On 10/1, I purchased a wall unit from oak express after having the sales person check for availability. The sales person (Ryan) told me that I could take delivery of the item that Wednesday. I arranged for my wife to be home that day to wait on delivery, when it showed up the driver told her it was missing on of the audio piers. She immediately called me, and after reading the return policy(stating it is the customers responsibility to arrange and pay for pick up of returned merchandise) I told her to deny the whole order. I called the store and asked for my sales person, he was on vacation so I spoke with the manager (Jeff). Jeff told me that it should not be an issue, that another truck was coming on Friday and it would probably be on it, He said he would call me back Friday and we would arrange delivery. Friday came and went with no call, On Saturday I called the store and asked for Jeff. He told me that it was not on the truck and he would call me on the following Tuesday when it came. Tuesday came and went with no contact, I went back into the store that Wednesday night to speak with someone personally. I spoke with Jeff again, this time he told me that it would not be in until the following Friday, (this would now put the delivery 5 weeks from the initial delivery) He said he was going to email the warehouse to be 100 0sure the piece was on the truck and would call me if something changed. I wasn't happy,but didn't feel like I had much of a choice. Another week goes by and Friday came and went again with no contact, Saturday morning I called and asked for Jeff, He told me that the warehouse inventory was over and the piece was definitely not at the warehouse, (I knew nothing of this being the issue) and said the piece should be on the next truck ( are you starting to see a pattern here?) He said he would call me and let me know. Jeff finally called me back about 4 hours later(note that this was the only call back I had received in this whole experience), at this point I had spent so much time thinking about the poor service and communication that I decided I was finished with Furniture row. I informed Jeff that I was coming to get my money back due to the service.When I reached the store about an hour later, I asked for Jeff, I was told he was not there. Another sales rep tried to help me After explaining to him my story and telling me I wanted my money back, he told me that there had not been a truck delivery for almost 2 weeks due to the warehouse inventory, he said the item would be on Tuesdays truck.... I once again told him I was done and wanted my money back, he offered me a $50 gift card I declined ( don't need a gift card for some place I am never shopping at again)he then returned my money. I walked away thinking about all of those "truck deliveries" that were supposed to have my item on them that apparently never existed because of an inventory at your warehouse, so now I felt that I had also been lied to just to try and keep me from asking for a refund. After this experience I will never shop with this company again and will advise all of my friends and family to do the same.
Nice store
The delivery drivers broke the bed i ordered and didn't even put it together correctly. They left and I noticed some wood rails sitting in my dining area, my husband came home and noticed bolts in the hallway...they half assed it and didn't even put my bed together, he had to put it together when he got off at 6pm that night. It was missing screws so it couldn't even be put together. We immediately called them and all they would do for us is exchange for a different bed set, I wanted my money back But they refused and said it's their policy. I don't want these same delivery people putting together my new bed choice, I don't even want to deal with oak express anymore EVER AGAIN.
Just left and had to drop a quick review. I've been coming here for years and must say the staff is great. They are so friendly and helpful and patient with those of us who are indecisive :-). I worked with Edwin today and he was so helpful. Thanks guys. See you soon.
Got nice desk, exactly what I was looking for.
Oak Express is a US Furniture Store based in Charlotte, North Carolina. Oak Express is located at 8215 Ikea Blvd, Charlotte, NC 28262, USA.
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