How can you top these completely avoidable PR nightmares? If only they truly meant the "Service" part of Customer Service.
Know the old customer service cliche - a satisfied customer will tell their friends, but a dissatisfied customer will tell everyone? Well, I live it every day in my business, and I share with you my experience and note that I sent to Mr.McLaughlin, not expecting any response.
"Mr. McLaughlin
I am quite possibly you newest dissastified customer. The delivery team was not even out of the house.
You see, we ordered a Split King with Adustable Foundation 2 weeks ago from the local store. Upon delivery today we discovered that we received a full king and not the split king mattress.
What should have been a no brainer fix, has me seeing red. Your Customer Service Dept. has informed us that it will be another week or two before the replacement can ship. Asked if it could be expidited, we were told NO. Asked if it could be overnighted, we were told NO. In fact we were told that the reason was that it would take that long was that the mattress "needed to be manufactured" and that that would take time. Huh??
So let me get this straight - you do not have existing inventory of the split king MATTRESS anywhere - each mattress is custom made - it will take a week or two to do that - and then only when it arrives do we call Home Delivery to set up the replacement, and how long will that take beyond the actual receipt of the mattress??? So now we are looking at over month from the date of purchase to get what we ordered.
To rub salt further into the wound, we received a promotional flyer in the mail today (after the incorrect bed was delivered) that offers the current 3 yr. no finance charge program. When we made the purchase on Aug. 7 we were able to get the 18 month no interest program.
Don't think it can get any worse, well to me it does. When talking to your Customer Service Dept. I was told that it would be impossible to switch the finance program. Even though we have started this relationship very poorly and I do not feel that we were receiving the correct information nor were we talking to individuals that wanted to address my concerns, I was unable to be transfered to the next level of Supervisors to get a further explanation -even though I requested to do do - basicly was told that that was the end of the road. After further discussion I was told was that in order to change the finance program I would have to be charged an extra $100 over the price we paid. OK, so I agreed.
I was then callenged as to whether or not I had the additional credit line to be able to add it $100 to our account. Unbelievable!!! She was baffeled as to why I did not have my credit line right in front of me. She finally actually looked at her computer to see that we clearly had the credit line. Argumentative for the sake of being argumentative?? You decide.
Needless to say, I do not think even your fine
Commenting by HaloScan
