One June 27th, my husband and I were very happy to purchase a table
and 4 chairs
from Urban Home in Valencia. Before we could pay for our new table and
chairs, we were required to to sign multiple contracts agreeing to
their return policy
and restocking fees (20%!!!). This should have alerted us. At the end
of our table and chair ordeal (detailed below), I promised the Urban Home
sales girl, Natalie, that I would never tire of telling people how awful
the Urban Home customer service is. I always fulfill my promises! Here
is the email I sent to Urban Home. Their response will be posted below.
After signing the return policy, we took the table and 3 chairs home and were to return for the 4th chair. 2 chairs were easy to put together but the third chair did not have all the parts in the box it came in. We returned the chair with the missing parts and exchanged it for another one in a box in addition to the 4th chair we purchased. Not once did any employee ever apologize for our inconvenience after we received a chair missing parts. We took the replacement chair and the 4th chair home only to find that the replacement chair also did not come with the right parts in the box. To sum up, 2 of the four chairs we purchased from your store were incomplete and could not be assembled. We went back to the store (again) to exchange the second chair with missing parts. Upon entering the store, there were no employees in the front. I waited ten minutes at the counter until an employee (Natalie) came and at that point, she just mumbled a hello and said she could do nothing to help me because her manager was not there. I explained that we received TWO faulty chairs and had been back and forth to the store twice already. There was a display version of the chair and I asked to take that one instead of one missing parts. The stock room employee came out and said we could take the display chair and that he would unload the boxed chair from our truck. I asked the mumbly employee if she would discount the display model chair for our troubles and she said "NO!" Not only did she not offer me any discount for my troubles, 2 incomplete chair kits, or having to make multiple trips, she was just plain rude. She did not even offer an apology. The only helpful employees were the 2 gentlemen who worked in the loading area.
Your customer service is backwards. Instead of focusing on getting your customers to agree to return fees and rules, why not treat your customers with respect?! We give you our money, we would like good service and good products. I was treated rudely and inconvenienced. Had your employees happily offered an apology or a discount, it would've made a world of difference.
This is the exact response I received 11 days ago and nothing further:
I will look into this right away –
I apologize sincerely.
3301 Sturgis Rd.
Oxnard, CA 93030
I think Jan must still be looking into this, whatever that means. This is what she SHOULD have said:
I am so sorry for your inconvenience. I will personally retrain Natalie and the remaining invisible sales staff at our Valencia location. We care about our customers and want you to be happy with your purchase. Please enjoy this coupon for accessories to go with your new dining set. Or if you'd prefer a coupon to Crate & Barrel, I will be happy to get that for you. Additionally, here is a coupon to Starbucks. I totally get that we should give you a 20% restocking fee for having to shlep all the way to our store multiple times. Please forgive us.
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