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Review content:
We ordered a custom bookcase from these guys January 16, 2011. Jason said the lead time was three weeks. We said we weren't in any hurry and to let us know when it was ready for delivery. We also told him we would definitely need it delivered b/c it was a big piece and we didn't have a vehicle big enough to handle it. He asked for our home phone number, which we gave him, but we told him we both work fulltime so email is better, and we gave him the address. We paid our deposit and left with a copy of the work order; I noticed my name and address were misspelled even though I'd spelled everything for him twice.
Three weeks later we emailed the store for a friendly status update. Instead of replying, Jason called our house and left a message, which we didn't get until we'd returned home from work that day. Jason said the cold front had delayed work b/c they're in an open warehouse with no heat. ""But it looks like your piece will be ready on Friday, and if not Friday then next Wednesday.""
Friday and Wednesday went by, so we emailed the store for a status update. We reminded them that we both work fulltime, and asked them to simply reply to our email. Jason called our house and left a message, so we didn't get it until that night. He said that the cold front had delayed work b/c they're in an open warehouse with no heat. ""But it looks like your piece will be ready on Friday, and if not Friday then next Wednesday."" (Sound familiar?)
Fri and Wed went by so we emailed the store for a status update. We reminded them that we work fulltime, and asked them to simply reply to the email, since we check it frequently. We also said that we weren't necessarily in any hurry to get the bookcase, we just wanted some accurate information so we could plan. We also said we found it interesting that Jason's message was almost word-for-word exactly the same as the previous week; we asked if he could clarify *which* Friday and Wednesday he was referring to when he said ""Friday or Wednesday""...
The next day, Jason left a message (eye roll) saying our piece was ready for pick-up. Since it was after hours by the time we got the message, we sent an email that night to the store saying we'd actually ordered *delivery* for the piece. We reminded them that we work fulltime and asked if they could please just reply to our email.
The next night, we came home to yet another phone message from Jason telling us that the owner (and deliver guy) would contact us the following Monday to schedule delivery for some time during the week.
8 days went by with no word from the owner/delivery guy; we emailed the store again and asked for a status update. We said we were in no way hounding them for delivery, but we just needed to know *when*. We said, ""It could be next week or next month for all we care. We simply want to KNOW for sure so we can plan for it. We understand delays in production, but you're losing all your credibility by stringing us along week after week.""
The next day we got a phone message (oy!), this time from the owner, get this -- chastising us for being aggravated at Jason for stringing us along! He said *he* was the one who scheduled deliveries, not Jason, and Jason wouldn't even know what his schedule was. (Why not just SAY THAT, Jason?) He said, ""I can deliver your piece tonight, just call me back and we'll set it up."" Of course, we didn't get the message until we got home that night, too late to call back.
We emailed him at the store. ""We were home tonight and could have accepted delivery, but again, we didn't get your phone message until we got home, so it's too late to call you... Please REPLY to this email tomorrow to schedule delivery.""
The next morning, lo and behold, an email. We got the delivery set up for that night. But once he was at the house, he was rude and dismissive.
The bookcase is fine, but not worth the toll on our mental health to get it.
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