The supervisor, Jonathan, is a nightmare. Hwhy I feel this way:…read moreOn Thursday, November 19th, we bought a 5-piece dining set from American Freight. We were in love with it! Until we got home and, before we got the table top out of the box, an edge was fractured in multiple places. We called this morning, Friday, November 20th, and DJ told us to bring the table back for an exchange. Cool, right? We thought so too! We returned home with our brand new table, put it together and began setting up the chairs. At this time, we discovered we didn't have screws or tools to attach the legs or the cushions to the backs of the chairs. Called again and DJ told us to come back. Here's where it gets interesting.
This time, Jonathan, who was sitting outside in a vehicle - came inside the store and asked us what went on. We told him we didn't have screws to attach the chair legs and cushions. He asked us, repeatedly, if we were sure; if we took everything out of the box - which we'd returned the table in earlier this afternoon; if we'd dropped them some place. Again, we explained we'd looked everywhere and they weren't included. Frustrated, we asked why he insisted on making it seem as if we had probable cause to lie, especially about some $17 screws as a part of a $400 table set.
He then walked us back to the inventory wall where he unpackaged the other table, just like ours, pulled out the screw set and said, "Is this the set you have?" With screw set in hand, he continued, "this is how the set comes."
*blank stare* At this point, we'd driven the 20 minutes from our home to this store twice, and this supervisor is implying that we're lying about not having screws to put together the rest of a dining room set. To add insult to injury, he asks us to go BACK HOME and get the table, chairs and packaging, to ensure we didn't miss anything.
I have never been so insulted in my life over something so minuscule. To imply or insinuate that a customer, who's patiently trying to reason, is lying about something they've already paid for is one of the most disrespectful, asinine and condescending things you can do to a patron or person.
We opted to return the merchandise. No matter how fantastic the merchandise may be or how cost efficient, that will never make up for the lack of customer service and severely dampened customer experience we received today. Because of that, I will never return to that store.
