Five days ago, I wrote about my experience with American Furniture Warehouse in Fort Collins, Colorado. It was not a glowing moment for their customer service team.
This morning, my home phone rang and my wife informed me that American Furniture Warehouse wanted to speak with Joel Comm.
I had been anticipating a call from them. Surely they monitor the web for mention of their name, and just 48 hours after blogging about my experience, I was on the first page of Google for at least of their primary keywords.
That'll get someone's attention.
Anyhow, enter Levena McClay, the Assistant to the Director of Customer Service.
Ms. McClay was very nice (which is her job, but I'm certain she is also quite nice off the job...)
She explained that it was indeed a mistake to put me through so much nonsense when the clear choice should have been just to void the second delivery charge.
We spoke for a few minutes about their policies and procedures and then I asked how she intended to follow through on this situation.
She told me they would credit my card for the $30 delivery fee AND provide me with a $50 store credit as an act of good will and to invite me to shop at their store once again.
I graciously thanked her for following up with me and providing me with this offer, which I find to be quite equitable.
So, Jake Jabs, congratulations on hiring someone who understands that the customer is indeed always right, and far more valuable than a $30 delivery fee.
I went to American Furniture Warehouse to purchase the home theater seats that I had been eyeing before this happened and was more than happy to hand them my credit card for the purchase.
I doubt anything would have happened if I hadn't posted my gripe on this blog.
The power of the press now extends to the Internet. Be sure to take advantage of the opportunity to let your voice be heard!
What do you think? Have you been able to use the web to affect a change?
It's Del.icio.us!
Furl It!
February 22, 2007 05:07 PM
Uda Man Joel!
February 23, 2007 01:50 AM
Well it seems American Furniture did not know who they were dealing with, Mr. Comm. I have never heard of the company and after reading your first blog entry I don't think I'd like to do business with them. It's good that they finally gave fixed their mistake. Too bad it had to come down to this though. With that blog entry I am sure they will already lose thousands of dollars.
Thanks for this entry, this is an empowering story for all of us smaller bloggers.
By the way I just received your book in the mail. So far it looks pretty cool. I like the whole notebook format. It's cute. =]
Cheers,
Phishie Diaz
February 23, 2007 03:10 AM
Yeah, blog now is so powerful.
February 23, 2007 08:50 AM
Your question -- Have you been able to use the web to affect a change? -- is the reason for many who either blog or have websites.
Of course, another question is whether the change we affect is positive or negative in making ours a better world.
Onward with purpose,
Chaplain Paul Slater
February 23, 2007 08:50 AM
Impressing, Like the Maddox-Orbitz thing!
February 23, 2007 08:55 AM
Good on you Joel. These guys need to understand bad service IS NOT acceptable.
You made me think I need to post on my blog about some real sharks, purporting to be affiliated with Mike Glaspie, who are into real high pressure stuff to get people to sign up for a mentoring program
February 23, 2007 08:56 AM
WOW! This is powerful.
February 23, 2007 09:03 AM
That's great Joel. I'll have to use that. It's sad that it took that much effort for the company to get right. But better late than never.
Eddy
February 23, 2007 09:03 AM
Hi Joel,
wow ! good job..
Similar thing happend to me with one of the suppliers to my business...
Now i have a 30 day interest free credit account with them ( its really hard to get accepted normally )
Congrats !
Power To The Blog
Chris Yates
February 23, 2007 09:03 AM
Your concern has heard because of the power blog.
February 23, 2007 09:05 AM
Blogs are changing the way companies relate to customers, indeed.
February 23, 2007 09:09 AM
Joel,
This is a great story! I agree that when you get the press involved, people listen.
I'm glad to hear of how they handled the situation. I have been in situations where all they offer is an apology (if that) and I think what poor customer service that is. A little extra goes such a long way.
February 23, 2007 09:17 AM
Glad to hear things worked out to your benefit. I sent your open letter to my nephew (who owns a couple of IHOPs in Denver=and knows how the value of customer service) and to my sister (who also lives in Denver and managed a motel for several years). She is a very outspoken person for customer service. Maybe some other Denver residents saw your letter and made contact with the store as well? Never know what will happen.
February 23, 2007 09:22 AM
Joel, it seems that Ms. McClay isn't the only nice person mentioned in your blog. I love the way you use words to compliment others even if they accidentally slight you. Not many people would even bother to say such positive things like you did, let alone plug a business so effectively. Which reminds me I haven't blogged in 3 days. I think I have something nice to say about someone else. Let's go blogging!
February 23, 2007 09:22 AM
That is great Joel, just had a quick question. How do you drive more people to your site. Asked google to put me up and they did on my blogger site.
February 23, 2007 09:25 AM
Excellent,this is why we need Dr.Adsense who guides all the members and points us out the specific effects of specific actions and the resulting outcomes which are crucial for success and now we all know the power of blogging
Keep Blogging
Jumaani
February 23, 2007 09:40 AM
Joel,
Blogging has become the "master key" to getting access to someone at a local business who needs to be aware of unfortunate mistakes made by their staff (intentionally or not).
Because my blog is specifically about business, customer service and marketing, I make it a point to post all the silly little things that companies do (and some good things).
I also find that local legislators find out about blog entries as well:)
Mark
February 23, 2007 09:43 AM
Glad to hear they resolved the situation. But, it's a crying shame they put you through that much grief. I would hope that this Jake Jabs guy would at the very least, send you an email or letter apologizing for what happened. Hopefully, he would also explain how he is rectifying the situation so that they just don't continue to treat other valuable customers like dirt.
February 23, 2007 09:49 AM
I think they understand the value of the spoken word online. It's fairly obvious they don't want bad press, and they can tell you have a large readership. They did the only thing they could do - and I'm sure they appreciate the positive post today.
I also bet they work a little harder at keeping their customers happy, and not double charging them!
February 23, 2007 09:58 AM
Hi Joel,
I believe this is a perfect subject for what I am going to address here.
First,...I am a totally blind individual, and internet marketer.
I have been trying to signup on Squidoo so I can use their services.
Now try to put yourself in my, or any blind, or disabled persons shoes for a moment.
I go through the whole signup process only to find that AWEFUL "Typ what you see in the box" security measure.!
Now,...if you are a blind internet user, you know that these boxes, without an audible option, is VERy!...Very!...Frustrating.
I then tried to submit a support ticket about this problem,...Low And Behold!
There was another one of those "Type what you see in the box" security boxes!
At this point I was beyond Frustrated!
You know,...it would be really great if you sighted people would try to put yourselves in my shoes.
Put a cover over your computer monitor, and see just how far you can go on the internet!
I sincerely hope the power of the blog can get heard this time.
Kevin Brown
P.S.
It is actually illegal in Australia to use these "Type what you see in the box" without an audible option...
February 23, 2007 09:59 AM
IVE OFTEN THOUGHT OF A BLOG TELLING THE HORROR STORIES PEOPLE LIVE WITH EVERY DAY.
LIKE NEW YORK THERE ARE 8 MILLION STORIES.
February 23, 2007 10:01 AM
Hi Joel,
It's nice to know that there are still companies out there that care about their "name" - and that they will respond favorably when the right amount of pressure is applied! Congratulations on your successful blogging!
-Mark
February 23, 2007 10:24 AM
8 million stories?
Really?
Can you tell me the first one?
February 23, 2007 10:35 AM
Yes Joel I read your Blog yesterday. If we don't speak out for ourselves, who will. How did you spend all that refund?HA. I am going to Blog about CREDIT CARD H- - -,& the Golden Years. Got a lot reading to do. I Thank You for all the info you are sending out. He helps us old Newbies. Thank Patsy One more thing, your view is owesome,an't God Good?
February 23, 2007 10:35 AM
Joel, congrats on the resolution.
But now, just curious (as are others I'm sure) how you feel about Steve's comment about getting stuck with templates he wasn't satisfied with (in the original blog about the furniture.)
Seems odd in an oxymoronic or ironic sort of way that somebody who posts about failure of resolution with you on a blog where you wrote about failure of resolution with another company can't get his issue resolved.
Perhaps a good advertising or marketing approach would to at least address the complaint publicly by offering Steve a means of contact for further communication. It would at least appear as though you are 'considering' Steve's complaint. Right now you have the appearance of hiding behind an alleged 'no return policy'. There may be more issues to the complaint, but we the public don't see them right now.
Sure, digital media has different concerns than physical products, but the bigger issue here is crisis management for your public image. Ignoring that post implies that you might view yourself higher or mightier than Steve, it's not worth responding to.
Incidentally, I have been very satisfied, even thrilled, by the products and affiliate products I've purchased through you.
February 23, 2007 10:37 AM
Joel:
Yours was a perfect example of the power of the blog. Every company should have Google and/or Yahoo! email alerts configured with their industry keywords and especially their company name to be notified when such a posting (like yours) occurs.
Once you begin monitoring these alerts, most people are surprised to see what issues and opportunities arise - which they would have never known of had they not been alerted. I always recommend this to companies I consult with.
Tom
The Webunet Group
www.webunet.com
February 23, 2007 10:43 AM
Hi Joel, I always enjoy your emails, and I checked the story. Indeed very powerful stuff. I wonder how they were monitoring their business name, you think with Google news alerts? Or others? Also. What do you think of my website Thousand Lots Of Sand - Concept Investment Art where I sell canvasses of sand from a Caribbean beach? It's a conceptual art project, but it's also investment art. Any ideas on promotion?
February 23, 2007 10:48 AM
That is seriuosly awesome Joel! Glad to hear you were able to get resolution.
Warmest,
Jonathan
February 23, 2007 10:48 AM
I realized that you can make business respond so quickly by making your comments to the blog, but I wish that someone will coach me how to make or to start doing business on the internet.
Somehow all I heard is that people make this amount and people made that amount but how do I know if they are telling the truth? Too many scam, too many wants to be a guru but all that I am getting is that I had to buy their software, downloads before I could get the instructions of mostly not even complete.
How do a person trying to get started with not much money to start?
February 23, 2007 10:59 AM
Is the customer always right? I've read two articles one by Dan Kennedy and the other by Perry Marshall which argue that firing a certain number of customers is the better policy sometimes. Will you comment on this topic? Thanks.
February 23, 2007 11:05 AM
It seems that more customers have to take 'action' for bad customer service rather than the other way around. Maybe blogging will help turn this trend around.
Good for you Joel.
Al
February 23, 2007 11:10 AM
Hi Joel,
Yeah, the squeaky wheel really does get the oil. I doubt if there would have been any resolution without your efforts.
I have a favor to ask of you. It's re. a health & Wellness network marketing biz opp that I'd like you to evaluate. It's a short video tour at http://www.automaticbuilder.com/sandwalker and then a patent-pending compensation plan at http://www.automaticberry.com
and finally how to put the two together to maximize their possibilities at http://www.abgrowsmart.com
I'm just getting started in it but have used the products. They are very very good.
I'm interested in your take on it all though. Thanks,
Sandwalker
February 23, 2007 11:12 AM
power to the people, right on!
February 23, 2007 11:15 AM
Hi Joel,
I have been reading all your emails, and your blog. Just thought I would post a sorta response. I am get your adsense templates, at least the first two. I just had to cancel, due to having made a mistake in my checking account, and everything is bouncing, and costing me a lot in overdraft fees. When I get my checking account in order, I would like to continue receiving the templates. Is that possible? You can reply to my email address, instead of this blog.
Sincerely,
Ed Mudge
February 23, 2007 11:27 AM
Well depends on how big your "Fan Base" is. Because the amount of Daily Visitors on my Blog is increasing, (offering my readers Fresh - Daily - Content) so will the Power of my Blog. Although I don't have specific plans to write about what I don't like. On my Happiness Blog I usually write about the things that I do like. Feel Free to see for your self! at: http://hpshappy.blogspot.com
February 23, 2007 11:32 AM
Hie joel.
Wow, what an interesting thing that happened to you. I think that it also needs some reputation or a high traffic website to be able to make such changes with blogs. But its really eye opening for me to see the power of the Internet/Blogging could affect all these to happen.
February 23, 2007 11:32 AM
www.georgeaknight@aol.com
MrGeorge A Knight
Hi Joel,I have had problems on downloading my
order see below could you please help I sent emails to joel@worldvillage.com
http://www.askjoelcomm.com
http://www.thehelpdesk.us
Aol did not accept theses and did not send them
I also sent a snail mail to InfoMedia, Inc., 700 W. 15th, Suite 3, Edmond, OK 73013, USA
Order ID: 17014505
Date: Monday, January 22, 2007. 5:17:01 PM.
Name: Mr George A Knight
Company:
Email: georgeaknight@aol.com
Address1:10,brentford drive
Address2:
City: derby
State: derbyshire
Zip/Postcode: de22 4bn
Country:United Kingdom
Google AdSense Secrets: 3rd Edition - Special ($19.95) X
February 23, 2007 11:46 AM
Great Joel! Unfortunately, sometimes we have get right in their face to get action online and offline.
February 23, 2007 12:00 PM
Since you brought the subject up,
You and Andrew Fox could learn a thing or two from your own experience. I will try and keep this short.
I had requested a refund from Andrew Fox within the 60 day 100% money back guarantee period for a $97 product that did not work for me. All through January, Andrew's customer service kept reassuring me that ClickBank would be sending me my refund and that I should check with them.
I wrote to ClickBank and they said that too much time had now elapsed and they would not be refunding my money.
Finally after more emails back and forth on February 14th, Andrew sent me $35 and told me that I would have to collect the rest from you because you had been paid your commission.
I wrote to you and Your customer support told me that I would have to deal with Andrew, thanks.
Yesterday I checked my PayPal account and found a deposit for $45 from Andrew with a short note (not an email) saying that this was the balance of the refund.
So $35 + $45 = $80 Minus $3.73 for PayPal fees from 100% money back guarantee from $97 leaves me $20.73 short.
I got No polite phone call, No apology email, No $50 store credit (did not expect one) and I am still $20.73 out of pocket.
I am not blaming you Joel for this, But I did buy from Andrew Fox on your recommendation.
I am glad things worked out for you.
I think, however, before you complain again about customer service and saying that "the customer is always right", both you and Andrew Fox need to check to see if your own customer service is living up to the standards you expect from others.
Having said this I still have the utmost respect for both you and Andrew and will probably still be buying from you in the future.
Just remember you brought this subject up ;-)
PS. Ask me to tell you the true storey about Mr. Sam (the grocery tycoon), an old lady, and a turkey :-)
February 23, 2007 12:16 PM
To Perry: how do you know Joel hasn't already addressed Steve's issue? And Joel's image-handling is none of your business, Mr. Critic.
Ed: contact Joel through support, not here.
Common sense is in short supply in our society. We can't be what we weren't taught. Joel, you held that furniture company accountable for their actions, something more of us need to do with imcompetent so-called customer service reps.
Why are we so afraid to stand up for ourselves and insist on proper treatment?
By the way, I'm originally from Colorado and didn't think there was intelligent life in Ft. Collins, til I found Eric, and now you....hm, there is hope!
February 23, 2007 12:20 PM
Hi Joel, have i used the web to afffect a change? Yes, now millions of people think I'm boring, instead of just a few ;)
February 23, 2007 12:23 PM
I hope your own customer service can learn something from this, Joel. My experience with your Monthly Templates program was a nightmare. MAJOR delays with shipping and absolutely *NOTHING* was done to make it up to me. I did not even get a free upgrade to overnight shipping to make up for the delay, or an offer of a discount of my next month's order... nothing. As much as I hated to, I had to cancel after my first month. I was so disappointed, because I absolutely love your book, It sits right beside my desk all the time.
I'm very happy you got such a great resolution. I just wish your own support desk could have tried a little more to make me a satisfied customer. I'm sure I would still be a member of the program if I could have received any compensation at all for the trouble.
February 23, 2007 12:47 PM
Looks like your blog post kinda came back to bite ya in the butt, doesn't it Joel? :-)
That's O.K. though. I bought Instant Adsense Templates Volume 2, and I have never had anything arrive so fast through the mail! EVER! Three days from the time I ordered! (And I am in Chilliwack BC Canada!) Loved the product.
Didn't do the monthly I.A.T. though...What I rec'd from I.A.T. 2 will keep me busy for a long time to come.
So I had absolutely no issue with Joel's customer service, or product! Both were top shelf!
Where I did have a problem was with the guy I purchased I.A.T. 2 thru, Keith Wellman. He offered some bonuses then never delivered, lying over and over to a bunch of us for over two months, besmirching the rep of another prominent marketer,(a really good guy at that!) finally delivering, not what he had offered, but a bunch of other stuff that is available for free all over the internet at every giveaway etc. I did let both Joel's AND Eric's desks know, and while they did say they had heard about it, they couldn't do anything about it. (With which I agree...it was not their issue.)
I am currently setting up a blog using I.A.T. templates, and it will be primarily reviews about the customer service of various Internet Marketers (Not their products, just the customer service end) Keith Wellman will be my first post!
Anyway, I digress, and I'm WAY WAY off topic! Sorry Folks!
Michael Rytter
Vedder Mountain Hardwoods
February 23, 2007 12:47 PM
There is much that I'd like to say about all this
but lets get straight to THE main point of what is
really going on here...
Evolution of business!
The more 'we the people' speak up, push the
envelope and hold business accountable, the greater
the rewards and benefits for all...
For the business as well as for many customers to
come for many years.
And the increased competition that results
from 'businesses knowing what customers want and
then providing it' IS business evolution!
But, the more we 'sit back', do nothing, 'don't create
waves' and settle for less than desired, the more it will continue.
('We the consumers' are the determining factor
in the success of any business.)
Have you noticed the recent evolution of insurance companies?
...We've all witnessed the evolution of cell phones!
...The evolution of internet marketing and the
world wide web is easy to see.
'We the people' determine everything!
As an extremely relevent side note, here's the
future I see when 'we as individuals unite and come
together on common grounds'.
1) Evolve insurance companies (all fields)
2) Eliminate mass traffic congestion
3) Save billions of barrels of gas and save incredible time
4) Evolution of traffic laws!
5) Evolution of traffic light configurations
(saves millions in gas, time and money)
6) Control gas prices
7) Alternative fuel sources and modes of
transportation.
All of that and more is easily attainable as soon
as 'we come together and take the proper
actions'... it's inevitable!
When?
Well, that depends on you and me!
Hunter
www.SaveGasNow.org
"Coming Together For A Brighter Future"
"Over 247 Free Gas Saving Tips"
P.S. Joel's point is that any business should
already want to (and willingly) do what it
takes to satisfy the people who make their
business possible.
That's why I also know that when Steve rationally
and properly approaches Joel, they'll be able to
resolve their issues.
February 23, 2007 01:05 PM
cool stuff!
i always wondered if the internet can help consumers seek justice against unfair and bullying businesses for taking advantage of consumers..
yeah, u just proven it to me!
mike chen, one of the famous internet marketer refuses or failed to honour my money back refund guarantee after misleading us into buying his products. i wrote to mark joyner before and he said he will get to Mike and get him to get back to me.. years have passed, i never hear from mike.. ever!
February 23, 2007 01:22 PM
Ok, I'll reply to these here, those this is a poor place to try to deal with support issues. That's why I have a support desk at www.thehelpdesk.us.
Perry, I don't have time to read all the comments, but I did look at Steve's comment on the other post at your recommendation. I have responded on that post, but the gist is that I bend over backwards and give refunds even when there is a no refund policy. Always have, always will. Steve chose to just post a gripe on the blog, rather than go through the appropriate channels and open a support ticket, which he has now been encouraged to do.
Arnold, I remember your issue and Andrew told me he would be sending you a refund. I handled that personally by bringing it to him. The affiliate NEVER provides a refund. It is always the person selling the product. And he should make sure you receive it. I got involved in that as far as I was responsible. The product was good, but I can't be responsible for Andrew's book keeping.
Frustrated, I'm sorry for the problems you have had. I Wrote my monthly templates members about this a few weeks ago, but perhaps you didn't get it. Here's the story...
1) Growing pains. The product was incredibly successful and we're dealing with a scale that we have not encountered before. We're doing the very best we can to keep up and make sure all is well, but we are dealing with some circumstances beyond our control.. such as items being held up at customs for days and weeks... grrr...
2) We just relocated to a new state. This has really put a crimp in some deliverability issues, but we are finally getting a handle on it.
3) Gregg, my support desk guy, has had the flu. His illness has slowed things down, and you can't just bring a new person up to speed like that.
Realize that I am VERY concerned with issues like this. I don't think most people realize just how difficult it is to manage a growing business until they deal with it themselves. Many challenges!
Occassionally a customer "slips through the cracks". It is bound to happen when you are growing to the size we are, but I always stress to my team that we make every attempt to make it right with the customer.
Frustrated... I know you by your email address, so I am sending you complimentary download links to several of my ebooks to attempt to make up for the trouble.
If there are any further issues with any of my products, please open a ticket at www.thehelpdesk.us and I assure you we will handle them far better than AFW!
Thanks!
Joel
February 23, 2007 02:52 PM
good stuff joel....u might want to read back over that post there are a couple of typos like the smiley face and grammar...I expect better from you joel...but i don't know this is my first time reading your blog...loving it so far though
February 23, 2007 03:04 PM
Fantastic choice mister Comm
February 23, 2007 04:15 PM
Hi Joel. I think you are awesome for one reason anyway..... you are so smart.Does any business really think they can last long term with sloppy customer service? I mean who is going to spend their money again with someone who treats them like dirt.You did this company a service they should be grateful.*;)!Cheers!
February 23, 2007 04:19 PM
This is my first time posting. I agree that customer service is the top priority for any business. It's always good to see positive results, but as you said, problems only get resolved when the parties can keep an open dialogue. Keep up the good work.
(p.s.- Can you do 99% of the work instead of 98% on the next monthly site? My knowledge seems to be stuck at 1%.)
Jeff
February 23, 2007 04:22 PM
No doubt about the power of blog. But I'm yet to see it's power take place in my life. I've just become an instant fan of this blog. (Is this too much to say?)
February 23, 2007 05:26 PM
Very interesting.Blogging,no doubt has come to stay.
i have just started blogging. i have downloaded your adsense -secrets-ebook.thanks a lot.
is it too much if i request u to visit my site and educate me?
February 23, 2007 05:38 PM
That is great that you can use the power of the internet for this. Another thing that I have used in the same fashion is spreading word about a certain charity. Knowing how to get high in the search engines is a cool thing when it does work.
February 23, 2007 06:19 PM
I'm appalled each and every day at the depths to which customer service has sunk. It seems every company has automated, down-sized or out-sourced to the point that you can no longer get (qualified) assistance when needed before, during or after a purchase.
February 23, 2007 06:26 PM
Question about the furniture shipping charges.
California charges sales tax on delivery fees. Does Colorado also ding you for such a consumer unfriendly tax?
Also, my bias says that the customer may not always be right. Some years ago, after analyzing the source of a number of difficult* clients, I traced every one of them to my yelo pages ad. Stopped the ad ... no more unpleasant* customers.
Joe McTaggart.
*Cleaned that up considerably.
February 23, 2007 10:20 PM
My mother was a waitress for 25 years and I was raised to believe that the customer is always right - even when they are wrong. I have carried this into my many years of customer service and into Joel's office when I worked for him in Oklahoma. I can tell you that his view of customer service is the same as mine but with so many wonderful customers to service it is only natural to think some might fall through the cracks. He tries not to let that happen but it does from time-to-time. He strives to rectify situations, as they arise, in the best way possible.
February 23, 2007 11:04 PM
Hi Joel,
Just checking in. What a way to go! Great strategy! Many companies try and get over on us all every chance they find. Plus we are All taken advantage of and treated like crap at least once by sorry business owners. It feel so nice whenever I run into a GENUINE loving business owner (like myself) ;o)- Just funning, but true. You certainly got even for all of us . Thanks & Congrat! Keep blogging. I love blogging! Will be back in touch soon!
Bettie
February 23, 2007 11:25 PM
Well Joel good for you, I have a simular situation with a company called Dining Room Super Store
www.diningroomsuperstore.com Its a long story but it amounts to getting a destroyed table after a five week wait and it was left on our pourch with several large holes in it and parts missing. I could get another one if I ship back the old one and pay a restocking fee and thats almost as much as the table cost. Why it takes weeks to get anything in todays supply on demand world. My company GBE Packaging or www.boxesandbag.com could have a semi truck of bubble Wrap to you tommorrow at the lowest price. 5 weeks lol. So now we have a nice box in living room. I'll never buy Tables from the web and surly not from Dining Room Super Store
www.diningroomsuperstore.com
February 24, 2007 12:35 AM
Hi Joel readers n posters came across this excellent idea on this site where all your Adsense template users can gain eyeballs from prospects who are looking to attract 100's of authentic, quality, targeted visitors per day for there clickable links for absolutely FREE? Talk about receiving valuable visitor feedback and networking opportunities with there peers? With over 85,000 members and a superior concept, this has to be the most successful traffic building program on the net. Simply to register to reap the benefits, like all the members get to see your web page ... and temptations to click and get lots of link-backs ... Joel we need you to set something up on these great idea..
All my best to you and Yours
Phillip Skinner
February 24, 2007 12:43 AM
Yes. Indeed the power of internet. I had thought of doing something like this before but never really gotten to do it. Next time round, I might give it a try : )
February 24, 2007 04:03 AM
Hi Joel
congratz on the big succes from your marketing (fans) from DK!
Good going!
February 24, 2007 07:33 AM
Excellent post, that's power to the people. For years in the 1970 and 1980 people were treated as of no account, the customer was dirt. Now in the 21st century we have power, it's called customer revenge.
the customer ia always right.
February 24, 2007 08:17 AM
Hi Joel,
I've been reading and doing a bit of buying from you for a while.
I like your forthright comments on everything.
Like you, I just bought a second home In Tucson AZ, I can see Mount Lemon out the front door. Peace.
Nancy Woodward
The Million Dollar Referral Lady
http://therealestatedir.blogspot.com
February 24, 2007 11:21 AM
To Sadie and Joel, both.
You are correct, the Steve and Joel transaction is none of my business. Nor do I have any insight into the proper procedures or previous interactions between the two.
My post was merely to bring to light the public appearance of potential hypocracy (as the post sat unanswered.) I have upmost respect for Joel and collect (hardcopy) every email he sends because his comments are invaluable to all forms of business. It irked me a bit that Joel would leave his reputation tarnished publicly and just had to comment. As hoped, and even expected, Joel has stepped through in shining armor with his public image stronger than before. Awesome.
Perry
February 24, 2007 02:40 PM
Joel, glad you got this resolved, but you shouldn't have had to go through all that hassle.
The average customer doesn't have a blog, let alone your skills in getting traffic to one, so I suspect if you had been an "average Joel" they never would have resolved this in your favor.
It's interesting how a company is so willing to give up thousands of dollars of business over a $30 charge. I've cancelled some credit cards when they didn't understand this concept.
February 24, 2007 03:33 PM
Really powerfull !!
I need to make something about that. Blog now is so
powerful.
Cheers Joel
John Watkins
February 25, 2007 06:24 PM
After a bad experience online this past week, I felt like complaining, so I expressed myself carefullly in a forum. I didn't mention the website where I had the experience. I guess I just wanted to express my views about hard-handed sales tactics. It's awful when it happens live over the internet. I was nervous and tried to logout quickly. Even though I closed the page, the tech's voice still came over. Frankly, I was frightened and turned off to what was probably a great product (for almost$2000!). And I can't opted out without logging in. I guess I just keep deleting the daily emails. I don't want to login because they know when you do and talk to you. don't want to go thru it again.
February 25, 2007 11:19 PM
Hi Joel,
I'm sorry to say I'm in the same boat with "Frustrated". I cancelled my monthly templates membership through your help desk on Feb. 7, but the templates were shipped anyway on Feb.14.
Now your 'customer service' (so-called) department wants to charge ME a re-stocking fee (whatever the *$#@ that is) for YOUR error of shipping a week after I cancelled. Plus they told me I would also be liable for the SHIPPING as well, even though I had cancelled a week before they were shipped (I have the dated emails to prove it).
I realize you yourself did not actually do this, but your 'customer service' department reflects poorly on you. You're certainly not practicing what you preach. I really expected better, and I'm disappointed.
February 26, 2007 07:46 AM
Brian,
All you need do is bring it to my attention. Send back the templates and you will get a full refund, no stocking fee.
See, that's the difference between good and bad customer service. We have to have policys in place, but we must also be flexible to evaluate individual circumstances.
I got you covered, my friend. No worries.
Joel
April 6, 2007 10:29 AM
Joel,
Why in the world are you buying cheap, disposable furniture anyway?
April 28, 2007 11:15 PM
What an awful experience I had with American Furniture Warehouse, customer service made the issue worse. Now I am stuck with furniture I can't use.
May 22, 2007 10:00 AM
I sympathize with the American Furniture problem. My only suggestion to Joel is to use the words "principal" and "principle" correctly. I seriously doubt that there was a principal involved, unless, of course, one of these people happened to have changed careers.
June 9, 2007 11:18 PM
All That for $30, you have too much free time.
June 10, 2007 08:04 AM
Doug, thank you for watching my grammatical back. Your appearance has added tremendous value to this post.
Brad. Ditto. ;-)
July 12, 2007 12:19 PM
Hey Joel-
We too, have had issues with American Furniture Warehouse. We purchased a bed on June 13th, and were told it would be delivered between June 18th-June 30th (at the lastest). June 30th comes around and no response, so I call the store and they connect me with my sales person. He then informs me that it was shipped out on June 25th, and should be here any day and is probably sitting in the truck out back waiting to be unloaded. I am instructed to wait a few days and call back.
I call on the 5th of July and speak to a customer service person who now tells me that the order has been pushed back and won't be here until August 15th. Keep in mind, we ordered this on the 13th of June and will now have to go 2 months without a bed, when we were originally told 2 weeks. I ask what my options are, and am told I can select another bed, get a refund or wait. I let her know I will have to consult with my boyfriend.
My boyfriend then calls, a little irritated and asks if there is a way to take a percent or dollar amount off for the inconvenience or have it delivered. The lady replies, nope, nothing they can do. My boyfriend, works in customer service and informs her she isn't being very professional about this, that there has to be something we can do. He also, lets her know that he interacts with a ton of people and is not going to speak highly about his experience with American Furniture Warehouse. She tells him, that is against the law and he can't do that. Then the "customer service" lady, says there are ways for the order to get lost and that things can happen. He asks to speak to a manager and is informed, that she is as high as it goes.
Keep in mind, they never once called to let us know anything as to the status of the bed and offered no reason why it was delayed. My boyfriend, dumbfounded, says he will keep the order and is obviously very frustrated with the agent. She was extremely rude, unprofessional and threatened to have our order disappear. It gets better, we are checking our bank account and notice a credit of $585, which happens to be the amount of the bed. We call and are informed that they have cancelled our order and we are no longer welcome to do business there. Who cancels someone's order and doesn't even tell the customer, seriously, what kind of customer experience is that? American Furniture Warehosue needs to learn how to treat their customers.
October 29, 2007 03:20 PM
Joel, Important lesson learned - go directly to the top OR to the Sales Person (it hits their future commission when you DO NOT return) It also helps to be direct and vocal in a group setting if realistic expectations for service are not met. In the scheme of things - it is not the silly $30 charge, it becomes a serious principle and ethical issue in a business funtionality. Our hope is that it is utilized for coaching purposes in creating a better environment. I as well purchased an entire home full of furniture (thousands of $$$) after a flood destroyed my entire home of furniture. I worked with MIKE CULP - who is a ROCK STAR at American. I ran into several issues (2 very similiar to yours with respect to a stinky little delivery charge and once they brought the wrong product, eek), but each time MIKE came through with flying colors to resolve the situation on my behalf. I will return and refer people to him because #1 HE GETS IT (the customer service thing) #2 HE RESPECTS HIS CUSTOMER and their time. #3 American can learn from their ROCK STARS like Mike!!!
November 16, 2007 11:53 PM
ZERO STARS!!!!!
DON'T BUY ANYTHING FROM DININGROOMSUPERSTORE AKA JAYS FURNITURE BARN!!!!!
I ordered chairs in February 2007. I got the run around about them, order problems, manufacturing problems, cargo problems. I finally said forget it, just give me my money back in June. The said it would take 2 months. I fought and finally they said that they would refund me at once and said they did. I waited and checked my credit card and no refund. I called and they tried again. Then they said that the company that processes the credit cards was having trouble. Then they said they would send a check refund. Then they said they did send it complete with a check number. I never got it, surprize. Then they said I would get a check after labor day. It is now October and they still have not sent any check. It have been 9 months and I still don't have my money back. Then they said that they would again refund my credit card. As of November they have yet to do anything!! PLEASE DO NO BUY FROM DININGROOM SUPERSTORE!!!!!!
November 19, 2007 09:29 AM
I just did a search on AMF online because I wanted to hear reviews on what other people where saying about them. I just ordered a coffee table, two end tables, and a dining room set last week to be delivered this past saturday. We'll the coffee and end tables came and were fine. However, the dining room set I ordered came, but it was missing the hardware. There delivery guys said they would leave the table with the glass at my home and come back on monday when they got the hardware. I told them they were crazy to think they were going to leave a huge piece of glass just sitting on my floor all weekend with my 2 year old running around. They seemed very annoyed, but they did remove this unfinished dining set from my house. We rescheduled for Monday, today. My husband was very upset about the fact that we paid for something to be delivered at a certain time, and they didn't follow through. We called customer service and they were extremely rude, saying you can either wait until Monday, or come back and return this set. That just astomished me that they would not even try to make there customer happy. This lady didn't apologize for the inconvience it has caused us, she just said return it or deal with it. I will never again order from American Furniture Warehouse, as there customer service sucks.
January 24, 2008 02:11 PM
Yet another story of not just poor customer service but boarderline criminal. Long story but a order with www.diningroomsuperstore.com back in march of 2007 has neither produced a dining room table or a refund for the over $900 which they charged to my card the day of the transaction. Dispite numerous emails and phone calls there has been NO response. I will loudly and fequently tell anyone who will listen of the absolute horrible service of www.diningroomsuperstore.com. I will be filling complaints with better business! Steer clear of this outfit!
February 6, 2008 03:56 PM
We just encountered exact the same situation in American Furniture Warehouse. There're cracks developing on one bedroom set and we want to replace the set with diffrent selection. The sales person told us we have to pay for the delivery for the replacement purchase even though we still have a free back order delivery.
February 7, 2008 09:07 AM
Hi Joel,
Thank you very much for your posts. The customer service of American Furniture Warehouse finally agreed to waive the delivery charge for replacement order after we showed them your posts last night.
April 14, 2008 03:19 PM
Joel,
We live in Northern Colorado also and although I didn't expect to, had a great experience at the Longmont AFW recently.
Given the professional conclusion to your situation by AFW, I'd recommend showing a certain amount of grace on your own behalf and removing the last names of the folks who weren't able to help you. It is entirely possible that they just aren't granted the authority to do what you asked of them. Also, as you could imagine, they deal with many unhappy people every day and may have just ran out of patience or whatever it is that allows them to do that job. (I know I couldn't do it)
Anyway, when you win, it is good to win gracefully. If you're percieved as a bully because you have a large blog audience, you might lose some of us, and who'd click on your google ads then?
Best,
Charlie
April 14, 2008 03:37 PM
To Jenny, (and a few of the other overly self-rightous posters here)
You need to get over yourself a little bit here. Clearly you don't own a business and if you do, you're likely not very good.
IMPORTANT BUSINESS LESSON!!
Not all customers are created equal. Meaning, pain in the ass customers that waste a bunch of their customer service time and demand all sorts of concessions out of proportion with their purchases are not always worth having. Businesses want to identify and coddle good customers. (ie. those that spend a relatively significant sum of money on products or services that provide for a decent profit and have reasonable expectations about business.) You may be surprised to learn that many customers understand when a mistake is made and don't jump up and down and demand money or concessions. When a mistake happens with a customer like that, good businesses jump to make it right.
Remember, no business is required to do business with you. Generally in a free market, businesses have the right to choose which customers to do business with. (Provided they don't descriminate on race and other obvious exceptions) So, if you really want excellent customer service become an excellent customer.
No personal slight intended, but based on your posts as a business owner I wouldn't even tell you where my store is. I actively try to weed out customers like you so I have time for good customers. Nothing personal, just business....
June 2, 2008 08:39 PM
I applaud you and your persistence. I don't really applaud AFW for simply at last doing the obvious right thing.
We also just moved to this area and were in need of lots of furniture. We went to AFW a couple of times but the vibe in there is 'cheapy cheap cheap', which scared us off. Cheap stuff almost always means something bad, even beyond the cheapness of the item itself. Your experience just makes me feel better about not having spent any money there. (We wound up at Kacey Fine Furniture which, while it was butt-expensive, was otherwise pleasant and highly customer-intensive.)
September 12, 2008 03:05 PM
Thank God someone got some resolution from American Furniture Warehouse! As a new customer, I was referred there by my interior designer. When I went to preview furniture at the Douglas County Mega Store, I was literally "attacked" by sales people wearing red. Within 10 minutes, 11 sales people approached me. To the last sales person I kindly responded, "just looking," to which she rudely replied, "of course you are." She then walked over to a group of sales people, pointed at me, and they all started laughing. What had I done? At this point, I went to the restroom to splash some cold water on my face, but I couldn't even do that. Their public restroom was being used by employess as a beauty salon! Two employees were "coloring" hair, and the sinks were full of gunk. The smell was horrible, I couldn't breathe. I immediately left the store (along with 5 other customers), and vowed never to return. Is this what Jake Jabs pays his employees to do? I went home and wrote a letter to the Customer Service department, to which I have never received a reply. American Furniture Warehouse doesn't care if they lose customers, they obviously make enough money selling CHEAP (and I mean SHODDY) furniture, to let us good customers walk.
October 26, 2008 09:20 PM
Jake Jabs hates returns. His entire business model is based on limiting the number of returns to the store. Thus, there must ALWAYS be a delivery charge.
December 8, 2008 12:44 PM
Isn't is always the case of the squeaky wheel getting the grease?
Customer service and the power of the internet, especially blogging and 'tweeting' about a gripe is truly powerful stuff.
In fact, one of the cable TV giants has people hired just to monitor the web about customer complaints. There was an instance where a complaint spread like wildfire over the internet.
I have not yet used the internet to affect change, but to bring to attention some of my causes, especially for our blog-driven, charity-based site that we created to honor the men & women of our Armed Forces.
Our site has been up for nine weeks now and our Alexa rank is already around 1.21 million, mostly due to the power of us blogging on the site since it's not even yet optimized for keywords. No PPC campaign, either.
Best,
Your fatter, grayer, and squeakier 'twin'.
-K
http://www.for-the-troops.com/?page_id=136
May 21, 2009 12:43 AM
Great info Businesses want to identify and coddle good customers. (ie. those that spend a relatively significant sum of money on products or services that provide for a decent profit and have reasonable expectations about business.) You may be surprised to learn that many customers understand when a mistake is made and don't jump up and down and demand money or concessions. When a mistake happens with a customer like that, good businesses jump to make it right.
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