Radio Consumer Advocate Gets Furniture Customer $2,400 Back!
Your Detective of the Air is here to get to the bottom of all your consumer needs here in South Florida- HE CAN HELP!
This week he helped a City Furniture customer FINALLY resolve an issue about a damaged couch. We are holding businesses accountable, creating a network of reliable experts who consumers like you can trust. It's time to raise the bar of customer service so we can make South Florida a better place, quit worrying and get back to LIVING!
THIS IS WHAT WE DO!
Robert, a retired veteran, & his wife Natalie bought a white couch from City Furniture in Fort Lauderdale that was delivered with black marks. After some calls, City Furniture sent someone by to clean it, but they ended up just exchanging the scuffed couch for a new one.
However, when the replacement couch was delivered, it was BROKEN! According to the photos, the fabric was sagging and a bar was obviously not put together properly, slightly sticking out. The delivery team insisted on leaving the couch inside the home as per company policy and had Robert and Natalie file a complaint with City Furniture's Customer Care team.
Robert and Natalie contacted Customer Care via email twice and called several times with no one able to help them. According to Robert and Natalie, everyone who answered kept saying they'd get back to them.
Six months passed. Then Robert heard about the consumer advocate on The Steve Warneke Show and called to see if there was anything we could do to help. Robert had a 1-year warranty on the couch and fabric, so the hope was to at least get the couch replaced!
We started by calling the store manager to get all the details. However, as friendly and organized as the customer service representatives at City Furniture were, the manager couldn’t find a report that there was a problem that needed fixing! The manager did provide a link for Robert to submit everything he has about his case and see what corporate could do to help. It appeared Robert may not have sent all the information he was supposed to have sent in his claim email. Still, he didn't receive a response from the company.
Steve then followed the instructions and sent everything about the case to customer service- with no response. But then, after contacting the president of City Furniture himself, Mr. Andrew Koenig immediately replied, saying that he would be happy to look into it and follow up with the customer.
It was obvious Mr. Koenig was proud of his Customer Care team and was surprised that Robert and Natalie's damaged furniture report had gone unanswered for so long. Within just a few days, Mr. Koenig had the very friendly Managing Director of Customer Care representative contact Robert and Natalie and issue them a full credit for the couch AND the delivery fee! A total of $2,369!
"We really appreciate all the help!" -Robert and Natalie, Lauderdale By the Sea
"Would love to show you the behind the scenes work to make all of our customers happy. If I remember correctly, last month we averaged approx. 95% Customer Sat. Very proud of our team and their continued efforts for our customers." - Mr. Andrew Koenig
The mark of a good company isn't that they don't have problems—problems are inevitable—it's how they deal with those problems. City Furniture the entire time we dealt with them was professional and the employees were nice. They quickly resolved this issue and made the customer happy. It says a lot about a company when the president himself gets involved and answers emails. He could have forwarded it to an assistant, but he didn't. He was there, he was happy to help, and he was very responsive. Thanks to the good people at City Furniture for this happy ending!
IF YOU HAVE A QUESTION YOU WANT ANSWERED, A PROBLEM YOU WANT US TO INVESTIGATE, OR A COMPLAINT TO SHARE WITH YOUR NEIGHBORS, TELL US HERE AND WE'RE ON THE CASE!
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Until next time...