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My new couch was delivered and set up. When the delivery people were done and ready to leave, one of them was texting on his phone and backed into a wooden shelving unit which crashed against my dining room table and then crashed to the floor. It cracked my dining room table and broke the shelving unit. He tried to put the shelving unit back together and jammed the wooden side in, splintering the wood. Plates and vases were broken with glass everywhere. I filled out the survey that The Brick immediately sent me asking for feedback and someone called me saying I would hear from someone in 48 hours. That was the last call I received - more than 2 weeks ago. I submitted photos immediately. I have since called the stores way too many times (spoke to Ashley and Sels). Each time being told I would hear from someone immediately. Nada. I then reached out to the Customer Experience team and spoke to Harris and Ophelia, both saying someone would reach me immediately. Nada. They say someone has tried to reach me - incorrect. I have an iPhone and there are no missed calls on my log. I believe someone tried calling me finally today but of course, now doesn't answer the phone. This is beyond ridiculous and the level of service is shameful. I don't know what my next steps are - go to the media or hire a lawyer.
Desired outcome: I would have respected someone at least calling me back. I am going to need a new dining room table - it's cracked!!!!! I have no idea how to replace the shelving unit.
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It is very necessary to hold your ground and be aggressive in trying to obtain resolution. Request compensation for the damage caused to the table and shelving unit including items that may have been lost. Make it known that there was a delay in their response and that nothing was done thereafter. If they remain silent or refuse to address your grievances, draft a complaint to those who have control over consumer issues or to court if you consider it appropriate. Keep in mind that all communication between you and them should be backed up with the exact words spoken and notes made to the representatives that you were able to talk to.