My complaint:

Omschrijving klacht

We bought one couch with Goossens wonen amsterdam already in mid Jan 2010. When the time we bought the furniture, we have asked sales that our house is a ” bovenwoning” appartment which has typical narrow dutch stairs. The sale promised it was not a problem at all. We have scheduled for delivery on April 15. However, on the day of delivery, the delivery guy was not able to carry the couch from the stair. He showed a lot of impatience and complaints that we should not buy such big couch since our stairs is narrow, it is our responsibility to put the couch in (when we bought it, sales promised all the price of the couch is including the delivery as the service). After one try, they immidietly told us with bad attitude that they were not able to delivery but we have to wait for the contact again within 5 days for another appoinment. We started being unhappy with it, since the price (EUR 1750) is including the delivery as promised and it has been 4 month passed, we still have to wait for another 5 days for only making an another appointment and I have to prepare a ladder myself for their delivery. I have no car and also it is so funny if I buy the couch from a big furniture shop I have to buy the ladder myself. I called the customer service and I said, I am very unhappy with your unprofessional service attitude and I want to complain. Customer service replied to me, we could not help, the only thing you could do is waiting for being called for another appointment. Without any solution I had to take a train from haarlem to amsterdam and went to the shop, and they promised to call me the day after but they could not do anything, manager in the shop told me, you should understand, we are a big corporate. The day after, there is one guy called, but I have only said one moment please, he hang up the phone and I could not call back since there is no number. Afterwards, nobody called back again. 3days later, I could not bear and called customer service again. This time someone eventually told me that they would rent a ladder and shipped to my home the day before delivery. One the day, there was no ladder arriving at all. I had to call the customer service again, I was told the ladder could only be devliered at 11:00 in the morning while the appointment for delivery the couch is at 7:00-9:00. I still do not know how it would be and how long I am going to have the couch really in my living room since I have ordered for more than 4 months

Gewenste oplossing

1. delivery my couch as soon as possible
2. Formally applogize
3. Financial compensation with my telephone cost, time consumpution