Mrs called and reported that one of her special ordered chairs were defective The customer picked up the chairs at the warehouse to not pay a delivery fee We told her that since we did not deliver them she would need to take the chairs back to the warehouse and they would be reviewed and inspected She took the chairs and they were measured and checked to make sure they were level The shop manager did notate that on one chair the cushioning was 1/to 1/of an inch higher than the other side That is within any furniture manufacturers specifications and we cannot return them as defective The customer was not able to use the office phone it is in a restricted area of the warehouse and we cannot allow customers in that area She did have a cell phone that was plainly visible with the customer service number written on a piece of paper in her hand She called and she left a message for me to call her back I called her mins later as I was not available when she called I did explain to her that when she ordered the chairs she did sign stating she was aware that these chairs are special ordered and there are no returns unless she pays a 25% restocking fee I told Mrs that we will arrange for the chairs to be returned with a 25% restocking fee I told Mrs that it will take about mins for the paperwork to get to the warehouse so the could accept the chairs back and that is how long she waited not mins I also explained the the customer that she did not have to go to the store, that the store would call her to complete the transaction that day She insisted that she was going to the store even though it was not necessary I understand that the customer is not happy with this transaction but we were very transparent from the beginning about the cost to return the merchandise if she special ordered the furniture and she was not happy with the furniture We did quickly refund her money except for the 25% re-stocking fee No further actions can be taken at this time
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Wednesday, December 27, 12:PMSubject: Re: [redacted] [...]I did everything that Lazboy asked me to do, their customer service is in Dallas so there is no face to face contact.The chair was measured to be 1/of an inch off level the chair frame NOT the cushionThis was measured by their staff member Ray The chair is unlevel and uncomfortable, It wasn’t rightThis wasn’t a clearance chair, we paid a lot of money for these chairsThey were matching chairs for our living room.As to the phone usage, the Lazboy phone at the cross timbers location was located in the office, while waiting another customer was allowed to access the back area for the restroomAs for how long I waited, it was a full minutes, I was the one standing there, there was no one from customer service at the location.Perhaps I didn’t word it correctly in my initial complaint, but I was required to get the money back from the Sugar Land location which as stated could have been done by phone, however, at that point I wanted to give the Sugar Land store a chance to make things right in person that didn’t happen.Im left with no chairs and I’m out a considerable amount of money[redacted]
Mrs called and reported that one of her special ordered chairs were defective The customer picked up the chairs at the warehouse to not pay a delivery fee We told her that since we did not deliver them she would need to take the chairs back to the warehouse and they would be reviewed and inspected She took the chairs and they were measured and checked to make sure they were level The shop manager did notate that on one chair the cushioning was 1/to 1/of an inch higher than the other side That is within any furniture manufacturers specifications and we cannot return them as defective The customer was not able to use the office phone it is in a restricted area of the warehouse and we cannot allow customers in that area She did have a cell phone that was plainly visible with the customer service number written on a piece of paper in her hand She called and she left a message for me to call her back I called her mins later as I was not available when she called I did explain to her that when she ordered the chairs she did sign stating she was aware that these chairs are special ordered and there are no returns unless she pays a 25% restocking fee I told Mrs that we will arrange for the chairs to be returned with a 25% restocking fee I told Mrs that it will take about mins for the paperwork to get to the warehouse so the could accept the chairs back and that is how long she waited not mins I also explained the the customer that she did not have to go to the store, that the store would call her to complete the transaction that day She insisted that she was going to the store even though it was not necessary I understand that the customer is not happy with this transaction but we were very transparent from the beginning about the cost to return the merchandise if she special ordered the furniture and she was not happy with the furniture We did quickly refund her money except for the 25% re-stocking fee No further actions can be taken at this time
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Wednesday, December 27, 12:PMSubject: Re: [redacted] [...]I did everything that Lazboy asked me to do, their customer service is in Dallas so there is no face to face contact.The chair was measured to be 1/of an inch off level the chair frame NOT the cushionThis was measured by their staff member Ray The chair is unlevel and uncomfortable, It wasn’t rightThis wasn’t a clearance chair, we paid a lot of money for these chairsThey were matching chairs for our living room.As to the phone usage, the Lazboy phone at the cross timbers location was located in the office, while waiting another customer was allowed to access the back area for the restroomAs for how long I waited, it was a full minutes, I was the one standing there, there was no one from customer service at the location.Perhaps I didn’t word it correctly in my initial complaint, but I was required to get the money back from the Sugar Land location which as stated could have been done by phone, however, at that point I wanted to give the Sugar Land store a chance to make things right in person that didn’t happen.Im left with no chairs and I’m out a considerable amount of money[redacted]