Here is a letter i wrote to the store manager and owner-however, we are still waiting for their response. Please check out the date and still no response or furniture. How sad!
Mr. William
3/30
This letter is to inform you that I am deeply sadden
by the way your employee (Jerry) has been handling our
account. Apparently, my husband and I ordered some
furniture in February (Red leather chair
w/ottoman, Red leather couch and a dinette table) and
we still have not received our Red leather chair.
However, I did receive a phone call from Jerry today
3-30 indicating that she would have her delivery
guys bring our chair to our house for no extra cost
since we have been waiting since February.
Well, upon arrival; my husband and I noticed that the chair was a display. The same displayed chair that Jerry tried to give us at the store (Ashley's Furniture in Hickory) a couple of weeks ago (approx 3 weeks from today's date). I would also like to include that the couch was not inspected because my husband noticed a visual crack/chip (the length of half a pencil) on one side of the legs.
We immediately called your office and spoke to Jerry. Well, the conversation over the phone was not pleasant. Jerry assured us that her delivery guys including her inspected the chair before arrival.
Jerry also indicated that the store manager
(Crystal-who I never was allowed to speak too) said,
that we could not return the chair back because it
would cost the company an X amount of money to send
it back. I originally told Jerry (during the
transaction of the purchase) that my husband and I
would pick up the chair ourselves and we wanted a
chair that was fresh from the box (whether it is in
plastic or cardboard). We wanted to see the tags on
the chair and assemble it ourselves.
Jerry insisted that we accept the displayed chair and told me that she would mail us the tag for the chair and another chair leg. Jerry continued to be aggressive over the phone and, sending the chair back to the store was not an option and would only jeopardize the company's
financial means (I have never heard this nonsense in
my life). I immediately asked to speak to crystal
again and was told that she was unavailable. Then, I
asked Jerry if I could speak to someone in higher
authority/position and Jerry kept telling me it was
her (She was the only one in charge at the present
time). There was no-one else that I could speak to
about this dilemma.
After careful review and calling other Ashley's Furniture stores in North Carolina, I received your name from an honest sales employee. As of today, I have to say that my family has been a victim of mistrust, dishonesty, disloyalty and I am shocked that this kind of nonsense would come from an organization that has its representation. My husband and I would like to take further action with this matter (It's been almost 2 months of not having what we originally ordered from your store). Mr. William, I would like to leave this matter in your hands and hope that you can work something out.in then near future, it would be best to have an educational in-service on some employees (No matter how long he/she have been employed with your company) to train/retrain your employees on Customer Satisfaction.
We thank you for your time and consideration in
solving this matter.
Thanks!
Cc. Ashley Furniture Headquarters
C. C Crystal-Store Manage
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