Comments about BFD. It's nice to know the focus is on selling/making a profit but the store I dealt with left out the most important ingredient for continued success - excellence in customer service. I purchased a dinette set in July '05 and still have not received it. Previous to that I purchased a discontinued bedroom set (Society Row) which did not get delivered for two+ months(because they were waiting for a mattress set???)and even then the bed steps (marked off the order) and the armoire (damaged) were missing and I still do not have the items. Had I been informed I would not be receiving the entire set or that the delivery was being held up because of the mattress I would have requested delivery without it. I repeatedly asked if the armoire was still available, concerned that I would not be able to get it since it was a discontinued item, but was not able to get a response. I like the quality of what I have received (except for the mattress and box spring - for $1000 I cannot even flip the mattress to use both sides - poor quality) but am frustrated and disgruntled that I cannot get someone to call me to just explain what is going on. I was finally contacted by a service rep from Kentucky who asked how my service was and I outlined my experience and asked additional questions which were not answered. She said she would call the store manager and have him answer my questions. To date I have not heard from him. I know that he has been aware of this situation from the beginning as he was my sales person. He knows that I have called the store on numerous occasions. The steps to my bedroom set were marked off the delivery order (?) and I had to call to make sure they were still available. They found a set and I was told the steps were in but they are being housed under the manager's desk in the Polaris store, undelivered. If he is the standard and role model for service, it's no wonder other personnel are not compelled to return calls or provide information. About two months ago I received a call re: delivery of the dining room. It was missing a couple of chairs and the table (not very useful if delievered without a table). I did not take delivery without the missing pieces. When the missing pieces finally came to the warehouse (which I only found out through my continued calls to the store) I couldn't get anyone to set up a delivery date and after calling and calling I found that the table is damaged and that I will have to wait until it is reordered. I would never have known if I had not called constantly. This is amazing to me as this dining room is one of the major displays at the store. At this point, if there was a way to cancel everything and have you pick up what has been delievered I would do that. Ordering the dinette in July I thought I would have the set by the holidays but instead I ended up buying a card table to help with the serving/seating problems during Thanksgiving - not very impressive. I've called countless times to find out if I would receive the armoire and could not get anyone to call me back, including the manager, the assistant manager and the service coordinator. I asked just for a status or update and could not even get that information. Timeliness was important because I wanted to buy a larger bed frame if it was available. I asked the service caller about the frame and she was more concerned that I had purchased a queen mattress set and wanted to upgrade to a king bed frame. She said she was sorry for my problems, did not have the information I needed and that she would contact the store manager to assist. I have not heard from anyone. So, long story short, I don't care that there was a 12 percent increase in shipments to BFD. It doesn't mean much to someone who can't get a shipment to her house or find out if she is receiving damaged merchandise that has been "fixed" (finally found in the SAME state I live in six months after purchase) or if a larger bed frame is available and why the dining room has been sitting in the warehouse undelivered or how the table was damaged and now has to be reordered and how long that will take. Your service is dreadful. I will never again shop BFD and am not even looking forward to receiving what I ordered. I have never had an experience worse than this. I certainly don't have much to show for my hard earned dollars and have never been so disappointed in a shopping experience.
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