Tuesday, March 15, 2005

Customer Service Miracle

In the fall, we bought a four piece living room set (couch, loveseat, chair, and ottoman). We had to back order 3 of the items from a company that will remain unnamed. The loveseat was delivered right away and we were told 30 days for the rest....to make a long story short, we did not get the rest of the items until 2 1/2 months had gone by.

Normally this would not have been a huge deal but because we had just moved, we had actually gotten rid of all our living room furniture so we were sitting on the loveseat only for those 2 1/2 months. I should also mention that the unnamed company charged our credit card for the full amount the day we made the order and I paid it off that same month so we had no furniture but everyone else already had their money. We didn't want to cancel the rest of the order because we already had the loveseat which we couldn't return.

After about 1 1/2 months, I did email the corporate office and of course received no word back....after 2 months, I called the corporate office and had to leave a voice mail that was not returned. I had serious issues with the peon customer service person who told me that they could not be held responsible for what the salesman told me......hmmmm, sounds illegal if you ask me.

So I decided to wait until all our stuff was finally delivered, and I filed two complaint reports. One was with an online source and another was with the local BBB. I didn't expect to see any compensation from either of them but was hoping to keep another innocent from falling into their promise trap.

A couple of days ago, I got a refund of the amount I had asked for in compensation along with the apology letter I had requested from the local store I had made my purchases at. I was truly surprised and extremely happy (although this doesn't mean that the corporate office has learned anything about how to treat customers). I now need to make sure I give them another try (the only way to show them that good customer service works) but I think I will stay away from back orders for a while...

3 comments:

Chicken said...

This is amazing!! Now lets hope they use your feedback and make some changes with the way they do business.

Mike said...

LUCKY! I've never had such luck when I've complained and moaned to stupid companies that piss me off. Good for you.

Mishka said...

This is the first time that it has worked, but it is also the first time I went as far as reporting anyone to the BBB. I just thought the selling practices were a bit sketchy and someone should know about it...