1/5

posted May-28-2009

Ordered a leather recliner online. Was listed as "shipping in 4 to 6 weeks." This, it turns out means it ships from the factory in 4 to 6 weeks to a company who then forwards it to a local delivery company who may take still more time before delivery. (I still have not received this product, although my credit card was charged on April 15. I was sent an email from BJs member-care with a tracking number. Later i was told that this number was only to track the shipment to another warehouse. But in any case, this number according to Sam at customer care on the telephone, was incorrect, but he couldn't sort out the problem. He said he'd call back but didn't. I had similar experiences with other BJ's customer care people subsequently. Finally I was referred to the delivery company who informed me that the chair had been sent by mistake to Montana. They would try to get a new shipment. Why should it be the responsibility of the delivery company? A letter of complaint to the President of the company, Laura Sens, has still received no response some 10 days later. Here are BJs faults as I see them:

"Shipping in 4 to 6 weeks" is deceptive. At the least it should be glossed: "delivery may take four weeks (or whatever) more."

Customer service people should at a minimum make the return calls that they have volunteered to make. Further, they should be be more knowledgeable or have the means, at least, to track purchases.

Credit cards should not be charged until the item is delivered.

Senior management (i.e., the company president) should be responsible to all consumer complaints--not personally, but through it's agency. As of May 28 I do not have the chair I ordered on March 28, and I have no idea when, if ever, I might get it.

This review was modified by dhwsmith on May 31 2009 12:11:31 PM

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