Metropolitan Warehouse & Delivery Corp

I own a furniture company that sells through several different online sites. They all use different companies for long distance deliveries; of the people I work with, one of the sites (a very high end shopping site) uses Metro. It used to be not all the time, but now it’s every single time. I see people complaining about long delivery time and inconvenient delivery windows, but every company has those. The big problem with Metro, though, is that they are basically brain dead. I would say they are disorganized and don’t communicate well between departments, but the truth is the dispatcher doesn’t even seem to communicate well with HERSELF. They will send me an email saying they’re ready to pick up, then when I respond by both email and phone they either never get back to me or act like they have no clue what i’m talking about. I expect long distance furniture delivery to take time; the company I use when I do direct sales can take up to 8 weeks to deliver coast to coast. But it’s not because their ineptitude keeps them from even picking up the item; it’s because they are a much smaller outfit and only have 2 trucks. Communication is everything: tell the customer it’s gonna be a while, and they may get impatient but they certainly can’t fault you, since you told them what’s going on. Metro’s policy seems to be, get everyone (including their own drivers) as confused as possible for no reason, both of the pick up end and the delivery end. This is not rocket science. If the piece you bought sits in my warehouse for 4 weeks, then sits in theirs for probably another 2, you are a loong way from getting your sofa.

Due to a recent renovation I have become an expert on various delivery companies that retailers use. Serena and Lily use this company. They have terrible customer service. I waited all day for a delivery and at 5:15 someone finally returned my calls (3 of them) to say that the item was still in California. All day I was told it was in transit to my home.
They are rude on the phone and not at all customer oriented. Restoration Hardware and Pottery Barn do much better if you have a choice.
I am still waiting for the delivery and it is over a month. I am trying to cancel the order with Serena and Lily

This has been the most horrible experience I have ever dealt with concerning customer service. I have been waiting for my delivery for over 2.5 months. I have called over 15 times. Each time they say they are emailing dispatch to arrange the order and someone will call me back ASAP. I have never received a phone call back. So I have been calling every day and have asked to speak to a supervisor. I was transferred 4 times to a full voicemail forcing me to call back and wait for my call to be taken again. I was assured that I would be called back yesterday by the end of the day of course I didn’t hear anything. I called first thing this morning and was assured I would be called back in ten minutes, three hours later I had to call back again. Then I had to leave a voicemail that informed me I would be contacted within two hours and of course didn’t hear anything back. So I called again and was told that my delivery couldn’t be scheduled until next week and someone would call me on Monday to schedule.

On December 21^st Ella Toktomusheva (works here) wrote me this regarding of something that I ordered on URBAN OUTFITTERS
…“On behalf of One Kings Lane we would like to schedule a delivery of your order for the week of 12/​28″.
Today 01/​05/​2016 I’m still waiting for a delivery date.
This place sucks

WHAT A NIGHTMARE.
We were in touch with them to choose a delivery date for my order from UO. We received an email the day of the scheduled day stated that they would be there between certain hours. We took the day off work and sat waiting. Apparently they had our old number (understandable why we didn’t answer then) but were never told the delivery guy would not come to the front door, he would wait until we answered the phone. I am not sure he was supposed to do this because we were never told this previously. I have had multiple orders from restoration hardware and not once have they not come to the front door when delivering items that were scheduled. They show up, knock, delivery the furniture timely and are extremely professional and friendly (highly recommend). Anyways, apparently the driver said no one was home (this is what he has reported). Far from true. Our lights were on, car in driveway and at one point we sat waiting on the front porch. We called back, dealt with someone who seemed utterly confused, and refused to let us speak with Courtney the woman who had been emailing us. So no one had shown up, no one even stopped by but he claimed he did. We were told either the woman on the phone or Courtney would call us back in a few minutes. 30 minutes later and nothing. So my husband called, spoke with a pleasant gentleman who dealt with the situation and the delivery guy came back. Told him to leave it in the sunroom so we could bring the pieces in to put together in the bedroom and not have a mess in the house since I assumed it would have many pieces. My husband tipped him, even though I am not sure he deserved it because he delivered the wrong piece of furniture! I now have someone from Concord’s half cabinet thing, which it clearly states on the sheet that was left, definitely not the bed frame I ordered. He apparently was quite rude, probably grumpy he lied about coming to our house and had to come back at 5 pm. Courtney does not respond to emails, but she works through a 3^rd person who has no idea what is going on so this person reads off of a sheet. They are now not answering their phones. This is so insane. We are now on the phone with Urban Outfitters and they are very helpful, they are even offering a refund which I am taking and I will order a bed frame from a company that chooses to deal with professional warehouses. I am hoping as suggested to them (we told them to look at the Unilocal reviews) that they no longer use this delivery service. I suggest getting furniture elsewhere if you realize you must deal with this company, always ask before ordering. That is what I will do from now on.

Bought another sofa from Costco. Had a delivery scheduled for Tuesday. On Tuesday morning, based on an awful past experience with Metropolitan Warehouse (see other review), I was told that the sofa is on schedule for delivery today. Then radio silence as my delivery window is about to pass. I call in a few minutes before my delivery window is up, and after being put for 15 minutes on hold, I’m told that the sofa has never left Metropolitan’s North Carolina warehouse (I’m in Chicago!).
WTF? Why would they waste people’s time — schedule them, tell them it’s coming, and never bother to inform them otherwise? Had I not called, I could have been waiting all freaking day. These guys have ZERO respect for people’s time.
Why does Costco continue using them??? As I stated previously, it’s inappropriate for a top-​reviewed merchant like Costco to use such a bottom of the barrel delivery service. It’s tarnishing Costco’s good rep. I have the utmost faith in Costco, but I will never count on their sofas being delivered on time as long as they continue using Metropolitan Warehouse for deliveries. Pure awful. a

Terrible service. I took a day off and my furniture never arrived. Even though that was their fault no one was willing to work around my schedule for the second delivery. Absolutely nightmarish customer service. avoid at all cost if you can. Hopefully they will go out of business soon.

After finding out that my sofa and bed would be shipped via Metropolitan Warehouse, I looked them up on Unilocal and grew very concerned that it would be a terrible experience. In fact, I was very suspicious of the 5 star review, convinced it had to be a plant. My low expectations were initially confirmed when the company representative who called me on October 15^th said that the soonest they could deliver was November 9^th, and that they only deliver on Mondays and Wednesdays… However, there was nothing I could do so I scheduled my delivery date and waited to be disappointed. However, November 9^th rolled around and the delivery guys came right at the time scheduled and were quick and professional. It was definitely a smooth experience and everything went as promised.
I dinged a star for the long wait from October 15 to now, otherwise I want you anxious people out there to know that it might not be so bad!

Awful experience. They outsourced the delivery of my couch. It’s been sitting in a warehouse in North Carolina for three weeks now. They refuse to give me any information as to when they will actually put it on a truck. The majority of the customer service people are rude. If you ask to speak to a manager, they put you on hold and don’t pick up. Avoid at all costs.
On the bright side, the company I bought the couch from actually refunded me $ 100 because it’s been over a month since I ordered…

After waiting 15 days from scheduling a pickup, I received a telephone call on Monday that my pickup would take place that day from 3 to 7 pm. I received a second call confirming this time a few hours later. I normally close at 5pm, but waited an extra two hours for the pickup which never came. The following day, I called them and was told that there was no truck in my area, and the nearest one was in Denver. I am in Chicago. I asked why I was told that my pickup would be yesterday if there was no truck within a thousand mile radius. The customer service representative to whom I spoke had no idea and told me, «You’ll just have to wait.» I asked for how long, and she repeated, «You just have to wait.»
[Update]: It has now been a month. Two more pick up appointments were made. They didn’t show for either.

The absolute worst customer service I have ever dealt with. Unfortunately I have to deal with them twice. They were rude, unhelpful and wouldn’t do what they had said they would during the timeframe they said they would do it.
DO NOT USE THIS COMPANY!

I am not a 1-​star reviewer kind of gal, let me just start by saying that. But I am so incredibly disappointed in Metropolitan Warehouse.
I ordered a sofa from Apt2B and am having it delivered to my apt via MW. Had I known how horrible this delivery company is to deal with, I would have never bought the sofa from Apt2B in the first place.
MW contacted me to schedule a delivery, and they stated they only deliver on Th, Fr, and Sat. I am unavailable on these dates the majority of the time due to my work schedule and I told them that. I requested a very specific date for delivery. They then stated they would contact me again later when they had the date confirmed.
They did contact me further in the week only to tell me they had scheduled it for a day I am unavailable! Great, so now I have to reschedule the delivery. Suddenly, they tell me they also deliver on Wed, which would have been useful EARLIER. Argh!
So again, I request very specific dates and told them if they don’t meet this delivery request then I will seriously be unable to receive my couch for the next MONTH unless I just call out of work. And that’s ridiculous, I shouldn’t have to do that. The lady on the phone didn’t seem to care, totally ignored me regarding this and just said they would call me back on ⁸⁄₂₅ to confirm a delivery date and guess what, it’s after their business hours and I didn’t get a call.
So now here I am having to work around them and reminding myself to call them tomorrow to get this stuff straightened out. I am feeling so ignored and neglected as a customer here. I have never in my life complained about a company, but they operate and manage everything so poorly, that I wonder how they are even still in business.
Long story short: Any company that uses this delivery company… you may want to stay away from. Please, if you can use a different company THEN PLEASE DON’T USE THIS ONE.

WARNING — do not use this company. I don’t even understand how they are in business, they are not capable of making deliveries. It has been 8 weeks (supposed to be 2) and over 5 hours on the phone arguing with their incompetent staff and I still do not have my furniture. THE WORST SERVICE EVER (and I used to be in the furniture biz so I have seen many companies.)
I wish there was more I could do to hold them accountable.

Worst delivery service I’ve ever encountered. If I could leave 0 stars, I would. How are they still in business?
I ordered a couch from Apt2B. The tracking information on the Metropolitan website says the couch arrived to their warehouse on July 10. I got a call from them on July 13 saying that they wanted to schedule a delivery date. When I called back, they said that they would deliver the week of July 27 and could not deliver sooner; they said they would call me nearer to then to schedule a delivery date. On July 24, they left me a voicemail saying that July 30 was the date that they would be able to come. OK, so far it was really slow but at least they were keeping me informed. I wasn’t ever able to get a person on the phone to confirm the delivery date/​time, but I left a voicemail reply on their answering machine saying that the date was fine, but could they please confirm that they’d gotten my message. I called and left messages twice, hoping someone would confirm that they were delivering and when. Crickets.
Today is July 30. I got a call at 6:40pm from the en route delivery guys saying that they would be at my place in 20 minutes. Ack! At that point I expected they weren’t coming. I took apart the daybed that was in the spot where the new couch would be (feeling very proud of myself, as I dismantled everything and moved it to the spare room all by myself in 20 minutes), and the delivery guys arrived.
Here’s where things got terrible.
I’m on the first floor; this should have been an easy delivery for them. But no. The two delivery guys made a bad attempt to get the couch through the gangway of my apartment building, but it apparently didn’t fit; rather than realize that the couch wouldn’t fit that way and stop, they tried to force it in and then had to force it out. I told them that they could use the alley instead which has far more clearance, and they were extremely reluctant to do so. They were clearly annoyed that they couldn’t violate the rules of my apartment building and bring the couch through the front (which wouldn’t have fit anyway — too many tight corners and small doors from the 1930s) instead of walking the 20 feet to the alley and the back door (which meant less corners and more space for them to work with, but hey, I know nothing).
Once I finally convinced them to use the alley, they loaded the couch back onto the truck so they could drive the truck into the alley. Frankly, walking the couch around would have been easier, but they wanted to bring the giant truck. They then noticed that the couch was broken; it looked like the leg and where the frame on the bottom connected to the leg was cracked. I’m 99% certain that this was a direct result of their failed attempt to go through the gangway, because the leg is the part that didn’t fit through, and they were not gentle in moving it. They were not pleasant to deal with.
This was less than an hour ago. They noted that the couch is broken on their paperwork and have taken it back; they said that Apt2B would ship me a new one. They’re trying to make it sound like it was broken before they got it, but I’m almost certain that they broke the couch while I was watching them manhandle it.
The couch was custom upholstered; it took a few weeks for it to be manufactured to begin with. Now that Metropolitan has destroyed it, I’m guessing it’ll take another 5 weeks or so to get me a replacement. At least Apt2B has already responded saying that they will look into this and try to make it right (props to them for the quick response).

If possible at all, I definitely would want to give them one star. It is absolutely the worst delivery company ever.
I bought a bed set from Costco and this company was responsible for the delivery and assembly. First of all, they called that they would deliver on a thu. But they didn’t show up until the next day. Two people did the work, one is a student making money in summer and the other doesn’t understand or speak English. When they assembled the bed set, they just can’t aligned all pieces together and said that is the product problem and they can’t do anything. Instead, they asked me to do that myself. It is ridiculous!
This company uses unqualified workers to do the job because they are low-​cost. Ultimately, it is the problem of this pathetic company. At the end, I still tipped the workers for $ 10.
— — — — — — — — — — –
Here is the update 8 days later, as we found out more problems. It appears that those delivery guys missed some parts of our furniture. «Retarded» is the only appropriate word to describe these people.

My heart is sinking into all sorts of depths of despair after reading the previous reviews for this company. My experience with Metropolitan has been poor, and their customer service is unacceptable.
I ordered a rocking chair from Anthropologie on July 2, 2015. In the subsequent 25 days, I’ve spoken with 3 different Metropolitan representatives, and still do not know if and when my order might be delivered.
Two Metropolitan representatives assured me I’d be contacted in 2 – 7 business days to schedule delivery, with absolutely no follow-​up. One earnestly assured me for a solid 5 minutes that my order has already been delivered. This is not the case; the actual delivery was never scheduled, and I didn’t sign for the order. Furthermore, Anthropologie’s specified shipping date was *after* this supposed delivery date. After a long hold, this same representative promised she’d call me back in 2 days to schedule delivery (…so has it been delivered or not?), again with no follow-​through.
Overall, dealing with Metropolitan has been confusing and frustrating. Their poor showing will make me think twice about ordering from Anthropologie again.

The owners of this business should be ashamed of what they’re doing. A vintage cedar chest I ordered April 22 has been «In transit» since May 5. At the time of this post, July 6, I still cannot get a human being to respond to any of my voicemails or emails. Who knows where my furniture is? Certainly not Metropolitan!

Absolutely the worst delivery company. EVER. I find it rather pathetic that the business manager went out of his way to thank the most recent positive reviewer while ignoring all the negative complaints. Get a spine you weasel and put forth good customer service, will ya? I spoke to someone in their customer service department on April 6^th because they apparently wanted to collect a COD payment. I later contacted the store where I purchased my item and found out that I was not supposed to be charged anything more for my delivery. Yeah, I know! That was the first indication that more trouble would soon follow.
I was told that someone would call me the week of April 13^th to schedule my delivery of my dresser. On April 23^rd, I contacted the company to find out where the hell my dresser was. I was then told that they wouldn’t be able to schedule my delivery until the week of May 11^th. Say what? So when I asked what the hell happened, the rep said they called me between April 14 — April 22. How convenient, huh? They claimed they couldn’t get in touch with me. BS! My phone is always on, and not a single message from them. When I said what happened to my previous delivery date, the idiot on the phone lied again and said it was still in transit during that time. So which is it? Did they not deliver my item because they couldn’t reach me, or because the item was in transit? Why the hell did no one call me? She can’t even tell me where my item is right now.
I’m sure when May 11^th comes around there will be another excuse why they can’t deliver my item. A dresser costing two grand being delivered by a subpar, incompetent company. Never again! I will always take my business elsewhere if a store tells me they use them for deliveries.





and many more use this company to deliver items. Please, please call to verify if your store uses them. If you can, explain your fears, and ask for another shipping company. Take your business elsewhere, if you can.

I ordered a couch from a company that ships through Metropolitan and the couch arrived at their NC warehouse at 2÷19÷2015. I live in Arizona, 85 282. It’s now ³⁄₁₆ and I still haven’t received my delivery. I just called and was told delivery would happen in the week of April 7 — that’s another three weeks of waiting if they make that delivery. It will have been a total of 7 weeks.
Their customer service is awful and confused. I’ve been in email and phone communication with them weekly. At one point, a representative said on the phone that my couch was already in the CA warehouse. Later, I was told it was in transit to the CA warehouse or still in the NC warehouse.
One time when I called, i was simply told to «call back in 3 – 5 days» and given no information at all.
Messages left on their answering machine are not returned.
The website has no transit history at all except Feburary 19 «Reached High Point, NC — warehouse». (The website also says that I was contacted on ²⁄₂₅. I was not.)
I have an email dated March 13 that shows the location as «Zone 5», which is California. When I called today, I was told that my couch was still going to California, and that because their CA warehouse services its area only every two weeks, my item would miss the next delivery slot and I would have to wait till APRIL.
The worst part about this is not the wait, it’s the awful and incompetent customer service that goes along with it. I feel like I’m mostly being ignored, and when I’m not ignored, I’m just given false information.
At this point, the only hope I have left for a speedy resolution and delivery is that someone in charge at Metropolitan will read this and take care of it. The bar code number is 4 079 584.

Well, it appears I am not alone.
I ordered a sofa from UO in November. I received an email to either deliver last week or this week. I chose the week of ¹²⁄₂₉. Shortly after, I was informed that this was not possible and that the delivery was scheduled for Wednesday ¹⁄₇ from 9 – 1 and I could let them know if that didn’t work. It was about a week and a half before the date so I said okay and took off work that day.
Today, I get an email that instead of having the delivery on Tuesday (where did that come from??), that it could be Wednesday since the delivery guy has some family emergency. Ok, great… it’s the day it was supposed to be.
Nope, I get an email 15 minutes later that there was a mistake and it will be Thursday for 11 – 4. I emailed back and requested that it be on Wednesday as I already took off work. She told me there’s «no way» that the driver would be able to make it to me in time so she could make sure I get a delivery Thursday morning.
I have never seen so much confusion and terrible customer service. This company is fine for someone at home all day without a job. Anyone else — stay away. Awfulll.