Pilgrim Furniture City

https://forms.gle/XnyD3ACxZ83U4gQH6
Survey Addressing their customer service.
To attempt to implement change in the business.

STAY AWAY! I purchased several thousand dollars worth of furniture from this store in May of 2020 only be be given excuse after excuse on why they were unable to fill the order. First six weeks goes buy then eight weeks goes by. Phone calls made to the store are met with promises of delivery in the weeks to come. It wasn't until September(15 weeks) that some of the pieces were finally delivered. But not all because that would have meant my interactions with this company could have ended. No, one piece was "lost". So again I am left to wait.
Keeping in mind that Pilgrim knew there was a missing piece they waited a full 2 weeks before following up with the factory. And didn't even do that until I followed up to request a status on the delivery of the missing piece. More weeks go by and no call from Pilgrim with a status. Again I call. This time I'm told the piece is going to ship and be available for delivery in October. Wow more than 4 weeks after I received the first batch of already late furniture. The waiting game continues. Gee no phone call from Pilgrim to schedule a delivery so I call again. This time I'm told that it was decided that my order would not be placed on the truck from the factory and that I would have to wait for the next truck but they didn't know when that would be. So the wait continued.
October comes and goes so I make another call to Pilgrim. This time I'm told that my furniture will be arriving the first week of November and that they would call me to schedule a delivery time. Yay me. I get the call and was told that the furniture would be delivered between 10:45am and 2:45pm. The magical day comes and of course I have to leave the house for an unavoidable appointment. No problem I think to myself, they will call when they are 20-30min out and I will be able to race home to meet them. Nope they call from the driveway and announce they are here. I explain that I am 20 minutes away and on my way. They acknowledge my request and the race is on. Coming around the corner and to my surprise, there's no delivery truck to be found. 15 minutes past from my phone call with them and my tires entering the driveway and no truck. After two phone calls and a combined 45 minutes on hold with Pilgrim I'm told the truck arrives in the window of time and if the individual is not there they leave. No consideration is given for the 4,152 hours I've waited for them to arrive. No consideration for the hours I've had to wait on hold when calling their company to get a status on when they would be providing the product they took a full payment for close to six months earlier. Conversations with management are met with indifference. They claim to have no control over the outside vendor that handles deliveries. Even after it was demonstrated that said vendor lied and claimed to have stayed until a specific time in spite of time stamped call logs that proved otherwise. Pilgrim made no effort to work with their vendor to have the piece dropped off and instead offered the option of waiting. Something they have proven to be good at.

TD Bank is a deceitful, crooked company my experience - twice! First, you can NEVER get customer service to pick up the phone. 2 hours on hold today - finally got someone who said, even though I make 2 payments a month, I didn't make it in their "cycle" date so I was charged a 27.00 late fee. This was the second time this happened - first time rep said that was a mistake and reversed it. This time, finally got a "Manager" on the phone who said they could not reverse it. So tomorrow, I will pay the balance off in full and never have anything to do with Pilgrim Furniture or TD Bank again. Too bad, we had good experiences with Scott, Manager in Danbury. Now that store is closed permanently. No wonder with the Manager they hired after him. My guess, all of your stores will eventually hang the closed sign. Poor management, poor customer service, horrible financing company

To Whom it May Concern, Ms [redacted] has been contacted and has scheduled a return for the [redacted] bed for Saturday May 30th The customer will receive a refund back to their credit card once the merchandise is returned to Pilgrim Furniture Thank You, [redacted] Pilgrim Furniture City Service Manager

To Whom it May Concern, Pilgrim Furniture & Mattress City is working on resolving the customer's current issues We have reordered a brand new chair and have made special delivery accommodations for the new chair The customer did speak with ***, the Operations Manager, about the situation and was confident in their discussion that the issue would be resolved Pilgrim Furniture & Mattress City strives to assist all of our customers as quickly as we can The chair is currently on back order, which the customer is aware of, when this chair arrives in it will be thoroughly inspected Thank you, [redacted] Pilgrim Furniture & Mattress City Service Manager

My husband and I visited this business on 12/to purchase a TV stand we fell in love withWe purchased it that day for $and were told it would be in 1/CC was charged that dayWe did not receive a phone call regarding the piece coming in on 1/so we calledThey said it was on back orderWe asked to get a call the next day after they spoke with the manufacture to let us know what's going onNo return callThis happened twiceToday 1/(after we were told we'd get a call 1/10) they said that the piece would not be in until the end of FebruaryNot okSo they offered that we ACancel the orderBWait till FebruaryOr CTake the floor model (which we were told was damaged) but not get it at a discount priceThey said they had other people waiting for this piece and they didn't really want to sell the floor model but they made it sound like they were waiting for of of us willing to pay full price for the floor modelTHEN they would have been OK with getting rid of itTheir customer service was HORRIBLEIt's not hard to come through with what you sayIf you tell us your going to call then do itThey did offer free delivery if we waited till February, but that wasn't an issue for usWe were planning on picking it up ourselves either waySo that offer was pointlessWe ended up having to cancel the orderCompletely disappointed

We bought 12000 dollars plus worth of furniture at the Pilgrim Furniture store in Southington CT. We feel that our overall experience with the store has not been a very good one. Originally we were offered am additional protection plan for our furniture for which we paid 800 dollars. However we were misled to believe that this plan was an extended warranty that would cover all problems with the furniture including accidental. Will never again buy one and discourage any who entertain the idea. Also one of the pieces of furniture they delivered was damaged and they had to make us wait 2 plus weeks for a new piece. Lately we ran into a problem with a drawer of our bedroom dresser and we naively thought we were covered for it. Upon contacting the service center we had the plan with they told us that the problem we had was not covered. Upon checking the coverage list we found out that they cover virtually nothing and any and all things they cover are only if something breaks accidentally. The term accidental needs to really explained better as we thought that what happened to our drawer was indeed an accidental damage. They denied our claim and now we have to pay for it out of pocket. My advise is do not buy accidental protection plans for furniture and ask many questions when they offer it so you do not get bamboozled into thinking you have one thing while you do not. In addition upon speaking with the store customer service on phone the person told me they would try to talk to the service department of the protection plan to see if they could convince them to fix the issue ( this was a nice thing they offered) I told the person to please call me when they knew but to call me in the PM because I am unavailable in the AM, he said he was going to make a note. so the next day obviously I get a call in the AM so now I have to play phone tag rather than talk directly if they called when I asked them to. Obviously they do not like to follow instructions and inconvenience their customers In addition I call back the person who called me (not the one who told me he was going to make a note to call in the PM) this one was a woman who treated me rudely from the get go and then proceeded to tell me that we were not going to be covered under the protection plan. She would not even let me finish my sentences and would interject telling me what I had to do. Notwithstanding that I feel I was entitled to be annoyed about this whole experience I guess she felt that I was annoying her. I feel that the quality of the furniture is decent and mostly OK. However beware, DO NOT buy protection plans, they are a rip off and in addition I hope you get better and more courteous customer service reps than I did. Even the lady at the service center was not very nice nor sympathetic. I feel that if people annoy you then perhaps you ought not work in customer service. Customer service and protection plan gets one star for sure.

Complaint: ***
I am rejecting this response because: It has been months and I am still waiting for *** to come to my homeThey said they "Migh"t come out Aug 3rd They willl confirm the day beforeThey claim they had been waiting for Pilgrim to call when the parts came inWhen the warranty was sold to me by Pilgram I was promised" Everything" was covered for years? ~ Guess he was a great salesman......................................................I feel they should have taken some responsability since they have a deptthatdeals with wararranty and they sold it to me.
Sincerely,
*** ***

Dear Pilgrim Furniture,
As I sit here with lower back pain once again, I would like to thank you for your disregard for my years of loyalty!!! My year young *** mattress has a confirmed sag but your store won't replace it because of "stains"What a silly reason!!! Sag and stains have nothing to do with each otherGoodbye Pilgrim FurnitureI will never buy from you or recommend you again to anyone!!!

To Whom It May Concern:
The customer purchased her *** set from Pilgrim Furniture on 9/4/and Pilgrim offers a standard year warranty on the merchandise for manufacturer issues. At the time of purchase the customer choose to
buy an extended warranty through Protection 1st to cover accidental damages. The last time the customer was in contact with Pilgrim Furniture, before now, was 5/16/13. The customer is now out of their warranty and needs to work with Protection 1st to resolve the issues. The customer did this, and Protection 1St ordered new pull handles for the customer. These were sent to out to customer on 6/25/15, UPS tracking # ***. This was for claim #***.
Thank you,
*** ***
Pilgrim Furniture & Mattress City
Service Manager

To Whom It May Concern:
A full credit for the Sofa, Console, and Rocker Recliner has been issued to customer ***. The customer was given this credit on 4/28/but has not yet reselected.
Thank
you,
Pilgrim Furniture Service Department

To Whom it May Concern,
Pilgrim Furniture & Mattress City has tried assisting this customer as best as we possibly can. The customer is several years out of her warranty with Pilgrim Furniture & Mattress City. The customer purchased the extended warranty in case of accidental damages and it should be up the extended warranty ***, ***, to resolve her issue at this time.
Thank you,
*** ***
Pilgrim Furniture & Mattress City Service Manager

To Whom it May Concern,
I have spoken with the customer about her concerns and have addressed them accordingly. The customer will be in contact with me about the rug directly.
Thank
You,
***
Service M***
Pilgrim Furniture & Mattress City
*** ** ***

Complaint: [redacted]
I am rejecting this response because: The issued started the 1st few months of purchase from Pilgarm. I felt as though they constantly put a band aid on the issue untill the warrantee kicked in.  Which I had purchased from Pilgram. I have heard from [redacted] today and they are claiming it willl now be July 28th or longer.( going on 6 months) They also said they were waiting for parts from Pilgram had. Again, this issue began the first year of Pilgram purchase, I knew something was wrong with both couches from the begining but, everytime they promised, this will be the last time. That is the only reason I hung in. Also, I had lost so many days of work and time. It is very fustrating. At this point I am working with a girl who's name is [redacted], she deals with their warrantee [redacted]. And I am hopeful they can handle this. I  only want what is promised iwithin reasonable timing. We are now going on years.......................................now that warrantee will soon run out.
Sincerely,
[redacted]

To Whom it May Concern,
 
   Ms. [redacted] has been contacted and has scheduled a return for the [redacted] bed for Saturday May 30th.  The customer will receive a refund back to their credit card once the merchandise is returned to Pilgrim Furniture. ...

 
Thank You,
 
   [redacted]
Pilgrim Furniture City Service Manager

The Worst Customer Care ever. Very disappointing. They are so Rude and Impolite.
DO NOT WASTE YOUR MONEY AND TIME !!!
The Prices are higher than others, but we were directed their for the After Sale Services, which is not real.

To Whom it May Concern,
 
      The consumer, [redacted], has been contacted by Pilgrim Furniture to resolve his issue.  He purchased a Futura Sofa that was waiting for parts to arrive in from over seas to correct the issue he has. Unfortunately...

these parts are shipped on containers and can take an extended period of time to arrive in.  Now that the parts have arrived a service was scheduled for Sat 9/12/15, a day that Mr. [redacted] says is good for him, to correct the issue that he is having.  Pilgrim Furniture believes this will correct any concerns Mr. [redacted] has.   
Sincerely,
 
   Alison K[redacted]
  Customer Service Manager
  Pilgrim Furniture & Mattress City

To Whom it May Concern,
    Pilgrim Furniture & Mattress City is working on resolving the customer's current issues.  We have reordered a brand new chair and have made special delivery accommodations for the new chair.  The customer did speak with [redacted], the...

Operations Manager, about the situation and was confident in their discussion that the issue would be resolved.  Pilgrim Furniture & Mattress City strives to assist all of our customers as quickly as we can.  The chair is currently on back order, which the customer is aware of, when this chair arrives in it will be thoroughly inspected.   
Thank you,
[redacted]
Pilgrim Furniture & Mattress City Service Manager

Account Number: customer ID# [redacted]
Order Number: [redacted]
 
This issue has been satisfactorily resolved with the customer.  Customer came in to the [redacted] store on Sat 02-22-14 and is exchanging the entire sectional at no cost and has scheduled...

delivery for March 1st, 2014.

We at Pilgrim Furniture  have attempted to resolve the issues with the furniture on multiple attempts. We cannot provide this customer a product that is up to their expectations. We will  issue a pickup of the furniture and apply a full refund on the returned items.
Thank...

You.Nick S[redacted]
Operations Manager