|We purchased an office desk, hutch and filing cabinet from Office Depot on 1/28/11. Wearranged delivery of the office desk and hutch delivered and also set up assembly at the cost of $60 per piece (total $120.00). We took the filing cabinet home and assembled it ourselves (very difficult). Office Depot arranged delivery for 2/3/2011.|
The furniture was delivered in boxes on 1/31/11. Delivery was confirmed for 2/3/11 between 1 and 5 p.m. At approximately 2:05 p.m. on 2/3/11, we received a phone call saying they could not get a technician to us that day and we needed to reschedule.
I spoke to the representative, Annette (ext. 6229) who told me that she was still trying to get a technician there that afternoon, but she wasn't sure that was possible. I asked her if she was going to contact me to let me know for sure and she said yes. I also asked to speak to a supervisor. She said her supervisor was not available, but she would have her contact me.
At 4:15, I called again and could not reach Annette. Another representative, Jana, tried to help me. (She was very professional and did the best she could under the circumstances.) She was communicating with Annette via e-mail chat as we were talking and finally found out that no one would be coming that day. Apparently Annette was not going to return my call, even though she said she would and we continued to wait.
I asked Jana to please get me her supervisor as I felt that Impact Resource Group had not lived up to their contract and she said she was currently communicating with her supervisor via e-mail chat. She asked me if I wanted to reschedule for the following day since today was "cancelled". I informed her that we did not cancel, we were there, but they did not show. She apologized and we rescheduled. I continued to ask, however, that I speak to her supervisor. She told me she would speak to her and have someone get back to me.
Jana did return the call a little while later to inform me that her supervisor said it was "impossible" to refund or credit my account for the assembly charge, regardless of the fact that they broke their contract. I asked her to please get her supervisor on the phone. Suddenly her supervisor was no longer in the office and not available.
I asked to speak to another manager and was put on hold and then told that the other manager was on the phone and also not available. I asked to speak to any boss or supervisor in the building and I was told that there was no one available to speak to me.
I asked for the home office phone number and e-mail address and she could not give it to me (couldn't locate it - I had to look it up on line). I asked her to please have either her supervisor or any supervisor to please call me as soon as possible and that I expected a return phone call that day. No one ever called.
The important facts of all of this are that I am currently on Family Medical Leave from my job as an Operating Partner of P.F. Chang's China Bistro in Towson, MD and have been in Conway, SC for the last month to take care of my 79 year old father who is wheelchair bound, has cancer (Multiple Myeloma and Prostate Cancer) and to aid my 76 year old mother in his care. We purchased the office furniture in order to help her set up a computer, etc. to aid in paying bills, keeping track of appointments, etc.
We agreed to the delivery date because that was the first one they had available and I am scheduled to leave on 2/5/11 and we needed to get this in place before that. We rescheduled a doctor's appointment and physical therapy appointment in order to be available for the delivery. This is not as easy as it sounds, since these appointments are made well in advance.
After rearranging all of these appointments, we were contacted over an hour after they were on schedule to arrive to say they "may not be coming that day". Because we are in a time crunch, we had to agree to the following day, which, again, meant rescheduling doctors appointments.
When asking for some type of compensation, I find it entirely unacceptable that the phone receptionist should be the one to speak to a very concerned customer. Is Ms. Hogue so very busy that she could not pick up the phone and speak to me? And then there were "no" supervisors available in the entire building to speak to me? And no one returned my call.
I also find it amazing that they broke their agreed upon contract, they called after they were scheduled to be here,they kept me on eternal hold, they told me they would call me back to let me know if they could make any other arrangements and never did call back (I had to make that call), the supervisor never acknowledged me on the phone and had her staff decline my request, and no one ever returned my call as I requested and yet - here I am still paying $120.00 for a service that has in the end cost me far more than that with cancelled appointments, etc.
Is this the type of service that should be accepted? I paid for a service that was not provided in the timely manner that was scheduled.