Complete Frustration
My wife and I have purchased 5 appliances, 4 microfiber chairs, and 2 leather recliners over the past 4 years from Teppermans, Chatham. All I wanted this time was a simple bar stool. They had to bring it in from London. I was told it would arrive in a box the next day (Saturday)and would only require 6 screws to assemble. I would get a call when it was in. I got no call. My wife picked it up on Monday after work. The stool was a pile of pieces in an open box with no packing, and NO INSTRUCTIONS. Normally I would consider this an interesting challenge, but after my recent cancer surgery and subsequent health issues it was a major task. Teppermans has been our go-to place when we need furniture. We seldom looked anywhere else. Not anymore.
Comments
Dear Tim,
Thank you very much for bringing this matter to our attention. Please accept my apology for not providing you with the kind of service you've come to expect from us with this recent purchase.
You've done a good job of laying out the details about where our service fell short, and I will make sure to review these points with the appropriate members of our team in both the Chatham store & our London warehouse. Thank you for providing such a clear description, as it will make that follow-up process straight-forward.
I'm also going to ask our Customer Care manager to followup with you directly to make sure that everything is ok with your bar stool.
It's long been the understanding in my family that we're very lucky to hear from an unhappy customer when something has gone wrong. After all, when we screw up the only thing we're entitled to hear about is... nothing at all.
Anything a customer like yourself chooses to share with us is a privilege, not a right. It's also an opportunity to learn, get better, and make something right- not an opportunity to overlook.
Thanks for being a Tepperman's customer, and for giving us that opportunity.
Sincerely,
Noah Tepperman