Value City Furniture Informative - Value City Rights The Wrong
CHARLOTTE, NORTH CAROLINA -- As a good faith gesture, I am writing this as a follow-up regarding my previous post about the Value City Furniture store located at 9527 South Boulevard, Charlotte, NC 28273.
After posting my previous complaint, I also sent a copy to Value City Furniture via their “contact us” link provided on their website. I received a phone call later that day from Chris Rousseo, (sp?) the General Manager over the Pineville Value City Furniture location. Mr. Rousseo explained how he understood my situation, and voiced his own frustrations with how my whole experience with Value City Furniture had transpired. He apologized for the way customer service had dealt with my account (or lack thereof), and assured me that my sofa would be delivered between 9:30-12:30 on 10/27/10, the next morning. Mr. Rousseo thanked me for voicing my frustrations via their company website, which he said in turn, allowed him to have an opportunity to make things right with the customer; which in this instance was me. He assured me that I would be taken care of, that I would be compensated for the inconvenience, and that he would call back to follow-up with me to discuss the parameters of my compensation. I must admit, after the track record I had had with Value City Furniture keeping their word, I was somewhat skeptical as I hung up the phone. At 9:15 the next morning, Value City Furniture was placing my new sofa in my living room.
Earlier this evening, I received a follow-up call from Mr. Rousseo, asking if I was satisfied with my new sofa. He explained that he was keeping his word, since he had told me that he’d call. Mr. Rousseo admitted all of the errors that had snowballed into this train wreck of events, and agreed that this entire situation could have been avoided simply by providing some information. He told me that the day I purchased this sofa, I should have been told how the delivery process worked, and that it would be a few weeks before I could expect my sofa. Then I would have had the option to either wait or go ahead with my purchase, but either way, I would have been informed.
Mr. Rousseo added that I should have been accommodated when I called asking for a temporary fix; anything, to keep me from sitting on the floor for 34 days. Understanding that they are not in the rental business, and explaining that what happened to me was a very rare occurrence, he said his company still should have taken the extra steps in ensuring my comfort while I waited.
On behalf of Value City Furniture, Mr. Rousseo has done his best to try and Win back not only my trust, but my faith in his business. He did as he promised and he made things right. He compensated me well for my inconvenience, exceeding my expectations completely. It was a pleasure speaking with a man of his status that actually cared about the feelings and experiences of his companies’ customers. He possessed a very pleasant and accommodating demeanor, of which I am grateful. However unfortunate the events that led to our phone conversations, I am thankful that he was willing to right the wrong I felt his company had made.
Mr. Rousseo assured me that these events will lead to more in-depth training of his Value City Furniture employees, and this time there is no skepticism in my mind regarding his intentions. I fully believe that he will take the steps necessary to better his employees and the relationships they exhibit with their customers.