had the white gloves shown in their website photos. The couch is too bulky and heavy for one person to handle, and the drivers refused to assist me in any way. We argued for a while, and they called their supervisor, who called us.While I was telling the supervisor what had happened, and he was telling me that they had nothing on their order about picking up the old couch, my wife hired a pair of gardeners working next door to move the old couch out. They did, and I paid them $20 for their trouble. My wife informed the delivery drivers that the area was now clear and they could deliver the couch. Then I went out, pointed to the old couch in the driveway, and asked them to deliver the new item. Instead, they packed up and left.I have called the company, and no one in authority will pick up the phone call. Now, the low-level :customer service supervisor" I spoke to has gone to lunch. I'm out three months of hassling with ******* and $20 for the gardeners. Unacceptable.

  Business response

  03/12/2024

  Hello *****,

  Thank you for contacting us. We as the carrier are not authorized to pickup an item that hasn't been approved by the vendor ( ABBYSON LIVING) the delivery crew was not authorized to complete that request. This situation was properly reported to the vendor and after this unfortunate situation, they provided the approval for picking up the item. On the new delivery date assigned, we were informed that a pick up was no longer need and you disposed of the item already, our team reported the delivery service was completed today 03/12/2024 and all went well with the new crew sent. We received your positive feedback for today's delivery.

  We're tuly sorry about the previous delivery attempt but the authorization was out of our control.

  Best regards,

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