Stash Memphis

I purchased a stock item that I should have recieved immediately or within two weeks, 9 weeks later with extremely poor service and care for my time. I walked into Stash home in St Louis on March 15th to order an in stock couch. Having none left at this store I Was promised one that was sitting in Memphis and going to "catch the next delivery truck to St.Louis". Two weeks had passed before I heard back (I had to call to follow up myself since I would have never recieved a call otherwise) that my item did not catch that truck and it would have to wait again. Okay, no problem there. I was patient. Two weeks later I call back again, a month now after I purchased this in stock item. They claim it will be there in one week and schedule me for a delivery date. I take off work and track a third party delivery truck all day only to find out at the end of my time window that alas, my item is not on this truck that they CONFIRMED with me via email nor is it even in St.Louis, nor did I recieve a call that told me so. Come to find out after dozens of phone calls, my couch had most likely been sold out from under me and a custom 6 week lead time piece was ordered in it's place instead. Would have been a nice thing to know, as a paying customer right?...instead of being lied to that this item was not just waiting for a truck to catch, nor was it ever officially scheduled for delivery or received. Also, calling the St Louis store that day got me no where fast. No one was willing to take responsibility for what happened instead to blame it on this third party delivery service, well how did that service get this information to schedule my delivery then? With no returned calls I needed to go to higher management to get anyone to take action or responsibility. I called back to speak to the sales manager [redacted], and then the regional sales manager [redacted] who both profusely apologized and respected my highly professional while utterly discontent stories, their only solution to me was to offer me free delivery and a $150 refund. For a nine week wait, and entire day off work, and 5 plus hours of time spent calling and hunting down my answers since no one was inclined to give them to me, I would assume proper customer service for a high end company such as Stash would be to offer me a full refund. I did finally get my item delivered last Saturday. It is now the following Thursday, and have yet to receive that "refund", after I have since followed up twice about it. For a thousand dollar item you would think more follow up and customer satisfaction would be appropriate. The lack of organization, communication, and proper procedures make this business one to steer very far from. Appeasing a customer with false promises is not the way to gain anyone's business.Desired SettlementI would appreciate a full refund for my item. I do not believe $150 is a fair exchange for the troubles that I had to go through for this. And had I not taken the actions that I did, no one would have contacted me in the mean time. A nice way to treat a high paying customer. Business Response Thank you for contacting Stash Home office, and we are extremely sorry to hear about your shopping experience. The $150.00 refund was processed back to Ms. [redacted]'s credit card on 5-13-2015, and $100 gift card was also processed for this account.

Bed was installed incorrectly and broke. After 4 months, still isn't fixed.10/5/12Purchased a bed, dresser, chest, and 2 nightstands.Sun. 9/22/13, bed breaksMon., 9/23 called store, a man who told me my initial salesperson will be calling me back, in the meantime he'll put in a ticket to get someone out to take a look at my bed.Tues. 9/24 went in to store because I did not hear back from salesperson and was in the area. Spoke with same guy and another guy. Was told someone should be calling me by the next day or Thursday at the latest to schedule a time to come out to take a look at the bed. He gave me the number to the customer service to call if I had questions.Mon. 9/30 I still have not been contacted, so I called that number and spoke with [redacted]. She said someone will be calling me the next day to set up a time. Mon. 10/7, still have not been contacted so I called [redacted]. She told me they were waiting to hear back from the manufacturer and if they don't have the parts, then the warehouse will build some rails and slats for me (no one has ever been out to look at whats wrong with the bed). Was told someone will call me the next day.Thurs. 10/10, still have not been contacted so I call [redacted] again and leave a message on her voicemail.Mon. 10/14, still have not received ANY phone call so called [redacted] again. She told me the warehouse was closed on Mondays and someone will call me first thing in the morning to schedule a delivery time for the rails and slats.Wed. 10/16, still have not received ANY phone call, so I call the store back. Spoke with same man I originally talked to who said he was sending an email and if I didn't hear back later that day or by 4 the next day, call him back. 1hour later, [redacted] calls me and asks if Saturday will be ok to deliver. I confirmed and she said someone will call on Thursday with a timeframe. Thurs. 10/17 my husband gets a call with the timeframe.Sat. 10/19 delivery guys show up but slats and rails is not what the problem is. The problem is when it was setup at the initial delivery, one of the center supports was not put on. When the bed broke, it broke the bottom of the headboard which needs to be fixed before putting on new rails. Was told someone will be calling us later that day. Tues 10/22, We still have not been contacted so I write on Stash's facebook wall.Wed. 10/23 [redacted] calls my husband's phone and says someone will be calling the next day. Sat. 10/26 My husband receives a call from another person who says our bed will be fixed by mid-November. She gives him her "personal extension". Around 11/20, we have not been contacted, so my husband calls the "personal extension", which turns out to be a que. We wait on hold for the next available representative for over 20 mins and when we ask to speak with her, we are told she can't take our call. We leave a message. 11/29 [redacted] calls me and says the manufacturer says the bed will be here around 12/19. I ask if [redacted] would be willing to call me on the 19th whether or not the bed is in. She agrees to do so.1/7 We, again, have not been contacted or heard from anyone since Nov. So, I post again on facebook with hopes someone will call. Desired SettlementFix my bed!!. Use common courtesy and Basic Customer service and call me when they say they will.Business Response Contact Name and Title: [redacted], Guest CareContact Phone: [redacted]Contact Email: [redacted]I contacted the vendor. The item has been discontinued and guest will have to reselect and new item. I called guest and informed her of the actions that took place. Guest will be reselecting a new bed to replace the broken item. Guest is pleased and happy with the result.

Chose bed, quoted price. Rep calls me with lower price. When I go in to close he says to get price I would have to add $200 warranty & 119 delivery Visited showroom looking for several items. Picked out bed and quoted a price by [redacted]. He later calls and offers a 50% discount. I ask if that includes delivery. He will call me back. After several non returned calls, over several weeks, I go into store. [redacted] off, I speak to [redacted] who says he can go only 40% off. I ask for [redacted] to call me with explanation. He doesn't call or return my call. I call and have him paged. He says he can get the bed at %50 off. Delivery charge would be $119 but they can't deliver for a week. I told him I had a delivery service that would do it sooner and cheaper. He said fine. Made appointed for the next day to close at $1,499. He would put it on hold until I came in with my credit card. When I came in he said the only way they could give me the 50% off price is if I agree to add $199 warranty charge and pay a $119 delivery fee. To be delivered no sooner than a week. Bed is in store on display and my delivery service quoted a $85 price. I think this practice is called "Low balling". I told them it was not acceptable to me, that I felt it was not business like and they could have easily called to inform me and save me coming in and wasting my time. Desired SettlementSell item for price quoted (50% off)Business Response Thank you for contacting Stash, and making us aware d=of Mr. [redacted]'s situation. We are extremely sorry, and we have called Mr. [redacted] and honored the price.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)A lady from the Stash home office in Jackson, MS called to discuss problem. Said what happened was not their policy and would have store manager call me. Store manager called and agreed to sell the bed for the $1,499 price I was quoted without the other stipulated added requirements. I paid for the bed and had my choice for delivery company pick it up and set it up in my home.