Bernie and Phyll's Compliment - An Interesting Contrast
BRAINTREE, MASSACHUSETTS -- I recently purchased all new living room furniture from Bernie & Phyll's, in Braintree MA. The delivery date was a month out, but I was willing to accept that because I wanted a Saturday delivery so I would be there to 'supervise'. On Friday (last) they called, apologetic, that the delivery to the warehouse had been delayed and that they could not deliver on the next day, as promised, but that they could deliver on the following Wednesday. I wasn't happy, but willing to bite my tongue.
On the following day, I received in the mail a receipt from them where they had credited back to my credit card, all the delivery charges. I thought this was kind of a class move.
The furniture arrived at 8 AM on Wednesday. I'm pleased with the furniture, but, after a few test drives, the power recliner on the chair quit. (definitely its best feature) So I get on the phone. THE CSR I reached offered to send out a tech to repair it, but that it would take a week to get one out. However, she also gave the option of having a brand new chair delivered on the first truck tomorrow morning. I took this option.
I think Ashley could take some pointers on how to turn an unhappy customer into a happy one. And now I am going to go take a test nap on the new sofa.