This is the letter that I sent to THE PLACE:
June 28
The Place Furniture Galleries
1640 Broadhollow Rd.
Farmingdale, NY 11735
Re:
Invoice Number: 144849
Dear Mr. *:
Websters New Millenium Dictionary defines? Customer Service as: assistance and other resources that a company provides to the people who buy or use its products or services.
Your staff needs to take a look at this definition,
memorize it and apply it immediately.
I am writing to express my extreme dissatisfaction with how your company runs its business. On April 27, I had the unfortunate experience of ordering a sofa, loveseat, chair and entertainment table with your salesman Chuck P*. I agreed to pay cash, as this order was unable to be financed, as it was an out-of-state order. Chuck was the utmost professional, and promised us our order would be ready in 4-6 weeks, before I was due to move out of state to Florida.
As On May 10, I called your customer service department to check on the status, and was told the furniture was due to be in before the promised timeframe of 4-6 weeks. I was very pleased, and was thought what a pleasure this would be. I COULD NOT HAVE BEEN MORE WRONG!
Because the furniture was allegedly due to arrive early, I came in on May 11, to finance the remainder of my balance, $2,529.15, as I was told the furniture would be in before I was due to move to Florida. I was very happy with this situation, because I could have the furniture delivered to your showroom in Farmingdale, and I could put it on the moving truck myself and go.
During this time between May 11 and June 10, I called for status and spoke to both Laura and? Joan several times. (I have enclosed the print-out from Joan which clearly notes: ETA 6/2). Suddenly, on or about June 7th, I was informed by Joan, that the delivery driver from Brooklyn stole the gas money, and never returned to work. I was due to leave for Florida the first week of June, and was informed by? Joan that the furniture would be delivered to Florida free of charge in July.
As the weeks leading up to my second promised delivery date wore on, I called every week from Florida for status. Each time, I was told the furniture was on schedule, and due to arrive in the beginning of July. I was told your driver makes one monthly trip down south for deliveries, and my furniture would be included delivery at the end of June.
On Monday June 26th, I called again for status, and was told by Laura, the furniture is ready to go, and was even provided with your truck driver, Alerios phone number (954 *) to confirm the delivery date. I spoke to Alerio, who said I have your order here, and I am loading the truck as we speak. He advised that he had several deliveries in the Carolinas, and Georgia first, and would not be in Florida until after July 4th. We agreed he would call me when he got close to Port St. Lucie, FL.
On Tuesday, June 27th, I received a phone call from Laura, asking me, do you really need your furniture this month can you wait until August. We have $40,000 worth of orders on this truck, and we may not be able to fit it on the delivery truck. She also went on to lie, I dont want to risk damaging your furniture because the truck is so over - packed.
I advised her that I have been very patient, and the first promised delivery date came and went. I made it clear to her for the umpteenth time that I would like to have my furniture delivered to me as promised, not in August.
On Wednesday, June 28th, I received another phone call from Laura telling the story of her life, Youre never going to believe this Joe, we cant find your furniture. Alerio already left for down south, and you need to place an entirely new order, which will take another 4-6 weeks maybe your order was put in the clearance center and sold?
But wait? Just the day before, the order was at your showroom, being loaded onto the delivery truck, as per Laura. Laura-the-Liar didnt want my furniture to get damaged, right?! The last 7 weeks, the furniture was on-schedule each time I called for status. Whose furniture was on schedule? Maybe it was the imaginary furniture that was ordered for me? Because it certainly wasnt my order! My furniture was likely sold in your clearance center back in May.
Let me first start out by saying your customer service department is run by a bunch of brain-dead, incompetent women. No matter how many phone calls were made, I was given the run-around. I should have known this from the beginning, when I came there on May 11th, to pay half of my balance in cash. All the unkempt, slob-women sitting behind the counter, pretending to look busy, eating donuts, talking about their weekend was obviously more important than helping your paying customers
I waited there that day, only to hear youll have to come back. No one behind that counter was skilled enough or authorized to handle a payment? Enlighten me by explaining what exactly it is that your customer service staff gets paid to do? Eat donuts, drink coffee and talk about their lives, or actually assist your customers?
What Laura, Joan and every other person I have spoken to at The Place does is appease the customer for the time being. Telling stories and lies to get them off the phone, so they dont have to expend any energy by actually looking into the problem, and get you off the phone quickly is a common practice.
Everyone there attempted to assuage my concerns, by telling one lie after another. I must hand it to you, Mr. H*? You certainly have some very creative story-tellers working for you. Is that part of the Training Program at The Place?
In between donuts and coffee, if the phone happens to interrupt Lauras good time, just fill the customers ear with false promises, and tell them what they WANT to hear. What a way to do business.
Why there is abosolutely zero accountability when a cash sale is lost due to the HIGH LEVEL OF UTTER IMCOMPETENCE of mid -level managers who "SUPPOSEDLY" supervise and maintain the "INTEGRITY" of your company?
You should be ashamed and embarrassed to claim leadership of such bafoonery. Your own name is smeared, and is being undermind by a bunch of pathetic, ill-willed, lazy, fat, dim-witted women, who think 'they know' how to conduct business professionally.
Be advised, I have already contacted Consumer Affairs, Better Business Bureau, and left my comments on a variety of websites.
Where your company seems to be a big hit. Due to your company's unethical, unprofessional, and misleading tactics by your poorly trained staff, this was the least I could do.
It does totally amaze me that such poor and unprofessional business practices are taking place without your knowledge, or maybe you just don't care about the customer like every other person under your employ?
Janet
Port St Lucie, Florida
U.S.A.
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