Walter E. Smithe Furn-Orland Park

Revdex.com:My complaint against Walter ESmithe is the lack of Customer Service Regarding our relation to their company, they did not respond to telephone calls for over hoursI did explain my dissatisfaction of Customer Service to a Walter ESmithe Representative regarding this incidentAlso I compare their present lack of Cusomer Service to lack skills and the authority to CONTINUE CONSTANT COMMUNICATION. The sales people can not fix this, the business office is tossing the problem back to *** which is less than acceptable. We are bartering for a resolve that has yet to be completed. The offer to a resolve can easily be resolved if they would adjust the cost of the item and continue going forward with their past history of the personal touch. The counter offer is on the table pending satifisfaction of Great Customer Care!!!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Again....I DO NOT HAVE A USABLE SOFA TO SIT ON WHILE RECOVERING FROM SURGERIES I have asked NUMEROUS times for someone (besides Dennis) to come to my home and look at their product, and they have refusedMy $4,sofa looks/feels like it's years oldI will bring it to them, if that is what it takes.
Sincerely,
Kathy ***

Complaint: [redacted]
I am rejecting this response because: The response the Water E Smithe is not completely correct. They have been very difficult to work with (intermittent response time) and are not willing to resolve the problem the way I have asked/offered.  FURTHERMORE, due to 2 separate surgeries I have had....I do NOT have a sofa to sit on while I am home recovering. THAT is awful business.....wonder if the Smithe Bros are aware of this?!
Sincerely,
Kathy [redacted]

We are sorry the client has not been happy with their experience;The order was placed on 01/24/16. [redacted] has a ship time in our system as 4-6 weeks; client was updated within two weeks informing her of the status of late April. Designer spoke with the client around 02/17 claiming client...

was not happy with lead time but will wait this out. On 02/19 client received partial delivery on the Serta mattress and we provided the client a loaner bed frame and we have issued a $100.00 Gift Certificate for any inconvenience.Items arrived at the end of April and client scheduled delivery on 04/20 for 05/07. Prior to delivery, we determined that the mirror was not available but vendor was able to supply and fulfill the order. Mirror is arriving 05/18 and we have already left a message for the client to preschedule delivery.All items have been in the home except the mirror and we are able to fulfill this order complete.Thank you.

We have been professional and very fair and working in good faith the entire time.  We want to move forward.We offered an exchange on the recliner in December of 2015 and the client has not moved forward with that option. That option will expire in 30 days.There are no further exchange options on the sofa and again, the client received exactly what was ordered; it just wasn't what she anticipated.   But we stood behind our product and replaced all the cushion cores and are willing to make them firmer to her liking by sending service again but exchanging again I am afraid is not an option.  We have taken careful consideration in this matter,  Please help us move forward.  Please contact us at your earliest convenience and we will send service to add fill to the inside back cushions.  Thank you.

Complaint: [redacted]I am rejecting this response because: I reached out to the business in March to inquire about the delivery date of the furniture and was then informed that the delivery date had been moved back to mid-or late April.  The business had not reached out to me with this information prior to my contacting them.  Also, on May 6, 2016, (the day before the May 7 delivery of the furniture),my sales rep called me to tell me that the mirror was not shipped with the furniture and she did not know if the mirror would be available because the line of furniture ([redacted])  I had purchased had been discontinued.   Needless to say, this business transaction has caused me anxiety and frustration.  In the interim, I had been making credit card payments on furniture I had not received.  A credit of $100 is not enough.  I would like a deep discount on the discontinued furniture and the discount credited to my remaining balance.  Thank you.
 
Sincerely,[redacted]

We have been working with Mrs. [redacted] in good faith.  This is the clients 3RD exchanged  sofa;   The $3564.60 Century  sofa was delivered on September 5th, 2015 and was exactly what Mrs. [redacted] ordered.  After delivery the client didn’t like the comfort and...

we ordered new inserts;    Back in December of 2015 we offered an exchange on her recliner and to this day, she has not moved forward with that option.   A refund or exchange is not an option for the sofa. We have been working very hard to try and move forward.  We have offered to provide additional service to add additional fill to the inside back cushions.  The sofa is not defective.   Please help us resolve this matter with the client.  Thank you, Walter E. Smithe Furniture.

We are sorry for the clients experience.  The delay from the factory is very unfortunate and we can certainly understand their frustration.    Delays happen from time to time and are out of our control.  Mrs or Mr [redacted] had set up electronic payments from [redacted], which...

only can be done by the client and somehow these were directed to their spam account therefor putting their account in delinquency.  This has since been all cleared up and [redacted] had assured them that this has not effected their credit score.We have settled this by reducing the clients order and sending them a GC.   We are happy to have resolved this to the clients satisfaction and we know the client will love their item.  Thank you