I don’t write negative reviews. If a company sends me product I didn’t like, I simply don’t post and give them feedback directly. My readers know that what makes it on the blog are things I have enjoyed. This is an exception.
Last week I moved houses within Miami Dade County, and as with any move, I interacted with a lot of service providers. These companies did not provide me with compensation nor products. They didn’t even know I would be doing a write-up but the varying levels of service I received encouraged me to publicly applaud my winners (AT&T and Chiqui Moving Company) and tell you about ridiculous experiences with my biggest losers (Brandsmart and City Furniture). Here it goes …
Biggest Loser 1: Brandsmart
The problem wasn’t actually Brandsmart but their installation company in Florida TCI. A dishwasher was installed incorrectly, and they had to come back to fix it. Things happen, I was not upset the installer made a mistake, he was very friendly and courteous. When I called TCI about my problem they apologized, and set an appointment for Thursday “most likely” in the morning. They were supposed to call with a timeframe, but on Thursday morning when it dawned on me I hadn’t heard from them I called and spoke to Customer Service Rep 1. She told me the technician would come between 2-6PM, a time I would not be home. I explained to her my situation, and how it had been their mistake to begin with. She was intransigent and so I asked to speak to her manager, Alex.
I explained my problem to Alex: I was moving and had loads of dishes to wash. Was there anything they could do for me? Could they please come earlier? She responded …. I kid you not … “Ma’m that’s what sinks are for.”
Pause.
“Did you just tell me that’s what sinks are for?” I asked incredulous.
“Yes, dishwashers are a modern day convenience.” She replied matter of factly.
I wish I could have recorded this just in case you don’t believe me. Maybe we should all stop buying dishwashers from Brandsmart, they are not necessary. I asked to speak to the Manager and she said she was it. I asked to speak to the person who she reports to, and he wasn’t there. I left two messages for Bob, the owner of TCI and one week later, I still haven’t heard from him.
I did hear from Brandsmart after I vented on Twitter, they apologized and sent a $25 gift card. If I use it, it will be towards something that doesn’t need installation. It’s a shame, because Brandsmart might be a good company, but I won’t buy there if I have to deal with TCI. They can consider my business a modern day convenience.
I don’t have a picture of TCI, so here is one of my biggest stresses with the move. The special Lego creations that cannot be broken without major tears.
Biggest Winner 1: AT&T
I was so pleasantly surprised by AT&T I had to mention them. I chose U-Verse for the new house because the cabling placed the television nowhere near where I wanted it. I would have to extend a cable through the whole thing. With U-Verse you can have one wireless television. It might be a bit more expensive, but I have been an AT&T customer for eleven years. I got a great deal pricing wise, and they gave me everything I needed including a million channels.
The appointment was at 9:00am on that same Brandsmart Thursday, and at 8:50 Lewis was at my door. He was a very serious looking young man, who then worked all day long as apparently this house had no phone wires. I asked him if I was going to be charged for any of it and I wasn’t. I asked if he was going to have to change anything with the current house cabling and he said he would leave it untouched in case “something changed.” It wasn’t until 3:30pm when Lewis left; sweaty and tired I am sure, but with no complaints and a lot of professionalism.
Great job AT&T!
Biggest Loser 2: City Furniture
I don’t think City Furniture has a clue on how to sell. I take that back, they are a large local furniture company with several stores so I am sure they can sell. But not the lady I dealt with at the US1/Dadeland store.
We moved from a small apartment to a bigger house and needed furniture. I am not a shopper though I had visions of going off the beaten path and try to find unique pieces. Then I realized I had a house guest arriving shortly, and she’d be eating and sleeping on the floor if my family waited for decorator Cristina to get her act together.
First priority was a guest bedroom so I looked online, and though found what I wanted from CityFurniture.com I felt better purchasing at the store. They market “same day delivery.” Easy Peasy.
There we saw a dinning room table, chairs, and couch and since they had a 10% off sale we thought it was a good deal. We spent close to three hours at the store looking at furniture and trying to control two very bored boys. We were finishing up, I had given them all my information for the “same day delivery” and even received an email confirmation of my purchase. My credit card was out, and I was about to sign the little screen when the sales person says:
“Oh, by the way, I just checked and the bed is not available for ten days.”
Pause. My house guest arrived in four.
You couldn’t have told me three hours ago? I wouldn’t have spent all that time, selected all that furniture because what I really need is a guest bedroom and your sign says SAME DAY DELIVERY.
I understand that if a piece is not in stock a salesperson can’t make it magically appear. But she waited until I was that close to signing and spending a lot of money to tell me I wouldn’t receive it on time?
Grrrrr.
I asked for the manager who apologized, and the best they could do is give me a metal loaner. No additional discount, no break on the ridiculously high delivery charge, nada. I couldn’t help but feel this sales person knew it all along.
I told her “I just spent three hours of my Saturday at the store, and you tell me this NOW? It was the first thing we saw!”
She snarked “I spent three hours of my day with you as well.”
Except this was her job, her job is to be there and sell, my job is not to spend three hours of my Saturday at City Furniture. She would’ve sold too, and made a big commission if I hadn’t walked out.
Same day shame day.
Biggest Winner 2: Chiquis Moving
You won’t care about this one unless you are in South Florida. Yet if you are local, and are moving, do yourself a favor call Chiquis. They are a small company, but were superb at the very least. They called about three times to confirm our appointment. Sent the insurance papers needed by my old building way ahead of time, showed up early on moving day and actually had to wait for me to get the boys off to school. They taped boxes I hadn’t gotten to, and took things I thought I would have to take myself. All with a smile and with the “don’t worry attitude.”
When he saw my cat, Chiqui said with a big smile on his face: “That’s a huge cat! If she was in Cuba they would’ve eaten her by now.”
Then he petted her and proceeded to move her stuff to the truck.
At the new place, they helped me decorate. At one point I wasn’t sure how to arrange the boys room now that the furniture was in it. They moved things around for me, and even moved a large bookcase from one room upstairs to another one downstairs because I changed my mind. One bed was missing a screw and they fixed it (no more squeaking!) There was no grumbling or complaints, they were friendly and helpful. And affordable too.
Hands down, best moving experience ever.
We are not quite installed at the new place, but the number of unpacked boxes decreases every day and that is a good sign. Our next phase is home improvement, little things we need here and there. That is an area I am at a complete loss, so I am hoping to find mostly big winners full of helpful people that can help me finish up making this house a home.
