Five days ago, I wrote about my experience with American Furniture Warehouse in Fort Collins, Colorado. It was not a glowing moment for their customer service team.
This morning, my home phone rang and my wife informed me that American Furniture Warehouse wanted to speak with Joel Comm.
I had been anticipating a call from them. Surely they monitor the web for mention of their name, and just 48 hours after blogging about my experience, I was on the first page of Google for at least of their primary keywords.
That\’ll get someone\’s attention.
Anyhow, enter Levena McClay, the Assistant to the Director of Customer Service.
Ms. McClay was very nice (which is her job, but I\’m certain she is also quite nice off the job…)
She explained that it was indeed a mistake to put me through so much nonsense when the clear choice should have been just to void the second delivery charge.
We spoke for a few minutes about their policies and procedures and then I asked how she intended to follow through on this situation.
She told me they would credit my card for the $30 delivery fee AND provide me with a $50 store credit as an act of good will and to invite me to shop at their store once again.
I graciously thanked her for following up with me and providing me with this offer, which I find to be quite equitable.
So, Jake Jabs, congratulations on hiring someone who understands that the customer is indeed always right, and far more valuable than a $30 delivery fee.
I went to American Furniture Warehouse to purchase the home theater seats that I had been eyeing before this happened and was more than happy to hand them my credit card for the purchase.
I doubt anything would have happened if I hadn\’t posted my gripe on this blog.
The power of the press now extends to the Internet. Be sure to take advantage of the opportunity to let your voice be heard!
What do you think? Have you been able to use the web to affect a change?