Grrrrrr -- Back Talk

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Subject: Grrrrrr

Author:
Dana

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Date Posted: 13:35:30 08/17/01 Fri

I'm feeling very annoyed. We needed some furniture for our family room, and picked out a sofa and oversized chair. We loved the design but not the fabric, so we went for the custom order.

They called last night and said that the delivery would be between ten and one, but I was the first scheduled delivery of the morning so it would be closer to ten. They showed up at 12:30.

They brought the chair in and as they set it down I noticed a rip in the fabric along the back of the chair under the cushion. The sofa has a hole in one of the back cushions, the bottom cushions were wet and the custom pillows looked as if they were sewn by someone who had never used a sewing machine before.

I told them to take it all straight back out to the truck, but was told that they only deliver. I called the customer service number, and they offered to have a technician come out and "fix" it. I declined that offer because I'm not going accept new furniture in that condition. There is no way to repair it without the repairs being visible.

We have to go back out to the store tonight. Our sales rep was apologetic, and wants to discuss what to do to rectify the situation. I'm tempted to just ask for our money back and have them come get it. The only problem with that is, this is the only sofa and chair that we liked (after looking at many stores). They're really comfortable, and they look great except for the damages. If they offer to let us keep the furniture until our new sofa and chair are made, and offer us a discount for our trouble, then I might be agreeable to giving them another chance.

The reason I'm so annoyed is that this type of thing happens to us frequently. The sales people always tell me that "this has never happened before." Yeah....right, I really believe that.

~Dana

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Replies:

[> Subject: Re: Grrrrrr

Author:
Meghan
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Date Posted: 07:39:40 08/18/01 Sat

Well, it's Saturday morning so you may already have this resolved.

But, if you are in any way unhappy with what transpired, go straight to the manager - and if that doesn't work, ask for the address of their corporate office and write to the President. I am not at all a complainer type (and I'm sure you aren't either), but what's happened here is absolutely unacceptable and please trust me that if you get to someone who has the power to make it all better, it'll get resolved.

What a shame! But, no "if they'll do __________" attitude. Be reasonable, of course, (and your request does sound reasonable) but you TELL them what they'll do.:-) Good luck!

[> [> Subject: Re: Problem resolved

Author:
Dana
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Date Posted: 12:33:57 08/18/01 Sat

We went in last night and talked to the sales rep. She had already talked to the manager about the problem and offered the following to rectify the situation:

1. We are to keep this furniture for our use until the new furniture is made and delivered, at which time the damaged furniture will be removed.

2. They deducted $150 from the price of each piece.

3. They gave us a $75 gift certificate for the store.

4. The furniture will be delivered to the store, and inspected by the manager before it is delivered to us.

We didn't make any demands, this is what they offered. To me, the true test of customer service is what the company offers to do to rectify the situation. I always have a clear idea of what I'll find acceptable as a solution, and use that to guide my decision of whether the company will be given a second chance.

We're satisfied that this company wants to retain our business. I have a feeling that the next delivery will arrive in pristine condition.

~Dana