Carlos Furniture - STX
What's the saying about an unsatisfied customer tells 10 people - well, I am proving it's true. My husband and I went to Carlos Furniture for their big after-Thanksgiving sale. It was packed. We were looking for a large desk for my husband's home office. He had found one at Office Max, but it was pressboard, and we know that it wouldn't last long down here. We thought it made more sense to pay a little more and get a good wood one that would last longer.
We found a really nice desk at Carlos Furniture. The owner met us and gave us a good deal on it so we also bought the bookcase and filing cabinet that went with it. The owner said that the purchase came with free delivery and set up. He asked if Sunday delivery would be okay - we said that would be perfect. The owner was really nice. We talked about how we were going to be building our house soon and would likely need furniture in the future. He told us that he would also be building a house soon. He was very friendly and professional.
Yesterday, we went to the Starving Artists' Sale, but we had the cell phone with us. We were told that they would call us 2 hours before the furniture was to be delivered. We kept checking our messages, but they never called. About 3 o'clock, my husband called the owner. He said that he wasn't sure if he had any more of these desks in stock and he would call back in 30 minutes. Now, keep in mind that we had already paid for it, and we had been told that there were several desks in stock.
An hour later, still no phone call. My husband called back. No, there were not any more desks in stock, but he would give us the floor sample for $300. The floor sample had looked terrible because it was all scratched up. My husband said no thanks, we just want our money back. The owner told him that he would have to come back to the store for a refund. We paid by credit card. You would think that he could just credit the account, but no, we have to be inconvenienced because of his mistake. We've lived here now for several months so we have become accustomed to poor customer service, but this just took the cake. This man has now lost a current and future customer with no apologies. Rant over - buyer beware.
bedroom set i bought there a couple of years ago had powder post beetle infestation. so you might want to get in writing that they will pay for remediation if that shows up later. i didn't even ask them to pay because i didn't find out for 2 years, so don't know what their response would have been.
I know the situation was very frustrating to you, but really doesn't seem all that egregious to me. Obviously Carlos' Furn. was in the wrong, but it was probably an honest mistake about having the desk in stock. I don't know the owner, so maybe it was some sort of plan to get rid of the floor model. Who knows? As for issuing a credit, he may think he needs to swipe your card. I don't know if he does or not, but he may THINK he does. Plus it's a good idea to get a receipt in hand for the refund.
I would have been the most upset over not getting a phone call. But unfortunately you have to take the lead in communication. It's not usually a priority here. I don't mean to imply their actions were excusable, by any means, but I bet that within a couple more months you will have encountered other situations that make this one pale.
I like Best Furniture. Very, very nice people and IMHO better quality furniture than Carlos'. I've also bought a couple of small things at Bargain Furniture. Very nice as well.
I agree with best furniture, very nice people but I have had to take the lead as Juanita said in getting repairs done to my washer I bought from them. I always say when doing anything here, stay on top of it, never expect a phone call back and be nice and calm but always pushy if you want to get anything done.
I'm trying out Royal Furniture next to Carlos and getting the run around, but I expect that. Also waiting for some furniture to be delivered. Its just the way things are here. The longer you live here the less things like this get you upset, its just another chore to get done. But its usually (not always) better then paying shipping and waiting for something that might never come.
I to am on the hunt for a good desk and it feels impossible. If anyone looking to sale a wood desk/office set, I'm looking to buy, need at least 2 file drawers and cpu drawer.
Best of luck to you always nice to see there is another Texan on the island. 🙂
whatever it is, GET IT IN WRITING. We bought a pricy refrigerator from Best (french doors with the bottom freezer), and had to take the floor sample as one of ours went bad, and we could not get GB Hardware to even come look at it for two weeks, even though we had bought it there only a few years before--but that's another story. Anyway, Best said same warranty as in the states, in answer to my very specific questions?...BUT when compressor went in 9 months, the song became...no labor covered because it was the floor sample....full warranty was no longer parts and labor, and getting the compressor replaced was an issue. I should have known better, but had dealt with them for years. I'd buy from them again, but get it in writing....
update to my post - my husband said that the owner did apologize on the phone and when he went in today for the refund. Still no explanation why he never called at all yesterday. So, like Betty, we are looking for a wood desk. 🙂
You know, it really is a bit scarey buying any high ticket item here from ANYBODY. No matter who you deal with, someone has had a bad experience. If you buy off island, then you know you don't stand a chance with a warranty. I am getting ready to FINALLY remodel my kitchen, and I'm really wondering who to buy the appliances from??? I will probably go with Gallows Bay, mostly because they have the dishwasher I want, plus we have been in there about 20 times looking and Mike, the young salesman, has always been very friendly and helpful, even though we've only bought a couple of little things. On the other hand, Amad at Best actually GAVE us a good quality bed because our commercial washers took so long to get installed. And Oscar's has a good reputation for service and can order anything and have it here in a week. I would spread it out, but you get a better deal if you buy everything from one. Oh well, it will be fun shopping!
I've dealt with "Oscar's" wife and believe me her promise is total. As with anything on STX it can be slow but their word IS good!
If you go to Oscar's ask for Sharon or Edwin.
We like to buy things like refrigerators on island, just to make sure we get some sort of warranty. We have a really good service man though, so it can become a toss-up if you save a whole lot of money buying off island...and right now the sales in the states are pretty good... it depends too on how fast you need something. We have, over the years., ordered sight unseen over the telephone, from both Best and Oscar's, if we had an appliance die when we had a tenant, and we were off island...and it worked out well every time..they would deliver, and charge our credit card, and we always got what they said we would get. We're willing to pay a certain amount for the convenience and customer service when we need it, plus we think it''s important to support local businesses when they are reasonably priced with a reasonable add-on to a stateside price--we know it costs them more to get the product here and sell it here. When they have outrageous prices then we go elsewhere.
I have been hearing ads on the radio for "high end appliance repair". We're into GE, Whirlpool, etc., etc.! But...anyone had any experience with these people? Will Kelli Ripka replace the Maytag Repairman???:@)
i can understand about them needing you to be in the store for the refund, wouldnt it suck if the wrong person got the refund and not you??? they just wanted to make sure they got it right. nothing wrong with that.
It's a shame you had a bad experience. We've bought several things from Carlos and had the same pleasant in store experience and their delivery was prompt (next day) and very professional.
I am still waiting for a new propane tank to be delivered from Antilles . . . going on day 8 now.
I've had a mixed bag with Carlos but in the end have to say that I walk away happy when I shop there. They do screw things up, they REALLY need to computerize/update their inventory management systems. They sold us a bed, and on the day that it was to be delivered told us that the one they had in the warehouse was damaged. The problem was that we had moved our bed downstairs into the apartment for our tenant to use. Anyhow, they had us come in and pick another one out, apologized profusely and offered to loan us a bed temporarily (delivered and all) until the model we wanted came in. The then gave us free bedding and pillows...they really did go above and beyond as did we with our patience. Mistakes happen and they dealt with it pretty nicely. In the end we got a fantastic Sealy matress set that is as good as our Serta set in the states for half the price. I was extremely happy.
Honestly, for the island, or hell even for the states, your story is not that uncommon unfortunately. In DC I had similar stories with Marlo and other big furniture chains...its just how that business is. You didn't get ripped off, you got your money back, and in fact if you approach the owners nicely and remind them of the mistake you can probably get a good deal on something comparable as they seem to "make things right."
SunOrSki - that's is why I switched to St. Croix Gas!
nforbes . . . thanks . . . I am leaving Monday and still no delivery despite them calling me to say I was on the "list"
I've never had an issue with them,(Antilles) other than that the delivery man often arrives VERY early in the morning---I'm thinking before 7--before I'm dressed for company, for sure...but I guess wwe must be on the start of their route.
I have had great success with them. A fridge, a washing machine and a stove. I have been able to call them when I needed service. Most of the other big box stores actually call Carlos furniture for repairs. I would recommend them time and time again.