Below is a listing of correspondence we have had with Gardner White concerning a warranty issue with furniture we purchased from the Warren store.
To be told that the manufacturer went out of business and Gardner White would not honor the warranty is not acceptable. We didn't buy the product from the manufacturer we bought it based on Gardner White's reputation.
To be told there is nothing that can be done by Gardner White is a response showing us that they could care less about customer service. The mechanism is not working correctly in one of the recliners, to not even offer to have a service man come out to look at it is truly poor customer service. This is like a car repairman saying throw away the car because a tired is flat. If after your technician determined there wasn't any way to repair it because it required parts that aren't available and then for someone at Gardner White to offer a good faith 200-250 rebate toward to purchase of another product with Gardener White would be acceptable to us.
For us to be told there is NOTHING that can be done is unacceptable. That is telling us you don't want us back as customer. Well it isn't going to just be us that doesn't come back if this isn't resolved. We will make sure everyone we come into contact with knows what went on. Our money may not be a lot of bother to lose, but, we both come into contact with hundreds of people during the week and we will work it into our conversation. What makes this matter so un settling for us, is that the tags stating the warranty for this furniture no only was put in the "package of papers" given to us at purchase, but are also attached to the back of the furniture. The tags are still there.
Below is the correspondence, I won't even go into the number of phone calls we have made.
Fw: Gardner-White.com Contact MessageSaturday, March 29, 2014 7:49 AM Mark as Unread Flag this messageFrom: "Russell B" >Full Headers Printable ViewOn Tuesday, March 11, 2014 10:53 PM, Jeff Ballard <
[email protected]> wrote:
Dear Ms. B, - just to point out it is MR.
I apologize for the way this was handled. I will bring this to the managers attention. Gardner White does stand behind there warranty for 1 year for labor and parts. Any extended manufactures warranty is up to the manufacture to honor. In this case i apologize but they are out of business.
Sincerely,
Jeff Ballard
On Tue, Mar 11, 2014 at 10:26 PM, Russ B wrote:
Dear Mr. Ballard. Do you mean to tell me that you (Gardner-White) do not stand behind your vendors? If this is true it wouldn't matter what brand of furniture someone purchased from you or what type of warrantee they obtained when they purchased it. We spent $2,000 for this furniture with Gardner-White and when the salespeople (Willie Williams and Kenneth Gross) sold us on this furniture it was based on it having a good reputation and a good warranty. We have decorated our family room based on this furniture. It seems like Gardner-White should offer some sort of compensation toward a new unit if we come back to one of your stores to purchase a replacement. It will not be the Warren (Groesbeck) store as we have been treated very badly there by telephone. They sure weren't that way on our first telephone call or when we brought in $2,000 in cash to pay off this furniture. Shawn Glover or Clover (sales manager) is the gentleman I spoke with tonight and he told me it was my problem not Gardener-White's. If I told a customer at my job that type of response, I would be disciplined and a manager would address the issue .Sincerely,Russell B St Clair Shores, MI 48082
On Tuesday, March 11, 2014 9:49 PM, Jeff Ballard <
[email protected]> wrote:
Dear Ms. Russell B,
I would like to apologize in advance. This manufacture went out of business a few years back. Gardner White is unable to honor any of there warranties and we are unable to get parts form their suppliers. If you have any names of the people you spoke to I would be happen to address the issue of you not receiving a call back. Once again I apologize for any inconvenience this may cause.
Sincerely,
Jeff BallardCorporate Service Manager
On Tue, Mar 11, 2014 at 8:09 PM, <russb> wrote:
The following message was submitted from the Gardner-White.com 'Contact Us' page:
---------------------
Name: Russell B
Phone:
Message:
In September, 2004 we purchased a Douglas Furniture sectional from your Warren store. Based on the warranty which was attached to the furniture and is still attached, we called the store a few weeks ago because one of the recliners has broken. The warranty says that all mechanisms and wooden frames are covered for the lifetime as long as we are the original owners. We were told that someone would be in touch with us to send a repairman out. Today we call back and were told that they could not find any record of our call, any record of our purchase and that we should call Douglas Furniture directly. To say that your personnel at the store have been less than helpful today is putting it mildly. I would like to speak to someone concerning this matter. Please call me at the number listed above. I will be happy to provide copies of all the documents to prove we are the original owners if that is needed.
----------
