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Businiess name:
Brown Squirrel Furniture
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Review by:
Guest
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Review content:
Update 05/09/12:-
Two days after this review was posted, and despite not identifying myself specifically on this review, I had a personal telephone call from the president of Brown Squirrel. He could not have apologized enough and assured me that my experience was not typical. He is clearly a man with integrity and not out to rip anybody off (as I had previously thought).
He sounded genuinely concerned and nearly as frustrated as I was.
During our discussion, he refunded the cost of the mattress protector outright and has since had his staff call us twice / three times and offer copies of the mattress protection warranty and make arrangements for the couch repair / replacement. Essentially the additional protectors are a phased delivery over the lifetime of the mattress, information that was not clearly provided at point of sale.
His staff has also since visited my home, been very courteous in the process, inspected the failed couch and without any quibbling, stated that they are going to replace it with a brand new couch; the furniture is built to order so I understand.
That is the customer service I was expecting.
In addition, the simple fact that he, the company president had the decency to call me personally, after hours, listen to my frustrations and took care of this situation immediately, spoke volumes. I wasn't looking for any form of compensation, or refund, I just wanted what I had paid for and he has more than taken care of that.
Although I will be happy once the couch is eventually replaced and will “most likely” return to the store, I cannot excuse their salesman / manager for hanging up the phone and talking to me as he did. He was obviously miss-informed and for someone in his face-to-face position,. - his conduct was inexcusable.
So, as to be good to my word - to write a fair review, Brown Squirrel now get overall 4/5 stars, thanks solely to their store presidents efforts. The salesman hopefully gets a new attitude.
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