Want to botch your customer relations? Let Furniture Row show you how!
I don’t often choose to single out companies for bad behavior around here, but when I do, they’ve usually managed to screw up to a point where there’s no hope of redemption. Congratulations, Furniture Row (also known as Sofa Mart, Oak Express, Bedroom Expressions, BestMattress-Brand (BMB), Denver Mattress Co., and Big Sur Waterbeds), you’re on The List.
A few weeks ago, I stopped in their store in Draper (across the street from Ikea) on my drive home to pick up a waterbed fill kit. This is kind of a hard to find item as waterbeds are about as popular as disco balls these days. (But ask anyone who slept on ours and they’ll tell you how awesome it is.) Finding one locally was a score, or so I thought.
The kit itself was about $17, not a hugely extravagant purchase, but a bit inflated by the chemicals included to treat the bed and keep it in tip-top shape. I pulled out my Mastercard to pay and they asked to say ID. As part of my long-standing policy of enforcing my cardholder rights per the merchant agreement, I declined. Of course, they dug in and said they couldn’t accept it. While they attempted to reach the manager, I tried calling both Mastercard and my issuing bank, but being 4:30PM, everyone who could do anything was gone. I left without getting the kit having spent 45 minutes just trying to get them to take my card.
When I got home, I immediately filed a complaint with Mastercard and with Furniture Row. Neither of them sent a response. Well, until today. In the mail, Furniture Row was kind enough to send an ad for their Veterans Day sale. That’s right: instead of responding to my complaint that they were in direct violation of the Mastercard merchant agreement (repeated violations of which can result in a suspension of your merchant account), they instead took my complaint information and added it to their marketing database. What the crap is that?!
Needless to say, I will never patronize a Furniture Row business again, and I would encourage all of you to avoid it as well. Disregarding the merchant agreement, ignoring my complaint, and having the gall to try selling me stuff based on it? Three strikes, you’re out.