Liberty Freight

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Bad customer service
Posted by on
COLUMBUS, OHIO -- My boyfriend and I went in and picked out a bed, then we looked at a couple other places to compare prices, Liberty had the best prices and at first the best family oriented customer service. Then we went back purchased a queen size bed, dresser, chest, nightstand, mattress, futon bunk bed, and mattress totaling 2100 dollars. All was good until it was delivered, our headboard had a 2 inch scratch that was colored in with sharpie marker, and the chest oh my the marble top wasn't glued on right and the top two drawers won't stay on track and the third when you open it, it just falls on the floor. So we went in to file a complaint they asked if we picked it up because we could have dropped it good thing we had it delivered so they couldn't blame us. They told us they would send somebody to access the damage, try to fix it or get us a new one. We had to wait a week until he came out, he didn't call us we had to call him and he was rude on the phone to my boyfriend, they kept blaming the weather but they were making it to work and open for business. When the guy came he told me his job was to find a way for them to fix it so they wouldn't have to replace it, he was unsuccessful. He told us it would be a couple of days, so when two weeks passed I called and they said it had to be shipped from California, in 2week it should have made it here. John blamed the snow and had some other excuses, and said as soon as he received it I would get a call. So once again another week had passed and I called again this time it was still the weather and it would be here definitely Monday or Tuesday. Well it's Tuesday and I still haven't received my replacement, I called again and John said the driver was on his way and got pulled over because he didn't have the right license, and I said I was tired of hearing bull **** answer after bull **** answer, he said when your ready to be a lady call me back and hung up. So then my boyfriend called several times just to be hung up on, what a family business.
So don't be fooled by the prices and john fast talking at first because as soon as somethings wrong, he has a book full of excuses. I'd rather pay more and get better customer service. I will never shop here again, and if your thinking about it look up his comments on other reviews online.
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User Replies:
Anonymous on 02/23/2010:
Sounds like a nightmare. Good luck.

jktshff1 on 02/23/2010:
bad situation, but using language unbecoming of anyone with a problem did not help. I would have told you the same thing.
Got to remember, when you have a problem, be nice, think about it.
RedDazes on 02/25/2010:
As Jktshff1 said. The best way to solve any problem is by being polite and kind to those you are dealing with. Being rude and mean only gives them an excuse not to help you, or not to want to help you, in any way they don't have to. If you are polite and understanding you will be much more likely to get the outcome you want.
PepperElf on 02/25/2010:
personally if someone started swearing at me then I'd hang up too.

and the weather IS a VALID reason.
so they could make it to work - the drive between home and could could be very short, or in a region that's not hit so badly.

that doesn't mean the region between work and your house is in the same condition.

for example, they closed my college today because of the snow, but I got there just fine... but I live within 5 minuets so I *CAN* get there easily. However I chose to not go grocery shopping today because *that* drive would be a bit yuckier.
noalb on 02/26/2010:
After four weeks it's past the point of being nice and polite. And as for the snow I was in one of the regions hit the hardest so I don't believe it. What ever happened to the customer is always right???
Ghost of former member on 02/27/2010:
"What ever happened to the customer is always right???"

That goes out the window the instant a customer starts swearing or becomes abusive. While I agree that this situation had to be very frustrating and I know that I would not have wanted to be in it, that still does not give her, or any other customer the right to swear at the person trying to help them. I would have done the same thing in his position.
PepperElf on 02/27/2010:
hell we just got hit hard the past couple of days here. and I mean hard - by upstate NY standards.

couldn't even get my car out of the parking spot until one of the men plowing the lot helped by shoving my car over some of the humps of snow.

so yeah it's entirely possible for them to be having snow trouble. If it hadn't had been for that man, I'd have had to have waited for the snow to melt for my car to get out
jktshff1 on 02/27/2010:
The customer is not always right. It's just too few are willing to admit it, it's always someone else fault.
Course, the stores ain't always right either. You just have to take the time to analyze each situation and the circumstances around it.
sounds kind of crazy don't it?
PepperElf on 02/27/2010:
jkt BA
jktshff1 on 02/27/2010:
Thanks Pepper.
Anonymous on 02/27/2010:
"What ever happened to the customer is always right"

Have you ever had a job before?
noalb on 03/23/2010:
I'm her bf & she wasn't rude at all. She never cussed at him all she said was bs & he's lucky she didn't say anything more than that. So I'll explain everything a little better. We didn't get our replacement items until a whole month after. I ordered 3 big items one being a tv coming from CALIFORNIA 2 weeks after off the internet & STILL got them before we got our replacement furniture with regular ground shipping. First off when you spend over $2,000 on new items you shouldn't have a 2 INCH sharpie mark on the headboard of your NEW bed & have ALL of your drawers off track in your cabinet with the granite coming off the top. Or your kids bunkbed screws don't go in so you can't set it up. That just shows the poor quality that they sell. My FOUR & FIVE year old had to sleep on JUST there futon mattress on the floor for a WEEK because their NEW bunkbed wouldn't go together & we already got rid of their other bed when I JUST spent 2 grand. That's crazy. When we called, John the owner told us we MUST have dropped the cabinet because that's the only way it would be like that. LUCKLY we got it shipped or he would've obviously blamed us which is outrageous that that would be the first thing that he would say. After one week the guy that comes to look at the damage called me off his cell phone to come look at it that night but I told him it was late & he could just come the next day. I live in Columbus OH & everyone was still going to work we only got hit hard once during our problem & it was all plowed away in 2 days except for the side streets. My work was never closed. He said he would call me in the morning but the next day it was 4pm & he still didn't call me. So I called the number back that he called me on & he was rude & asked me why I called him on his cell phone when that's what HE called me on first. After he came that day which was Friday he said the store would call us on Monday or Tuesday & bring the replacements. We had to call THEM that Wednesday because they never called us & John said it was getting shipped from California & he would have it by the next Tuesday. That Tuesday passed & he didn't call us then either to tell us anything so we waited until the NEXT Monday to call & he said it would be ANOTHER week & that week passed & he never called us AGAIN. & so we called AGAIN on a Friday which was about 4 weeks after the guy came to look at it & John said it would definitely be here Monday or Tuesday. Then Tuesday passed AGAIN & nobody ever called us AGAIN! They never called us not ONCE we had to keep calling them. So Wednesday was when my gf called & John said that it still wasn't there because their driver got pulled over because he didn't have the proper license. Which is something else that shouldn't happen. Keep in mind it was now 5 WEEKS AFTER the guy came to look at it. Also every single time my gf or I called they would say John was busy & he would call us back & he never would. That day my gf called THREE different times & they told her he would call her back in 30 minutes so she waited 2 hours then she had to call back & they said he would call her in 15 minutes & she waited another hour & then she had to call AGAIN & they said he was busy & he would call her back AGAIN & finally she said he still hasn't called her & she wants to talk to him now & so he got on the phone & tried to tell her that he'll call her back later AGAIN instead of just talking to her!! That would piss anyone off that's not how you treat customers. & that's when all my gf ever said was that you keep making bs excuses & John had the nerve to tell her when she can be a lady to call back. That is not cussing that's all she ever said. & I told him I'm never coming back there because he doesn't know how to talk to people & he told me he doesn't CARE. What kind of owner talks to their customers like that?? & then I called & he literally hung up on me more than TEN times when all I was saying was "WHEN WILL I GET MY BED". I have never had that much trouble with ANY company in my life. & I understand the weather wasn't the best but 5 WEEKS???? That is crazy. INTERNATIONAL shipping is faster than that. & how can you not call your customer not ONE TIME for 5 weeks??? Or say you'll call your customer back & never do EACH time?? I received my TV from California in 6 DAYS during the same time. Whoever said that he's right to say that, what if he told your gf or your wife to be a lady?? You NEVER talk to a woman like that. & John has commented online on other reviews just read them & you can see how he insults people. I wouldn't be surprised if he had an account commenting on this pretending to be someone else as he was doing on another site. If you have any questions our email is "". I hope our story is a lot clearer now. I rather pay a little more any day & get better customer service then save a few bucks. I will NEVER shop there again. All he is worried about is making quick money. The only way for your business to grow is to get customers that will come back time & time again & when you treat customers like that eventually karma will come back to you John & the only person that it's hurting is you.

Here are all word for word quotes showing how he talks to people jus ONLINE. You decide for yourself.
"but you lady, I have herd that you where crazy... Chris run even your friends tell me and your co-workers that she is."
"how could post something so silly"
"you must be a competitor try to full the public"
"any person who would listen to you I do not need"

Below are all urls that have comments of bad customer service there & most show John commenting & being rude.

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Horrible Customer Service
Posted by on
COLUMBUS, OHIO -- My Husband and I purchased bunk beds from this store late September. We were preparing to move in October. The owner of the store advised us that we could leave the bunk beds in storage at his store as long as we needed and to pick them up when we were ready. This weekend we went to pick up the beds and he sold them to someone else. Earlier that month we seen that someone called our home from his store and when we called back he claimed no one called and that our bunk beds were there at the store waiting on us. Basically he sold them the day he called our and house and he thought he would have them back in his inventory before we came. The owner lied to my husband and claimed that they were shipped to the warehouse, but one of the workers at the store told my husband he sold the bed to someone else. The owner claimed that the beds would be in the following day, but he wanted to charge us to have them shipped. When my husband asked for a refund he acted like he did not want to give us our money back and tried to sell us another bed. The owner/salesman is a con artist and I would not recommend anyone do business there.
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mr c on 12/15/2007:
first let me say how dare you call us liar we at libertyfreight give the best value for the furniture dollar peroid!! we call them and ask if they wear going to pick up there bunkbed that they purchase there was no answere too days later we moved there product to our big warehouse ware it still is her husband show up 1/2 hour before we close on a Saturday I told him why did you not call we would have it here for you he was told come back on Sunday we are open 12-5pm he want a free delivery I told him that company is separate from us we out source our deliveries. and they one have to pay them he said no way!! Two personally attack me and this company is just wrong we are the only furniture warehouse that is accredited member of our Better Business Bureau that does this kind of value show up at any warehouse 1/2hour before they close see what happens. he ask for a refund it was immediately processed and sent two him before you judge this familly own business call the b.b.b. they will tell you do not! believe everything you read on the internet the public is a lot smarter they you think by posting this malicious attack that is completely unfounded, the only thing I can say is what my farther said too me years ago telling half the truth is like telling a lie we will continue to pray for this family god bless merry xmas
tnchuck100 on 12/16/2007:
mr c, judging only by your written communication skills in this case your credibility as a business owner has suffered. It has actually added credence to the complaint.
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