I purchased a sectional from Bay Boy Furniture on Dixie Road On Saturday October 13th after calling and inquiring about a flyer I had received earlier in that week. I noticed how great the prices were and that they had the same products as their competitors. I called and spoke to a Customer Service Rep. and was please to find out that the sale was at all Locations and I would not need to travel far. I enquired about their delivery to my address, asked for the sales rep Name and advised I would be in to see him on the Saturday. As promised I showed up on the Saturday ask for the sales Rep and to my surprise I asked for the right person, it was him. I told him that I was the lady that had called a couple of days prior and I was ready to purchase the sectional I had asked him about. He wrote out my contract and told me great news, they would be able to deliver my couch to me on Sunday October 14th. I was ecstatic as I work 2 jobs and it just so happened to be my only day off that week. As promised they called me 7 am Sunday morning and my couch was in my living room by 8 am. I understood there would be some assembly and that was fine. When I started to unpack the couch with my boyfriend we noticed that the bottom of couch lining was ripped in certain areas, to be honest we thought this was normal as that’s where all the cushions were stored, we didn’t really pay mind to that, then while we unpacked the chaise lounge there was a 2 inch cut down the back of the couch on the material. Then while trying to screw in the ottoman legs, one screw snapped. I was furious, I Immediately picked up the phone and began calling the location where purchased. It was Sunday so they had not opened the doors yet nor turned on their phones, finally around 10:15 am a woman answered the phone, she said the usually front desk lady was not in and too call back in 20minutes. I waited until 11am to call back, when I did a lady answered and told me quickly, to call the Brampton Location; I was confused as i did not purchase the couch from there. I did as she requested to have a gentleman from there tell me they do not deal with customer service and I would need to contact there customer service line. I called a third place, only to have to leave a message, my name, my number, my sales order number. There answering machine advised messages would be returned within 24hours. I called back a few more times that day and it was just a voicemail system. I finally figured they were not open on the Sunday and would try my luck on the Monday. I waited until approximately 12pm and did not receive a message, as there voicemail system they would call back in 24 hours. LIE. I called the customer service number back and finally got a live person, he asked me all my information and even went as far to give me the name of the “Technician” that would be calling me within 48 hours to set up an appointment to come inspect the unit purchased. I asked if this was normal, as it was not caused by the deliver guys, I would have noticed damage on the outside of the packaging, he said yes this is Bad Boys policy to inspect the unit first. I was not pleased, but I felt calm knowing that with a couple of days I would have someone come see it. Monday Oct 15th went by I did not receive a phone call from the technician. Tuesday October 16, 2012 came again, I called the store where I purchased my sectional from and asked to speak with the manager, the woman who answered the phone said, can I help you with anything I asked her about their policies and advised her of what had happened, she told me miss I will have someone call you from customer service today. I told her I was not happy and disappointed with their procedures. Tuesday Oct 16th went by, still no phone call from their Technician.
Wednesday Oct 17th has now come, I called the store and asked to speak with the manager the same lady who answered asked me what it was about, I told her I was the same girl she talked to yesterday and she told me someone would call me and they did not. She said “yes I remember you, I told customer service to call you yesterday they didn’t? ” I answered with a NO! She said give me 10 minutes and I will call you back and also have the technician call you. She called me back as promised and told me don’t worry a Technician will be in touch with you very soon and will set up an appointment. Close to 5 hours have passed again, and I have yet to get a call back. I am beyond frustrated, upset and disappointed. I should have gone with my gut feeling, and gone with one of their competitors. LESSON LEARNED. Customer service is lacking and they need to be trained, if people are going to have the titles of Customer Service Reps.