Patio furniture finally arrives

Posted on July 9th, 2008 – 10:54 AM
By Jason Hammond

Sectional1.jpg

In April, Stacy had placed our order from Costco.com for a sectional to be used on our upper deck. She had spent a fair amount of time looking for one that would not only look good, be durable but also not cost a fortune. The sectional was scheduled to be delivered in 4 to 6 weeks from the time of order but this was not the case. In mid May, when the first delivery date was anticipated, but the furniture had not arrived Stacy called to locate it. They gave her a scheduled delivery date for the following week, this would prove to be 1 of 5 delivery dates that we would receive over the next 4 weeks.

During one of the calls that followed yet another false delivery date, Costco actually told Stacy that she should call the delivery company herself since they were a subcontractor of Costco. After a long and frustrating series of calls and scheduled delivery dates, Stacy finally received a call back from the delivery company, only to say they would not be delivering the furniture that Friday after all, but that it was being shipped to another delivery company because they would no longer be handling this business. Back to square one. The series of continued exchanges grew very frustrating as we couldn’t get an answer out of either Costco, the manufactuer (Soma International,who Costco again told us to deal with) or the finally identified “new” delivery company. After waiting at this point 9 weeks, we were afraid to cancel our order as the other sectional options we had looked at, were either sold out for the season or meant an additional 4 to 6 weeks delivery, putting us at the end of summer. Finally, after we received the 5th false delivery date and no call explanation from Costco as to what was going on, we canceled our order and membership. Then miraculously, the next day, we received another call, this time the delivery person was very helpful. He told us he wants to schedule a delivery for the next day, however he didn’t feel comfortable doing so since he didn’t actually have the piece at this time and this was not the normal procedure (since it might require that we take off from work to be there to receive it). However, he was finally able to tell us the location of our sectional and promised that it would be in his hands in the next few days, at which time he would schedule an actual delivery date. Ironically it seems our canceling the order is what prompted it’s delivery. Maybe we should have done that the same day we ordered it.

Ultimately the sectional has proved to be of really nice quality and to our surprise, arrived in fairly good shape, less a couple of scrunched pillows. I can’t say I’m impressed with my first Costco experience and will have to think long and hard before I make any other Costco purchases.

4 Responses to "Patio furniture finally arrives"

The Jacklens says:

July 14th, 2008 at 9:07 pm

Must be the whole patio furniture industry….ordered patio furniture from Hoigaards at a large sum of money on 04/30/08 and received patio furniture just before the 4th of July. Not even the original stuff we ordered.

Jason Hammond says:

July 15th, 2008 at 9:05 pm

The Jacklens,

We had friends in from Florida this week and they went through the exact same experience.

Jason

Pamela says:

July 15th, 2008 at 9:13 pm

May be related to the gas/oil price issues. Companies used to drop ship. Now, they want to wait until they have large orders before they will send a truck load of items to your area. We are having big furniture delivery issues in the commercial architecture world right now because of this. Huge up charges for drop shipping of small orders that don’t fill a truck.

Jaclyn says:

July 26th, 2008 at 4:02 pm

So sorry to read of your Costco experience. I’m actually a huge fan of Costco, exactly because I have very high standards for customer service. They are usually excellent to their customers. I’d take my complaints up a level and demand some sort of compensation, perhaps in the form of a free years membership and/or gift cards- give them a chance to redeem their reputation!