Customer Service is officially dead a...

Customer Service is officially dead at Belpre Furniture

Posted in the Little Hocking Forum

Glenn Reis

Pelzer, SC

#1 Feb 5, 2013
I was visiting my 82 year old mother-in-law in Marietta recently who was recovering from a tough illness. When we finally got her home from the hospital she told me the following story;
She and her son went to Belpre Furniture one afternoon to purchase a new reclining chair for her family room. She purchased a new oversized chair for about $750.00 which is no small price for someone on a fixed income. When the chair was delivered it was clear that something was wrong. When she tried to reach the handle to recline the chair, two things were obvious. First, she could not easily reach the handle that reclines the chair. Second, she was not strong enough to pull the lever.
She called Belpre Furniture back after two days and asked to speak with the manager which she was not allowed to do. So she ended up speaking with a salesperson who stated in no uncertain terms that they would not consider return of the chair. My mother stated that she needed to buy two more chairs, but again was told the original purchase was final.

After hearing this story, I decided to call and try to speak with the owner. Surprisingly he took my call. After explaining the situation, the gentlemen (Son of the original owner) was very direct, factual and totally unsympathetic to our circumstances. He sited state law, company policy and defensively stated that “we don’t force anyone to buy our products, it’s totally the customer’s decision”, as reasons he could not accept back the furniture. He offered no options. He did say that there were businesses that specialize in cleaning just purchased furniture for resale and curtly stated “we don’t do that”. He didn’t even offer up any names of companies in the area that would perform this service, even after I asked.

The moral to this story is unfortunate. In this case, a second generation owner does not have ounce of customer service blood in his body. I wonder how his Dad would have handled this? Makes you want to go humm.

Glenn Reis

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