Even those with seemingly good intentions can be guilty of making an error in judgement, as I believe is the case with Keubler's furniture. I went to the store with the sole purpose of purchasing a chair. I did not go to Keubler's because they were having a sale, that was something I stumbled into. I selected a chair but as it was nearing the end of day on Saturday and I needed to leave for an appointment so explained to the saleswoman that I would be back the following day to complete the purchase. When I returned to pay for the chair, the following day, I was met with the statement that the chair (two, both in stock) had sold. I was stunned, in shock, and felt angry at the betrayal. It was unbeknownst to me I had arrived in the middle of a bargain basement selling frenzy of buyers rapidly buying up merchandise that had been severely reduced in price. In fact, I wondered how a 50 percent off price could still yield a profit, or if the merchandise was defective in some way. I had no idea there was such a huge mark-up on furniture. As a known customer, my word that I would be back in the store to purchase the chair in less than 24 hours was ignored and the chair was sold out from under me. Do you suppose that would not be a rude awakening. In my opinion, as a known customer, this was completely wrong. I should have been respected and had the option to purchase the chair as I said I would. Instead the total disregard felt like a slap in the face. It seems customer service and customer relations do not apply when there is a sale. Management's only defense was their unwritten rules for a sale, and disappointed customers were just a casualty they expected in a ruthless sales environment, it happened to others I was told, as if that should justify what took place. The chair no longer the issue, instead it was about how the store treated me as a customer and how I feel wronged as a result. Needless to say, I can buy a chair elsewhere. UPDATE: I learned something from my experience at Kuebler's, not just about how they treat a customer, but about their pricing. They had a huge sale that attracted a big response, everyone was frantic to buy at the alleged greatly reduced prices. After the debacle at Kuebler's, I had the good fortune to purchase a Lay-Z-Boy recliner for little more than the 'half off sale price' on the Keubler chair. And that was the chair that I was told was not of high quality and therefore wouldn't last very long. I had excellent help at the furniture store I went to and their delivery charge was half of what Keubler charges. So I question the legitimacy of the half off sale, because the original prices seem overly inflated.
Most people review a business shortly after they make a purchase. Well, this one is to talk about what happened nearly a year later. My wife and I had purchased a $1200 dining set and were surprised to find after only ten months that there were some flaws in the workmanship. Of course, we contacted the folks at Kuebler's to find out how they wanted to resolve this for us.
First, they sent out one of their staff to inspect the table and to confirm the problem we were having. They then made arrangements to get a replacement for us. Unfortunately, due to some internal staffing problems they didn't follow-up as promptly as we would have liked.
However, when we finally came into the store to talk about our situation, they were more than helpful. They offered us several options, including giving us a complete refund. In the end, they replaced the dining set with a new one (which actually was a slightly better value).
Hopefully, you will never have a problem with anything you purchase from Kuebler's, but, if you do, based on our experience, you can be confident that they will do what it takes to make it right.
