Metropolitan Warehouse Delivery Corp

It appears that this shipment was set up through [redacted] not the customers and there was a miscommunication. The account has since been adjusted and this account has been settled without the need for collections.

The complete order was delivered on 3/21.  We understand and have apologized to the customer for the unfortunate circumstances regarding customer's order delivery delay.  Customer was originally contacted on 3/11 and scheduled for what we term the "week of" 3/16.  Our current system...

does not allow for customers to view this date as a "week of", which can be confusing and misleading.  We do our best to clarify at time of scheduling to inform customers, some orders are scheduled for a specific week.  At the beginning of said week, our CS called customer to confirm delivery for 3/19.  On 3/18 we did have an issue with our vehicle and notified the customer.  These types of calls are not always specific because of the nature of the current issue.  Unfortunately we did not have any specific answer as to when the order would deliver.  Two days later, on 3/20, the order was flagged by our system and was incorrectly called to schedule for a future date.  However, later the same day customer was once again called and apologized to and the correct date of 3/21 was provided.We realize this error on our part was confusing and irritating to the customer.  We offer another apology to the customer, for his inconvenience.  We are happy that we were able to quickly resolve this issue without further delays and conflicts.Additionally, we are working on our internal systems to provide better and more accurate information.

I  need more information from the customer please. The name provided and PO address is not in our system. Can the customer please provide the Receiving number, the name that the order was purchased with and the actual delivery address.

Thank you for your feedback regarding your delivery experience. We apologize for the frustrations and hardships you've experienced and appreciate the information you've provided to us to rectify and overcome these training opportunities. We are currently coordinating with [redacted] to...

deliver the full sectional to your home. If not done so already, a senior manager from Metropolitan Warehouse & Delivery will reach out to follow up further with you.

With any insured items the full reimbursement is not paid unless piece is considered unsalvageable or a complete lose. This is not the case for the merchandise. Metropolitan wants to work on a reasonable agreement and has offered to deliver to customers choice of location. Piece is not only in useable condition but restored back to factory standards. I have attached pictures for further review.

Our claims manager has reached out to this customer to inform them that we would like to reach a settlement for this issue. She is unable to come up with a settlement as the owner of our company is not in through the holidays and will return on 1/3. On 1/3 we will reach out to the customer with a...

settlement.

[A default letter is provided here which indicates your acceptance of...

the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Review: On 3/5/15, I ordered a sectional from [redacted] website. On 3/9, I received an email from [redacted] that my order had shipped. The tracking number led me to Metropolitan Warehouse & Delivery's website. [redacted] said that I would be contacted by someone at Metropolitan to schedule a delivery date and time.

A couple more days went by, and my tracking information was updated to reflect a delivery date of 3/16. On Friday, 3/13/15, I called Metropolitan since no one had contacted me to schedule a delivery for 3/16. I spoke with a woman (whose name I didn't get - I know, my own fault there) on 3/13 who told me that my updated tracking info just meant that someone from Metropolitan would contact me on 3/16 to schedule a delivery for this week.

As 3/16 wore on, I never received a call from Metropolitan. At about 3:30 that day, I got curious and pulled up my tracking information. The updated information indicated that someone from Metropolitan had indeed contacted me to schedule a delivery. This never happened.

I called Metropolitan again and this time spoke to [redacted]. He was surprised to learn that, even though his system said that someone called me at 3:11pm today, I never actually received a call. He then went on to tell me that delivery this week would be impossible, and that the earliest it could take place is the week of 3/23. When I asked how to ensure that the same scenario doesn't happen again (someone at Metropolitan saying they've called when they haven't), he was unsure and told me to keep checking my tracking information and call them back - no chance of Metropolitan's employees doing their jobs and taking a proactive approach. I got a call on 3/16 saying my delivery would take place on 3/19.

On 3/18, I received a call informing me that my delivery can no longer take place on 3/19 because of truck issues. My tracking information makes no mention of truck issues, but says that I have been given a time frame. Again false-I have no idea when my furniture will be deliveredDesired Settlement: I want my sectional delivered as soon as possible, in a reasonably and timely manner. I want Metropolitan to schedule a delivery date and stick to that date. I want 20% of the purchase price refunded by Metropolitan. I want [redacted] to no longer partner with Metropolitan.

Business

Response:

The complete order was delivered on 3/21. We understand and have apologized to the customer for the unfortunate circumstances regarding customer's order delivery delay. Customer was originally contacted on 3/11 and scheduled for what we term the "week of" 3/16. Our current system does not allow for customers to view this date as a "week of", which can be confusing and misleading. We do our best to clarify at time of scheduling to inform customers, some orders are scheduled for a specific week. At the beginning of said week, our CS called customer to confirm delivery for 3/19. On 3/18 we did have an issue with our vehicle and notified the customer. These types of calls are not always specific because of the nature of the current issue. Unfortunately we did not have any specific answer as to when the order would deliver. Two days later, on 3/20, the order was flagged by our system and was incorrectly called to schedule for a future date. However, later the same day customer was once again called and apologized to and the correct date of 3/21 was provided.We realize this error on our part was confusing and irritating to the customer. We offer another apology to the customer, for his inconvenience. We are happy that we were able to quickly resolve this issue without further delays and conflicts.Additionally, we are working on our internal systems to provide better and more accurate information.

Review: I have recently ordered a bed from [redacted] stores in the amount of $246.00. They have deducted the amount from my checking account; however, they cannot tell us where the product is. They just keep telling us it is in transit and it has been that was for almost a month. It is being shipped by metropolitan and distribution. When we try to track our shipping on their website we find that it is never updated.Desired Settlement: I would like help finding the product I purchased. Also I believe this company should have to disclose their shipping issues with customers. If I had known that this company wasn't going to send my product via [redacted] or [redacted] I would not have ordered from them.

Business

Response:

From what I see in the system this product is in deed in transit from the North Carolina origin warehouse and should arrive in time for the next time we deliver to the [redacted] area. This area we service once a month since it is a remote market for our Seattle operation. As it appears right now we should be arriving between 11/18 or 11/19 once the product arrives. I will have the local warehouse call this customer today once the arrive.

Review: Metropolitan Warehouse & Delivery (herein referred to as Metropolitan) refuses to provide a satisfactory update into the status of my delivery. After providing me with two delivery dates that have both expired without the company either furnishing the merchandise being delivered or providing an update. The first delivery date of 2/3/16 was scheduled by Metropolitan via phone call to myself on 1/29/16. On 2/3/16, after having waited until 2:30 pm EST I decided to call Metropolitan for an update. It was at this time that the representative on the phone told me that Metropolitan only services my area on Tuesdays and my delivery (which was scheduled for Wednesday) would not be made. The representative apologized and said that she would call me back with updated delivery information.

I waited until 2 pm EST of 2/8/16 before calling Metropolitan again. It was at this time that Metropolitan scheduled my delivery for 2/9/16 but the representative this time cited that delivery may not occur until Wednesday, Thursday or Friday. I alerted this representative to what previous rep had cited saying that deliveries were only made to my area on Tuesday. The current representative assured me that this was incorrect. The current rep also cited that deliveries must be scheduled by Tuesday for a possible delivery of Wednesday, Thursday or Friday. I then accepted my delivery date and ended the call.

It is now 2/11/16 and at 3:30 pm EST I gave Metropolitan a call for an update. It was at this time that Metropolitan was unable to provide such an update. Metropolitan again ended the phone call saying they would call me back.Desired Settlement: Satisfactory delivery of the merchandise.

Business

Response:

The manager of the location contact this customer and apologized for this unfortunate situation. It appears that there was miscommunication on our part and we have made arrangements to deliver this order on 2/17 the first stop between 730am-1130am. The manager and a customer service rep confirmed with the customer that we will be making the delivery as above stated.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I am the CEO of a fast growing startup in [redacted] specializing in online consignment for high end furniture and signed an agreement with Metropolitan a few months ago. We had several moves completed largely without any issues until last December. One of our customers, a prominent interior designer, had purchased an very expensive Dennis & Leen coffee table for $4,245 off our website for delivery to their client in [redacted]. Upon delivery, the top of the table was broken into 3 pieces due to being improperly prepared for transit by Metropolitan.

Given the expensive nature of the piece, the client refused delivery and requested that we procure a new top from Dennis & Leen, which cost $3,280. Even though our contract clearly states that Metro is resposible for items they damage in transit and the fact we paid for insurance as part of the moving fee, Metropolitan refused to cover this cost and instead only offered to manufacture an entirely new reproduction of the top. This was an unacceptable solution for our client - they had paid a significant amount for a genuine Dennis & Leen table top and refused to accept what would essentially be a "knock off" of the original.

I have not been able to reach the owner and my primary point of contact [redacted] in over 2 weeks. I told his employees that we would no longer proceed with moving our existing inventory into their facility and be forced to explore other moving partners unless we could get reimbursement for the $3,280 charge. Instead of resolving the issue and issuing us a credit as agreed upon in our contract, Metropolitan promptly voided our rate agreement, forcing us to pay almost double the agreed upon rates for 2 upcoming moves. Despite their claims that our rates are contingent upon exclusivity, our signed agreement makes no mention of this whatsoever. These increased rates plus our forced absorption of $3,280 for the new top have been financially detrimental to our business.Desired Settlement: Reimbursement for $3,280 to cover the cost of the new top damaged by Metropolitan.

Business

Response:

As of 1/30/2014 12:18 PM Metropolitan Warehouse and [redacted] has agreed upon a resolution for the situation regarding the damaged limestone top. [redacted] approved Metropolitan Warehouse to proceed with our original offered resolution of having the top replicated at our expanse. The top was replicated and is in transit for delivery to the client. Delivery date 3/5/2014. Since 1/30/2014, We have been providing continued and complete service as agreed upon in our original contract with [redacted]'s mis understanding of our agreed to contract where the prices offered are based on volume has been clarified with the understanding that the volume is what dry's the contracted price. To date [redacted] has been satisfied with our continued high quality service. This complaint has bee resolved

Consumer

Response:

As of 1/30/2014 12:18 PM Metropolitan Warehouse and [redacted]. has agreed upon a resolution for the situation regarding the damaged limestone top. Viyet Inc. approved Metropolitan Warehouse to proceed with our original offered resolution of having the top replicated at our expanse. The top was replicated and is in transit for delivery to the client. Delivery date 3/5/2014. Since 1/30/2014, We have been providing continued and complete service as agreed upon in our original contract with [redacted] mis understanding of our agreed to contract where the prices offered are based on volume has been clarified with the understanding that the volume is what dry's the contracted price. To date Viyet Inc. has been satisfied with our continued high quality service. This complaint has bee resolved.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: We ordered a couch online in November 2015. Metropolitan Warehouse Delivery Corp was contracted to deliver the couch. At least three attempts were made to schedule delivery dates. The week before, we would receive a phone call changing the date to another date that would not work with our schedule. With the latest attempt, a customer service representative very courteously set a "firm" date, but we again just received a call changing the date of delivery. It is now February of 2016 and we still have not received our couch.

My wife and I are both physicians and pride ourselves on the care that we provide our patients. We realize we are providing a service to our community. We are very disappointed in the service that Metropolitan Warehouse Delivery Corp has provided to us.Desired Settlement: We would like Metropolitan Warehouse Delivery Corp to set a delivery date and not move it. If they do not comply, we will cancel our order.

Business

Response:

I just spoke with [redacted] and apologized for our miscommunication and us not begin able to deliver this any earlier. I assured him that we will be there today between 3-6 and he had requested that we call 1/2 prior to arrival. He had asked if our drivers can deliver it to the second floor so I agreed after what they have gone through. Thanks

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

We finally received our couch and the complaint is resolved. We hope that Metropolitan Warehouse will learn from this experience. Changing delivery dates suddenly before scheduled arrival places an unnecessary burden on its customers and is frankly unprofessional, especially for a delivery company. We hope that the company will respect their customers' time and availability in the future.

Regards,

Review: We ordered an office desk from [redacted] 12/4/2015. The delivery company is Metropolitan Warehouse & Delivery. [redacted] claimed that the shipping time was 3-5 business days. It is 12/30/2015 and we have no desk. I have contacted Metropolitan numerous times and am always told that the desk has been picked up from their California warehouse and is on the way to their Texas warehouse. I am told that it will be 10-15 days. I called today, 12/30/2015 and was told that the desk just left California 12/29/2015. Their representatives have lied to me on every contact. They are a shipping company. They have to have more precise information about shipping to provide to their customers.Desired Settlement: I would like to be contacted by a representative of the company that is actually accountable to their customers.

Business

Response:

I need more information from the customer please. The name provided and PO address is not in our system. Can the customer please provide the Receiving number, the name that the order was purchased with and the actual delivery address.

I ordered 2 chairs through Calico Corners in Cincinnati, Ohio. Metropoilitan called to set a date for delivery. They were prompt and courteous and the chairs are beautiful. The driver, [redacted] and the helper, [redacted] were both great. I have no complaints.

Review: I ordered six chairs from a company in North Carolina and they hired Metropolitan Warehouse to deliver them to us. Four of the six chairs were delivered and I was told that the other two would be delivered later. Of the four delivered, one of them was broken. When I informed the delivery people it was broken, they told me it would be fixed when they delivered the other two chairs. (Just the pegs were missing on the bottom making it unstable, so this seemed reasonable.) I have since called at least ten times over the course of the month that the first four were delivered. Every time, I am told someone will call me back. They have never called me back with an update and they refuse to put me through to a manager, simply stating the chairs are in the warehouse. One guy told me the chairs were broken. Not one single person has had the decency or even any sense of professionalism to return my phone call and discuss what has happened to my chairs or give me an update on something I paid for. There is no way to resolve this issue without sueing because this incredibly unprofessional company does not even do you the decency of returning phone calls.Desired Settlement: I would like a return of my phone call first of all. The simple professionalism that is required by ANY company. I would like to know what happened to my two chairs. If they are broken, I would like the company to replace them for new, unbroken chairs, because I paid for new chairs, not refurbished, broken chairs.

And I would like everyone to know what a horrible company this is to work with so that maybe they can hire people who at least have the professional

Courtesy to return a paying customer's multiple phone calls. No one should have to do business with such an unprofessional company. Especially when they have already been paid. It is an unnecessary hassle I would like others to be able to avoid.

Business

Response:

This customer was called and brought up to date by Samantha the account rep for which she purchased her order. The chairs have been transferred to the delivering warehouse in Miami and is scheduled to deliver on 3/17. The customer will be refunded her entire delivery charge of $295 for her inconvenience.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: On April 21, 2015 an order for a Lane Acclaim Cedar Chest was placed through [redacted] with an estimated delivery date by Metropolitan Warehouse & Shipping sometime between May 20-25. Metropolitans tracking identifies the item leaving their warehouse May 15, 2015. The item has no further tracking following its departure from the warehouse. Multiple calls and messages to Metropolitan have been made in an attempt to locate the item, but no communication has been received.Desired Settlement: A resolution of this matter will occur when the item is delivered to my home in the condition it was originally shipped by [redacted]. A desirable outcome of this complaint would be some form of communication from Metropolitan with the exact location of my cedar chest.

Business

Response:

The product status currently says "in transit"as I type. The product was picked up in Atlanta and was to be delivered to the West Coast ([redacted] The vendor [redacted] is aware of the situation and will communicate with the customer going forward to come to a resolution.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The product has been listed as "in transit" since May 15, 2015 and [redacted] has referred me to Metropolitan for further communication concerning the delivery.

Regards,

Business

Response:

[redacted] has been contacted and is due to receive her delivery tomorrow. We are sorry for any inconvenience that this may have caused.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,