Tvilum Dylan Bookcase, Coffee

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Price: $166.09    

Product Feature

• Coffee
• Dylan Home Office
• Scratch resistant, easy to assemble
• Foil
• PEFC certified wood

Product Description

Dylan contemporary six shelf bookcase. Part of the Dylan collection by Tvilum.

Tvilum Dylan Bookcase, Coffee Review

We buy so many books from Amazon that we needed some new bookcases. We ordered two of these after reading the customer reviews here on Amazon.

The first order arrived with all four corners of each box crushed (apparently dropped) and the outside of the boxes torn and dented.

Amazon's chosen shipper - UPS - simply left the boxes in the public lobby of our building without even ringing our doorbell. The boxes weight about 100+ pounds so we could not move them upstairs to our delivery address and had to spend more than an hour on the phone to get UPS back to deliver the boxes to our door. (Our comments about UPS's performance are included in this review because AMAZON designates UPS as the shipper.)

In hopes that the contents were not damaged we opened one box only to find broken, cracked and chipped parts. Amazon's return pages said we have to package the contents securely to return. Opening the box requires cutting straps, plastic and cardboard preventing us from securely repackaging the bookcase.

We called Amazon and spent an hour and a half on the phone first being told that Amazon would send an e-mail to us saying we were not required to have strapping and packing material for the return. When that e-mail did not come we called Amazon again and spoke with Customer Service manager "Mary Lynn" (Marilyn?) (Kentucky) who said that the Amazon rep should not have told us that we were not required to have strapping and packing material for the return and that she would "coach" the rep.

Kentucky Amazon Customer Service Manager "Mary Lynn" offered us NO assistance whatsoever regarding the repackaging the items for return.

We needed the bookcases, Amazon stock was running low and we thought that perhaps the delivery damage to the first order was an aberration so we ordered two more of these bookcases. We called Amazon to request that extra protection be added to the box corners and that the box be marked "Do Not Drop" to prevent damage to the second order. The Amazon customer service rep told us that he would e-mail the fulfillment center with this request and would send us confirmation via e-mail.

When no e-mail arrived we called Amazon again and spoke to Customer Service representative "Richard". After more than an hour explaining the problem, being repeatedly interrupted and condescended to and kept on hold several times, "Richard" told us that manager "Mary Lynn" had coached the rep not to send us the promised e-mail AND that no one at Amazon, except Amazon founder Jeff Bezos, was capable of contacting the fulfillment center where our order was and that we should call corporate. During this statement "Richard" was laughing and apparently thought himself quite clever.

The second order arrived also damaged. Some of the damage appeared to have been caused during shipping and some of the damage appeared to have been the result of product defect and poor quality control during manufacture.

As Amazon Customer Service rep "Richard" directed, we called corporate, explained the entire situation to a woman who identified herself as a "corporate receptionist" named "Levicy". We asked to speak to someone at corporate in charge of North American Customer Service. Levicy refused to transfer our call, insisted she did not know how to transfer the call and told us we should call the Amazon customer service number again.

We called the Amazon customer service number again and this time got a competent representative (Dawn in Kentucky) who agreed to refund our money and told us that "Richard" was incorrect because anyone at the customer service call center can contact the fulfillment center regarding packaging and breakage problems. She then transferred us to her boss David who took our report of the abysmal customer service (make that customer torture)we received at the hands of Amazon.

In summary:

1. This bookcase had manufacturing defects (a chunk missing from an upright, splitting corners, cracks in the back panel)

2. Amazon does not adequately package and mark the shipping box to avoid damage to the bookcase during shipping.

3. Amazon chooses UPS as its shipper and UPS exercise little care, does not ring the doorbell and does not deliver the boxes to the correct address.

4. With FEW exceptions Amazon customer service representatives treated us with contempt, lied to us and seemed entirely devoted to making the transaction just as difficult as they possibly could for us.

In conclusion: We simply wanted to buy a couple of bookcases. Instead we had to spend hours on the phone with Amazon Customer Torture in Kentucky and Amazon Corporate in Seattle being kept on hold, lied to, and treated with contempt. A stunningly hideous customer experience from bottom to top. We're very grateful that we finally got to someone competent at Amazon (thanks Dawn and David), but really, it should not have been this torturous!

Sorry this is so long but it's the only means we have to share our experience of this product and Amazon's Customer Service (AKA Customer Torture) Department.

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