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April 22, 2014

SUBJECT: UNPROFESSIONALISM WITH COMPANY

DAMAGED MERCHANDISE

Cc:

Rich Boettcher VP, Robert Copeland VP, Wanda Solomon VP, Ron Roistacher VP Finance, Randi Strelitz Executive VP, Joseph Strelita Executive VP, Linda Turner Director HR, Phil Joslyn Director Information Systems, Brian Hostetler Director-Advertising, Leonard Strelitz President, Gered Fisk GM, David Brand Sr. VP

TO WHOM IT MAY CONCERN:

I will not even pretend to curtail my words because I have never been so disappointed with the actions or lack of action from a company who somehow said that they pride themselves with customer satisfaction.

My husband and I entered the Haynes Furniture Store on July 14, 2013 and made a purchase of a kitchen set. We also purchased the warranty insurance to cover any damage that may happen in the future. Unfortunately there was damage to the kitchen table and I made a phone call to the warranty company at 1-86*-781-**** and submitted a claim on February 9, 2014, (claim # C139****) and was told that a representative from Haynes would contact me with a week.

Needless to say that the phone call never came from any representative on the behalf of Haynes, so I called the Virginia Beach store myself at 757-497-**** only to be told that the person that I needed to speak with was out of the office that week and the gentleman on the other end told me that he would forward a email to the appropriate person to contact me. Well two more weeks passed and I have not heard anything from the company, so I politely make another phone call to the Virginia Beach location where I finally spoke with someone and was told that that will schedule to deliver another kitchen table. Well about a week and a half later the delivery guy showed up to my residence with damaged merchandise, and according to the driver he pointed out to the manager that it was damaged before leaving the facility, yet the manager told him to deliver it anyway.

Well I refused to accept damage goods because I didn't pay for damaged goods, after a long round back and forth with whoever the manager on duty was that day, he assured me that there was another "BRAND NEW" kitchen table available in stock, so I said ok and he said I would be contacted to make arrangements for another delivery. I received a phone call that another delivery had been scheduled for April 21, 2014. So here we go again, the delivery driver showed up with yet another damaged kitchen table and once again I refused to accept it. So the whole routine of the driver contacting whomever starts all over. I finally spoke with a Ms. Moore who claimed to be a manager and said that they would contact the warehouse to see if another one was in stock or submit a re-issue for something else.

Of course by now I'm beyond the boiling point, and told her we would like for her to reissue so that we could select something else, she agreed and said someone would be contacting me at my home phone number of 757-368-**** that I provided to her by the end of the day.

So why do I now sit at my keyboard the next day typing this complaint because once again, no contact has been made from anyone within the Haynes Corporation as promised. I called the Virginia Beach Store again this morning and asked for the name of the general manager and was given the name of Kevin Parker, but of course I was told he was out of the office today and that he does not have a direct voicemail. Really are you serious that in Today's society of technology there is no direct voicemail for the GM or for the Owner of the company, which I should mention the young lady who answered the phone did not even know his name, so I researched it myself to find out it's E. L. Strelitz.

I also tried my luck in calling 800-768-****, which was a waste of time and only revealed that there are rude employees throughout this establishment. My next phone call and letters will be submitted to the BBB because this is just jaw dropping and unacceptable that I have been waiting to receive something that I paid for, for over 2 months now and I still cannot get a resolution from anyone inside the company.

You should have respect and customer consideration for those of us who have built your company over time by purchasing your products.

Marva J. Victor

Location: Phoenix, Arizona

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Guest

I agree completely. Maribel Tamez

Guest

I agree completely. Maribel Tamez

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