I am a local resident of Grand Rapids and always try to purchase locally first and foremost to support our community and small businesses. Yesterday, I called the store and inquired about a specific color, make and model of a couch that has been discontinued. This has been a couch I have been searching for months. A female answered the phone and was very helpful. She stated that they did in fact have the exact couch I was looking for, but that it was a returned piece due to a manufacturer's flaw and was simply stowed in their warehouse. She stated that the warehouse was closed but to come in tomorrow to see it. She also stated that she would inform "Kathy" of my inquiry and that Kathy would contact me first thing the next day and further assist me regarding the price and seeing the couch in person. The next morning, I called the store and received an answering service, so I drove there. 15 minutes later, I walked into the store and was greeted by a nice young female employee who was eager to help. I asked for Kathy at that time. Kathy was standing behind the counter holding a coffee cup and chatting with a friend. When I explained who I was, she acted as though she didn't know anything. After further explanation, she walked to her desk and said, "oh that must be what this note is about?". I was surprised that she hadn't called me yet, nor did she apologize for the delay and/or mix-up. I opted to discard this flaw since we are all human. Kathy stated that she would look into pricing on the couch and call me shortly. Moments later, Kathy sent me to the warehouse to look at the couch. I drove to Stonethrow's warehouse where I was greeted by yet another nice and eager employee who had the couch uncovered and put together for my viewing. He and I looked over the couch thoroughly and found many flaws with the leather, stitching and sun fading. The warehouse employee agreed that the couch was far from perfect. I told the man that I would be interested (only because THIS WAS THE COUCH I WANTED), if the price was right! I also told him that I found a company in Denver, Colorado that quoted me the exact same couch but a slightly darker shade in color (w/ 3000 grade leather) with ottoman and BRAND NEW for 3k out the door with free delivery. Mind you, this warehouse couch didn't have an ottoman included (value 600-800). The employee said he would speak to Kathy about the couch's flaws and damages and that for the right price, I would consider the flawed couch. I left the warehouse at 10:45 a.m. At 4:32 p.m. Kathy still had not yet contacted me regarding the pricing of this couch, so I decided to call and inquire. When Kathy answered the phone, she AGAIN didn't apologize for not contacting me, and stated that she would be "willing to let the couch go for $2,700.00. Regardless of her poor phone manners, I was polite and explained that retail for JUST the couch is pennies from the price point she offered. I again reminded her of the flaws, the age and even the two different leather color shades the couch possessed. She said, "uh uh..... ya, again the cost is what it is [sarcastic laugh under her breath]". I then divulged the company name that was going to sell me a new set with an ottoman for less from Colorado. Kathy then said nothing. It was dead air. To fill the air, I invited her to contact the company and provided their website address. Kathy then said, "ok", as if she really didn't care. With dismay, I said, "well I guess call me if you change your mind". Again, I received a sarcastic "ok" response.
I am writing this review not because I am bored. Nor am I an angry person in general who likes to complain. I am writing this review because I think local businesses who have local shoppers ALSO need to think LOCAL. After all, it is small to mid-size companies that are employing our state. What Kathy at Stonethrow doesn't know is that I have friends who make furniture/design furniture that is sold at their store. I know the mark-up prices. Kathy also doesn't know what information I have collected while shopping this couch. What Kathy taught me today is that Kathy is only in this business for a good time, NOT a long time. She also has steered me away from her store, which will include me recommending friends and family. Kathy may have a few good clients that keep her comfortable right now, but long-term... she has no idea who I am, who I know and how cancerous a negative perception can impact a small business.
My intentions are NOT to bad mouth this company. My intentions are remind people that how you act, treat and respond to people in general impacts YOUR NAME... not just the business you work for or with. Kathy, you behaved like someone who didn't care about me as a person, a customer and even worse a referral for your business. I suspect, had I parked my 2012 80k foreign luxury SUV in front of your store, you would have given me much more respect. No Class. read more