Kris
Gainesville,#2Consumer Comment
Sat, May 24, 2003
FYI- I have used FLS several times only because they were the only store I could find that carried a particular item. However, I regularly deal with BOYLES FURNITURE and I have NEVER had a problem. BOYLES is located in High Point, NC also. They have a showroom across the road from FLS. This show room carries their high end products. However, there are several other showrooms in NC and Boyles carries many of the same manufacturers that FLS does. I agree that FLS has poor customer service, as I had a slight problem with a hutch I had delivered years ago and they did the "take back, repair and return" thing. BOYLES is completely different, with "red carpet and white glove service". They will usually correct a problem in a way that you are comfortable with, assuming your request is reasonable. I have returned cushions, had them double check finishes on Baker chairs, and they have repaired high end furniture from Henredon that left Henredon's factory with slight defects. They allowed me to have my local furniture restoration company come to my home and they gladly paid the bill without even questioning the cost. And, of course, being able to repair the furniture without additional shipping, handling, and temporary storage ensures that no further damage will be done to the furniture. And they have even picked up the cost of postage for cushions I have sent back. Lastly, I ordered Lexington furniture several years ago from BOYLES, but I had originally had FLS price out the pieces and BOYLES BEAT FLS PRICES. BOYLES has its own web site. Just do a search and you will be sure to find them. Stay away from FLS if you can.
Jason
High Point,#3UPDATE Employee
Mon, May 12, 2003
Well, I am always interested in the job the company I work for is doing, and always interested in knowing how our company is perceived in the nation, despite the fact that I take it all with a grain of salt. I understand the internet to be a very powerful force, both in integrity, and dishonesty. So, let this be a great example of taking internet posts for what they are, maybe true, maybe not, and maybe not all that they are cracked up to be. I am responding not on behalf of the Harris family, nor Furnitureland South, Inc. I am a mere sales associate who has been with the company a year, plenty long enough to see whether the company I work for, and the associates I work with, hold the same morals and values I uphold as a Christian. I am not the most popular sales associate there, and do not run in the inner circles that are there. I see things from a true objective view, and would like to report on what I know. First, I do not know the Harris family to be Masons. They are Christians, and do run their business with solid Christian values. I do not claim it to be a super-moral utopia, but it does have a great Christian foundation. Let me say this, no company can be in business for this number of years without a high level of customer service, and among the hundreds of unfortunate problems, there are millions of satisfied customers you do NOT hear about. It must be made known that in every problem, there is a whole team of people that their sole job is to rectify the situation, and make the consumer happy. A whole team of people with one objective, and one interest, the consumer. I can tell you that the Harris family is dedicated to running not the world's largest, but the world's best home furnishings showroom, or as they call it, "World-Class." Every decision that is made, is made in an attempt to make it an extremely satisfying experience fore each and every consumer. The bottom line is, this is not a perfect company. This industry is not a perfect industry. But I can honestly say I work for a company that maintains high standards, and a company that strives to make every sale a "World-Class shopping experience", something you cannot get from any other place. They provide an incredible level of customer service to each of my clients, and I get letters and e-mails that verify this for me everyday. Please take everything you read on the internet as what they are, one persons opinion, and that is including mine. I do feel, however, I have "inside information", and a truly objective view. Thanks for your time.
#40
Thu, February 21, 2002
------- Original Message ----------
From: Larry (Victim who file the report above)
Date: Mon, 18 Feb 2002 13:14:40 -0500
Dear EDitor Rip-off Report.com
I have just now read your rebuttal to my complaint and you have done a nice job with it. If you show this kind of tenacity with your ripoffrevenge customers I am sure that they are getting more than their moneys worth! :-)
I have been sincere with everything I have told you up to this point but I guess e-mails leave out the personal touch needed to convince you that I am on the level.
What would it take to convince you that Jason Harris is working to resolve the complaints that he has been made aware of?
If you would like the contact information for the attorney who approached me regarding a potential class action suit, I would be happy to provide it to you. I understand that I am the only one who has expressed an interest.
By the way, Mr. Harris is not a Mason and I was not threatened in anyway.
For what it's worth...
Larry Thompson
::::::::::::::::::
EDitor's Comment to the victim's e-mail above
Dear Consumers,
This is a very good example of what happens when one person gets their problems solved. They lose sight of the greater good of all people and why it is so important to have solidarity against economic tyranny. That is why we put a disclaimer on the first page and reminders on other pages that stories are not pulled "as a favor to consumers," otherwise, we'd be no better than the Better Business Bureau.
We have been offered a great deal of money to have stories removed, but our integrity is more important than filthy lucre. Additionally, you can be assured that you are getting an accurate portrayal of the market situation.
Thank you for your cooperation and understanding. Now the victim should whip out his checkbook and sign a check or credit card (click on the donation ad to the left) to us for a generous contribution. We saved the victim somewhere in the neighborhood of $8 - 10k, saved in legal fees, time and aggravation to get this resolved. This forum allows victims to save valuable time and money that would be spent on attorneys, long waiting times in the courts, court fees, and maybe no results at all. All we insist is that the record of the ripoff remain on the website, warning others of the pitfalls in doing business with certain companies. Is that too much to ask?
EDitor - Publisher & Creator of Rip-off Report.com
badbusinessbureau.com
#50
Mon, February 18, 2002
EDitorial Update:
The victim and author of this report has been extremely active in taking action against this business. He even began gathering names for a class action and got a story about them on the local TV station. The victim noted that he had problems getting responses from Furnitureland South about his problems, including Jeffrey Harris.
It is interesting to note that this victim also contacted the Attorney General and began legal action against this business. Suddenly, there is a meeting with Jeffrey Harris and his tone completely changes. Something is missing in this story. Did they exchange secret handshakes and decide to bury this underhandedness? Our position is that if we allowed people to get the story taken off and not even tell us the whole story, which is a form of deceit and dishonesty, then we would be just like the Better Business Bureau, who extort membership from businesses about which they receive complaints.
We also see this request to remove the report as extraordinarily self-serving, especially from a self-proclaimed Master Mason, who is supposed to be dedicated to service, self-denial, and the abolition of evil. We find this important because these stated values are similar to our own, with the exception that we actually put them into practice. Although the victim has not yet answered us, there is evidence that the owner, Jeffrey Harris, may also be a Mason and is threatening or bullying the victim to take the report of the RipOff Report website, perhaps even using his Masonic affiliation.
Please read the following entries.
First a letter in response to some questions we had for the victim. Our questions to the victim are in italics.
Next is our response to the victim followed by a statement from some of the Masons who are affiliated with the website. We are told that they have included some imagery significant to Masons because they see this as a gross perversion of Masonic values. It is interesting to note that his victim, who claims to be so honest, uses his government e-mail address to conduct personal business with our website. What do all you taxpayers in North Carolina think about that?
READ ON!
From: Larry from Locust, NC
To: [email protected]
Cc: [email protected]
Subject: Fwd: Fw: Furniture land. File # 10221
Date: Fri, 15 Feb 2002 23:26:10 -0500
Dear Editor,
In your follow-up to my original request to have my file (# 10221) removed from your website, you asked:
"You have quite an extensive Rip-off Report. What did you do that got them to rectify the situation? Obviously they want everything removed from the search engines so there is no trace of this. Please explain more."
I was contacted by Mr. Jason Harris, VP of Furnitureland South, Inc., and was asked what would it take to make me a satisfied customer. I informed Mr. Harris that I would like to have my damaged furniture discounted an additional 25%, which I felt was fair, and that I would like to receive the one chair that we were still owed. Mr. Harris was not completely aware of all the problems that I experienced with my furniture purchase and took the time to evaluate my file. He agreed to honor my request for compensation, apologized profusely, offered to give my wife and I a tour of their new quality control facility and, in return, asked that I work to remove the negative complaints that I had placed on the Internet regarding my buying experience. I am a man of honor and I feel like Jason Harris is too. I believe that Furnitureland South is dedicated to customer service - I simply "fell through the cracks" due to a number of reasons that I will not go into here.
"Obviously we were a big part of helping you to get them to do the right thing.. Please explain everything in detail."
I can honestly say that The RipOff Report did play a big role in my account receiving the attention that I felt it deserved. Mr. Harris was shocked to read my complaint on your website and stated that my comments hurt him, his family as well as his employees - some of which are life long employees. I replied that I could appreciate his position but I honestly felt like I had gotten the run around from his customer service representatives and that I felt like I needed to "elevate" my complaint.
Mr. Harris specifically asked about my choice of title for the complaint which included the phrase "Rip Off Liars". I was somewhat embarrassed by this question since I did NOT include this particular phrase - I only typed "Furnitureland South - Buyer Beware!". I don't know if he believed what I told him, but we quickly moved on. Mr. Harris obviously would like to see this complaint removed and said as much to me. I replied by telling him that I am a Christian and a Master Mason and I did not want my name associated with negativity either and that I would be more than happy to request that the complaint be removed if we
could reach an agreement.
Mr. Harris went on to tell me more about their family owned business and how they have built the customer base that they have today through good prices and excellent customer service - all without advertising. I new that this was partially if not entirely true since I had never seen an advertisement for their company! I thought at this point maybe I did fall
through the cracks and that Jason Harris was as sincere as he sounded on the phone. When Mr. Harris agreed to grant my request for a discount and I assured him that I would follow through on my end of the deal since I was a man of my word.
"Hopefully you are not only thinking of yourself here. What about all the other unsuspecting consumers that will come along after you? Do you really think we deserve the e-mail you have sent to us below? Please try to answer all our questions."
As I mentioned in my earlier reply to you, no, I am not just thinking of myself. Over the past few months, several people have contacted me via e-mail to say that they have experienced similar problems with Furnitureland South. We agreed to keep in touch as we worked through our complaints with FLS. I have e-mailed each of these individuals and informed them that Jason Harris has been more than accommodating in reaching a resolution with my problem and that they should contact him directly to see if he could address their situation as well. I have received feedback from at least one individual who stated that Mr. Harris was very nice and that he was now working to resolve his furniture problem - he thanked me for the contact information.
"Can you tell us what they did for you?"
Mr. Harris agreed to discount my damage furniture 25%, as per my request.
"Was removing the Rip-off Report part of the deal? What was the deal? What did you get back or what did they do for you. What happened to the other victims?"
Removing the Rip-Off Report was part of a gentlemanly agreement. As I stated previously, I do not care to have my name associated with negativity and I would like to see this removed as well. I did what I felt like I need to do in order to focus attention on my account - even if it was in a "negative" tone. As I mentioned earlier, I have contacted everyone that I have an e-mail address for and I have made them aware that Mr. Harris is able and more than willing to take care of their problems.
Considering the volume of business that FLS does, the complaints that I have found on the Internet are almost nothing. I contacted some of the individuals who made older complaints that I found and could not find any that had not been resolved (I was looking for numbers that may justify that class action lawsuit). I even sent a mass e-mail out to all of these individuals as well as the folks who saw my complaint and contacted me. I asked them if they were interested in registering for a potential class action lawsuit against FLS - I never received a response. I now believe that FLS is honest and sincere. I can't help but think it would not be in their best interest to address all complaints just as they have done mine. I really don't think they are ripping off anyone, I simply had some unfortunate things happen to me which have now been addressed. If I had been put in touch with Mr. Harris in the beginning I sincerely doubt that I would have had to post a complaint on your forum.
Mr. Harris has been cc'd on this e-mail.
Perhaps you might have some specific questions for him regarding outstanding complaints and the like? Regardless, I would like to see my complaint removed if you could see your way to do this. I appreciate your forum and I do feel like it was an effective tool in obtaining a quick and satisfactory resolution to the unfortunate problems I experienced with my furniture purchase.
Thanks again for your service.
Regards,
Larry
Locust, NC
::::::::::::::::::
EDitor's and Review Board Comments:
To all our readers, there is a real reason why the Rip-off Report engages in the battle against bad business practices. The individual who reported this and who now wants the report removed, told us that he is a Master Mason. We consulted with a number of our volunteers and consultants who are Masons and are appalled by what is going on. Here is a man who claims to have a higher standard of ethics as a Mason and uses his government e-mail for personal business. We asked our Masons to respond on this situation using their language and imagery, particularly in light of their involvement with our website in their various consumer advocacy roles. They responded to the victim and make the following statement:(see our EDitorial below these comments)
"Oh Lord, My God! Is there no help for the widow's son?
There is evil and injustice in the world which takes advantage of individuals and we are dedicated to helping all widow's sons and wayfaring strangers. We do our best to do our work and ask the assistance of all those who hear and see these injustices. This situation highlights the problem we face when the victims turn on their own code and turn on their brothers who tried to help them.
Audi, Vide, Tace, Labore. To all those who will help us: Forgive us for not being silent in this matter because the abhorrence of evil takes precedence over the requirement of silence. We attempted to whisper good counsel in this brother's ear, but he demands on selfishness and denies the magic tongue of love, with the persuasive attitude of "mercy unrestrained."
We ask you all to judge this victim for what he is...a hypocrite, who should be banished.
We implore you to join our army and report injustices, even from among our brethren, or hypocrisy will destroy us.
We provide the correspondence with this Brother Mason for your judgment, which reveals the truth of this situation. We have identified key critical admissions in red for your attention. We invite your comments in this matter, which is and all too common of a situation. We see that when an individual gets satisfaction the BAD businessman will insist that part of the deal requires the removal of the report. This is NOT in the best interest of other people, but a selfish motivation. We are dedicated to the assistance of ALL victims and deplore those who emphasize their individual self interests."
BELOW:
Letter from Rip-off Report Review Board
Dear Larry,
What you fail to realized is that all the effusive crap you are getting from Mr. Harris is total BS. The only reason that he is even considering this compensation for you is because he got caught with his pants down... and you did it on the Rip-off Report. This is from your own admission. Do you honestly think you are the ONLY person they have done this to? Absolutely not. And you have the list of victims to prove it. We are committed to assisting EVERY widow's son. I want you to realize that sale people are only as honest as the oversight that governs them. Unfortunately, even our brethren.
We, of the Review Board, have talked extensively about your case. As a Master Mason, you should understand and appreciate why we have an abhorrence of evil. We are dedicated to this cause because of the injustice and dishonesty you told us of in your Report. Explain to Mr. Harris that you had no right to agree to the removal of the RipOff Report because you had forgotten that the site clearly states that Reports can not be removed and you had been fully informed of this fact. You have the right to expect and demand excellence, in gentleness, if you will. Tell them they must make full compensation immediately. No conditions. If they are honest they will accept this. If they do not accept this, they are not honest and you have no obligation to them and the class action suit should proceed for the benefit of the other victims. DO YOU UNDERSTAND?
I want to explain something to you. We feel that you are not disclosing everything to us. We have evidence that you are being threatened in some way. Is this man a Brother who condemned you for publicizing his faults? If so this man is a hypocrite and you have no obligation to him, because the abhorrence of evil takes precedence over the requirements of silence. You know what you need to do to make amends, and you owe us your gratitude.
We urge you to turn over the list of victims who have contacted you on the class action suit against FurnitureLand South. This list, with names, and all the contact data, physical addresses, e-mail addresses and phone number, should be sent immediately to the Rip-off Report at [email protected] , since you have satisfaction and have stated that you are dropping the suit. This is your obligation! It is unethical to leave these people without the direction and leadership you initially offered. You have an obligation to them and we must insist that you provide the list now.
Review Board
BADbusinessbureau.com
www.RipoffReport.com
Click here to read other Rip-off Reports on Furnitureland South
#60
Fri, February 15, 2002
This update is to notify everyone that Furnitureland South has met each of its commitments to my complete satisfaction. They have complied with my requests and fully accommodated every concern. Furnitureland South has performed and accomplished this in an honorable way, keeping faith with all promises and representations. I consider this situation resolved!
#70
Fri, February 15, 2002
This update is to notify everyone that Furnitureland South has met each of its commitments to my complete satisfaction. They have complied with my requests and fully accommodated every concern. Furnitureland South has performed and accomplished this in an honorable way, keeping faith with all promises and representations. I consider this situation resolved!
#80
Fri, January 18, 2002
If you have had a negative buying experience with Furnitureland South, Inc., you may be eligible to participate in a potential class action lawsuit.
Others who have been ripped off by FLS are counting on you!
#90
Fri, January 04, 2002
01/04/02
Recently I have been forwarded a "form letter" that others have received from FLS in response to their enquiries regarding this company's non-existant customer service. I thought others might enjoy reading this...
"Thanks for your email. Apparently you have some concerns over the service that Furnitureland South offers. Your search on the web has probably tainted your perception of who our company is and what we stand for (tons of web complaints). I want to make sure that you know that we are very service-oriented and we care deeply about doing a fine job for our customers. Unfortunately, you were unable to poll the tens of thousands of very satisfied customers that we had last year (A couple of hundred complaints filed with the NC Attorney General's Office is not too bad when you deal in volume - right?). Each of the complaints that you found about our company on the web have been addressed (remember, if they respond to the BBB or AG's office it is considered "addressed" - regardless of content).
My father started this business in the late 60's, and we have experienced phenomenal growth over the past two decades. Since we do not advertise, this growth has occurred from word-of-mouth referrals and repeat customers. As you know, our business could not have grown so dramatically without offering a world-class level of service (maybe it has grown too fast, just as you stated in your WRAL interview prompted by mounting complaints?). I would like to share with you some of the latest developments in our service:
1. Dedicated Post-Sale Account Manager
Communication is the ultimate goal. When an order is
processed, FLS will assign an experienced account
manager to ensure customer expectations. The account
manager will contact the customer?
Immediately after the sale.
Every two weeks after the initial call to update status
(optional).
Any time FLS finds out important information from its
manufacturing partners pertaining to the order.
When merchandise arrives to prearrange delivery.
Immediately after the delivery to log in any service
issues and take action quickly. (Don't get too excited
about this, Mom and Pop stores will call you with the
details.)
2. Hyperflow--Our new state of the art distribution facility
opened in September 2001. All sold goods are processed
through this facility. This 250,000 square foot building
is all on one level reaching 40 feet into the air. The
exclusive hyperflow? system ensures efficient and safe
handling of products which are received, barcoded, stored
individually, inspected and touched up before being pad-
wrapped and delivered to the consumer. This facility has
31 miles of rack space, 54 dock doors, and utilizes a dozen
4-ton pickers. Two shifts are currently operating in this
facility.
a. Receiving
BENEFIT: Air ride trailers ensure safe travel from our
manufacturing partners to our state-of-the art
distribution center. (Too bad it doesn't come to your
home, safely, on these same trucks)
b. Barcoding
BENEFIT: Careful receiving procedures ensure that
what was ordered is what was received. Labeling the
carton enables FLS to track the item throughout the
system. (Remember, you will have a number!)
c. Storage
BENEFIT: Each item is stored on a shelf? no
stacking, no leaning. Upholstery is stored on its
feet and all box arrows point up. (ok)
d. Inspections
BENEFIT: This ensures that items meet manufacturer
quality standards before they leave FLS.
e. Upholstery treatment
BENEFIT: Protecting an upholstery investment with
Fabicoate or Leather Master is highly recommended.
This process is done in the upholstery treatment
center and includes a full 5-year replacement warranty.
f. Pad-wrapping and loading
BENEFIT: Pad-wrapping and strapping ensures safe
travel. It also eliminates packing material disposal
at the customer's home.
g. Restoration
BENEFIT: With over 40 skilled craftsmen and a state
of the art deluxing and repair department, FLS is
fully equipped to handle damage. (boy do they need
this!)
3. Online Order-Tracking
By visiting the FLS website at www.furniturelandsouth.com,
customers can track the latest status on each item on
order. This exclusive order tracking technology
automatically updates as items progress through the
ordering system.
4. Automatic Emails
If the customer chooses, FLS will send a series of emails
to keep them in the loop as the order progresses. (Again,
nothing to get excited about)
a. Thanks for your order!
This email lists everything on the order including all
of the customer's personal information. It also
provide a direct link to the customer's post-sale
account manager (I have gone through three!), a link
to the sales associate, and a link to the tracking-
your-order portion of the FLS website.
b. Status Update
If the status on any item on the order has changed
throughout the course of the previous week, the
customer will receive a status update.
c. Confirmed Delivery Date
Once FLS confirms a specific date and delivery time,
FLS will send an email to the customer confirming this
information including the COD (remember, in God we
trust, all others must pay cash!)amount and a list of
the items the customer can expect to receive on that
delivery (the first of many, if your experience is
like mine!).
d. How did we do?
FLS appreciates input. After the delivery has taken
place, FLS will send an email asking how things went.
A link is provided to the FLS online customer
questionnaire. (and that's about it, you can input
but don't expect a response!)
I certainly hope that we can earn your business, and as an owner, you have my personal guarantee that we will offer you the finest service in our industry (yeah right, I proved that wrong when I went to a different company for my second purchase!). Our goal is to offer you substantial savings and unparalleled
service with a personal touch (if computer generated e-mails are a personal touch, that's a new one on me!). If you have any concerns at any point, you can feel free to contact me directly at 336.822.3103 (please do so!). We do have the best web site in our industry, but the in-person visit to our showrooms is
unlike anything you'll ever experience. I'd be happy to help you
experience Furnitureland the way that thousands of happy customers do every week (don't worry they will give you a number!).
Cordially,
Jeffrey D. Harris
Vice President
Furnitureland South, Inc.
Folks,
I would recommended that you price from the big guys but deal locally - using a credit card (FLS does not accept cards!). In fact, I received an e-mail today from a furniture salesperson in Texas who told me that she had earned three customers business who did their shopping at FLS (they say Rose Furniture is cheaper anyway - wish I had known this too!). She thanked me for giving such good advice and wished me the best.
Click here to read other Rip-off Reports on Furnitureland South
#100
Fri, January 04, 2002
01/04/02
Recently I have been forwarded a "form letter" that others have received from FLS in response to their enquiries regarding this company's non-existant customer service. I thought others might enjoy reading this...
"Thanks for your email. Apparently you have some concerns over the service that Furnitureland South offers. Your search on the web has probably tainted your perception of who our company is and what we stand for (tons of web complaints). I want to make sure that you know that we are very service-oriented and we care deeply about doing a fine job for our customers. Unfortunately, you were unable to poll the tens of thousands of very satisfied customers that we had last year (A couple of hundred complaints filed with the NC Attorney General's Office is not too bad when you deal in volume - right?). Each of the complaints that you found about our company on the web have been addressed (remember, if they respond to the BBB or AG's office it is considered "addressed" - regardless of content).
My father started this business in the late 60's, and we have experienced phenomenal growth over the past two decades. Since we do not advertise, this growth has occurred from word-of-mouth referrals and repeat customers. As you know, our business could not have grown so dramatically without offering a world-class level of service (maybe it has grown too fast, just as you stated in your WRAL interview prompted by mounting complaints?). I would like to share with you some of the latest developments in our service:
1. Dedicated Post-Sale Account Manager
Communication is the ultimate goal. When an order is
processed, FLS will assign an experienced account
manager to ensure customer expectations. The account
manager will contact the customer?
Immediately after the sale.
Every two weeks after the initial call to update status
(optional).
Any time FLS finds out important information from its
manufacturing partners pertaining to the order.
When merchandise arrives to prearrange delivery.
Immediately after the delivery to log in any service
issues and take action quickly. (Don't get too excited
about this, Mom and Pop stores will call you with the
details.)
2. Hyperflow--Our new state of the art distribution facility
opened in September 2001. All sold goods are processed
through this facility. This 250,000 square foot building
is all on one level reaching 40 feet into the air. The
exclusive hyperflow? system ensures efficient and safe
handling of products which are received, barcoded, stored
individually, inspected and touched up before being pad-
wrapped and delivered to the consumer. This facility has
31 miles of rack space, 54 dock doors, and utilizes a dozen
4-ton pickers. Two shifts are currently operating in this
facility.
a. Receiving
BENEFIT: Air ride trailers ensure safe travel from our
manufacturing partners to our state-of-the art
distribution center. (Too bad it doesn't come to your
home, safely, on these same trucks)
b. Barcoding
BENEFIT: Careful receiving procedures ensure that
what was ordered is what was received. Labeling the
carton enables FLS to track the item throughout the
system. (Remember, you will have a number!)
c. Storage
BENEFIT: Each item is stored on a shelf? no
stacking, no leaning. Upholstery is stored on its
feet and all box arrows point up. (ok)
d. Inspections
BENEFIT: This ensures that items meet manufacturer
quality standards before they leave FLS.
e. Upholstery treatment
BENEFIT: Protecting an upholstery investment with
Fabicoate or Leather Master is highly recommended.
This process is done in the upholstery treatment
center and includes a full 5-year replacement warranty.
f. Pad-wrapping and loading
BENEFIT: Pad-wrapping and strapping ensures safe
travel. It also eliminates packing material disposal
at the customer's home.
g. Restoration
BENEFIT: With over 40 skilled craftsmen and a state
of the art deluxing and repair department, FLS is
fully equipped to handle damage. (boy do they need
this!)
3. Online Order-Tracking
By visiting the FLS website at www.furniturelandsouth.com,
customers can track the latest status on each item on
order. This exclusive order tracking technology
automatically updates as items progress through the
ordering system.
4. Automatic Emails
If the customer chooses, FLS will send a series of emails
to keep them in the loop as the order progresses. (Again,
nothing to get excited about)
a. Thanks for your order!
This email lists everything on the order including all
of the customer's personal information. It also
provide a direct link to the customer's post-sale
account manager (I have gone through three!), a link
to the sales associate, and a link to the tracking-
your-order portion of the FLS website.
b. Status Update
If the status on any item on the order has changed
throughout the course of the previous week, the
customer will receive a status update.
c. Confirmed Delivery Date
Once FLS confirms a specific date and delivery time,
FLS will send an email to the customer confirming this
information including the COD (remember, in God we
trust, all others must pay cash!)amount and a list of
the items the customer can expect to receive on that
delivery (the first of many, if your experience is
like mine!).
d. How did we do?
FLS appreciates input. After the delivery has taken
place, FLS will send an email asking how things went.
A link is provided to the FLS online customer
questionnaire. (and that's about it, you can input
but don't expect a response!)
I certainly hope that we can earn your business, and as an owner, you have my personal guarantee that we will offer you the finest service in our industry (yeah right, I proved that wrong when I went to a different company for my second purchase!). Our goal is to offer you substantial savings and unparalleled
service with a personal touch (if computer generated e-mails are a personal touch, that's a new one on me!). If you have any concerns at any point, you can feel free to contact me directly at 336.822.3103 (please do so!). We do have the best web site in our industry, but the in-person visit to our showrooms is
unlike anything you'll ever experience. I'd be happy to help you
experience Furnitureland the way that thousands of happy customers do every week (don't worry they will give you a number!).
Cordially,
Jeffrey D. Harris
Vice President
Furnitureland South, Inc.
Folks,
I would recommended that you price from the big guys but deal locally - using a credit card (FLS does not accept cards!). In fact, I received an e-mail today from a furniture salesperson in Texas who told me that she had earned three customers business who did their shopping at FLS (they say Rose Furniture is cheaper anyway - wish I had known this too!). She thanked me for giving such good advice and wished me the best.
Click here to read other Rip-off Reports on Furnitureland South
#110
Fri, January 04, 2002
01/04/02
Recently I have been forwarded a "form letter" that others have received from FLS in response to their enquiries regarding this company's non-existant customer service. I thought others might enjoy reading this...
"Thanks for your email. Apparently you have some concerns over the service that Furnitureland South offers. Your search on the web has probably tainted your perception of who our company is and what we stand for (tons of web complaints). I want to make sure that you know that we are very service-oriented and we care deeply about doing a fine job for our customers. Unfortunately, you were unable to poll the tens of thousands of very satisfied customers that we had last year (A couple of hundred complaints filed with the NC Attorney General's Office is not too bad when you deal in volume - right?). Each of the complaints that you found about our company on the web have been addressed (remember, if they respond to the BBB or AG's office it is considered "addressed" - regardless of content).
My father started this business in the late 60's, and we have experienced phenomenal growth over the past two decades. Since we do not advertise, this growth has occurred from word-of-mouth referrals and repeat customers. As you know, our business could not have grown so dramatically without offering a world-class level of service (maybe it has grown too fast, just as you stated in your WRAL interview prompted by mounting complaints?). I would like to share with you some of the latest developments in our service:
1. Dedicated Post-Sale Account Manager
Communication is the ultimate goal. When an order is
processed, FLS will assign an experienced account
manager to ensure customer expectations. The account
manager will contact the customer?
Immediately after the sale.
Every two weeks after the initial call to update status
(optional).
Any time FLS finds out important information from its
manufacturing partners pertaining to the order.
When merchandise arrives to prearrange delivery.
Immediately after the delivery to log in any service
issues and take action quickly. (Don't get too excited
about this, Mom and Pop stores will call you with the
details.)
2. Hyperflow--Our new state of the art distribution facility
opened in September 2001. All sold goods are processed
through this facility. This 250,000 square foot building
is all on one level reaching 40 feet into the air. The
exclusive hyperflow? system ensures efficient and safe
handling of products which are received, barcoded, stored
individually, inspected and touched up before being pad-
wrapped and delivered to the consumer. This facility has
31 miles of rack space, 54 dock doors, and utilizes a dozen
4-ton pickers. Two shifts are currently operating in this
facility.
a. Receiving
BENEFIT: Air ride trailers ensure safe travel from our
manufacturing partners to our state-of-the art
distribution center. (Too bad it doesn't come to your
home, safely, on these same trucks)
b. Barcoding
BENEFIT: Careful receiving procedures ensure that
what was ordered is what was received. Labeling the
carton enables FLS to track the item throughout the
system. (Remember, you will have a number!)
c. Storage
BENEFIT: Each item is stored on a shelf? no
stacking, no leaning. Upholstery is stored on its
feet and all box arrows point up. (ok)
d. Inspections
BENEFIT: This ensures that items meet manufacturer
quality standards before they leave FLS.
e. Upholstery treatment
BENEFIT: Protecting an upholstery investment with
Fabicoate or Leather Master is highly recommended.
This process is done in the upholstery treatment
center and includes a full 5-year replacement warranty.
f. Pad-wrapping and loading
BENEFIT: Pad-wrapping and strapping ensures safe
travel. It also eliminates packing material disposal
at the customer's home.
g. Restoration
BENEFIT: With over 40 skilled craftsmen and a state
of the art deluxing and repair department, FLS is
fully equipped to handle damage. (boy do they need
this!)
3. Online Order-Tracking
By visiting the FLS website at www.furniturelandsouth.com,
customers can track the latest status on each item on
order. This exclusive order tracking technology
automatically updates as items progress through the
ordering system.
4. Automatic Emails
If the customer chooses, FLS will send a series of emails
to keep them in the loop as the order progresses. (Again,
nothing to get excited about)
a. Thanks for your order!
This email lists everything on the order including all
of the customer's personal information. It also
provide a direct link to the customer's post-sale
account manager (I have gone through three!), a link
to the sales associate, and a link to the tracking-
your-order portion of the FLS website.
b. Status Update
If the status on any item on the order has changed
throughout the course of the previous week, the
customer will receive a status update.
c. Confirmed Delivery Date
Once FLS confirms a specific date and delivery time,
FLS will send an email to the customer confirming this
information including the COD (remember, in God we
trust, all others must pay cash!)amount and a list of
the items the customer can expect to receive on that
delivery (the first of many, if your experience is
like mine!).
d. How did we do?
FLS appreciates input. After the delivery has taken
place, FLS will send an email asking how things went.
A link is provided to the FLS online customer
questionnaire. (and that's about it, you can input
but don't expect a response!)
I certainly hope that we can earn your business, and as an owner, you have my personal guarantee that we will offer you the finest service in our industry (yeah right, I proved that wrong when I went to a different company for my second purchase!). Our goal is to offer you substantial savings and unparalleled
service with a personal touch (if computer generated e-mails are a personal touch, that's a new one on me!). If you have any concerns at any point, you can feel free to contact me directly at 336.822.3103 (please do so!). We do have the best web site in our industry, but the in-person visit to our showrooms is
unlike anything you'll ever experience. I'd be happy to help you
experience Furnitureland the way that thousands of happy customers do every week (don't worry they will give you a number!).
Cordially,
Jeffrey D. Harris
Vice President
Furnitureland South, Inc.
Folks,
I would recommended that you price from the big guys but deal locally - using a credit card (FLS does not accept cards!). In fact, I received an e-mail today from a furniture salesperson in Texas who told me that she had earned three customers business who did their shopping at FLS (they say Rose Furniture is cheaper anyway - wish I had known this too!). She thanked me for giving such good advice and wished me the best.
Click here to read other Rip-off Reports on Furnitureland South