Mobilia Furniture & Carpet, Inc.

I've been shopping at Mobilia Furniture since the 90's. They have beautiful, one-of-a-kind pieces not to be found in anywhere else. Located in [redacted], they have the largest furniture showroom I have ever seen. Think [redacted] on [redacted]. Needless-to-say, the selection is vast. Their customer service is great too as I like the VIP treatment I get. They know me and my family by our first names. Their prices are very fair and they generally accommodate you if you have issues with your furniture after delivery. The only negative is the parking in the area as they do not have a parking lot. Overall, as someone who's been a loyal customer of Mobilia Furniture for decades, I'd highly recommend them to anyone.

Review: I am filing a complaint against this furniture store for trying to charge me $400.00 to redeliver my furniture. I had to cancel the delivery that was agreed upon due to inclement weather that was incoming for that day, Tuesday, 1/**/14, in New Jersey. New Jersey was therefore declared a state a emergency. So, now they are telling me the fee is for a second delivery and I keep getting the run around and the store does not want to budge. They are extremely uncooperative for the past 2 wks.Desired Settlement: I paid for my items & I demand for my furnitures ( bedroom & LR/console& lamps) to be delivered ASAP or I demand a full refund.

Business

Response:

Thank you for your request for information with regard to [redacted]and the above referenced Identification Number [redacted].

Please understand that we are not, “…trying…” to charge [redacted] $400 to redeliver her furniture.

As per [redacted]’ exact words, this is a REDELIVERY of her furniture.

[redacted] placed her order with us (Order #**) for the aforementioned furniture on November **, 2012. The original address for delivery was listed as [redacted], which is 9.45 miles from our location.

In January 2014, telephoned us and asked us to change the delivery address from the Valley Stream, New York to: [redacted], a delivery address which is more than 30 miles from our location.

As it is our goal of providing exceptional customer service, we did not charge [redacted] any additional charges for providing delivery to this new location, which in addition to being more than 20 miles further in each direction, added exorbitant costs for the delivery with regard to fuel and tolls.

[redacted] scheduled her FIRST DELIVERY DATE with us for Thursday, January **, 2014. Our delivery service had set aside the entire day to deliver [redacted]’ furniture in New Jersey, and during the evening of Wednesday, January **, 2014, at 6:30 pm, [redacted] called our office and cancelled the delivery.

At that point it was too late to reschedule any other deliveries and we had to cancel the truck and its crew for the following day. As a result of this, Mobilia Furniture lost the availability of a truck and its crew for a full day.

On January **, 2014, [redacted] rescheduled the delivery for Tuesday, January **, 2014. On Monday evening, January **, 2014, at 7:00 pm, I personally called [redacted] and she confirmed the delivery date for the following day. For the second time the furniture was staged and made ready for the next day’s delivery.

On Tuesday, January **, 2014 at 10:00 am, [redacted] called the store to cancel the delivery once again. By this time, the furniture had been loaded on the truck and the truck was ready to depart. This information was relayed to [redacted] and she agreed to take delivery.

Our driver arrived at her [redacted], New Jersey address at exactly 2:00 pm. The telephone records are available as proof of this. At 2:08 pm, [redacted] informed us she was 30 minutes from her home and we agreed to have the driver and crew wait for her to arrive.

By 4:15 pm, after SIX calls from [redacted] informing us she was 5 minutes away, and after waiting more than TWO HOURS, our truck departed for its return to our warehouse in New York.

As [redacted] continued to allow our drivers to believe that she was merely around the corner, they waited for her to arrive…however, she never showed up.

The next day, it was explained to [redacted], that since she cancelled the First delivery, and NEVER SHOWED UP at the time of her SECOND delivery, there would be a redelivery charge of $400.00 for the THIRD delivery.

As we had to incur the expense of paying the delivery service for the first cancelled delivery, and the second no show delivery, we would under no circumstance pay for a third delivery.

This was fully explained to [redacted] numerous times.

Today, Saturday, February **, 2014, in the interest of trying to please [redacted], we offered her the ability to pay a redelivery charge of $200.00, half of the usual $400.00 redelivery charge. [redacted] agreed and paid the $200.00 via her VISA card.

Her rescheduled delivery date is Wednesday, February **, 2014. This delivery date is contingent upon [redacted] signing the VISA charge slip.

We have treated [redacted] in a courteous and businesslike fashion for more than one year. As we will be attempting to make a third delivery to [redacted], I sincerely hope that you can see that we are doing all we can to make [redacted] a satisfied customer.

If you have any further questions or concerns, please feel free to contact me at your convenience.

Thank you,