Call Kurtis: Avoiding Unexpected Delays On Special Orders

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Eight-time Emmy Award winner Kurtis Ming is CBS13's consumer...
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GALT (CBS13) — Mike and Shanee Best had been waiting almost nine months for their $2,200 luxury bed frame — an early Christmas present to themselves.

Ordered in November 2011 from Le Petit Chateau in the Fountains At Roseville, the bed was expected to arrive in 12-16 weeks — which the Bests thought was reasonable for a custom-built luxury bed.

But for months all they’ve received from the store is excuses, they said.

“There was a labor strike, contract negotiations,” Mike said. “Issues with the trucking company … You name it — any excuse in the book.”

“It’s held up again,” Shanee said.

“If this company goes bankrupt, and a lot of specialty stores do, we’re out of our money altogether,” Mike said.

Store owner Debbie Nelson-Motell promised a refund in late June, but the checks were lost in the mail, Nelson-Motell said. In August, the Bests still hadn’t received their money — and they weren’t the only customers complaining about lengthy delays, CBS13 has learned.

The same thing happened to Cindy James of El Dorado Hills when she ordered a set of decorative tiles — which took well over the 12 weeks James said she was promised.

“When you’re talking 6, 8 months, you’re very doubtful you’ll ever see your merchandise,” she said.

The Better Business Bureau’s Gary Almond said for special orders customers should demand a final delivery date be written on your receipt.

“That way you have a limit to how long that you’re gonna have to wait for something,” Almond said. “It’s a contract.”

Nelson-Motell agreed to talk with us on camera to explain what happened, but cancelled the interview hours before, instead sending a written statement.

“Retailing and manufacturing is not a perfect science,” she said in a company statement. (Full statement below.)

And the lost refund checks?

“Our street number was off,” Nelson-Motell said in a later email. “Our mistake.”

After CBS13 got involved, the store overnighted a check to the Bests — but months too late to save their business.

The Bests said they now plan to buy a new bed from another store.

“I’m never going back,” Mike said.

“This Month, We Celebrate our 10th year in Business Serving the Sacramento community and It is OUR SINCERE INTENTION to not only provide a Unique and Positive Shopping Experience, but INSURE a high level of customer satisfaction. Since Retailing and Manufacturing is not a perfect science, it is with our SINCEREST APOLOGY if we have disappointed ANY customer. As we have, and always will, we strive to deliver unique product and a positive experience. WE had committed to the Best Family a full refund for their purchase and we sincerely apologized to them for any frustration or inconvenience they may have faced.”

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