As I shopped at their store the other day, a nifty gas range caught my wife's eye and I decided to buy it. The sales manager quickly informed told me that that particular item was a hot commodity and, regretfully, he did not have any more in his warehouse. He claimed that, if I really wanted it, he could bring one in within a week or two. Those two weeks easily turned into five. But during that span, they never bothered calling to let me know about the delay; to the contrary, I was the one who had to initiate the communication, and even then, nobody on the line could explain the delay, citing, "your salesman is the only person who would know." Feeling a little frustrated, I decided to visit the store to get a definite answer, but all I got was a nice show and dance. Needless to say, I got my stove a short time later.
While waiting for the manager that day (above), I looked around their showroom and noticed a nice, unique entertainment center, but, feeling unsatisfied with their service, I was reluctant to purchase it. After much contemplation, I decided to give Goff another chance. To my dismay, they didn't have that "hot" item in stock but they could get one ASAP (dj vu all over again?). Under the pretense that lightning wouldn't strike twice, I gave them a down payment and decided to wait. Two weeks later, I called to follow up on my item, but my salesman wasn't available to answer my questions and everybody else was literally wearing blinders. A few days later, another salesman called and suggested that I return to the store for an immediate refund, but quickly recanted and said that my original salesman would call me the following day. When he DID call, he GUARANTEED to have it in the store in a day or two. Two weeks later, another salesman called and said he would need a few more days to get the item. I asked to speak to my original salesman, but, again "he wasn't available" and nobody else could provide insight, not even the Goff family.
BUT HERE'S THE KICKER: when my calls were put on hold, the voice ads there greatly emphasize that Goff customers never have to wait for their items to be shipped in from Dallas because, unlike the competition, Goff has local warehouses stocked with merchandise."
Granted, I DID get nice products and I got them both at fantastic prices, but the waiting period is absolutely ludicrous. Never again.
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