The (ongoing) saga of my sofa leg, and why you should not order from C&B
I read all of the reviews here on Reddit, and I understood the complaints. However, I really liked the Peyton reversible, so I accepted that it would probably take forever and ordered it in late January. I received the sofa in mid-March, which wasn't too bad. HOWEVER, it was missing a leg. The leg didn't fall off in the truck or anything, it didn't break in transit. It just wasn't there. No big deal, I thought. They will send me one...not a problem.
The delivery guy said that he would tell his company, but that I should reach out to C&B customer service directly as it would be faster. Famous last words. I did this. I explained at that time that the delivery address for the sofa was NOT the delivery address for the sofa leg, as it is not a mailing address. I know this is unusual, but I ALSO know this is not uncommon. They told me this was fine, but the sofa leg was backordered, so it would take a while. Annoying, but okay.
They ship the sofa leg out in early May. Y'all, that's a LONG time for a sofa leg, but whatever. They ship it to the wrong address. I call them to tell them. They said it would be sent back to the warehouse if it couldn't be delivered, and they could then send it out again to the correct address. Even MORE annoying, but sure. Things happen.
They send out out to the wrong address a second time. I call. Now I'm getting kind of angry. They apologize and tell me that they can "leave a note." Which is exactly what they said the first time. I tell them this is unacceptable and they need a better solution. They tell me that they contacted UPS, and the sofa leg will be rerouted. This is better.
I wait. Nothing. I check tracking. They never rerouted it and it was returned to the warehouse. I call customer service AGAIN. They tell me they will fix the address and send it out, and I will get it in about a week. I just checked the tracking.
It's being sent to the wrong address for the third time.
I can't with this company. Seriously, send me a whole new sofa leg if you have to, since CLEARLY this one is not meant to come to me. WTAF???
I'm sorry, but the reviews are right. It's not JUST having to wait for a delivery. That's normal, despite many of the complaints. It's the disorganization, the lack of follow up, the poor customer service...one thing I didn't mention is that EVERY. SINGLE. TIME. I've called their customer service for anything, I explain what is happening to someone, and they transfer me to at least one different person, to whom I have to explain the entire situation all over again. After waiting and waiting and waiting.
Genuinely, I'm a patient person. But I believe this experience would try the patience of a saint.
I'm editing this to say that I really don't mind the waiting. I think we live in a society that has WILD expectations for instant gratification. What I mind is the number of times I've had to call customer service for a very basic thing. I think I've spent six hours of my life on hold listening to the most repetitive hold music on earth. That is nuts.