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A story of what not to do
A woman ordered three
items from Nebraska Furniture Mart. One was a large kitchen appliance,
one an electronic item, and one a rug. She was told there would be a
6-8 week wait. That was fine. But the kitchen appliance arrived 12
weeks later, and it was damaged in delivery. Not damaged to the point
of not working, but this is an item that cost extra because of its
aesthetic, and that aesthetic was marred. The company offered two
choices: return the item and get something else (this was the last one
available, apparently) and wait another 12 weeks, or accept a very
small financial compensation (less than 1% of the cost of the item) and
no reimbursement for the delivery that resulted in the damage.
Then, after another 6 weeks, she was notified the electronics item
would come between 11:00 to 1:00 and she had to be there to accept
delivery. She had a big meeting that so she called in favors and had a
friend wait. Finally the delivery truck arrived - two hours late, with
no apology and not even a modicum of politeness, just grunts and
grumbles and “sign here.”
Lastly, she was informed she had to pick up the rug herself (yes, even
though she’d had two other deliveries) or incur an additional delivery
charge that was almost more than the rug. She picked it up, and as soon
as she unrolled it found that someone had stapled a delivery tag to the
rug, which had pulled multiple rows of weave at the edge. Ugly. So,
three separate experiences with one company, and not one of the three
was acceptable. And they don’t seem to care.
Click here to see
examples of excellent customer service, or here
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