Linder's Furniture Complaint - Caveat Emptor!!! Do Not Buy From Linder's Ever!!!
12821 KNOTT ST GARDE GROVE, CALIFORNIA -- I purchased a dining room table from Linder's in Murrieta, CA a couple of months ago. We have a home in the nearby mountains and are still in the process of furnishing the place. We picked up the table at the store as they do not deliver in our area. When my husband put the table together, the table extension was from a completely different table. We had purchased the table at that time to host a couple of parties. I called the manager at the Murrieta store, and he stated that he would swap out the extension for the one in the store. I agreed to the quick fix, and low and behold, the extension matched, but didn't fit! I called back only to find out that the manager had quit or was fired, and no one knew anything about this problem.
I was referred to customer service corporate office, which ended being a complete nightmare of multiple phone calls, finally culminating in getting transferred to a voicemail for a supervisor named Sue. Sue finally called back after a few days of phone calls, and told my husband that we would have to bring the table down to ORANGE COUNTY to exchange, and she would give us $50 store credit. My husband said this was NOT possible as we did not have access to a truck, and would cost us more than $50 dollars to transport. I ended up trying to get ahold of the owner, Phil Lender, to ultimately find out that he is owner in name only. The ONLY person I could deal with was Sue. I called and left multiple messages that went unanswered by Sue. After a couple of weeks I had to call non-stop, repeatedly, to not only her line but customer service, for around an hour, before she finally called back. Hate to resort to this tactic but it works when you tie up the phone lines for an hour. ULTIMATELY, she agreed to send an inspected NEW table to the Murrieta store and said she could ONLY give us $100 STORE CREDIT. Wow. Such customer service!
It will cost us over $100 just to get the defective table returned and to pick up the new table. She ABSOLUTELY REFUSED to at least refund us the money it will take to return and pick up the new table. It is a win-win situation for Linder's as I only get STORE CREDIT!!! Why would I want to purchase ANYTHING from them after the heck they put me through? DID I MENTION THE CUSTOMER SERVICE LINE?? OMG, it was incredibly bad. CUSTOMER DIS-SERVICE! They were rude, they gave me WRONG information, and after numerous conversations with them to try and get someone in charge (Sue) to talk to me, (at least 5 phone calls), Sue finally called back. After my husband spoke with her, and we did not come to an agreement, she refused to call back, thus prompting my deluge of phone calls Rambo-style.
I should never have to incorporate Rambo-style phone calls as a customer to get what I purchased, EVER! Suffice it to say that I will NEVER, EVER purchase ANYTHING from Linder's again. Don't know what I will do with $100 store credit. My parties were hosted on the floor, and Linder's couldn't CARE LESS! I have had issues with Sears, Home Depot, and Living Spaces, all in the process of purchasing items for the new house (believe it or not!), but I was compensated justly for their errors. Linder's, however, refuses and I have no other alternative at this point. I am absolutely gobsmacked that in this economic climate, businesses like those mentioned above, would be so uncaring about their reputation, and so callous to the consumer. Encouraging a customer to go elsewhere? Who does that? Linder's does! Bottom line I have learned from this experience: Buy your purchases at "Big Box" stores. You may have issues and have to resort to Rambo-style tactics, BUT, you will ultimately be compensated to your satisfaction. Linder's, however, will not compensate you to your satisfaction. Expect it.
Company Response on 04/27/2011:
Customer picked up furniture at our store in Murrieta on March 19th 2011.The address was a local address on the sales order. Customer called us on the 1st of April, 13 days after original pick up stating that the table leaf would not sit flush with the table. We informed customer that since this was a pick up she would have to bring in the table to our warehouse for an exchange. Per customer the table is at her home in Lake Arrowhead and we would need to take a table out to her. Informed customer that since this was a pick up she would have to bring table back to us. We are sorry that customer is unhappy with the outcome. If this was a local address we could have accommodated but table was in Lake Arrowhead. At any given retailer if you picked up from them you would have to take it back to them...the same principles applies here. As for the RAMBO TACTIC, that just inconvenienced other customers that could not get through. Multiple massages were left but customer did not even allow 24 hour call back turn around time.
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