I have had the most frustrating experience with this wfb. I ordered a bedroom set for $2800 from them off the internet. I ordered it on June 11th...online. I will never ever order anyting online again, unless they have a brick & mortar store. Here is the timeline.

- 4 weeks before contacted regarding status of my order.
- Called regarding status only to hear that when the delivery company recieves the package, they will call me. No one could give me any idea of when it might be delivered...2 weeks or 2 months....nothing!
- Delivery company calls to schedule a time.
- I take time off of work, meet the delivery guys.
Guess what, mattress missing.
- Delivery guys say that's all they were given they dont know anything else.
- I call support number, they say they're only the delivery broker, I have to call the furniture store I purchased from. (mind you, I took time off from work)
- I decide to have them assemble my bed, bring in the chest and nightstands...I would call about the mattress and get them to bring it later.
- Im very upset, just purchased my new house, been in it for 4 weeks waiting for this purchase, and sleeping on my couch. I thought I was going to get to sleep in a bed tonight.
-After two hours, the two kids (no more than 18 years old) who admitted that they had never put together a platform bed before (uggghhh), realized they were missing some pieces to the bed.
- Get this, the were going to put the support wood on top of the frame. I am no carpentry woman, but that did not seem right to me. I asked them to find the assembly instructions.
- They had a hard time finding it, but finally they pulled it out of their truck, and the piece of paper clearly showed that this support piece should go under the frame. AND THERE WERE MISSING PIECES. The legs for the middle of the bed and the other supporting pieces were missing.
- So, again, I call the delivery guys, and they say that's all they got, but the warehouse would need to be called. They said I had to 1st call the warehouse, and if they didnt have it, I would have to call the furniture store....at this point I was fuming.
- I told the delivery guys to take it all back. I called the furniture brokers and told them my dilema and I wanted to cancel the order and get a refund.
- She tried to get me to agree to have her UPS the missing pieces to me (which did show up on my doorstep 1 WEEK LATER!!!). I told her maybe, but I would not accept the delivery with missing pieces.
- This is the part that really gets me. On the phone this lady told me that if I asked for a refund, they would charge me a 20% restocking fee!!!!Can you believe that! Whats 20% of $2800!!!!Restocking fee because they screwed up the order, shipped an incomplete bedroom set, charged my AMEX almost 5 weeks early for 2800!!!!!!!And I had been sleeping on a couch!!!!!I told her so, and called AMEX to get a stop on the charge.
- I called back later in the day and left a message (because I guess they were too busy with calls)and told them I wanted a full refund.
- Now weeks later, I have two huge boxes from UPS that were delivered that they refuse to get picked up. I talked to the *shipping lady* who is apparently the only lady that can handle this. She said she would get UPS to pick it up. She said this on Monday. Well, today is Friday, and nothing! I took the day off and called up there. Well since it is 7:30 a little doosey named Christy tells me I have to wait until Belinda gets in, in about an hour. I call UPS to see if I can schedule a pickup my self. I can schedule it for today, with an hour timeframe, only if I pay for the shipping....or I can have them pick it up as a return to sender, but they will only come pick it up, sometime on Monday(could be all day).
- I asked Christy why she cannot schedule the pickup. She says she could do it, but because Belinda already has comments in the system and is working on the order she cannot. So I ask, what happens if Belinda is out sick. Christy says, well, if she doesnt come in, then she could could request UPS come and pick up the items.
-Yeah, I told Christy I know they are screwing me around, and I am sooooooooo upset right now. I wanted to document my experience. I am writing this hear so people can know what I went through. And what type of customer service you can expect, if you order happens to go awry! also, i will write a more PC letter to the wfb company, to the better business bureau, nexttag comments, buy.com comments, and any other forum I can find. I hope no one has to go through such a frustrating experience as I have.
-Oshun

Require? Hmm...

Amanda,

"Require" is an interesting word and I believe it conveys much about your attitude towards your customers. Have you heard the expression, "the customer is always right"?

Members and lurkers here will make their own judgments about this situation, but with one million unique visitors per month to this forum, you missed a golden opportunity to demonstrate quality customer service and attitude.

Wow...I guess I also "lack understanding." What I fail to understand is how you expect a customer to NOT be upset that her bedroom suite arrived missing not only parts necessary for assembly but the mattress as well. Your response ensures that I won't be purchasing anything from WFB. My guess is that other members will react the same way.

Maybe they should have his quote on their website!!!!

Seems to that there is a VERY distinct pattern, when it's 2011 and these issues continue...

I ordered a bedroom set shown on their website over the phone on November 30th, 2011. It was shown as a dark black/brown colour called "cappuccino". I was told it was in stock and would be delivered within approximately 2 weeks.

Almost 6 weeks later on January 9th, 2012, a bedroom set arrived. It was not even close to the colour advertised. I have side by side comparison pictures clearly showing the dramatic difference.

I contacted them in order to resolve this issue. They fully admitted the dramatic difference in colour. I even have emails from them saying, "Regarding your claim, there is a huge color variation from what you received and what is on our site and our supplier's. We have sent pictures to the supplier and we are currently awaiting their response." They then made me wait another week, then told me they would not ship out new set in the correct colour because they don't want to pay the shipping and it would cost me $200 if I wanted to return the wrong-coloured set.

I asked why should I pay $200 to return what they mistakenly sent me?? I was told by Michelle, their claims agent that it was their policy. I asked to speak to a manager and she said the owner Sergei Tashlikowich would call me. He not only didn't call me, he ducted my call for several days.

This company is full of crooks and liars. AVOID! AVOID! AVOID!

I made the mistake of ordering a their complete Sonoma Queen bedroom set online from Wholesale Furniture Brokers and have had the most unpleasant experience. The furniture looks good on the website, but when we received it and tried to assemble, it was a very frustating experience.
To start with, the wood is the cheapest and worst quality imaginable for furniture purposes. It is very close to 'matchstick' quality wood and kept breaking during assembly!!! The metal fittings and screws are also poor quality. The bed slats were also of poor quality wood and a few millimeters short in length, such that it did not reach the support bracket at one end.

Dissatisfied with what I had opened and assembled, I wanted to return some of the unopened and untouched items for a refund. But their 'Customer Service' refused to accept anything back saying the items were 'custom made to order'. When I pointed out to them that their labels and markings on the package indicated dates that were several months before my order was placed, the lady said she would check and revert back. Needless to say, they did not provide a satisfactory explanation nor accept the unopened boxes or provide a refund.

I will never ever buy again from Wholesale Furniture Brokers and would strongly suggest that you do not either. It would be much more safer to buy furniture from a reputed physical shop where you can see and feel the material before buying and check that if for any reason, if you are dissatisfied, they have a reasonable returns policy.

Thank you so much again. Let this be a lesson learned to companies that want to scam people. Word of mouth travels faster than anything!

PS www.ripoffreport.com is a good place to ruin a company that has tried to steal your hard earned money!