Call Kurtis: Avoiding Unexpected Delays On Special Orders

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.

FULL STATEMENT FROM LE PETIT CHATEAU -- August 7, 2012
"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."