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We bought a new freezer about 2 weeks ago at P.C. Richard and Son, a chain of appliance stores in NJ and NY. This was our first time dealing with them as they are new to our area.
The freezer was delivered on Friday. The guys specifically asked DW what to do with our old freezer. She told them we were keeping it and to put it in the garage. The reason we were keeping it is because I had sold it online. Despite that conversation, the one guy took it out and was loading it onto their truck when the other guy stopped him. They brought it back into the garage.
After they left, DW went to plug it in so we could show the buyer that it was working okay. She discovered that the guys had sliced off the power cord. I don't know why but I guess they do it to keep from getting it caught on stuff when they are moving it. So we were left with a worthless unusable freezer rather than the one I thought I'd be getting $75 for from the online buyer.
I called the store on Monday and spoke to the manager. I explained the situation. Without any hesitation, he apologized and offered to credit my account for $85, $10 more than I was going to get for the freezer. I thanked him and said that I was still stuck with the old freezer in my garage and he put me on hold for a minute and came back and said he'd have a truck there in the morning to pick it up. And they did.
No excuses. No blaming anyone else. No trying to wiggle out of the situation. Just a polite apology and what I felt to be a very satisfactory resolution to the problem. So kudos to P.C. Richard and Son. I've also written to them to thank them for handling this so well. It is nice to know that there are still companies that recognize that without happy customers, they'd be out of business.
The freezer was delivered on Friday. The guys specifically asked DW what to do with our old freezer. She told them we were keeping it and to put it in the garage. The reason we were keeping it is because I had sold it online. Despite that conversation, the one guy took it out and was loading it onto their truck when the other guy stopped him. They brought it back into the garage.
After they left, DW went to plug it in so we could show the buyer that it was working okay. She discovered that the guys had sliced off the power cord. I don't know why but I guess they do it to keep from getting it caught on stuff when they are moving it. So we were left with a worthless unusable freezer rather than the one I thought I'd be getting $75 for from the online buyer.
I called the store on Monday and spoke to the manager. I explained the situation. Without any hesitation, he apologized and offered to credit my account for $85, $10 more than I was going to get for the freezer. I thanked him and said that I was still stuck with the old freezer in my garage and he put me on hold for a minute and came back and said he'd have a truck there in the morning to pick it up. And they did.
No excuses. No blaming anyone else. No trying to wiggle out of the situation. Just a polite apology and what I felt to be a very satisfactory resolution to the problem. So kudos to P.C. Richard and Son. I've also written to them to thank them for handling this so well. It is nice to know that there are still companies that recognize that without happy customers, they'd be out of business.
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