Purchased a number of household products including a kitchen table, sofa and buffet
My first two purchases were well received and attention to detail seemed good. However, my last purchase - a buffet table - was continuous problem with the quality of the product being in question from day one. The challenge was the time it took for us to resolve this (approx. 1 year from date of purchase)and the need for the company to constantly change their story, neglect our requests and on various occasions say they were going to resolve the problem and then us having to call them back 8 weeks later to remind them that nothing had been done. All in all a very frustrating process and I would not work or trust the manager at the store to do or say anything that would be fulfilled. The only saving grace was a young lady who works at the store as she was quite good at trying to help resolve this longstanding problem and in the end was able to procur our full reimbursement. If your furniture arrives well to your home, this company is good at dealing with you as you will have no aftermarket issues, however if the furniture is damaged and needs to be returned to the manufacturer, this is where the problems begin. Caveat Emptor!
- Approximate cost of services:
- $6,000.00
- What could this company do to improve their services?
- The key challenge for this company is timeliness and meeting one's expectation by dealing with a problem head on. Their customer service is lacking in the above respect and needs to be attended to as it may be seen by the buyer as deceitful, onerous, and unattentive.
- Any advice to offer fellow homeowners facing a similar project?
- Make sure that full payment is made after you receive your furniture and not before!
- Company Response
This customer purchased a Shermag server that initially came in with some stain missing on the edge. Would have been an easy fix but customer wanted new. We order him a new one and he wasn't happy with that finish either as he thought it had little "bumps" in finish. I personally looked at the piece and I agree it had little "dust bumps" in finish. At this point we offered to refund his money as we had advised him that Shermag was in bankruptcy and couldn't guarantee him turnaround time nor guality. We also offered him another set from Bermex but it was over his budget of $1199. We then offered him our floor model at a discount but he didnt' want it because the drawers weren't perfectly flush. Another option we offered him was that we would have the piece refinished locally with no charge to him...he declined. From a stores standpoint we offered him lots of options to make him happy but nothing worked. After all the options were exhausted he said he would wait for another piece from Shermag. When the piece finally came in he no longer wanted it and asked for a refund, which we gladly granted.