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Review 10/13/2009
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At first I thought this company was going to be great to deal with. During the process of asking questions and ordering they were very responsive.
I purchased a two piece sofa set online from Direct Exchange Corp on 5/09. They said the sofa would be coming in two separate shipments, one by fed ex and one by freight. The fed ex items were in perfect condition, and I let them know that. A couple of days later, the loveseat and sofa were delivered by freight. I had been told, the items would be delivered curbside and I was responsible for bringing the items in my house. The packaging materials were significantly torn and there was one driver to offload the two sofas.
There is clearly a big flaw in this company's workflow process in that the freight company only takes the package off the truck. If there is damage, the customer will not see it immediately because once the package is brought inside, that is when the wrapping is removed. At this point in time, the freight people have left. If the customer is not supposed to sign/accept the package if there is visible damage, then the package needs to be brought inside the house for the customer. I'm not going to unpack the sofa on the street to check for damages. That's upsurd. What if there is bad weather?
Also, with no prior contact to when the package is going to be delivered, it's unreasonable to think that there will be people waiting around. The freight company did not contact me prior to delivery. And the delivery date that was provided for me was 3 days prior to true delivery. So again, there's a big flaw in the workflow process.
Also, there was only one driver and he was the only person to remove the heavy sofa off the truck. Basically he put it down as gently as he could, but it was basically dropped off the back of the truck because there was no one to assist him.
Bottom line, the furniture is not well manufactured and the company is only good to work with if there is no issues. I've not only filed a complaint with the BBB but also with the Attorney General's office. Unfortunately, what I'm finding out is a very hard lesson. First, there is no accountability and consumer protection other than complaint forums. The businesses and the shipping companies are more protected than the consumers. Secondly, if you must purchase a large/heavy piece of equipment that is being delivered, inspect it thoroughly before signing for it. If you find any damage what so ever, I would not accept the shipment. DO NOT rely on the company you purchased the item from to make good on getting it fixed or replaced. Chances are that won't happen.
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