At the beginning of the year we bought a kitchen table set for our very first home from Tepperman's. We were very excited because we had been looking for months and couldn't find one we both agreed upon! It was on back order so we had to wait. Once they got it into the warehouse they called and said we could arrange for delivery. Since we do not live in London, they could only deliver on certain days, during regular business hours. Since my fianc and I both work, that meant one of us had to take a day off of work. I decided to do that, and figured it was worth it, we finally had the table we wanted.
A couple months later, one of the chair legs split. I called customer service and was told a technician would have to come out to look at the problem. A little while later, they called back and said we could go to the warehouse in London ourselves and pick up a new chair leg or they had found a technician to come out on a Saturday. We were thrilled. We started telling everyone we knew about the wonderful customer service we had received from Teppermans.
In May we notice that our table top had started to bubble in a number of places. Again I called customer service and once they realized we lived out of town, they asked us to take pictures and email them in. Once they received the emails, they agreed that the table should be replaced. Again we were so happy with the service we had received. However one of us would have to take another day off of work to be there when they delivered the table and set it up. This time my fiance agreed to be there.
The delivery guys showed up, took our table outside, set the other one up and then realized that it was missing parts in the table leaf. I was quite upset about this when I found out as we seemed to have nothing but trouble with this set since we got the set. When I called customer service and asked if there were other customers with problems with this table set, I was told no. I then asked about the quality checks that are done before products are sent to people's homes. I was told that they do not check the tables before they are sent to the customers. Customer service then gave me two choices, either go to the store and pick out a new set or have the table replaced...again.
We went to the store, but could not find any table sets we liked, but did notice a number of the same table and chair sets in the clearance section. So I called Customer Service again, and asked them to replace the table, and to replace all of the chairs as well, I wanted this entire set gone. I was told that couldn't be done. I explained everything we had gone through with the chair leg and the two tables, having to take time off of work twice, and was told that unless something was wrong with the chairs they would not be replaced. I explained that I believed I had received a bad set and wanted a new one, I asked to speak with a manager, but was told the manager was in meetings. I then left my work phone number and asked to have the manager call the next day (Friday). I did not receive a call.
I called again on Monday and spoke to someone, explained my situation and was told the same thing. I asked to speak to a manager again and was told she was on the phone. Since I didn't receive a call back from the manager before, I said I would wait. Quite quickly the manager became available. I explained my situation and was told the same thing. They could not replace the chairs. I then asked if she knew when new sets would be available in the store. I was told that there was no way to know. I did not find this helpful at all.
I went on to explain that I was going to be married and my fiance and I had just finished our basement. We had been to Tepperman's and seen some furniture for the basement we liked, and as well, we were planning on buying our bedroom suite furniture there after our wedding. I told her that if they could not fix this problem to our satisfaction, we would not be furnishing the rest of our house from Tepperman's like we had planned. She told me that she was sorry I felt that way and told me there was nothing she could do.
I asked to speak to HER manager and, surprise, was told that she was unavailable. I then got quite frustrated and said that I would call them back when I was able to arrange ANOTHER day off of work to be available for delivery.
What upset me the most was the fact that they were quite unwilling to help or get the next level of management involved at my request. They also didn't seem to care at all that I now have no intentions of shopping at Tepperman's again. I believe I have a bad set of furniture and want it all gone and replaced so I can start again. I thought customer service was all about keeping the customers you have, and building a reputation through those customers.
I tried to figure out how to contact the owners myself, but so far, haven't been able to figure out how to.
For a company that builds its advertising from their family to mine, they don't really seem to care!