Initial Business Response /* (1000, 5, 2016/02/02) */
We are disappointed to hear that this customer had an unsatisfactory experience with Smiths Furniture. We strive to offer the best possible customer service for furniture sales in[redacted]. In reviewing this complaint with our staff we have determined...
that we handled this situation in the same manner as any customer who has a warranty issue on an appliance purchased from us. In our defense, we feel that this complaint should be directed to [redacted], not the retailer who sells their product. To offer a little background information on this; [redacted], the company who owns [redacted], has forced dealers, such as Smiths Furniture, out of the picture when it comes to customer service. They have created a dedicated customer service phone line for just the problems that this customer is having, and they handle all inquires directly. Smiths Furniture is not the warranty provider and is required to follow a list of very specific instructions when dealing with warranty issues, and these were communicated to her during our conversations. The customer followed the steps properly and received an approval for a replacement; however, we did not have any of these freezers in stock so it had to be back ordered due to supply problems.
The $[redacted] delivery charge is an established Smiths Furniture policy for deliveries on sales of $[redacted] or less. This compensates us for the use of our assets when the profit from the sale is less then the cost after delivery. We are within our rights to set these reasonable policies [redacted] Furthermore, it is explicitly stated on the return documentation from [redacted] that the customer is responsible for any delivery charges. That being said, we would be happy to help the customer avoid the delivery charge by transferring this unit to our[redacted] once it arrives. The customer can then pick up her new freezer and return the old one free of charge.
In regard to the spoiled food claim, the customer was informed by our staff that the warranty on this item is through [redacted], not Smiths Furniture, and that she would have to contact them to try and claim her losses. Had the customer purchased an extended warranty, a portion of this would have been covered, but not necessarily the [redacted] she is requesting. She will be required to provide support for the $[redacted] figure, if they have a provision for lost food in their warranty. The phone number to make this inquiry is: [redacted]
In closing, we apologize to this customer for the issues she is having. We try our best to administer the warranty for these appliance manufacturers in the most efficient and professional manner possible. We do appreciate that she chose Smiths Furniture for her purchase and hope to see her in our store again in the future.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I acknowledge Smith's Furniture's response [redacted] I would have appreciated the opportunity to discuss the situation with someone else [redacted]
I also acknowledge that Smith's has to have policies in place to protect their financial stability. I do not agree with the fact that a delivery fee should be charged on "replacement" items and that they should have tried to accommodate my dilemma. I am currently at a financial loss and am expected to pay a further sum for something out of my control. I feel it is not my place to delve into the fine print of contracts between Smith's and their suppliers involving their "being forced out of customer relations" but will certainly keep this in mind when purchasing further appliances/products from any retailer.
It is not realistic to think that I would be able to produce receipts for items spoiled as said items were purchased over a period of time and involved many pre-cooked meals but I understand Smith's reasoning with regards to same.
[redacted] nor do I have the means to have the replacement picked up from the suggested location.
I thank Smith's Furniture for their consideration[redacted]
Initial Business Response /* (1000, 5, 2016/02/02) */
We are disappointed to hear that this customer had an unsatisfactory experience with Smiths Furniture. We strive to offer the best possible customer service for furniture sales in[redacted]. In reviewing this complaint with our staff we have determined...
that we handled this situation in the same manner as any customer who has a warranty issue on an appliance purchased from us. In our defense, we feel that this complaint should be directed to [redacted], not the retailer who sells their product. To offer a little background information on this; [redacted], the company who owns [redacted], has forced dealers, such as Smiths Furniture, out of the picture when it comes to customer service. They have created a dedicated customer service phone line for just the problems that this customer is having, and they handle all inquires directly. Smiths Furniture is not the warranty provider and is required to follow a list of very specific instructions when dealing with warranty issues, and these were communicated to her during our conversations. The customer followed the steps properly and received an approval for a replacement; however, we did not have any of these freezers in stock so it had to be back ordered due to supply problems.
The $[redacted] delivery charge is an established Smiths Furniture policy for deliveries on sales of $[redacted] or less. This compensates us for the use of our assets when the profit from the sale is less then the cost after delivery. We are within our rights to set these reasonable policies [redacted] Furthermore, it is explicitly stated on the return documentation from [redacted] that the customer is responsible for any delivery charges. That being said, we would be happy to help the customer avoid the delivery charge by transferring this unit to our[redacted] once it arrives. The customer can then pick up her new freezer and return the old one free of charge.
In regard to the spoiled food claim, the customer was informed by our staff that the warranty on this item is through [redacted], not Smiths Furniture, and that she would have to contact them to try and claim her losses. Had the customer purchased an extended warranty, a portion of this would have been covered, but not necessarily the [redacted] she is requesting. She will be required to provide support for the $[redacted] figure, if they have a provision for lost food in their warranty. The phone number to make this inquiry is: [redacted]
In closing, we apologize to this customer for the issues she is having. We try our best to administer the warranty for these appliance manufacturers in the most efficient and professional manner possible. We do appreciate that she chose Smiths Furniture for her purchase and hope to see her in our store again in the future.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I acknowledge Smith's Furniture's response [redacted] I would have appreciated the opportunity to discuss the situation with someone else [redacted]
I also acknowledge that Smith's has to have policies in place to protect their financial stability. I do not agree with the fact that a delivery fee should be charged on "replacement" items and that they should have tried to accommodate my dilemma. I am currently at a financial loss and am expected to pay a further sum for something out of my control. I feel it is not my place to delve into the fine print of contracts between Smith's and their suppliers involving their "being forced out of customer relations" but will certainly keep this in mind when purchasing further appliances/products from any retailer.
It is not realistic to think that I would be able to produce receipts for items spoiled as said items were purchased over a period of time and involved many pre-cooked meals but I understand Smith's reasoning with regards to same.
[redacted] nor do I have the means to have the replacement picked up from the suggested location.
I thank Smith's Furniture for their consideration[redacted]