Initial Business Response / [redacted] (1000, 5, 2016/10/19) */ Revdex.com- [redacted] and [redacted] special ordered items a custom Leather Dual Power sofa ($1,258.00) and a push-back recliner ($784.00) on Friday September 3, [redacted] came to pick up their items on Saturday October 8, Upon inspection, our employee noticed the sofa was not equipped with POWER for the reclinersOur employee checked all of the paperwork from the original invoice, our purchase order and the label on the item and We ordered the item with power, we ordered it correctly, but the manufacturer did not include itSince all of the paperwork was correct, and it was a human error at Southern Motion Manufacturing, the only way to identify the error is to open the packaging up and inspect the inside of the package/sofaWe do not do this before a customer comes to pick up their "CPU" items, our customers have always preferred their special order items to be packaged and in original manufacture sealed packagingIf a customer is picking up their item at our warehouse, we open it right before we load their vehicle and have them inspect before they sign for it, that is when it was discovered that the error had been made at the manufacturing company, not at The Mattress [redacted] Our Employee showed the paperwork to [redacted] so he could see it was all ordered correctlyOur employee explained to [redacted] that we would need to call the manufacturer on Monday since they are closed on the weekendAs [redacted] was driving away with the Recliner, [redacted] called the Furniture Salebarn and she was very upset and was demanding an additional discount from our employee for the extra time she will have to wait for a sofa to be reorderedOur employee explained he would have more information on Monday and they may be able to ship it sooner since they made this error, it has never happened before and regarding her [redacted] demand for additional money back, he already discounted her item when she purchased $off the sale price and that he could not give her any additional money and not authorized to discount more [redacted] called our Pekin location and again was very angry and upset and demanding a discount for having to wait***, the owner offered to call the manufacturer first thing on Monday morning and find out how quickly they could rush it to us since it was their error, he was apologetic and also offered to send our delivery men to deliver it and set it up to her home (approx miles round trip) at no charge when it does come inSo she would not need to come back to pick it up [redacted] said that free delivery was not good enough and that she wants money, more money than she already got as a discount or she "will wage a negative social media campaign against you" "If you are not willing to give me the extra discount plus the free delivery I am taking to social media to get what I want!" [redacted] said that sounds like extortion, our online credibility is not for saleWhile [redacted] was "being loud" and demanding, at one point it seemed she hung up and she never called backThe store was open for nearly more hours and she never called backLater, AFTER our business had closed for the day, [redacted] went on to our business facebook page review section and left a review that was not accurate about the conversations she had with our employee or with [redacted] she added rude comments like #epicfailmattressdoctor #zerocustomerservice and left out all of her abusive, verbal banter and left out her threatsWe DID offer FREE delivery and [redacted] kept stating she used to work at Cohen's Furniture (closed a decade ago) so she knows the margins on furniture and she wants more money for having to wait, for all her troubleNo trouble had occurred, and the way she was responding was extreme and it was not what we are accustomed to experiencing from customers [redacted] explained that he can offer the free delivery and sservices but that she already took a $discount upfront and that power leather sofa doesn't have the heavy margins she thinksOn her complaint on Facebook she states she will have to wait weeks in all, even though the first one came in weeks and [redacted] offered to call to see how quickly they could ship it on Monday, but before we could do that, [redacted] Hint also states The Mattress [redacted] will have her money weeks before she gets her sofa, etcShe was rude to our employees and to the owner and then on Facebook, carrying out her threat Saturday night before The Mattress [redacted] even had a [redacted] to call the manufacturer on MondayWe refunded her sofa purchase right away and told her we would do so right away on Saturday [redacted] is free to order her custom sofa from a variety of sourcesTypically a customer comes in to the store to get any refund if paid by credit card [redacted] left phone messages to come for the refund and they did not come by or respond, so we called our merchant services and did the refund an alternate way [redacted] also explained to [redacted] (phone message) and to [redacted] on the phone directly after she received her refund, that she can purchase this same sofa in many other places locally or online [redacted] said she would rather get it from us and doesnt believe she can buy it elsewhereThat is simply not the caseHere is list of local retailers who offer the same exact item by Southern Motion Furniture: Martin's, Sherman's, and Steger's Furniture companiesThey offer Free Delivery alsoHere are Online links for the same item- discountleatherchair.com , wayfair.com , greatfurnituredeal.com Please let me know if you need to see the review on Facebook from [redacted] on Saturday We consider the matter resolved as we refunded the customer's money for items not received immediatelyThe item received, the recliner, is a non-refundable and non-returnable special order itemThank you Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/11/02) */ Here is my response: On Saturday, September 3, my husband and I ordered a power sofa and push back recliner from Mattress [redacted] WarehouseWe paid a total of $for these items On Saturday, October 8, my husband drove minutes by highway to pick up these itemsWhen he arrived at Mattress [redacted] Furniture Warehouse, he saw that the box the sofa was in had been openedHe looked into the box and realized that the sofa was not power as we had orderedHe told Garrett Kipfer (Mattress [redacted] employee) that the couch was incorrect Garrett told my husband that we might as well take the sofa anyway, because the power recliner option was the same price as the non power option My husband found this peculiar, as during the time of sale, MrKipfer had charged us over $extra for the power recliner optionMy husband declined the sofa and MrKipfer told us he would reorder it Later that day, I called Mr***, the owner of the Mattress Doctor Warehouse.Three hours later, he telephoned me back I inquired as to when the new sofa would be in and if we would be able to get a discount to make up for our time, travel and inconvenience During that conversation, Mr [redacted] expressed disbelief that we would ask for a discount, as he didn't believe we went to any extra troubleHe said that his employee had given us a discount of $at the time of the sale and he said that was a lot of money to discount I told Mr [redacted] that I felt uncomfortable with his business having our $for weeks, as that is how long it would be from the time of the original sale to the time I picked up my correct sofaMr [redacted] laughed and said that $isn't exactly a lot of money My husband and I are confused that Mr ***'s $discount is a lot of money to him, but our $isn't much money to him At one point during this conversation, Mr [redacted] said that he might possibly be able to deliver the correct sofa when it came inHe did not offer to put this into writing Mr [redacted] said he would order the correct sofa from Southern Motion furniture and would have the company expedite the order I expressed dismay that Mr [redacted] was being so flippant over this incorrect order I was talking to Mr [redacted] on my cell phoneI had no idea what type of phone Mr [redacted] was using-landline or cellDuring the course of the call, the call droppedModern phone etiquette says that the person who initiated the call should call back if the call drops; this way both parties won't be calling each other at the same time I waited a number of hours for Mr [redacted] to call badid not call I went to the Mattress [redacted] facebook page to read about their policiesThe web page invites customers to leave a reviewNo where on this web page does it list the caveat that only positive reviews will be accepted I wrote my customer service review on the webpageThe review was truthful and to the point On Monday, Mr [redacted] left a voicemail message for my husband, stating that Southern Motion furniture company was refusing to expedite the shipment of our correct sofa A few days later, I telephoned Mr [redacted] to ask the status of our orderMr [redacted] told me that he was very angry that I had posted a negative review on his web page and he was now refusing to order the couch for usHe said he would issue a refund and he'd even give us the tax we paid back He told me I could order the sofa elsewhereHe told me that Sherman's sells Southern Motion furniture(they don't) He also said I could go to Steger's Furniture in Pekin(this store is miles away) I have never seen a business with this lack of customer serviceI have never seen a business that thinks it's $is a lot of money, but the customer's $is not a lot of money We are now stuck with a recliner that matches a sofa that we don't have, as Mr [redacted] refuses to take the recliner back-even though it matches the couch that he refuses to order [redacted] ***-***
Initial Business Response /* (1000, 5, 2016/10/19) */
Revdex.com- [redacted] and [redacted] special ordered 2 items a custom Leather Dual Power sofa ($1,258.00) and a push-back recliner ($784.00) on Friday September 3, 2016. [redacted] came to pick up their items on Saturday October 8, 2016. Upon inspection, our...
employee noticed the sofa was not equipped with POWER for the recliners. Our employee checked all of the paperwork from the original invoice, our purchase order and the label on the item and We ordered the item with power, we ordered it correctly, but the manufacturer did not include it. Since all of the paperwork was correct, and it was a human error at Southern Motion Manufacturing, the only way to identify the error is to open the packaging up and inspect the inside of the package/sofa. We do not do this before a customer comes to pick up their "CPU" items, our customers have always preferred their special order items to be packaged and in original manufacture sealed packaging. If a customer is picking up their item at our warehouse, we open it right before we load their vehicle and have them inspect before they sign for it, that is when it was discovered that the error had been made at the manufacturing company, not at The Mattress [redacted]. Our Employee showed the paperwork to [redacted] so he could see it was all ordered correctly. Our employee explained to [redacted] that we would need to call the manufacturer on Monday since they are closed on the weekend. As [redacted] was driving away with the Recliner, [redacted] called the Furniture Salebarn and she was very upset and was demanding an additional discount from our employee for the extra time she will have to wait for a sofa to be reordered. Our employee explained he would have more information on Monday and they may be able to ship it sooner since they made this error, it has never happened before and regarding her [redacted] demand for additional money back, he already discounted her item when she purchased $170 off the sale price and that he could not give her any additional money and not authorized to discount more. [redacted] called our Pekin location and again was very angry and upset and demanding a discount for having to wait. [redacted], the owner offered to call the manufacturer first thing on Monday morning and find out how quickly they could rush it to us since it was their error, he was apologetic and also offered to send our delivery men to deliver it and set it up to her home (approx 40 miles round trip) at no charge when it does come in. So she would not need to come back to pick it up. [redacted] said that free delivery was not good enough and that she wants money, more money than she already got as a discount or she "will wage a negative social media campaign against you" "If you are not willing to give me the extra discount plus the free delivery I am taking to social media to get what I want!" [redacted] said that sounds like extortion, our online credibility is not for sale. While [redacted] was "being loud" and demanding, at one point it seemed she hung up and she never called back. The store was open for nearly 3 more hours and she never called back. Later, AFTER our business had closed for the day, [redacted] went on to our business facebook page review section and left a review that was not accurate about the conversations she had with our employee or with [redacted] she added rude comments like #epicfailmattressdoctor #zerocustomerservice and left out all of her abusive, verbal banter and left out her threats. We DID offer FREE delivery and [redacted] kept stating she used to work at Cohen's Furniture (closed a decade ago) so she knows the margins on furniture and she wants more money for having to wait, for all her trouble. No trouble had occurred, and the way she was responding was extreme and it was not what we are accustomed to experiencing from customers. [redacted] explained that he can offer the free delivery and set-up services but that she already took a $170 discount upfront and that power leather sofa doesn't have the heavy margins she thinks. On her complaint on Facebook she states she will have to wait 10 weeks in all, even though the first one came in 4 weeks and [redacted] offered to call to see how quickly they could ship it on Monday, but before we could do that, [redacted] Hint also states The Mattress [redacted] will have her money 10 weeks before she gets her sofa, etc. She was rude to our employees and to the owner and then on Facebook, carrying out her threat Saturday night before The Mattress [redacted] even had a [redacted] to call the manufacturer on Monday. We refunded her sofa purchase right away and told her we would do so right away on Saturday 10.8.16. [redacted] is free to order her custom sofa from a variety of sources. Typically a customer comes in to the store to get any refund if paid by credit card. [redacted] left phone messages to come for the refund and they did not come by or respond, so we called our merchant services and did the refund an alternate way. [redacted] also explained to [redacted] (phone message) and to [redacted] on the phone directly after she received her refund, that she can purchase this same sofa in many other places locally or online. [redacted] said she would rather get it from us and doesnt believe she can buy it elsewhere. That is simply not the case. Here is list of local retailers who offer the same exact item by Southern Motion Furniture: Martin's, Sherman's, and Steger's Furniture companies. They offer Free Delivery also. Here are Online links for the same item- discountleatherchair.com , wayfair.com , greatfurnituredeal.com Please let me know if you need to see the review on Facebook from [redacted] on Saturday 10.8.16 We consider the matter resolved as we refunded the customer's money for items not received immediately. The item received, the recliner, is a non-refundable and non-returnable special order item. Thank you.
Initial Consumer Rebuttal /* (3000, 11, 2016/11/02) */
Here is my response:
On Saturday, September 3, 2016 my husband and I ordered a power sofa and push back recliner from Mattress [redacted] Warehouse. We paid a total of $2200 for these items.
On Saturday, October 8, 2016 my husband drove 25 minutes by highway to pick up these items. When he arrived at Mattress [redacted] Furniture Warehouse, he saw that the box the sofa was in had been opened. He looked into the box and realized that the sofa was not power as we had ordered. He told Garrett Kipfer (Mattress [redacted] employee) that the couch was incorrect.
Garrett told my husband that we might as well take the sofa anyway, because the power recliner option was the same price as the non power option.
My husband found this peculiar, as during the time of sale, Mr. Kipfer had charged us over $100 extra for the power recliner option. My husband declined the sofa and Mr. Kipfer told us he would reorder it.
Later that day, I called Mr. [redacted], the owner of the Mattress Doctor Warehouse.Three hours later, he telephoned me back.
I inquired as to when the new sofa would be in and if we would be able to get a discount to make up for our time, travel and inconvenience.
During that conversation, Mr. [redacted] expressed disbelief that we would ask for a discount, as he didn't believe we went to any extra trouble. He said that his employee had given us a discount of $170 at the time of the sale and he said that was a lot of money to discount.
I told Mr. [redacted] that I felt uncomfortable with his business having our $2200 for 10 weeks, as that is how long it would be from the time of the original sale to the time I picked up my correct sofa. Mr. [redacted] laughed and said that $2200 isn't exactly a lot of money.
My husband and I are confused that Mr [redacted]'s $170 discount is a lot of money to him, but our $2200 isn't much money to him.
At one point during this conversation, Mr. [redacted] said that he might possibly be able to deliver the correct sofa when it came in. He did not offer to put this into writing.
Mr. [redacted] said he would order the correct sofa from Southern Motion furniture and would have the company expedite the order.
I expressed dismay that Mr. [redacted] was being so flippant over this incorrect order.
I was talking to Mr. [redacted] on my cell phone. I had no idea what type of phone Mr. [redacted] was using-landline or cell. During the course of the call, the call dropped. Modern phone etiquette says that the person who initiated the call should call back if the call drops; this way both parties won't be calling each other at the same time.
I waited a number of hours for Mr. [redacted] to call back-he did not call.
I went to the Mattress [redacted] facebook page to read about their policies. The web page invites customers to leave a review. No where on this web page does it list the caveat that only positive reviews will be accepted.
I wrote my customer service review on the webpage. The review was truthful and to the point.
On Monday, Mr. [redacted] left a voicemail message for my husband, stating that Southern Motion furniture company was refusing to expedite the shipment of our correct sofa.
A few days later, I telephoned Mr. [redacted] to ask the status of our order. Mr. [redacted] told me that he was very angry that I had posted a negative review on his web page and he was now refusing to order the couch for us. He said he would issue a refund and he'd even give us the tax we paid back.
He told me I could order the sofa elsewhere. He told me that Sherman's sells Southern Motion furniture. (they don't) He also said I could go to Steger's Furniture in Pekin. (this store is 45 miles away)
I have never seen a business with this lack of customer service. I have never seen a business that thinks it's $170 is a lot of money, but the customer's $2200 is not a lot of money.
We are now stuck with a recliner that matches a sofa that we don't have, as Mr. [redacted] refuses to take the recliner back-even though it matches the couch that he refuses to order.
[redacted]
Initial Business Response / [redacted] (1000, 5, 2016/10/19) */ Revdex.com- [redacted] and [redacted] special ordered items a custom Leather Dual Power sofa ($1,258.00) and a push-back recliner ($784.00) on Friday September 3, [redacted] came to pick up their items on Saturday October 8, Upon inspection, our employee noticed the sofa was not equipped with POWER for the reclinersOur employee checked all of the paperwork from the original invoice, our purchase order and the label on the item and We ordered the item with power, we ordered it correctly, but the manufacturer did not include itSince all of the paperwork was correct, and it was a human error at Southern Motion Manufacturing, the only way to identify the error is to open the packaging up and inspect the inside of the package/sofaWe do not do this before a customer comes to pick up their "CPU" items, our customers have always preferred their special order items to be packaged and in original manufacture sealed packagingIf a customer is picking up their item at our warehouse, we open it right before we load their vehicle and have them inspect before they sign for it, that is when it was discovered that the error had been made at the manufacturing company, not at The Mattress [redacted] Our Employee showed the paperwork to [redacted] so he could see it was all ordered correctlyOur employee explained to [redacted] that we would need to call the manufacturer on Monday since they are closed on the weekendAs [redacted] was driving away with the Recliner, [redacted] called the Furniture Salebarn and she was very upset and was demanding an additional discount from our employee for the extra time she will have to wait for a sofa to be reorderedOur employee explained he would have more information on Monday and they may be able to ship it sooner since they made this error, it has never happened before and regarding her [redacted] demand for additional money back, he already discounted her item when she purchased $off the sale price and that he could not give her any additional money and not authorized to discount more [redacted] called our Pekin location and again was very angry and upset and demanding a discount for having to wait***, the owner offered to call the manufacturer first thing on Monday morning and find out how quickly they could rush it to us since it was their error, he was apologetic and also offered to send our delivery men to deliver it and set it up to her home (approx miles round trip) at no charge when it does come inSo she would not need to come back to pick it up [redacted] said that free delivery was not good enough and that she wants money, more money than she already got as a discount or she "will wage a negative social media campaign against you" "If you are not willing to give me the extra discount plus the free delivery I am taking to social media to get what I want!" [redacted] said that sounds like extortion, our online credibility is not for saleWhile [redacted] was "being loud" and demanding, at one point it seemed she hung up and she never called backThe store was open for nearly more hours and she never called backLater, AFTER our business had closed for the day, [redacted] went on to our business facebook page review section and left a review that was not accurate about the conversations she had with our employee or with [redacted] she added rude comments like #epicfailmattressdoctor #zerocustomerservice and left out all of her abusive, verbal banter and left out her threatsWe DID offer FREE delivery and [redacted] kept stating she used to work at Cohen's Furniture (closed a decade ago) so she knows the margins on furniture and she wants more money for having to wait, for all her troubleNo trouble had occurred, and the way she was responding was extreme and it was not what we are accustomed to experiencing from customers [redacted] explained that he can offer the free delivery and sservices but that she already took a $discount upfront and that power leather sofa doesn't have the heavy margins she thinksOn her complaint on Facebook she states she will have to wait weeks in all, even though the first one came in weeks and [redacted] offered to call to see how quickly they could ship it on Monday, but before we could do that, [redacted] Hint also states The Mattress [redacted] will have her money weeks before she gets her sofa, etcShe was rude to our employees and to the owner and then on Facebook, carrying out her threat Saturday night before The Mattress [redacted] even had a [redacted] to call the manufacturer on MondayWe refunded her sofa purchase right away and told her we would do so right away on Saturday [redacted] is free to order her custom sofa from a variety of sourcesTypically a customer comes in to the store to get any refund if paid by credit card [redacted] left phone messages to come for the refund and they did not come by or respond, so we called our merchant services and did the refund an alternate way [redacted] also explained to [redacted] (phone message) and to [redacted] on the phone directly after she received her refund, that she can purchase this same sofa in many other places locally or online [redacted] said she would rather get it from us and doesnt believe she can buy it elsewhereThat is simply not the caseHere is list of local retailers who offer the same exact item by Southern Motion Furniture: Martin's, Sherman's, and Steger's Furniture companiesThey offer Free Delivery alsoHere are Online links for the same item- discountleatherchair.com , wayfair.com , greatfurnituredeal.com Please let me know if you need to see the review on Facebook from [redacted] on Saturday We consider the matter resolved as we refunded the customer's money for items not received immediatelyThe item received, the recliner, is a non-refundable and non-returnable special order itemThank you Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/11/02) */ Here is my response: On Saturday, September 3, my husband and I ordered a power sofa and push back recliner from Mattress [redacted] WarehouseWe paid a total of $for these items On Saturday, October 8, my husband drove minutes by highway to pick up these itemsWhen he arrived at Mattress [redacted] Furniture Warehouse, he saw that the box the sofa was in had been openedHe looked into the box and realized that the sofa was not power as we had orderedHe told Garrett Kipfer (Mattress [redacted] employee) that the couch was incorrect Garrett told my husband that we might as well take the sofa anyway, because the power recliner option was the same price as the non power option My husband found this peculiar, as during the time of sale, MrKipfer had charged us over $extra for the power recliner optionMy husband declined the sofa and MrKipfer told us he would reorder it Later that day, I called Mr***, the owner of the Mattress Doctor Warehouse.Three hours later, he telephoned me back I inquired as to when the new sofa would be in and if we would be able to get a discount to make up for our time, travel and inconvenience During that conversation, Mr [redacted] expressed disbelief that we would ask for a discount, as he didn't believe we went to any extra troubleHe said that his employee had given us a discount of $at the time of the sale and he said that was a lot of money to discount I told Mr [redacted] that I felt uncomfortable with his business having our $for weeks, as that is how long it would be from the time of the original sale to the time I picked up my correct sofaMr [redacted] laughed and said that $isn't exactly a lot of money My husband and I are confused that Mr ***'s $discount is a lot of money to him, but our $isn't much money to him At one point during this conversation, Mr [redacted] said that he might possibly be able to deliver the correct sofa when it came inHe did not offer to put this into writing Mr [redacted] said he would order the correct sofa from Southern Motion furniture and would have the company expedite the order I expressed dismay that Mr [redacted] was being so flippant over this incorrect order I was talking to Mr [redacted] on my cell phoneI had no idea what type of phone Mr [redacted] was using-landline or cellDuring the course of the call, the call droppedModern phone etiquette says that the person who initiated the call should call back if the call drops; this way both parties won't be calling each other at the same time I waited a number of hours for Mr [redacted] to call badid not call I went to the Mattress [redacted] facebook page to read about their policiesThe web page invites customers to leave a reviewNo where on this web page does it list the caveat that only positive reviews will be accepted I wrote my customer service review on the webpageThe review was truthful and to the point On Monday, Mr [redacted] left a voicemail message for my husband, stating that Southern Motion furniture company was refusing to expedite the shipment of our correct sofa A few days later, I telephoned Mr [redacted] to ask the status of our orderMr [redacted] told me that he was very angry that I had posted a negative review on his web page and he was now refusing to order the couch for usHe said he would issue a refund and he'd even give us the tax we paid back He told me I could order the sofa elsewhereHe told me that Sherman's sells Southern Motion furniture(they don't) He also said I could go to Steger's Furniture in Pekin(this store is miles away) I have never seen a business with this lack of customer serviceI have never seen a business that thinks it's $is a lot of money, but the customer's $is not a lot of money We are now stuck with a recliner that matches a sofa that we don't have, as Mr [redacted] refuses to take the recliner back-even though it matches the couch that he refuses to order [redacted] ***-***
Initial Business Response /* (1000, 5, 2016/10/19) */
Revdex.com- [redacted] and [redacted] special ordered 2 items a custom Leather Dual Power sofa ($1,258.00) and a push-back recliner ($784.00) on Friday September 3, 2016. [redacted] came to pick up their items on Saturday October 8, 2016. Upon inspection, our...
employee noticed the sofa was not equipped with POWER for the recliners. Our employee checked all of the paperwork from the original invoice, our purchase order and the label on the item and We ordered the item with power, we ordered it correctly, but the manufacturer did not include it. Since all of the paperwork was correct, and it was a human error at Southern Motion Manufacturing, the only way to identify the error is to open the packaging up and inspect the inside of the package/sofa. We do not do this before a customer comes to pick up their "CPU" items, our customers have always preferred their special order items to be packaged and in original manufacture sealed packaging. If a customer is picking up their item at our warehouse, we open it right before we load their vehicle and have them inspect before they sign for it, that is when it was discovered that the error had been made at the manufacturing company, not at The Mattress [redacted]. Our Employee showed the paperwork to [redacted] so he could see it was all ordered correctly. Our employee explained to [redacted] that we would need to call the manufacturer on Monday since they are closed on the weekend. As [redacted] was driving away with the Recliner, [redacted] called the Furniture Salebarn and she was very upset and was demanding an additional discount from our employee for the extra time she will have to wait for a sofa to be reordered. Our employee explained he would have more information on Monday and they may be able to ship it sooner since they made this error, it has never happened before and regarding her [redacted] demand for additional money back, he already discounted her item when she purchased $170 off the sale price and that he could not give her any additional money and not authorized to discount more. [redacted] called our Pekin location and again was very angry and upset and demanding a discount for having to wait. [redacted], the owner offered to call the manufacturer first thing on Monday morning and find out how quickly they could rush it to us since it was their error, he was apologetic and also offered to send our delivery men to deliver it and set it up to her home (approx 40 miles round trip) at no charge when it does come in. So she would not need to come back to pick it up. [redacted] said that free delivery was not good enough and that she wants money, more money than she already got as a discount or she "will wage a negative social media campaign against you" "If you are not willing to give me the extra discount plus the free delivery I am taking to social media to get what I want!" [redacted] said that sounds like extortion, our online credibility is not for sale. While [redacted] was "being loud" and demanding, at one point it seemed she hung up and she never called back. The store was open for nearly 3 more hours and she never called back. Later, AFTER our business had closed for the day, [redacted] went on to our business facebook page review section and left a review that was not accurate about the conversations she had with our employee or with [redacted] she added rude comments like #epicfailmattressdoctor #zerocustomerservice and left out all of her abusive, verbal banter and left out her threats. We DID offer FREE delivery and [redacted] kept stating she used to work at Cohen's Furniture (closed a decade ago) so she knows the margins on furniture and she wants more money for having to wait, for all her trouble. No trouble had occurred, and the way she was responding was extreme and it was not what we are accustomed to experiencing from customers. [redacted] explained that he can offer the free delivery and set-up services but that she already took a $170 discount upfront and that power leather sofa doesn't have the heavy margins she thinks. On her complaint on Facebook she states she will have to wait 10 weeks in all, even though the first one came in 4 weeks and [redacted] offered to call to see how quickly they could ship it on Monday, but before we could do that, [redacted] Hint also states The Mattress [redacted] will have her money 10 weeks before she gets her sofa, etc. She was rude to our employees and to the owner and then on Facebook, carrying out her threat Saturday night before The Mattress [redacted] even had a [redacted] to call the manufacturer on Monday. We refunded her sofa purchase right away and told her we would do so right away on Saturday 10.8.16. [redacted] is free to order her custom sofa from a variety of sources. Typically a customer comes in to the store to get any refund if paid by credit card. [redacted] left phone messages to come for the refund and they did not come by or respond, so we called our merchant services and did the refund an alternate way. [redacted] also explained to [redacted] (phone message) and to [redacted] on the phone directly after she received her refund, that she can purchase this same sofa in many other places locally or online. [redacted] said she would rather get it from us and doesnt believe she can buy it elsewhere. That is simply not the case. Here is list of local retailers who offer the same exact item by Southern Motion Furniture: Martin's, Sherman's, and Steger's Furniture companies. They offer Free Delivery also. Here are Online links for the same item- discountleatherchair.com , wayfair.com , greatfurnituredeal.com Please let me know if you need to see the review on Facebook from [redacted] on Saturday 10.8.16 We consider the matter resolved as we refunded the customer's money for items not received immediately. The item received, the recliner, is a non-refundable and non-returnable special order item. Thank you.
Initial Consumer Rebuttal /* (3000, 11, 2016/11/02) */
Here is my response:
On Saturday, September 3, 2016 my husband and I ordered a power sofa and push back recliner from Mattress [redacted] Warehouse. We paid a total of $2200 for these items.
On Saturday, October 8, 2016 my husband drove 25 minutes by highway to pick up these items. When he arrived at Mattress [redacted] Furniture Warehouse, he saw that the box the sofa was in had been opened. He looked into the box and realized that the sofa was not power as we had ordered. He told Garrett Kipfer (Mattress [redacted] employee) that the couch was incorrect.
Garrett told my husband that we might as well take the sofa anyway, because the power recliner option was the same price as the non power option.
My husband found this peculiar, as during the time of sale, Mr. Kipfer had charged us over $100 extra for the power recliner option. My husband declined the sofa and Mr. Kipfer told us he would reorder it.
Later that day, I called Mr. [redacted], the owner of the Mattress Doctor Warehouse.Three hours later, he telephoned me back.
I inquired as to when the new sofa would be in and if we would be able to get a discount to make up for our time, travel and inconvenience.
During that conversation, Mr. [redacted] expressed disbelief that we would ask for a discount, as he didn't believe we went to any extra trouble. He said that his employee had given us a discount of $170 at the time of the sale and he said that was a lot of money to discount.
I told Mr. [redacted] that I felt uncomfortable with his business having our $2200 for 10 weeks, as that is how long it would be from the time of the original sale to the time I picked up my correct sofa. Mr. [redacted] laughed and said that $2200 isn't exactly a lot of money.
My husband and I are confused that Mr [redacted]'s $170 discount is a lot of money to him, but our $2200 isn't much money to him.
At one point during this conversation, Mr. [redacted] said that he might possibly be able to deliver the correct sofa when it came in. He did not offer to put this into writing.
Mr. [redacted] said he would order the correct sofa from Southern Motion furniture and would have the company expedite the order.
I expressed dismay that Mr. [redacted] was being so flippant over this incorrect order.
I was talking to Mr. [redacted] on my cell phone. I had no idea what type of phone Mr. [redacted] was using-landline or cell. During the course of the call, the call dropped. Modern phone etiquette says that the person who initiated the call should call back if the call drops; this way both parties won't be calling each other at the same time.
I waited a number of hours for Mr. [redacted] to call back-he did not call.
I went to the Mattress [redacted] facebook page to read about their policies. The web page invites customers to leave a review. No where on this web page does it list the caveat that only positive reviews will be accepted.
I wrote my customer service review on the webpage. The review was truthful and to the point.
On Monday, Mr. [redacted] left a voicemail message for my husband, stating that Southern Motion furniture company was refusing to expedite the shipment of our correct sofa.
A few days later, I telephoned Mr. [redacted] to ask the status of our order. Mr. [redacted] told me that he was very angry that I had posted a negative review on his web page and he was now refusing to order the couch for us. He said he would issue a refund and he'd even give us the tax we paid back.
He told me I could order the sofa elsewhere. He told me that Sherman's sells Southern Motion furniture. (they don't) He also said I could go to Steger's Furniture in Pekin. (this store is 45 miles away)
I have never seen a business with this lack of customer service. I have never seen a business that thinks it's $170 is a lot of money, but the customer's $2200 is not a lot of money.
We are now stuck with a recliner that matches a sofa that we don't have, as Mr. [redacted] refuses to take the recliner back-even though it matches the couch that he refuses to order.
[redacted]