My husband loves this store so once in a while we stop and splurge on over-priced but nicely appointed furniture. The sales staff are helpful and attentive. Our recent experience was similar, Michele, was attentive as we decided on leather stools, considered bedroom sets, lamps and ultimately purchased a sleeper sofa from the clearance room along with the stools. It was January so the sale for $100 off each $1000 was going. Our 3 items totaled $2817 so my husband went with Michele to the counter to add another stool to reach $3000 and get $300 off.
Apparently, Michele and my husband communicated poorly and so we left having purchased just the 3 items and getting $200 off. [This was not clear until our delivery arrived this morning]. My husband was confused and expected 4 stools to arrive at today's delivery. I called Circle and spoke to Michele. She didn't remember our name/transaction--ok, it was 4-5 weeks ago (though we did spend 2 hrs in the store and exchanged emails subsequently). I asked about the additional stools. She reviewed her computer records as I reviewed my receipt. She reviewed line by line, admitted she had been confused by the computer system and so she thinks she under-charged us. [This was not my question, nor was it factual--we paid $2617 plus taxes and delivery which is exactly $200 off the original price].
While I tried to ascertain what had happened with the additional stools [my reason for calling], she pursued her accounting review. She indicated (a few times) that while the invoice and experience were hard for her to recollect that I got "a deal" because of her error. Also, not true. In fact, her error resulted in us getting fewer stools than we expected as well as less discount because we didn't reach the $3000 threshold. Now all of this would have been fine if she had listened and heard what I was saying. However, she was short and unapologetic, definitely in post-sale mode. Customer service was lacking. It completely turned me off. Her attempt to say "hope you enjoy the pieces" went no where as we hung up.
THEN, to top it off, this phone conversation happened while the delivery people unloaded our sleeper sofa. The sofa was dirty and looked like it had not been protected in any way during transit. The legs are scuffed and one is even visibly chipped. Luckily, I have a photo of the sofa on purchase day to confirm that it was not that way from being on display. The sleeper sofa was on "clearance" but also NOT inexpensive. I have an email into the Circle Furniture Service department to see what they can do? Overall, a lackluster experience making me wary of a return--which sucks as my husband really wants the 3rd stool! AND it's robbed us of the fun of receiving new furniture =\
Come on Circle Furniture, get it together, complete the cycle of good service. It shouldn't end after the purchase is made. :( read more
