Havertys

Subject: Re: Your Feedback
Date: 7/2/2010 12:54:34 P.M. Eastern Daylight Time
From: Rkoenigsc@aol.com
Reply To:
To: MEllison@havertys.com

Matthew,

Thank you for your reply. A clarification: my loading dock experience was one of the most positive in our purchase. Your loading dock staff was both prompt and helpful in getting our furniture.

Sincerely,
Ray Koenig

In a message dated 7/2/2010 12:30:58 P.M. Eastern Daylight Time, MEllison@havertys.com writes:
Mr. Koenig, Just wanted to take some time to Thank You for your business at Havertys. I have reviewed your feedback and will use it as a training tool with our sales staff. I have also removed your from our advertising database. Typically we do not offer customer pick up as an option as we do not have the staffing in our store to assist. (NOTE: Both the flyer that we were handed at checkout AND the email that we received from Haverty's on the day of our purchase are CLEAR that CUSTOMER PICK UP IS AN OPTION.) I'm glad we could accommodate your request for customer pick up in this instance. As far as the back of the tall chest - it most likely did come off in transit. You seem to have fixed the issue, but please let us know if you would like a technician to take a look at it. To reach our store locally, you can dial the number on the business card and press option "4" for the Bluffton store. If you press "0" for the operator sometimes you do end up with customer service in either Atlanta or Dallas. We do appreciate your business and I apologize our interaction with you went further than business. Thanks.

Matthew Ellison
Assistant Manager
Havertys - Hilton Head
2 Buckingham Plantation DriveBluffton, SC 29910
843-837-5500


Subject: Re: Havertys Requests Your Assistance
Date: 7/2/2010 8:57:31 A.M. Eastern Daylight Time
From: Rkoenigsc@aol.com
Reply To:
To: clientservices@havertys.com

I'm not interested in being part of your advertising, but, I do have a few things to say about our recent purchase:

1. Salespersons:
A. I'm there to buy furniture. You asked me: "Do you live here? ... Where? ... Where did you come from?..." I'm not interested in small talk, or in new BFFs. I'm here to buy furniture.
B. You neglected to tell me that I could pick my furniture up (in lieu of delivery). That's IMPORTANT information to me. I have a pickup truck, which I drove to your store.

2. Responding to customers' calls:
I called the number on the card that you gave me. I got somebody in Texas who assured me that they would have someone get back to me right away. After 4+ hours I faxed the number on the card. The store manager called me and said that he had just been contacted by the person in Texas. ?????

3. The furniture
A. All the furniture was boxed. Good. The back of the tall dresser was half off. Was it that way when in what boxed in China? or did it come off in transit? In any event, I fixed it.
B. We like the furniture.

Ray Koenig
58 Redtail Drive
Bluffton, SC 29909
843 705-6049

In a message dated 7/2/2010 4:46:20 A.M. Eastern Daylight Time, clientservices@mail1.service.havertys.com writes:clientservices@havertys.com