Sent to the complaints email as shown on the Everyday Living website,their privacy officer Ben at info@sleepcity.com.au, but it got bounced back to me as undeliverable. Presumably they haven't realised/cared that it's out of date. Anyway, this is the letter I wrote. Sorry for the length... Hi Ben On the 13th of October my wife and I purchased the Catalina style 3-seater sofa, 2 chairs and ottoman from your Dandenong branch, sales order S111064. The salesgirl, Ellie, told us that whilst the sofa and ottoman were in stock and would be delivered when we wanted them (the 7th of November) the two chairs were out of stock and were still in transit. She explained that there was a chance the chairs might arrive in time and we should call the store closer to the 7th November to find out. If they didn't arrive in time then they would be in shortly after and would be delivered shortly after. The second delivery, she said, would of course be free of charge. Called the store back today to verify delivery and check the status of the chairs and spoke to a woman whose name I didn't get. Gave her the order number and after she'd double checked it the phone was obviously muffled for several minutes. Through the rustling of whatever clothing it was pushed against I could hear her explaining to someone that she didn't 'know where it was' in a confused tone of voice. Really, Ben, it would be a lot less embarassing for everyone if you taught your staff how to use the 'mute' button, but perhaps that can come after they've finished their training on whatever chalk and slate ordering system you use. You see, your confused saleswoman explained to me that, come Saturday the 7th of Novemeber, we would be taking proud delivery of an ottoman and... well, just an ottoman actually; the sofa and chairs would be delivered later because they were out of stock. Now I have to be honest, this didn't much impress me as the 7th November is quite an important day for us because that's when we move into our new house. Being a new house we also decided to renew several pieces of furniture including a bed, dinner table set and, drumroll please, a three piece suite. Oh, and an ottoman. Luckily we only ordered the suite from you and everyone else will be delivering on time, as they said they would. Presumably they understand their ordering and delivery system, which helps, I'm sure, in them avoiding receiving snippy emails like this. When I pushed the saleswoman for an explanation there was, of course, none to be given. When I asked to speak to her manager she said there wasn't a manager, which explains a few things, but that she had a 2IC. Now 2IC is shorthand for 'second in command' which begs the question that if there's a second in command surely there must be a first in command and that this person would be a manager. Such logic baffled the saleswoman so I asked to speak to the 2IC. Sadly he was with a customer (let's hope they didn't buy anything, eh?) but he would call me back soon. I left my number and waited. I waited 15 minutes before deciding to return my own call as noone else seemed as if they were intending to. I spoke to a salesman this time who introduced himself as Darryl, I think. I asked if he was the 2IC and after I explained the meaning of the term (not really singing from the same hymn sheet in the Dandenong branch, it seems) he said that the person I needed to speak to was now having lunch. Charming. Darryl and I had a nice chat and he agreed to fetch the 2IC whose name, it turned out, was Alan. Interestingly, the fact Alan was on lunch (and would confirm when we finished talking that he'd actually finished his lunch before coming to speak to me) does mean the original salewoman, who said he was with a customer, flat out lied to me which, as a strategy for dealing with angry and disappointed customers does seem to be leave a bit to be desired. Alan came to the phone and, it must be said, was something of a redeeming character in this whole sorry episode. He was refreshingly honest, explaining not only that he had no idea why a sofa that was in stock and reserved had subsequently been unreserved and sold, but that we were now also 7th in the queue for the fresh stock. He also explained that Ellie's original estimate of us receiving anything off the shipment 'shortly after' the 7th of November was optimistic to say the least as the ship's not due to dock until the 12th and takes a good week to clear customs. it then has to be delivered, de-stuffed, sorted, picked, loaded and delivered. Alan thought we might see it by the end of the month. Having worked in supply chain and logistics for several years, I agree with him. Alan offered to deliver another sofa for us to use in the interim but, to be honest, whilst it was a nice gesture I have absolutely no faith in your ability to deliver it at such short notice. Personally I'd like to cancel the whole order and go buy it from someone with some vague concept of how important phrases such as 'customer satisfaction' and 'positive word of mouth' are in a recession and, as such, might be as good as their word. You know, like the people we bought our bed from. However perhaps all sofa-dealers are similarly rubbish and we should stick with Alan who seems both earnest and competent, though those very qualities may see him dismissed from the Dandenong branch of Everyday Living because they do seem to jar somewhat with the rest of the staff there. Now whilst the style of this email may be smug and condescending and, perhaps, even rude, I should point out that it's a drastic improvement over the bile I wanted to send to you. I can't express how furious we are with Everyday Living. This was a simple transaction screwed up by staff who very obviously play around with reserved stock, ruining future deliveries for immediate sales. Your staff think pressing the phone to their clothes for three minutes is a perfectly acceptable to response to an aggrieved customer, as is lying to him. Staff training seems to be as valuable to you as customer satisfaction. Anyway, I doubt you'll be inclined to either read this letter or address our disappointment (you're keeping the sale, so why bother trying to redeem yourself?), but I assure you that we will discourage everyone we know from buying so much as a bookend from you mob.You're a bloody shambles. Have a nice day; you've ruined ours.
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Dear Sir/Madam, On July 5th, 2009 I ordered Broken Hill Dining Table and I paid AUD 143.00 as deposit (Tax Invoice 32454) at Everyday Living Castle Hill (Cnr Showground Rd & Victoria Ave). After five weeks they told me that that dining table is discontinued and they cannot delivered it. Today August 15th I wanted to take the deposit back. Karan (the lady from shop) told me that she cannot refund because the EFTPOS machine is locked and the manager is not there. I am working and I cannot come in the weekdays to take the money. How the EFTPOS machine is working to take the money from customer but is not working to refund. They kept my money for 6 weeks and I asked for a refund (due to their fault) they didn’t. My request is to refund the money plus the bank interest starting from July 5th till the money will be refunded. For me is not important the money from interest but what bothered me the most was the way they are treating the customers (taking the money but they are not carrying about the customers). Regards, Alexandru Let
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