The customer purchased a sectional recliner in January. She called two months later in March and claimed the brackets were loose. With no questions we picked up the sectional and had it repaired, and brought it back to the customer in less that 5 hrs, with no charge for delivery. ...
But before we delivered the repaired sectional recliner, she left a bad review apparently because she wanted us to loan her a new couch while she waited and we didn't. She had promised to take down the review after we had helped her but she did not.From my understanding, people only write bad reviews when the company isn't trying to help the customer. We on the other hand, with no question or charge, went out of our way to pick up and deliver her sectional. The only reason why we were unable to exchange it the first time she called about a problem with the sectional was because it was considered used at that point. The manufacturing company even wrote a report on the conditions of the furniture when they received it. Initially, they did not want to accept it due to dog hair and also because part of the stitching on top came undone. They stated the condition of the sectional was extremely used and even had dirty cup holders.Nonetheless, the company repaired the sectional as much as they could based on the customers usage. We took it back the same day. The customer calls back in the middle of August and says the sectional had a huge lump or ball in it and said that same recliner could no longer recline. We called the manufacturer and they agreed to fix it. So I called my customer back and let her know that we were going to pick it up the next day. But that same day, my customer wrote another awful review and so I let the customer know that I was no longer going to pick it up and I gave her the information to the manufacturer so they could take it from there. I find it somewhat unfair that someone can ruin someone else' credibility for something that is out of their control. The customer wants a new sectional but again, that is out of my hands, the manufacturer will not exchange it due to state of the furniture. They will only repair it. I've done all I can but at this point the customer needs to deal with the manufacturer company directly. Because the warranty is covered by the manufacturer.
The customer purchased a sectional recliner in January. She called two months later in March and claimed the brackets were loose. With no questions we picked up the sectional and had it repaired, and brought it back to the customer in less that 5 hrs, with no charge for delivery. ...
But before we delivered the repaired sectional recliner, she left a bad review apparently because she wanted us to loan her a new couch while she waited and we didn't. She had promised to take down the review after we had helped her but she did not.From my understanding, people only write bad reviews when the company isn't trying to help the customer. We on the other hand, with no question or charge, went out of our way to pick up and deliver her sectional. The only reason why we were unable to exchange it the first time she called about a problem with the sectional was because it was considered used at that point. The manufacturing company even wrote a report on the conditions of the furniture when they received it. Initially, they did not want to accept it due to dog hair and also because part of the stitching on top came undone. They stated the condition of the sectional was extremely used and even had dirty cup holders.Nonetheless, the company repaired the sectional as much as they could based on the customers usage. We took it back the same day. The customer calls back in the middle of August and says the sectional had a huge lump or ball in it and said that same recliner could no longer recline. We called the manufacturer and they agreed to fix it. So I called my customer back and let her know that we were going to pick it up the next day. But that same day, my customer wrote another awful review and so I let the customer know that I was no longer going to pick it up and I gave her the information to the manufacturer so they could take it from there. I find it somewhat unfair that someone can ruin someone else' credibility for something that is out of their control. The customer wants a new sectional but again, that is out of my hands, the manufacturer will not exchange it due to state of the furniture. They will only repair it. I've done all I can but at this point the customer needs to deal with the manufacturer company directly. Because the warranty is covered by the manufacturer.