A couple weeks ago, I bought a rocker/recliner at City Furniture in Tamarac, FL. The floor model worked fine - rocking and reclining, so I purchased the recliner and took it home. Upon setting it up at home, we discovered that it really didn't rock that well, even though the floor model had rocked just fine. Customer service for City Furniture offered to send out a technician to determine if the recliner was defective.
The technician who came out agreed that the recliner did not rock very well, but that there was nothing that he could do to "fix" it.
The Customer Service agents for City Furniture stated that "the item was not defective" even though the technician agreed with us that it did not rock very well. The agent then went on to explain that all sales were final and there was nothing that could be done to help us, though she did "appreciate hearing our feedback." She also explained, as instructed by her supervisor, that these types of furniture often need to be "broken in" sometimes for as long as 9 months in order to work properly.
Today, we went back to the store showroom to try out the floor model again and sure enough - it rocked just fine. We also spoke to a few salesmen who all agreed with us that the "breaking in" excuse was a poor one and even dishonest at that. We're left with a rocker/recliner that is useless to us (for rocking our newborn daughter to sleep).
We've sent an EECB to all available parties in the company with no response whatsoever, except for the poorly trained Customer Service Reps who really "appreciate our feedback."
Just another case of the customer always being wrong I guess. But at least they "appreciate my feedback" and of course, my money. Too bad its the last of it that they'll be seeing.
Saturday, June 26, 2010
Posted by revolution at 6:27 PM