Complaints

• Initial Complaint

  12/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was expecting a bedroom set to be delivered for my 88 yr old disabled mother on 12/8 between 10am -2pm. I received a call at 1 o'clock informing me the delivery would not be made due to illness. I asked why I was not informed earlier because I had already disposed of my mom's old furniture. I called ******* and Hackbarth to advise this was not acceptable as I can't carry my mom from room to room. I was told that Hackbarth only delivers in the area on certain days and no exception would be made. This is absolutely unacceptable to a customer who has paid for a service and very bad customer service. Hackbarth then informs that they re-scheduled the date for 12/12, which means my mom has no furniture for 4 more days because Hackbarth has issues. Regardless of whether they only deliver certain days, an exception should have been made to make the delivery. Instead, the problem was shifted to my mom as if she caused the problem. My mom is inconvenienced to no fault of hers. I have read the companys customer service policy and nothing they say on their website is true. All the other complaints i read are absolutely true.

  Business response

  12/13/2023

  Our operations team did reschedule the delivery due to a driver not showing up. We communicated the need for the change and were not made aware that the bed had been disposed of. We could have taken additional measures if that had been made known. I apologize that your family was inconvenienced.

  Customer response

  12/13/2023

  
  Complaint: 20980474
  
  I am rejecting this response because:
  Whomever wrote this response either is not the person that I spoke too or is a shamefully dishonest person.  I specifcally explained my issue in details to the person who called about the non-delivery. According to her, they had worked all morning to get the issue resolved and could not.  I explained that if I had received a call earlier in the morning (not at the later part of the delivery time)  that at the least, I would NOT have disposed the bed. In addition, I expressed the inconvenience of  having to wait an additional four days.  I could not carry my mom as she is disabled.  I insisted that other arrangements be made, at which time she placed me on hold to speak to her supervisor.  Thereafter, she informed me that there was not anything they could do.   I then called ******* and explained the problem in detail  (INCLUDING letting him know that the bed had been disposed)  and my  dissatisfaction with Hackbarth's lack of concern.The supervisor from ******* placed me on hold while he called Hackbarth about making an exception or some other alternative.  Per him, he was told, "they only deliver in this area on certain days and they will not make any exceptions" .   It's appalling that the responder is now saying they would have made some other efforts to get the furniture here. If that were the case, I would have never filed this complaint. Not only is their customer service lacking horribly, so is honesty.  That is disgusting.
  Sincerely,
  
  *** ******

• Initial Complaint

  04/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order large items from Wayfair and they have selected Hackbarth in *****, ***** to deliver them. Every time I have had issues. They are always having phone issues and you can't get a hold of them then if you call the main location in *************** they give me conflicting info. I am expecting a shed to be delivered and according to the tracking info it arrived in ***** last Tuesday, April 11th. I called yesterday and was told it would be delivered today and we would receive a phone call with the time. We received an email stating it would be delivered today from **** but at 11:45 it still wasn't here so I called Mobile again today and was told it just arrived in *********** and would be delivered tomorrow or Thursday but this is unacceptable for a business to do this to customers. They need to go out of business since they do not provide good customer **********************.

  Business response

  04/19/2023

  We apologize for the delay in delivery. We are in the process of moving to a larger facility in ***** and due to installation issues, we do not have phones/internet fully set up at our new location. This delivery is a large delivery and *************** going out on Monday for delivery. We apologize for the inconvenience this has caused.  

  Customer response

  04/20/2023

   
  Complaint: 19950935
  
  I am rejecting this response because: you should have notified Wayfair that you could not do deliveries during your building move so they could go out and find a more reliable company. I have been waiting for this purchase for over 4 weeks and now you are pushing it to 4 extra days when it should have been delivered last week. It also doesn't explain why you people in Mobile can't tell the truth about what is going on. Believe me this will be the last time I ever use your service.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am very unhappy with the service I received from this company. My delivery was supposed to take place on 3/5/22 - The driver (****, ****, ******?) told me he was in his bosses truck and couldn't drive it up my driveway, after attempting to back up driveway and couldn't do it. (poor driving). I asked to have them carry it. He them yelled he was not carrying S**T, F**K THIS. got in the truck and sped away. I NEVER received a call from anyone regarding my delivery. I had to continue to call for 10 days. Talking to ******, ******, *****, ******, *******, and ********. To finally get a new delivery date. I had asked all of them for some sort of reimbursement for the way i was treated by the original driver and the run around by your company for 10 day. It did finally get delivery, 2 weeks after my original date! Again ONLY because i followed up, NOONE every called me from your company!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩