IR has been around for decades, and I've often stopped in this store over the years. I like most of their product line (although some of their recent inventory is not to my taste at all). So, I was thrilled to find a home-office suite there after looking at different options elsewhere for about six months. While I am happy with the quality of product (from the USA), I am less than enthused about the service offered to me before I finally got the whole set I thought I was buying -- and for more money than I had intended to pay.
My first visit (re: the home-office suite, not my first time ever in the store) had to be a quick one. I saw the product, fell in love with it, and had a great exchange with a sales rep, who told me the product was on sale for 25% off. I had to leave, but knew I'd be back to check it all out more closely. Which I did.
Next visit, new sales rep. I spent over two hours in the store arranging my order, largely due to my indecision and my desire to ensure I was getting the right thing for my needs. And knowing I was going to be putting down a whole lot of cash made me want to be doubly sure. My enthusiasm waned somewhat when I was told that the product line was not on sale (a fact that inspired my urgency to return to the store so quickly), but that the store discounted the line on average by 23%. Great, but I still felt like I had been misinformed, since I could have returned to the store at ANY time and still got the same price. Disingenuous, I thought.
My first choice of pieces didn't work out because, as the sales rep discovered at the counter as she was ringing up my order, one piece she had offered did not exist. Not: was not available. No; did not exist. And this piece, one of three that I was buying, affected the final choice of preferred office suite. So, back to the drawing board.
I modified my choices, which ended up costing me hundreds of dollars more, and arranged for delivery. Done. I had to breathe deeply while I handed over my credit card, but I was glad to have a beautiful set of quality furniture that would last me a lifetime. Was I wrong, then, to wonder why my desk was missing the back panel when it was all delivered? Oh, I was told, I didn't order that. No, I said, I am sure I ordered it. Why wouldn't I think that? It was never made clear to me that I HADN'T ordered it, that it was all part of the set.
UGH. Text messages and phone calls ensue. Confusion and apologies -- and totally inadequate customer service, essentially pushing the blame and onus on me to right the situation, either by settling for what I've received or paying more money for something that I thought I had already bought. The store isn't making me feel good about my purchase and I'm feeling quite ready to return it all -- which would not be advantageous since their return policy (something else that was never made clear to me) would cost me more than buying the missing piece.
End of story: I went into the store to resolve the situation, and ended up walking out $100 poorer to buy the piece to complete my desk. Most important part of the story: I will never shop there again and I would never encourage anyone else to shop there ever.
This sounds like a rant. Of course it is, but there's a bigger purpose to this, something that I encouraged the IR staff (poor Harald, who had to endure my raised voice, and disempowered Pia, and short-sighted owner, Allen) to understand. For the extra $100, I got the office suite I wanted (unfortunately, with an UNwanted distaste of this experience), and what IR got (this is to you, Allen) is a disgruntled customer who, again, will never promote your store ever again -- and all because you feel you "can't give stuff away." No, I guess you can't, but you sure can buy a lot of bad press for $100.
Done. read more
