We ordered our couches on 18 Nov'12 with the arrangement to take delivery within the first week of Jan'13. I had two phone calls from the Clearwater branch in Dec about the delivery, which was due to be scheduled for 08 Jan. To my total surprise and disappointment I received a call from Customer Services on 02 Jan after making full payment to advise that there was a backlog at the factory and we'll only know more once they reopen on 09 Jan - and the Clearwater branch knew nothing. Surely this should have been done when the factory closed in mid-Dec, not days away from the delivery date?? After numerous phone calls to both the branch and customer services our couches are due to arrive today (fingers crossed). The final joke came when I was told I can collect my couches, even though I've paid a delivery fee (can they not read it on the system!)
I'm tired of meaningless apologies and shrugging shoulders - we need for action to be taken to improve both your systems and communication between the branches and factory! Delays happen, but it's when and how you communicate them that make the difference! Start being proactive around your customer service, instead of being mostly reactive.
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