Jaxie
11-01-2004, 12:53 PM
Just an FYI for anyone considering ordering from Forever Mine furniture: I would not recommend them. We had a terrible experience with them.
We ordered our furniture, a crib and dresser with book shelf hutch on July 11, 2004. We were told it would be 8 - 10 weeks for delivery. This was fine. I also ordered a wood sample at this time so I could match things up in the nursery. I had to call them 3 times to finally get them to send the wood sample, and it finally arrived several weeks after the last phone call. Not a huge deal, but still poor customer service for just a wood sample.
On Sept. 23, our furniture was to be delivered. We expected it to arrive as stated on their website:
"1. All of our products are shipped on an individual skid, all shrink wrapped
and bound together for delivery to your home. "
However, our furniture came on the back of the truck in plain cardboard boxes stacked on top of each other, there was no skid, and no shrink wrap. We opened the furniture downstairs to check for damage. The first piece we opened was damaged, the bookshelf hutch. The side of it had wood peeling up off of it, like it was dropped and wood splintered off.
The second piece we opened was also damaged, the dresser. The dresser had the wood dividers between the drawers literally falling off of it and therefore the drawers were not fitting on their tracks. Again, it looked like the whole dresser had just been dropped and broken. At this point we were very upset. We'd waited 10 weeks for our furniture and it arrived not shipped in the manner described and severely damaged. Our baby is coming soon and we of course wanted to have the nursery done by the time of his arrival. The crib was not damaged, thank goodness!
We called Forever Mine, they claimed they would replace it within 10 - 15 days and pick up the damaged furniture at the same time. They told us we would actually HAVE the new furniture within 10 - 15 days not that they would just ship it by then. We asked what they would do to compensate us for the fact that they did not ship it in the manner described on their website and that because of this, the furniture was damaged and my husband would have to take another vacation day off work to wait for the furniture to come. (The trucking company would only give us a 9:00 - 5:00 window). My husband is trying to save his vacation days for when the baby is born. And because they did not package the furniture in the manner described on their website, the furniture was damaged. We paid a considerable amount of money just in shipping, which we were OK with because we thought they were shipping it securely due to their claims on their website. We wanted at least part of our shipping refunded since they did not follow their statements on their website. If it had been shipped as stated and it still came damaged, then we wouldn't have been as upset because at least they had followed their statements. They refused, stating that they did ship it that way from their warehouse, but that the trucking company must have dismantled it later and therefore any damage the trucking company did to the furniture was not Forever Mine's fault. We argued with them at length that their website therefore was intentionally misleading to their customers and therefore they needed to compensate us in some manner. They told us our compensation was them sending new furniture without charging us. What? Like we would have paid for new furniture when it wasn't our fault it was damaged. Finally they agreed to call the trucking company to see if they would compensate us in anyway since Forever Mine would not accept any responsibility for the trucking company's damage to the furniture. Even though it was Forever Mine who hired the trucking company. We did not get a choice as to how the furniture was shipped or which trucking company was used. The told us the trucking company would give us $50.00 which while insulting, we still haven't seen. Forever Mine also promised us they would tell the trucking company not to remove the furniture from the skid before delivering the next time. Which they should always do since their website states the furniture is shipped that way for delivery TO THE HOME not to the warehouse where it will then be dismantled and thrown on a truck.
Our new furniture did not arrive until Oct. 21, which as you will notice is not 10 - 15 business days later but rather 20 business days later. When we called the trucking company for a delivery date, they did not have an order to pick up the damaged furniture. So my husband called Forever Mine and reminded them they needed to pick up to old damaged furniture. They said they would call the trucking company. My husband then called them again the next day to make sure they had set it up with the trucking company. Forever Mine stated that they had. Well, low and behold, when the trucking company dropped off the new furniture, they did not have an order to pick up the old damaged furniture and therefore could not take it. Also, the new furniture was once again not shrink wrapped on a skid. Thankfully though, the new furniture was not damaged. But, we still had old furniture sitting in our living room. And my husband was not about to take yet another day off work when he had already called Forever Mine twice that week to remind them to set up an order for the trucking company to pick up the old furniture.
So, once again my husband called Forever Mine. He clearly stated that he would not be taking another day off work for them to arrange pick up of the old furniture. He had already taken 2 days off for this, we had received damaged furniture not shipped in the manner described on their site, very poor customer service and had not received the new furniture in either the time line they gave us nor the manner they stated (shrink wrapped on skid). He had called twice that week to remind them about picking up the old furniture which he should not have had to do. It was now their responsibility to figure out how this furniture was going to get picked up. But it would not be on our time any longer. Forever Mine promised to call the trucking company and get back to him.
Which brings us to today, November 1st. We had not yet heard back from them over a week later. My husband had to call again this morning to remind them about picking up this furniture. Forever Mine finally called the trucking company while he was on the phone with them. Supposedly, they will be in touch to pick up the furniture, and we are supposed to be able to leave it on the front porch for them to get it. Which to be honest I don't feel comfortable doing since Forever Mine has been such a problem to deal with. I'm afraid to have them come back in 6 months and say we owe them money for the damaged furniture. But at this point what can we do? My husband has limited time off that he wants to use when the baby arrives and we're plain tired of dealing with this company already. And I want my living room back. I've had two huge boxes of furniture there since Sept 23.
The furniture is beautiful, but dealing with Forever Mine has been nothing but a huge headache. They can't seem to get their act together and their customer services representatives are often apathetic and rude toward you rather than caring and apologetic for their mistakes. Also, every time we call them we have to wait 15 to 30 minutes on hold just to speak to someone. And they don't bother to call you back or do what they say they will. They don't seem to care about their customers at all. I can't believe the Baby Bargains book gave them such a great rating for customer service. I sincerely hope this will be corrected in the next edition. We certainly won't be recommending them to anyone.
We ordered our furniture, a crib and dresser with book shelf hutch on July 11, 2004. We were told it would be 8 - 10 weeks for delivery. This was fine. I also ordered a wood sample at this time so I could match things up in the nursery. I had to call them 3 times to finally get them to send the wood sample, and it finally arrived several weeks after the last phone call. Not a huge deal, but still poor customer service for just a wood sample.
On Sept. 23, our furniture was to be delivered. We expected it to arrive as stated on their website:
"1. All of our products are shipped on an individual skid, all shrink wrapped
and bound together for delivery to your home. "
However, our furniture came on the back of the truck in plain cardboard boxes stacked on top of each other, there was no skid, and no shrink wrap. We opened the furniture downstairs to check for damage. The first piece we opened was damaged, the bookshelf hutch. The side of it had wood peeling up off of it, like it was dropped and wood splintered off.
The second piece we opened was also damaged, the dresser. The dresser had the wood dividers between the drawers literally falling off of it and therefore the drawers were not fitting on their tracks. Again, it looked like the whole dresser had just been dropped and broken. At this point we were very upset. We'd waited 10 weeks for our furniture and it arrived not shipped in the manner described and severely damaged. Our baby is coming soon and we of course wanted to have the nursery done by the time of his arrival. The crib was not damaged, thank goodness!
We called Forever Mine, they claimed they would replace it within 10 - 15 days and pick up the damaged furniture at the same time. They told us we would actually HAVE the new furniture within 10 - 15 days not that they would just ship it by then. We asked what they would do to compensate us for the fact that they did not ship it in the manner described on their website and that because of this, the furniture was damaged and my husband would have to take another vacation day off work to wait for the furniture to come. (The trucking company would only give us a 9:00 - 5:00 window). My husband is trying to save his vacation days for when the baby is born. And because they did not package the furniture in the manner described on their website, the furniture was damaged. We paid a considerable amount of money just in shipping, which we were OK with because we thought they were shipping it securely due to their claims on their website. We wanted at least part of our shipping refunded since they did not follow their statements on their website. If it had been shipped as stated and it still came damaged, then we wouldn't have been as upset because at least they had followed their statements. They refused, stating that they did ship it that way from their warehouse, but that the trucking company must have dismantled it later and therefore any damage the trucking company did to the furniture was not Forever Mine's fault. We argued with them at length that their website therefore was intentionally misleading to their customers and therefore they needed to compensate us in some manner. They told us our compensation was them sending new furniture without charging us. What? Like we would have paid for new furniture when it wasn't our fault it was damaged. Finally they agreed to call the trucking company to see if they would compensate us in anyway since Forever Mine would not accept any responsibility for the trucking company's damage to the furniture. Even though it was Forever Mine who hired the trucking company. We did not get a choice as to how the furniture was shipped or which trucking company was used. The told us the trucking company would give us $50.00 which while insulting, we still haven't seen. Forever Mine also promised us they would tell the trucking company not to remove the furniture from the skid before delivering the next time. Which they should always do since their website states the furniture is shipped that way for delivery TO THE HOME not to the warehouse where it will then be dismantled and thrown on a truck.
Our new furniture did not arrive until Oct. 21, which as you will notice is not 10 - 15 business days later but rather 20 business days later. When we called the trucking company for a delivery date, they did not have an order to pick up the damaged furniture. So my husband called Forever Mine and reminded them they needed to pick up to old damaged furniture. They said they would call the trucking company. My husband then called them again the next day to make sure they had set it up with the trucking company. Forever Mine stated that they had. Well, low and behold, when the trucking company dropped off the new furniture, they did not have an order to pick up the old damaged furniture and therefore could not take it. Also, the new furniture was once again not shrink wrapped on a skid. Thankfully though, the new furniture was not damaged. But, we still had old furniture sitting in our living room. And my husband was not about to take yet another day off work when he had already called Forever Mine twice that week to remind them to set up an order for the trucking company to pick up the old furniture.
So, once again my husband called Forever Mine. He clearly stated that he would not be taking another day off work for them to arrange pick up of the old furniture. He had already taken 2 days off for this, we had received damaged furniture not shipped in the manner described on their site, very poor customer service and had not received the new furniture in either the time line they gave us nor the manner they stated (shrink wrapped on skid). He had called twice that week to remind them about picking up the old furniture which he should not have had to do. It was now their responsibility to figure out how this furniture was going to get picked up. But it would not be on our time any longer. Forever Mine promised to call the trucking company and get back to him.
Which brings us to today, November 1st. We had not yet heard back from them over a week later. My husband had to call again this morning to remind them about picking up this furniture. Forever Mine finally called the trucking company while he was on the phone with them. Supposedly, they will be in touch to pick up the furniture, and we are supposed to be able to leave it on the front porch for them to get it. Which to be honest I don't feel comfortable doing since Forever Mine has been such a problem to deal with. I'm afraid to have them come back in 6 months and say we owe them money for the damaged furniture. But at this point what can we do? My husband has limited time off that he wants to use when the baby arrives and we're plain tired of dealing with this company already. And I want my living room back. I've had two huge boxes of furniture there since Sept 23.
The furniture is beautiful, but dealing with Forever Mine has been nothing but a huge headache. They can't seem to get their act together and their customer services representatives are often apathetic and rude toward you rather than caring and apologetic for their mistakes. Also, every time we call them we have to wait 15 to 30 minutes on hold just to speak to someone. And they don't bother to call you back or do what they say they will. They don't seem to care about their customers at all. I can't believe the Baby Bargains book gave them such a great rating for customer service. I sincerely hope this will be corrected in the next edition. We certainly won't be recommending them to anyone.