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Martin's Town & Country Furniture

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Martin's Town & Country Furniture Reviews (1)

I agree with our customer’s statement that they ordered furniture on September 9th, and they were told that they should have all of their furniture by November I absolutely disagree that they were not getting any cooperation from usBefore the complaint was filed I offered four different
options. They could continue to wait for the tables on orderThey could accept the identical tables that we already had in stock I could help them to select something as a replacementI would refund their money for all of the tables and take the coffee table back To summarize the situation, the initial order consisted of a reclining sofa, a coffee table and two chairside end tablesThe sofa shipped from California on October 16th and I believe it was delivered by the end of that monthThe three Peters Revington occasional tables that were purchased should take no longer than four weeks for us to receive when they are in stock in the warehouse in Mississippi.Initially we were told by our customer service contact at Chromcraft-Revington that the tables were all in stock but within a couple weeks we were informed by our contact that she had been mistaken and that the tables were not in stock and that they would not be receiving a new shipment of end tables until around the 20th of NovemberI believe that this was communicated to our customer by my cousin Joel, who was the salesperson that helped the ***’s with their purchase (I am incorrectly listed on the complaint as the salesperson) and he was initially the primary point of contact with them about their furniture.It is worth noting that the two end tables that were ordered were already in stock and were offered to be delivered immediately at the point of sale but the choice was made by the ***’s to wait for everything to flow in from new orders. The coffee table shipped on November 9th and was received by us on November 30th and was delivered right awaySometime earlier in November we checked back to see about the delay on the end tables and we were told that they were now not expected to be in until January 20th, This new date was communicated to the ***’s along with the standing offer to deliver the two end tables that we had on our sales floor and had kept tagged as sold so that if at any time there was a change of mind about waiting we would be able to accommodate them right away.It was not uncommon for Mr*** to stop in and ask for an update on his tables and I believe that he may not have stopped as often or had felt the need to at all if we had been calling every couple of weeks to touch base about the delayHowever, it is also not uncommon for people to stop in and check up on things when they are passing by regularly because they live nearbyAt the time this was happening I was not developing a sense that there was any frustration directed toward us but only some understandable and justified frustration about the delivery of the tables being pushed back furtherWith only two of us running the store and so many responsibilities inside and outside of the furniture store, I don’t have the opportunity to have personal contact with every person who calls, emails or comes through the door but I was always under the impression from Joel that everything was okay as the tables on the floor were always mentioned as being available and the ***’s were going to consider that option and let us know what they wanted to do.Usually the information we receive regarding shipment dates from our furniture suppliers is reliable and we can direct our attention to more immediate concerns as we await the arrival of ordered furnitureThat was the case in this situation in which we were operating with good faith that the chairside tables would be in stock around the 20th of January and would then ship out to usI sent an email on Thursday the 25th of January to get an update on our back-ordered items which include the tables for the ***’sI had not received a reply by Saturday the 27th so I then sent another request which was replied to on Monday the 29th with an updated date of March 20th for arrival in Mississippi. Mr*** came into the store on the morning of the 30th, before I had been able to call him with the new update, and I told him about the email from the previous dayI explained that this is not a common situation but it does happen two or three times a year and that I was sorry for the inconvenienceI offered the four different options previously stated and he said he would get back in touch with us about what they wanted to doIt was that same evening that the Revdex.com complaint was filed, even though I had already offered several options to choose fromThere was no indication to me that their level of frustration had reached the point to where this type of action would be taken and it came as a complete surprise to us.I left a voice message for Mrs*** the next day asking if she could come in and we could discuss options and try to resolve this issue for herI received a call back from Mr*** wanting to know what options there were and I restated what I had said the previous dayHe said they would try to come in on Saturday, February 3rd to talk about it.When they came in on that day they went to inspect the two tables that we had been holding on the floor and found a small piece of veneer that had lifted on the bottom left side trim and asked if I could fix thatI said that I could fix it and they said I could deliver the tables when the repair was doneBefore they left we discussed the situation and I agreed with them that we could have been more proactive in contacting them as opposed to them feeling like they needed to reach out to us insteadI explained how much our customer relationships mean to us and apologized for any part in causing them to feel like they were not important to us.Later that day I received a notification of the complaint to the Revdex.com in the mail but I didn’t realize at that time that the complaint itself was printed on the reverse of the letterOn Monday, February 5th I delivered the two chairside tables and felt like we had reached an amicable conclusionEarlier today I called the Revdex.com to say that over days had passed since the complaint was received and wanted to verify if the complaint was still on file and that I was needing to respondWhile having that phone conversation I realized that the complaint was detailed on the back side of the notificationI would once again state that contrary to the “customer’s statement of the problem”, there was never any lack of cooperation and a refund was offered prior to the submission of the complaint. Sincerely,Neil MM***

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Address: 27050 S Highway 170, Canby, Oregon, United States, 97013-9199

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