180 Campanelli Pkwy, Stoughton, MA | Directions 0207242.110707 -71.065220
Wonderful! – My son bought my husband a power recliner for him to use in the living room. The delivery men brought it to our house and took the old one also. They even showed me how to use it and demonstrated how the recliner lifts all the way up so it could help him stand, which was very helpful.
I Love This Company!! – I had a team deliver a new leather sofa and recliner to me recently. The delivery men were so nice and willing to remove my old sofa to the curb (which they had to take apart) and my old recliner to my garage. I was so appreciative of their thoughtfulness and would recommend them to any of my family or friends.
By far the worst customer service experience ever!!! – Negative five stars.
I was given a four hour window for delivery on a Saturday (11:00am - 4:00pm). My wife and I waited, and waited, and waited. If there was an issue such as a flat tire, accident, some sort of emergency then okay. But there was not a phone call, note on door (even though we were home the entire time!), nothing!!! I call the 1800 number but, of course, the office is closed on weekends.
At this point I'm mad, but figure there must be some sort of explaination.
On Monday morning, first thing, I call and explain the situation. They are deeply apologetic and relay the information to managment (but offer no explaination) and reschedule delivery for Tuesday between 1:00pm and 5:00pm. I receive the automated call confirming delivery time later Monday afternoon. Okay, this time it must happen. Everyone messes up once.
12:00pm EST – I call NERE (New England Retail Express) to confirm the delivery will actually take place between 1:00pm and 5:00pm. I also confirm that the delivery driver will call 1hr prior to arrival at my address. Andrea (NERE) puts me on hold and apparently contacts the driver who says he's in a town 30 minutes away. I leave a second phone number for redundancy.
4:05pm EST – No phone call from the driver. Remember I am supposed to receive a phone call 1hr prior to delivery and my delivery window is 1:00pm to 5:00pm. I express to Andrea the frustration that NERE did not show up on the previous scheduled delivery date (12/3) and that it was now close to the end of the day today. She calls the delivery driver, she says his name is Justin, and confirms he will arrive in 30-45minutes. So ETA just before 5:00pm.
4:52pm EST – STILL NO DELIVERY. I call Andrea (NERE) again and this time ask what street the driver is on because he should be within city limits by now. I am put on hold while she contacts the driver. When she comes back she explains that the driver says there is “damage to the boxes” and is “bringing them back to the warehouse”. Again, note the time and the fact that I had to initiate this call. NERE office hours are 9:00am – 5:00pm EST so if I would not have called I would have been left in the dark yet again.
At this point I am furious and insist the manufacturer find another courier to deliver the items as I have already wasted around 10hrs of my time.
Luz at NERE explains that the driver wrote in the paperwork that he came to the house and no one was home - AN ABSOLUTE LIE (see timeline above)!!! I work from home, my office faces the street, should I go on? I eventually gave them one last chance after my wife spoke to Luz at NERE.
Not until the third attempt did they actually deliver the items - nearly three weeks after the first. Oh, and when they did deliver they just showed up unannounced (supposed to call ahead) were careless with the items and WOULD NOT BRING THE FURNITURE IN THE HOUSE!!! A 160LB SOFA AND 130LB LOVE SEAT!!! Left it in the yard. Ridiculous. Had to ask a neighbor to help me bring it in.
Oh, and did I mention the furniture was damaged?
Minor and repairable but at this point I just wanted the job done.
DO NOT USE THIS COMPANY TO DELIVER ANYTHING!!!!
I am sorry for your inconvenience. At NERE, we strive for 100% customer satisfaction. I believe that we have already spoken, and satisfactorily addressed your issues. If this is not the case, please call our Stoughton office, and we will quickly solve your problem.
Slow! – Was given a four hour window (8 am - Noon) for delivery. This was confirmed three times (two automated phone messages and I personally spoke to a representative at N.E. Retail Express). Waited until noon and no one showed up. Called N.E. Retail Express and spoke with Andrea. She told me that the driver was at the delivery right before mine. He was assembling an elliptical machine and would need an additional 45 minutes. I waited 90 minutes and then called back again because no one had shown up. This time I spoke with Suli. Suli told me that she called the driver and he said it would now take him an additional 90 minutes to arrive at my home. Questioned why it was going to take an additional three hours and Suli had no explanation. So, three hours after the promised delivery time (a total of SEVEN hours waiting) - the truck showed up. Merchandise was as ordered. No apology from the driver. No explanation as to why no one bothered to call me and inform me that I'd be waiting around all day. Office personnel could careless. If you have a choice in your delivery company - DEFINITELY use someone else.
Bad Delivery Made Good – They delivered us the wrong dishwasher through no fault of their own (GE sent them the wrong one) BUT they half uninstalled the old one just enough before we noticed it was the wrong dishwasher. The install guys left a hole in our drain pipe flooding the cabinet under our sink.
I was pretty upset and the scheduling people were downright rude at first that they couldn't fix it until next week. After I went *way* over their head they were able to deliver it next day at 9pm. I feel bad for the poor delivery guys but they made good on the mistake in a timely manner.
Good customer service can fix even the worst problem, and they did me right in the end.
Horrible – Can you give negative stars? They delivered a mattress that was ripped and dirty. I saw it right before the guy left and I wanted him to take it.
He pressured me into keeping it and after he left I noticed there was mouse droppings on it.
Overstock said that I'm scheduled for pick up 2 days from now to pick up! I can't get a new one until this is gone. It has mousing droppings on it...mouse dropping! and is torn. Oh and the guy used my bathroom too. Nice!
So I have no bed and mouse poop. Great.
Uncommunicative, Unreliable Delivery Company for MA & RI – A delivery day was chosen and was to be within a four hour range from morning to early afternoon.
The scheduled delivery never arrived and I was home for the ENTIRE day.
I called New England Retail Express and wasn't able to reach anyone. The only option I had was to leave a voicemail.
I left a detailed message and was NEVER called back, although the voice prompt states that messages will be responded to within 72 hours.
I called twice more after the 72 hours had expired, and was STILL unable to receive a callback.
I was told that New England Retail Express arrived at my location with the unit, but the recipient refused the delivery.
This was certainly not the case; the delivery document was forged. They had delivered to the WRONG ADDRESS and attempted to deny responsibility.
The representatives of New England Retail Express had fabricated this story and WERE PROVEN to be deceitful.
For at least another week, I kept trying to contact New England Retail Express to schedule another delivery.
Finally, after more than 72 hours, I was contacted to schedule a delivery which was more convenient for them; not me.
When the delivery arrived, it was DAMAGED. I told the delivery reps. that I did not want the damaged delivery, and to take it back.
They REFUSED because they had "already [hastily] opened the delivery items up" from the packaging.
I contacted the items' manufacturer. They told me that the delivery reps. SHOULD HAVE taken back the unit, no matter if it were opened or not and that their refusal was WRONG.
After more phone calls, I still did not receive any call back.
I personally DROVE to their warehouse/office in Stoughton, MA.
The owner/manager seemed extremely surprised to see me and couldn't answer as to why all of my calls weren't being returned.
The pickup was finally scheduled. The time frame was scheduled from 2 PM to 6 PM. I was told that the truck would arrive closer to the 6 PM side.
I DID NOT receive a call until approx. 7:15 PM from a delivery rep. This rep. stated that they would be there "shortly".
At approx. 8 PM, TWO WHOLE HOURS after the latest scheduled pickup time, the truck showed up.
Apparently they knew they were going to be very late and NEVER bothered to contact me.
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