That’s a very rude title, don’t you think? That is not the way I normally talk to people. But, desperate times call for desperate measures. When I’ve been pushed to the limit, folks, words like that just might come out.
This spring, I ordered a piece of wood furniture from a reputable furniture company, company A. As I completed the order, I noticed that company A was selling the furniture on behalf of a different company, company SH. I also noted that the furniture would be shipped from company SH and arrive in a box. Assembly required. That was fine. Been there, done that. I’m not afraid.
When the box from company SH arrived, I did a quick look at all the pieces. I’ll admit I did not count all the screws and examine every piece of hardware. But, on first glance, everything seemed to be in order. I started building. All of the major parts started coming together to create a lovely wood sideboard buffet. I was pleased at how smoothly the build was going. The last step in the build was to attach a large-head short-shank screw onto the inside of each buffet door. The screw connected with a hidden magnet which allowed you to press the door to close and open it. Like a magnetic catch and release.
The problem was, I had 2 doors, left and right, but only one large-head short-shank screw in the box. A screw was missing. In the pile of hardware, there were 2 small bags, each marked #9, one for the left door and one for the right door. The left door bag #9 had a handful of magnetic parts, 8 traditional tiny screws to mount the magnetic pieces on the inside of the buffet, and one large-head short-shank magnetic screw for the door. The right door bag #9 had all of the above EXCEPT for the one large-head short-shank magnetic screw. Without that screw, I was unable to open and close the right buffet door properly. My new furniture was complete, except for the one missing large-head short-shank screw. That missing screw was integral to the smooth operation of the door.
I immediately reached out to the manufacturer to ask for a replacement screw. I knew that company A would not have replacement parts for someone else's furniture, so I contacted company SH, as the instruction manual advised. That's when things became complicated. Weeks, nay, months passed as I tried to get my hands on the one missing large-head short-shank screw.
Here I have summarized and simplified my email interactions with company SH.
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May 28. Gwen: There was a screw missing from my box. Please send the missing large-head short-shank screw which fits on the inside of the door and engages with the magnet. The large-head short-shank screw should have been in packet #9.
May 28. SH: It would be faster for you to go to a hardware store and buy it yourself.
May 31. Gwen: I went to hardware stores. They don't carry the large-head short-shank screw, because it is a specialty screw. Please send me the missing screw.
Jun 1. SH: OK then, we will send you 2 of those screws.
Jun 8. Gwen: I received the package you sent, but it's the wrong screw. You sent me ordinary small screws from packet #9, screws which I can buy anywhere. Please send the correct missing large-head short-shank specialty screw which goes on the inside of the buffet door to engage with the magnet. Note the difference in the screws below.
Jun 9. SH: OK, now we understand which screw you need. We are unable to send it to you. Please go buy one yourself and send us the bill. We will PayPal you.
Jun 12. SH: What we meant to say is that, we want to resolve this so that you are satisfied. Let us know what we can do.
Jun 13. Gwen: You can send me the correct large-head short-shank specialty screw that was missing from my box.
Jun 15. SH: Yes, we will send you the missing screw.
Jun 19. SH: We are happy to tell you that the screw has been shipped.
Jun 22. SH: Did you get the screw? Let us know how it went.
Jun 23. Gwen: I just got the package. You sent the wrong screw again. I don’t need the tiny screws from packet #9. I need the large-head short-shank screw that fits on the inside of the door to connect and release with the magnet. Please send me the missing specialty screw.
Jun 24. SH: Oops, we're sorry. We know how frustrating this is. We will "escalate" your case and send you the "correct replacement screw."
Jul 1. SH: The new screw has been delivered. Did you get it?
Jul 7. Gwen: 3rd try, and you sent the wrong screw again. Stop sending me small screws. Please send me the correct large-head short-shank specialty screw that was missing from my box.
Jul 14. SH: Ohhhh, OK, now we understand. Thank you for your patience. We have shipped the correct missing screw. Here is your FedEx tracking number.
Jul 14 to present. FedEx: Your package is sitting in our ground distribution facility, collecting dust.
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So, I wait.
All of my pleas to the furniture company were detailed and direct. I sent numerous pictures. I measured and included exact descriptions. I restated my request again and again in ever increasing font sizes and bold colors. Sarcasm surfaced. But, time and time again, they sent me a handful of tiny screws that came from package #9. Screws that had been in the same hardware bag as my missing screw, or, rather, where the large-head short-shank screw should have been. Little screws that were easy to find at any random hardware store. Screws that I didn’t need.
The screw that I did need was their specialty screw –very large head, very short shank—a screw which I could not find at any hardware store.
Eventually, I scoured the internet and ordered a screw from Amazon, one that looked similar to my missing screw. I installed it, but it was a little bit too big, and did not fit the door exactly. I mean, it worked opening and closing the door, but it wasn't a perfect match, and it stuck out from the side of the buffet door. Other people wouldn't look closely enough that they could tell, but I would always notice the difference. What I needed was the one large-head short-shank screw that was missing from package #9 in the furniture box. I didn't want to order screws from the internet again and again, hoping to find a perfect match.
I like my new sideboard buffet furniture, but I don’t like the hassle that came with it. To me, it is beyond comprehension that furniture company SH could be so inept. That they would mess up so royally. Just send me the damn screw already! I have yet to write my review for the purchase, but I can assure you that it will be a doozy. I will come out guns a' blazin. Company SH and company A will get an earful.
All said and done, I wanted a nice piece of furniture and I got it. The sideboard buffet looks great; it holds the plates, dishes, and knick-knacks that I wanted it to hold; and, with my screwy hack, the doors work ok. I am pleased with it. Actually, I like it a lot.
One of these days, a package from FedEx may or may not arrive. I wait with baited breath. If the package does arrive, I feel 90% sure it will not contain the correct large-head short-shank screw. I have no confidence in company SH. If the package does (miraculously) have the right large-head short-shank screw, then YAY!, problem solved. If it doesn't have the right screw, then....
Should I continue to demand that company SH make my product whole, as was paid for? Hound them until they resolve my problem, one way or the other?
Or, should I just let it go? Calm down and admire my new piece of furniture, ignoring the imposter screw that no one else will notice? Write a scathing review, and then just move on, accepting the way things are? Appreciate what I have, instead of dwelling on what I don't have?
I hate to continue expending energy and getting fired up about something that might never get resolved. It's rather exhausting. And, I sure as heck will not take time and effort to disassemble the furniture, box it up, and send it back to them for a full refund. That's way more work than I plan to take on.
Should this be a hill to die on? Or, should I take a chill pill?
What to do? What to do? Any advice to share, based on your own experiences? Thanks for your insights.
This story perfectly encapsulates the tedium of modern life and a pattern of "help" that is all too familiar. But as a Brit, I always thought FedEx were meant to be the bee's knees - are they really that bad?
Caroline, no they are not that bad. They usually deliver promptly. But, out of thousands upon thousands of deliveries, every now and then one will get stuck in neverland. After all the drama with the furniture company, it seems that the screw is destined to be lost forever.
First off, no need to apologize about the title. It was very descriptive in just two words - I knew immediately that something was wrong. As such, when you first wrote Company A, my brain whispered "Company Asshole," and when you first wrote Company SH, my brain whispered "Company Shitheads." Sounds like my second whisper was most accurate. I've been in this position before. When refinancing my first home they sent a thick ream of papers with the wrong zip code. Tried to correct it many times (turns out the wrong zip code on something like refinancing papers is very important and MUST be corrected), but they just kept sending the same ream of papers (like, phone book thickness) with the same wrong zip code. What made it worse was that EVERY TIME I called them, I got a new person and had to re-explain the whole situation. I screamed, I cried, I tore my hair out, I swore (possibly at them). I know it got resolved eventually (I think it took a couple of months), but what a bunch of incompetent f*#@wits.
So back to your situation. How to proceed, hmmm... I get being exhausted by the whole thing, but if you have any energy left, you could invoke what I like to call the Nuclear Option. This means you find the emails of all the company's top brass (this could include sales reps, HR personnel, and other people who are several degrees removed from the situation) and send a giant group email spelling out in detail what has happened. I've only done this twice, but the swiftness of a remedy was noteworthy. It's remarkable how one person's small original error can cause a massive headache for someone they've never met nor will ever meet. Good luck, Gwen!!
Great idea. Imma give the little guys another shot, and then maybe I'll send out for the big guns.
OMG...sounds like SH has a screw loose (and not the right one). At this point, it's the principle of the matter; I'd totally stick to my guns–if for no other reason than to see how long it took them to finally get it right. Morbid curiosity and all. Do keep us update on the screw saga!
I know. I almost don't even care anymore, but I do want to see if and when this might get resolved.
Oh, that's so hard! It's a new piece of furniture - one that you want to keep for years. I love your sense of humor - and certainty, "If the package does arrive, I feel 90% sure it will not contain the correct large-head short-shank screw. " 🙂
I think I'd continue to pursue it. Not in a way that drives me crazy but maybe in a way that demands they send you a whole new sideboard if they can't find that one screw. Good luck with that!!
Thanks Wynne. I have requested that they send me a new screw, or a new packet #9, or a completely new sideboard in a box. But, I haven't demanded it or threatened any action if they don't. Maybe I should turn it up a notch. Aren't these situations fun?
😉