Terrible Customer Service
I live in Toronto however ordered a sectional from Tepperman's in London due to good pricing compared to the local Toronto stores. The sectional came in 6 pieces, and I rented a truck to pick up the order and move it to my house. Upon arriving at my house I unpacked the pieces and found that I had two right armed recliners instead of a left and a right which was what I had ordered. I called up their customer service team and explained what happened, and was informed that the piece was mistagged and they would exchange the incorrect piece for me. However, they required me to drive back to London with the incorrect item to do the exchange. I explained that this would take several hours of my time to make the trip and there would be costs associated with renting another truck, and they told me that it was my fault because I moved the sectional out of their service area. Throughout a lengthy conversation they didn't apologize once for their mistake and remained adamant that...
I live in Toronto however ordered a sectional from Tepperman's in London due to good pricing compared to the local Toronto stores. The sectional came in 6 pieces, and I rented a truck to pick up the order and move it to my house. Upon arriving at my house I unpacked the pieces and found that I had two right armed recliners instead of a left and a right which was what I had ordered. I called up their customer service team and explained what happened, and was informed that the piece was mistagged and they would exchange the incorrect piece for me. However, they required me to drive back to London with the incorrect item to do the exchange. I explained that this would take several hours of my time to make the trip and there would be costs associated with renting another truck, and they told me that it was my fault because I moved the sectional out of their service area. Throughout a lengthy conversation they didn't apologize once for their mistake and remained adamant that I would have to cover the truck rental costs despite the fact that it was their mistake that put me in this position to begin with. In the end I'm out $170 for the truck rental and I decided to return the entire couch rather than deal with them anymore and I will not be going back to that store ever again. Their terrible customer service agent cost them this sale.
Comments
Kyle, thanks for sharing these details with us - and I'm very sorry to learn about this frustrating experience. You certainly have MY apologies.
I know that our Customer Care manager Karen has already tried to reach you (she left you a message yesterday or the day before). Hopefully you've been able to connect with her by now. She's terrific to work with - please share all of the details of your experience with her so that we can try to come up with a happier resolution to this situation, and so we can also learn from what took place.
When you first called in on Saturday, our team quickly recognized that this was a somewhat unusual scenario for us since you're outside our regular market area - that's why they wanted to make sure you spoke with Karen when she returned to the office on Monday. That said, I certainly recognize that you found it frustrating that we couldn't give you an answer right away on Saturday, or even when you called back again on Sunday.
I can't change what has happened, but I hope that we'll have the opportunity to come up with a meaningful solution to the situation.
Again, please accept my apologies & my regards for a happy New Year.
Sincerely,
Noah Tepperman