Below is my letter to the CEO of Cymax Arash Fasihi. I have yet to receive a reply.
Dear Mr. Fasihi,
I just recently read an article about your business relationship with eBillme. It was the first line that got my attention:
"Perfection is the driving philosophy behind Cymax's online furniture business".
If that is true Mr. Fasihi and I would very much like to believe it is, then I know you will help me.
Last summer (June 2008, not even a year ago) I purchased a dark burgundy leather recliner from everyrecliner.com. The entire bottom seating apparatus has fallen apart. If you are facing the recliner and look at the seating area the entire right side is sunken behind the foot rest. The wooden frame is busted.
I spent my hard earned money on a product that has fallen apart not even a year after being purchased. So, I called everyrecliner.com and told them my problem and that I had also bought something they called "return protection". I learned that Return Protection only covers the product for the first 30 days. Isn't 30 days a general warranty for any product without purchasing any additional coverage?
They were very kind in the beginning and told me that the return protection would not help and that because it had been more than 30 days I had to go through the manufacturer Home Styles.
I spoke with Heather in the customer service department of Home Styles and told her all that had transpired and the problem with my recliner. She replied that that particular recliner had been discontinued and that she could offer me $80. After a moment to try and understand why this lady was offering me $80 I said "but I did not pay $80 I paid $535.00".
She then said "Well, the most I can offer is $90, that is my limit". "That is my limit", are we now in an auction situation for a chair that has broken in less than a year? I said "Heather, I did not pay $90, I paid $535.
She said that because it has been discontinued there was nothing else she could do. I thanked her and called everyrecliner.com back, told them what happened and asked them try and negotiate on my behalf. They told me they would have Shantal in returns and replacements call Home Styles and that they would be in touch. That was a week and a half ago. No one has ever heard OF or FROM a Shantal with Home Styles.
Mr. Fasihi, as you are all to aware, our economy is suffering greatly. Retailers are being hit hard, shops in my community are closing, our local mall is like a ghost town. Now more than ever it is important to make sure your products are made well and that you have a good customer service reputation, because now more than ever you need to stand out from the rest to survive.
I am sorry the recliner I chose was discontinued but that does not help the fact that I have a broken $535 recliner. I could have gone to my local retailer, I could have gone to any one of the many furniture sites. I buy most of my furniture from. But I trusted you, your staff and your products.
All I wanted was a replacement chair. I did not ask for a refund, I was not rude or impolite to your people and yet they brushed me off and insulted me with an auction like bartering for a fraction of what I paid. Mr Fasihi, that is not the way I do business.
Christina
peoria, Arizona
U.S.A.
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