Omaha - Central is rated 1.0 out of 5 by 1.
Rated 1 out of 5 by Lina from Follow up call from Franchise Owner in Omaha I wrote a review last week regarding being very unhappy with the service received from your Overland Park, KS. store. It seemed that your call didn't help in resolving the handling of my particular situation. First of all, I felt as if I was on the witness stand and being interrogated by you. If you are not an attorney, you should be one. I am happy that you have been in business for 23 years, but perhaps you would be even more successful your staff would learn some rules of customer care and how to handle customer dissatisfaction. This type of unsympathetic and combative attitude evidently comes from the top. You mentioned that my order was a special order and it's final. But, how can it be final when a brand new chair that we purchased didn't work when we needed it the most. Yes, you had the chair delivered earlier, but the condo where my husband was going to be recuperating was not ready. As soon as we realized it didn't work, I called the store, but evidently you don't feel that your stores have a responsibility to handle customers after they purchase. I was told to call the manufacturer direct. I own a retail store and we always handle situations with our customers and go to bat for them with manufacturers - especially if we feel that it's a situation that should be an exception. And, no, I did not just refuse service to fix the chair. By, the time all that happened it was too little too late. Where were they when my husband needed the chair the most. I asked Relax the Back if someone could just come out to see what was wrong with the chair, but they said it couldn't be done. I am not sure how it was decided what parts to order when no one had seen the chair. All and all there is exceptions to every rule,but Relax the Back makes no exceptions and has no empathy for their customers. It seems that if we had bought the chair from another retailer in town that perhaps they would have been willing to roll up their sleeves and help us instead of taking the attitude that it wasn't their problem. As I mentioned, this is the first time ever that we have asked our credit card company to reverse a transaction. I don't believe that I would have received a call from you had I not done that. Sometimes enough is enough. Frankly, your call was mainly an attempt to find a loopholes in the story. I've never been on a witness stand, but, it's crazy, it's exactly the way I felt. In good faith, I truly tried to support a local store, but I could have bought this chair on line and received better service. It seems that Golden, the manufacturer, is a reputable company and I am sure they will support you. And, part of doing business is that you need to accept returns, at times. The chair still has all the tags on it, I am sure you can use it as a store sample. Wow!!! I wonder how Nordstrom or other world class retailers would have handled this. I am sorry about all this situation. I know as an owner of retail stores you have a lot on your plate. Thanks so much for your consideration and I truly wish you the best with your stores.
Date published: 2015-11-14
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