Posts Tagged 'Furniture'

Landeros Resolution

Well it took two months to finally reach a final resolution with Landeros. My aunt would be getting back her money in its original form (credit card) not store credit. She would have to pay the delivery fee and a restocking fee of 10%. I also had to agree to “update ALL forums on the satisfactory agreement.”

So here it is, the final resolution was fair and agreeable by both parties.

However, while the final resolution was fair, getting there was hell. Had Landeros acted more promptly and professionally, they might have kept a customer and obtained a better rating.

Hopefully, this be a lesson learned, your customer service can make or break a business. If you want your business to do well, striving for a fair or satisfactory rating is no longer good enough. The best type of advertising is free and it comes from your customers the type of advertising you receive is controlled by you and your customer service.

Advertisements

Landeros Furniture Beaumont CA

On September 11th, my 82 year old aunt went to Landeros Furniture Superstore located on 1482 E. Second St. Beaumont Ca. with her was her health care worker. They explained to the salesman that my aunt was interested in wicker furniture, it had to be sturdy with firm cushions, due to the fact she in the past has had back surgery. There was nothing in the store so he showed her furniture in catalogs. My aunt did see a set consisting of a loveseat, rocker, chair, ottoman and end table, she was assured by the salesman that the furniture was sturdy and the cushions firm and it was a good choice.

The sale was written up and paid for a of total $1,762.81. Fast forward to the delivery on Oct 2nd. At the time of delivery my aunt’s 72 year old neighbor was present. The delivery was chaotic while the delivery men were trying to remove her existing sofa through the kitchen service porch area the sofa got stuck in the doorway. Fearing that they might cause damage to her doorway, walls or washer/dryer she along with her neighbor kept an eye on them following them into the garage. The loveseat was taken out the front door which is wider with no problem, once the loveseat was in the garage they started bringing in the new furniture. While the new furniture was being brought in one of the men asked her to sign a confirmation of delivery, she was so confused she can’t even remember if she signed it. No reciept was left.

Once my aunt and her neighbor went into the living room, they were in utter shock. The furniture appears to be several years old, pre-owned or left outside for sometime, its damaged, dirty and completely unstable, in no way is the furniture new.

My aunt called me immediately regarding the condition of the furniture, since I live 77 miles away and I take care of my elderly mother, the soonest I could get there was on the 4th two days later.

OMG, this furniture is definitely not new. I immediately called Landeros, and spoke with the receptionist it was Sunday and apparently their customer service isn’t open in on weekends. I explained the situation and was basically told it was a special order and there was nothing they could do, I had to wait for customer service. I did take the time to explain that I blog and give feedback good or bad. The outcome of my review would be up to them, the time it takes to rectify the situation.

That Monday I spoke with the customer service, I explained the situation again the response was it was a special order; maybe I could take pictures and bring them to the store. I really don’t carry my camera with me, all I had was my camera phone I took pictures but decided the ones that were taken were not the quality nor could I email them so I explained they are less than ½ mile away, they needed to send customer service to her. I also explained my aunt fell while trying to sit on the rocker because it’s not stable enough when she started to sit down, I again told her I will be reviewing this on my blog, yelp, my desert.com, etc. Finally, customer service agreed to send someone to my aunt’s home and take pictures.

On the 6th, the care giver almost fell getting out of the chair she said this is not the quality that the salesman said it was and it is a clear misrepresentation from the representative of the store.

So, I called to see the status and the customer service representative wasn’t due in so I asked to speak with someone else, because now I want all our money back, we clearly don’t want this furniture, its dirty, broken, chipped, weather beaten or used. I explained, previously I told customer service that we would pay for the cushions since they were made in the fabric my aunt chose but now I want all the money back, due to the quality and misrepresentation. The manager came on the line and did not identify herself by name, (and who I later found out was the co-owner) her response was that it was up to the manufacturer as to what would be done and I needed to wait to give them a chance to fix the situation. I tried to explain not only is it regarding the condition but the fact that there was misrepresentation of what was purchased by The Landeros employee. She also pointed out that since I was not there, I don’t know what was said, well she’s right but the caregiver was present during the entire transaction and along with my aunt explained my aunts bad back and type of furniture needed. What was the response from Landeros management “were not doctors.” I guess you can afford to be funny when your not out $1,762.81 and have no where to sit.

Apparently Landeros and their management has the mind set that this is between the manufacturer and my aunt. Wrong, my aunt didn’t buy from the manufacturer she bought from Landeros. The manufacturer didn’t tell her it was sturdy and firm, Landeros did. My aunt didn’t give her money to the manufacturer, she gave it to Landeros.

Well the manager said she would hear from the manufacturer that day, I said well you have my number, I look forward to hearing from you. She in turn said no you can call me back, let me give you my number. Well let’s just say customer service at Landeros is off to a good start.

The results from Landeros was the manufacturer will paint the scratches, will do nothing regarding the numerous chips and where we pointed out missing screws, we were told that we just can’t see them. Now who in thier right mind would agree to pay $1,762.81 for furniture that is so damaged and agree that a coat of paint is acceptable? Even if they were to offer replacement furniture how would we know if any replacement furniture is not just covered up junk?

At first we were willing to pay for the cushions since my aunt ordered the fabric, I am no longer willing to do so. My reasoning is that the furniture is certainly not what the salesperson represented it to be and to top it off the tags on the seat cushions say 2008 and with felt pen someone altered the 08 to 11. The furniture is flimsy, the cushions are not firm and the set is not sturdy or as well constructed as the Landeros saleman assured us. I have attached pictures so you yourself could see this is not new furniture.

As far as their no refund policy, I feel my aunt held up her end of the contract she paid for “new” and “well constructed furniture” what Landeros did was give her “damaged” and “poorly constructed” junk that she probably couldn’t sell at a yard sale. Since they didn’t live up to their end of the contract by giving her what she paid for that should make the no refund policy null and void.

Enjoy the pictures as to the quality from Landeros Furniture Superstore. I will update as this drama progresses and do a complete review on various sites so others can choose where to spend their money. My question is, is there really Customer Service or lack of Customer Service at Landeros Furniture Superstore?

I will post more pictures with my follow ups. Be sure to click on the thumbnails for a closer look.


Back in the Day

Love me? Add me!

Lookie Loos

  • 14,490 visits to my amazingly great blog of epic proportions.
October 2017
S M T W T F S
« Jul    
1234567
891011121314
15161718192021
22232425262728
293031