I had a rough patch last year. My wife just recently shared this photo she took at the time. It hit me kind of hard.
I was in & out of the hospital for about 3 weeks in a month due to an infection from & complications with a drain from diverticulitis. I had my sigmoid colon and part of my rectum removed, with robot-assisted orthoscopic surgery. Recovery was rough while I was in it, but relatively quick looking back.
The local hospital staff was fantastic taking care of me, the surgeon is the greatest, I was consulted by an infectious diseases doctor on the regular, and my PCP was very helpful throughout.
Medical care and insurance get a bad rap, but because of the medical care, I am still here. It hit me recently too that this is what killed Peter Steele. When this picture was taken, I was coming down from rigors that I got after a simple procedure to remove a drain. They called the rapid response team to medicate me, pack me in ice, & do what they could to help me combat a 105° fever.
This put my wife through a lot of emotional stress. Luckily my job & her job were fantastic with the time off. The kids had questions about if I was ever coming home.
Early on, my boss & a co-worker rallied to bring a cooler full of frozen food & rotisserie chickens to lighten the burden & home. Lots of friends, family, & neighbors reached out with gift cards, food, & support. I can’t thank everyone enough for donations to a GoFundMe or something that must have been out there to help with medical bills. I will pay it forward, and the help is wholeheartedly appreciated. I am humbled by the support & care for our family.
I’m not posting this to lament or for sympathy. It’s mainly just to mentally close it out, as a reminder to be thankful for absolutely everything that I have. It was most likely the impetus for me to finally try out publishing a maze book, putting my stuff on some merchandise, and drawing a maze for my surgeon.
Make every day count. Get small medical stuff checked out before it becomes big stuff. Be there for your people.
I would love to hear your thoughts on how they or I could have handled the situation better.
I don’t feel they owe me anything at this point.
Where should we go to buy a couch? Are any furniture stores better than the others?
My requirements are:
It must be delivered, I don’t want to pick it up or assemble anything.
I want to see it & sit in it first. (Our current couch was bought online, sight-unseen, and is a dud.)
The store has to be able to actually hit promised delivery dates.
I’m stuck on a nice HIGH back after seeing a few.
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Here’s the latest from Levin:
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Eric,
I completely understand where you are coming from. I apologize that we failed to get your correct chair delivered to you during this time. I am the person that called your wife about the Facebook post. I wanted to reach out to you to apologize and see what I could do to help the situation. When we fail to meet our customers’ expectations, we want to make it right.
I know you said you weren’t sure what we could do at this point, but I feel we need to take ownership of our mistake and acknowledge your feelings. On behave of Levin Furniture I apologize for the mistake and the inconvenience this caused you during your recovery. That is a true heart felt apology, I treat customers the way I would want to be treated. I think sometimes we get desensitized and need to be reminded that people have other things going on in their lives and just owning our mistakes and saying I am sorry can make a difference.
I know you said you do not want to shop with a us. But if you would like to give us another chance in the future, please let me know and I will see we take care of you. If there is anything I can assist you with, please don’t hesitate to reach out to me.
Best Regards,
Kelly Matyas
Customer Experience Manager
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Should I write/call back?
Actual footage from a staff meeting about my recliner.
Well, I was done with Levin. Then they emailed a customer satisfaction survey. That triggered me again. Here’s what I sent back. Then I dug up as many corporate names as I could, and their email syntax. I know some landed, because about three minutes after I hit send they were calling my wife.
Here’s what I said:
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Hello Friends,
I recently had what we’ll call a horrendous experience with Levin Furniture. I had vented about it online, and moved on. Until my wife forwarded me the customer satisfaction survey. That took some immense lack of self-awareness on your part, so I am hoping with this missive to make you a bit more aware. The following is what I typed up & sent along with the 3 1-star answers to the survey. I thought I would look up some email addresses and get it in front of as many eyes as I could. I will also copy the salesman that my wife dealt with who never replied to her email inquiring about delivery.
Already sent was the following:
On Saturday September 9th, my wife & son went to Levin and a few other furniture stores to purchase a powered recliner for me, to help with post colo-rectal surgery recovery.
Looking online at our options and various price ranges, I knew I wanted a chair that had a cup holder, phone charger, and storage pockets… as I was not sure how mobile I would be post-op, and was quite frankly uncomfortable going into surgery.
I would have gone to view them myself, but that happened to be in-between my second and third ER trips & hospital admissions in 4 weeks stemming from a burst pocket of diverticulitis and a nasty ensuing abscess and infection. I was in poor health, and in no mood to deal with furniture sales tactics. I can even provide photos of the CT scans and the drain sticking out of my right but cheek if you like to be grossed out.
My wife ordered an Ashley Model Next-Gen DuraPella Power Recliner SKU # 2200413, mainly because Levin promised to deliver before La-Z-Boy & Value City could on very similarly optioned & priced items. Remember that “before” qualifier as you digest (pun intended) the following paragraphs.
In hindsight, it was a largely false promise on the part of Levin, one that if I were a pessimist would assume is a regular practice on the part of your sales team.
The chair was promised to be delivered by Sept. 19th. That Tuesday came & my wife logged in to the website to see the delivery was now scheduled for Thursday Sept. 21st, and we had no communication on that change from Levin.
On Thursday, my wife called the delivery number, then the store to ask about the chair’s whereabouts. She talked to an Anna who said the original salesperson, Jared Chambers, was “new” and “didn’t know he had to schedule the delivery.”
My wife also emailed jchambers@levinfurniture.com on Sept. 21st to inquire about the delivery, but as of yet has not received a reply. We can forward that unanswered email if needed.
Despite this excuse smelling of total and absolute bovine feces, Anna told my wife that they could “squeeze us in” that Saturday the 23rd for delivery. Were we the first order where this was discovered? If not, why wasn’t it rectified sooner? Does Levin train all new employees this poorly? You don’t really have to answer that last one. It was rhetorical.
Saturday the 23rd came and two nice men delivered a recliner to us. Once they brought it in & put it together, I noticed that it does not have the cup holder, phone charger, or storage pockets. It happened to be an Ashley Model 5930213 Power Recliner @ $1349.99, completely not what we ordered. It was not the same model, SKU #, or price.
The guys sent photos to their boss, their boss contacted Levins, & Anna called my wife.
We tipped the guys $20 and they took the nice new recliner away.
In that conversation with my wife, Anna then blamed an incorrect tag or sku # being on the display model in the showroom. She also used the phrasing that it was “no one’s fault.” This incensed me, as it obviously was the fault of Levin employees on multiple levels. Who tagged the chair with the wrong tag? Who double-checks their work? The salesman did not confirm that what he was ordering matched the floor model? This is not “no one’s fault,” this is a tragic comedy of careless errors.
My wife asked Anna at that time if we could purchase the floor model, as time was of the essence. Anna said she would call back.
We went to Big Lots! in Washington PA that evening to look at couches. Yes, we need a couch, and Levin is off the table for what I believe to be quite obvious reasons.
Anna had still not called my wife as of around 6:00 PM, so my wife called her. Anna said we could have the floor model if we came and got it. Now, I am in poor health with restrictions on lifting, my kids are young, we have a vehicle classed as a station wagon, and my wife is a strong woman, but I would not ask her to move a recliner herself.
You would think the salesman and or store manager eager to make good on a sale, would have delivered the damn thing in a pickup or something.
Customer service is dead.
No concessions on price were offered from Anna. My wife asked for some form of compensation for our aggravation, and at first the only offer was to refund the original delivery fee… for the WRONG CHAIR. Crazy us to assume it would be a given to not pay for that. I believe we got half off of the 2nd delivery, and were refunded the difference between the original incorrect, more expensive chair, and the correct less expensive one.
If your profit margins are so small that you cannot automatically offer a few hundred dollars off on this purchase or even on a future purchase, you perhaps need to rethink your entire business model.
The correct recliner was finally delivered on Tuesday Oct. 3rd. This was a full two weeks after it was promised, after the dates when we could have received a recliner from your esteemed competitors, and 3 days after I was released from the hospital.after surgery.
Did I mention that we set our old chair out for the trash the Thursday night prior to the initial incorrect Saturday delivery?
I would like to ask you to imagine having a foot-long section of your colon and rectum removed, your remaining section of colon & rectum stapled together, a wound vac hanging on your side connected to a tube from an incision above your belly button, and a bulbous drain hanging out of your side right at your waistline.
That makes sitting anywhere uncomfortable. Imagine, if you would, a nice stressless recliner to ease the situation… because I can’t.
Some other person did leave a voicemail for my wife after I left a frustration-venting rant & a comment or two on Facebook, but that was the night of my colon-cleanse. If you’ll forgive the mental image, we already had enough crap to put up with.
Honestly though, for that attention-grabbing shenanigans to be the ONLY thing that triggered some sort of response, you were well past the too little/too late threshold.
Your people skills are abhorrent at the sales and service levels, and your corporate level customer service is merely reactionary to online “bad press” only to save face, not serve actual customer satisfaction & retention.
I actually applaud your testicular fortitude in reaching out with a customer satisfaction survey. It either takes massive ignorance or massive swagger. And you already know where I believe you fall on the scale.
I now intend to send this to every level of your corporation that has eyes. May the best of them find work elsewhere, and may the worst of them stay to drive you further into the ground than the last time you were there.
Thank you for your time, and may whatever deity you ascribe to have mercy on your soul,
I neglected to note we tipped the 2nd set of delivery guys $20 too. But, if they don’t even pretend to care about the customers, they certainly don’t care about the employees, right? While we’re on the subject… was that appropriate, or cheap? I try to check in on these things occasionally.
After Kelly Maytas at Levin left my wife a Voicemail, I got this email…
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Eric,
Thank you for reaching out to us and letting us know about your experience. We aim to deliver a great experience and are disheartened when we don’t. We will use your feedback to make us better.
I apologize for the inconvenience and the stress this has caused you. I personally would like to speak to you about your experience and respectfully apologize and take ownership of our failure to deliver a great experience. I know you need to rest, but at your convenience can you please give me a call at 330-###-####.
Best Regards,
Kelly Matyas
Customer Experience Manage
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I took the time to send this back…
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Thank You Ms. Maytas,
Not sure if you got just the survey response, or the email that I tried to send to a handful of people after researching names and email syntax online.
I am really not sure what you can do at this point for us.
I suggest you get your Robinson store in order… from tagging furniture properly, to sales reps understanding the product, your procedures, or setting up deliveries in a timely manner, and customer service reps that understand what apologizing really is. Only then can you maybe knock it out of the park for future customers.
We are in desperate need of a new couch, but not that desperate. I feel like your team has not only burned but nuked the proverbial bridge, and I concede that I worked on that from my side of things also. I am not a fan of phone calls, I prefer the written word. I also prefer retailers that automatically offer discounts on current or future sales without having to be asked. Again, we’re past that.
Unless you’d like to suggest a competitor that will actually deliver a quality product on time?
Good luck to you in righting the ship at Levins, as your tenacity in reaching out speaks to the fact that you will stay the course! I wish that we could have dealt with you on the store level instead of when it reached a wild level of ridiculousness (again, the online shenanigans are all on me – but it shouldn’t have taken that to garner attention).
I appreciate your time in reaching out! I like you, unlike your seemingly dimwitted and soul-crushed coworkers. Perhaps they need a pizza party or two for morale?
So, recently, I have had some bouts of shenanigans in & out of the hospital with infections and complications stemming from Diverticulitis.
So, I drew up a maze inspired by recent events for the surgeon, scanned & colored it, got it printed at 12″x18″, signed it, and got a frame for it. I’ll give him some dry-erase markers, too.
One week out, I feel like I’m in good hands. He had a lot of neat funny stuff in his office. And apparently, Wednesdays are cool because he gets to use a robot to assist.
Thanks for taking the time to read! Check out my first maze book on Amazon, or get yourself some of my maze merch from TeePublic or RedBubble. I’m trying to see how far I can take this thing… and I gots to pay me some medical bills! I get about a dollar per book or shirt since this is all print-on-demand.
So, right before new years, I went on adventure looking for mini cocktail rye breads from Pepperidge Farm. They used to make one called Jewish Rye, and Pumpernickel.
The Jewish Rye was cool because it contained ground caraway seeds instead of the standard whole caraway seeds. I have had bouts with Diverticulitis, so I try to stay hydrated & avoid tiny sharp seeds. Caraway absolutely ruins sauerkraut, but it is good in rye bread.
Pumpernickel is cool because it essentially is named for the devil’s farts… and if that’s not cool, I don’t know what is. This is also code in my household for “I am always right.” I told my wife the name origin behind it, she said there was no way, Googled it… and, like I said… I am always right.
Did they just stop making those little mini seedless cocktail rye bread things? They are increasingly hard to find every new year. Struck out at Kuhn's & Shop 'n Save, @GiantEagle has been a miss the last few years. Maybe @FreshThymeFM?
I know that the other manufacturer, S. Rosen, make cocktail-sized rye and pumpernickel bread… but the rye is not seedless. Apparently Hanky Panky means something entirely different in some parts of Ohio.
My wife likes to make this stuff for New Year’s that’s like swiss cheese, lemon-pepper, and mayo on the cocktail-sized Jewish Rye then toasted in the oven. It’s delicious. I like to make little mini open faced Reubens. The pumpernickel would be an acceptable alternative if I absolutely can’t find the seedless rye.
Because I’m weird and can’t leave anything alone, we have this…
Hey there, Eric. We're sorry to hear you're having trouble finding our Party Rye and Pumpernickel Bread. Unfortunately, we have discontinued it. We will be sure to let the team know you were looking for it. https://t.co/7lhEBw42Iu
I, of course, posted it on Twitter, Instagram, & Facebook. I tagged Pepperidge Farm & Pepperidge Farm Cares. To their credit, they did reply:
Hi there, we're sorry to hear this! Unfortunately, this variety is no longer available. We will pass along to our team that you want to see them return.
I did tag all the stores that I could in the photo on Instagram and Facebook, but none of them have taken the bait.
I had to turn it up a notch, to which they did not reply:
All of that just says:
Hello,
I was wondering if anyone had time to try and complete my maze while considering bringing back cocktail-sized Jewish Rye.
The ground caraway was awesome, because it isn’t a potential diverticulitis disaster like whole seeds are.
My wife wpuld [sic] use it to make this delicious lemon pepper cheese appetizer, and I like to make tiny Reuben sandwiches and pretend I am a reformed King King that no longer has to eat people sacrificed to me on Skull Island.
The mini pumpernickel is cool just because of the etymology. I mean? It has to be the most metal bread out there. 🤘
How can you discontinue such wonderful things?
Also, AI generated art seems to be the cool thing these days, so I tried to make this on a few different ones to go along with the blog post:
I may have to buy a gorilla suit and make some tiny Reubens with the S. Rosen bread… and convince the wife or kids to take my photo.
Or, I may have to make a maze for S. Rosen, featuring a caraway seed that must make the journey through my guys without getting stuck, causing inflammation & a possible infection. Or maybe it has to make its way through a grinder before beign added to the dough & baked?
@SRosens1909 So, do you guys make a seedless cocktail rye bread, or just the Pumpernickel (the most metal of all breads! 🤘💨)?
I know the big PF dropped the ball and you picked up the slack. Bravo!
I doubt than anyone at Pepperidge Farm or Pepperidge Farm Cares is going to complete my maze. But, if they do, you can thank me later.
As far as discussion here, which I always ask for yet rarely get in the comments, let me know what you do with mini cocktail rye or pumpernickel bread.
Also… Ler’s discuss Reubens. Russian or Thousand Island? Regular rye or marbled? Do you add anything like bacon or swap out corned beef for Pastrami? Do you ever use Havarti instead of Swiss? Grilled in a pan, or on a panini press? I should blog about Reubens. Mmm. I’m hungry.
Also, please, please, complete the maze! Send me the results, post & tag me!
The most important takeaway is that if I tell you something, I am always right. Pumpernickel.
It’s great to see the results, and I can’t wait to see where & how they’re put to use. It’s also great that all of our comments were passed along with the report, so rest assured that your voice has been heard thanks to Paul. Hopefully it lays groundwork for more gub’ment organizations to follow by example! (Although, we need to push from a consumer level too.)
My take on the results… it looks like we’re all looking for everyone in the restaurant from kitchen to wait staff to managers to be trained in food allergies and cross-contamination and possibly even certified… which seems like a no-brainer. Even if that’s all we get, it’s a great start.
Employee answering phone needs to be knowledgeable: 1
Apparently, I’m the only one who wants the person answering the phone to know what they’re talking about. Ha ha. I can’t tell you how many times I’ve had to define shellfish on the phone, or ask if they have any only to get there after being told no… and they totally do. Perhaps it’s shame on me for not asking to talk to a manager… but the person answering the phone ought to be knowledgeable enough to hand-off such questions, so I stand by my statement.
Cross contamination: (42 responses)
Understands and avoids cross-contamination: 21
Separate and cleaned prep areas and cookware: 20
Should wash hands: 1
Who said they should wash their hands? Seriously? I hope they’re doing that anyway… and that they don’t really need those signs in the restroom as a reminder.
Treats ALL allergies the same, not just the Big 8: 1
Apparently I’m the lone theorist there. Really? Well, I’m in the Top 8 category, so I guess… yo hell with the rest of you! Ha ha.
No nuts strewn about the restaurant: 1
This one agitates me. If it’s part of the restaurant’s shtick/ambiance/personality… then just give it up. I like being able to walk into Five Guys and grab a tray of peanuts. I don’t expect (or want) to dine at Long John Silvers or Red Lobster any time soon.
Specific allergen menus available in-house (not just online): 13
Allergen symbol list on menus: 12
Online food allergy menu: 4
All excellent points. I’ve blogged about the need for menu symbols before. Let’s get this done, people!
Ability to print out all ingredients for customer / show labels to customer if necessary: 11
Great idea. A representative from Bob Evans once emailed me a chart detailing where everything was cooked in the kitchen & what surfaces would be safe with my shellfish allergy while they has a seasonal Shrimp stir-fry dish. How cool is that?
At any rate, read the Blog at AllergyEats, and leave some feedback whether you participated in the original survey or not… it’s still valuable. I’d also appreciate any comments here. I’m sure the peanut thing will get some people riled up. Ha ha.
You may have seen it in a recent re-posting by me, or on your own. I urge you to form your own response and send it to contact@allergyeats.com. I figured that I’d use this blog to sort out my thoughts before I sent them on to Paul at Allergy Eats. I don’t exactly how I’ve morphed in to a food allergy advocate of sorts, but I feel that it’s important to help out any way that I can, and encourage others to keep up work that moves us all in the right direction. There are already some great comments on the blog, and I’m sure he’s got an inbox full of suggestions already… but it’s important to keep them coming so this can be looked at from multiple angles.
I like bulleted lists for some reason, so that’s how I’ll try to organize my thoughts:
The restaurant has to have a policy that reaches to ALL levels. Too many times restaurants claim to have god allergy practices, but it doesn’t trickle down to the wait staff, the cooks, or anyone past management. Having a policy is great, but it needs to be understood and respected through all levels. I feel comfort in a place when the waitress has the manager or even the chef come out to discuss allergy & cross-contamination issues with me. Training, some sort of certification, and re-training annually or semi-annually would be excellent.
Changing current thinking. This is a good one… Today at Boston Market, I noticed a sign on top of the cash register that read something to the effect of “If you have food allergies, please talk to the manager before placing your order.” It’s great they’re recognizing the fact that there are food allergies out there, but… the cash register is at the end of the counter, and only reached well after you place your order. Also, I’d hope that someone with food allergies would already have a heightened awareness when going anywhere to eat. (If not, please read this.) More thought needs to be put into place, not just “CYA” measures.
They have to exude reassurance. A poster is great. An “allergy-friendly” menu is great. A sign at the cash register or on your table or on the salad bar is great… but not enough. In with the training on all levels, the sever (or whoever answers the phone) must bee confident with the answers that you want to hear. No “I don’t think” or “not really” or “I’m not sure so you’d just better not order that” will do. Have the right answers. Know why. Understand the severity. Knowledge of the kitchen and where everything is cooked should be a must for servers and managers. Nuts can’t just be “picked off”. There’s no such thing as “oh a little won’t hurt” with butter. The fryer doesn’t “get hot enough to kill anything you’re allergic to”. It’s unsettling fr someone with food allergies to dine out. Making them feel safe is a must for “friendliness”.
On a related note… especially the person answering your phone. When dining out of town, I try to call ahead (or get my wife to call ahead for me). My favorite response ever was an Amish place in Ohio where I asked if they had shellfish (“like shrimp or crab or oysters” I said)… the girl went on to say “No, we have oysters, but they’re in soup, and there’s shrimp… but it’s not in a shell.” Needless to say, we didn’t go there.
All allergies are equal. It’s great to see “nut free” options, or “gluten-free” menus, but let’s treat all allergies with the same respect to cross contamination. The top 8 are; Milk, Egg, Peanuts, Tree Nuts, Fish, Shellfish, Soy, & Wheat. But, there are others too! I know of people with severe allergies to peppers, and have heard of corn allergies. These people need to feel safe too! Current government regulations don’t regulate the labeling of any allergens other than the top 8, so that’s all that people seem to pay attention to. Special attention needs to be given to all kinds of allergies, not just one allergen or group of singled-out allergens.
Know what you’re serving. Are their anchovies in the Italian dressing or Worcester sauce? Is this fried in peanut oil? The server shouldn’t necessarily need to know off hand, but this information should be able to be provided upon request. Having it in written form would be tremendous. (We could go into other special dietary needs here too… not an allergy, but I have an aunt with Diverticulitus who needs to know if there are seeds or nuts that may be ground up and hidden in things like dressing or soups or bread.) Listing all this on a website would be excellent.
Separate locations & utensils for allergy-free meal preparation. Cross-contamination is huge. I don’t worry about a mutant lobster crawling into my mouth by itself… but I do worry (immensely) that some scallop juice might be on the grill where my steak was cooked… or that someone who just made a shrimp cocktail didn’t wash their hands before making my salad. I’d love to know that the place where I’m dining has a fish or shellfish only fryer, separate grill spaces for different kinds of meat (even a vegetarian/vegan section would be cool), even separate cutting boards, prep areas, knives, and other utensils.
Keep the nuts off the salad bar… near their own station.
Hey Subway, don’t put the “seafood” sub stuff right next to the other lunchmeat, and don’t cut those subs with the same knife you use for all the other subs!
Ability to accommodate the unusual. Say someone has an inhalation allergy to peanuts… Can you seat them somewhere so that the people at the next table are able to order some peanut-encrusted dessert without throwing them into an anaphylactic fit? Can you do this without rolling your eyes, sighing, and making it a big deal?
Special markers/identifiers. I saw a commenter note this in the comments on the Allergy Eats blog post, and it’s absolutely brilliant. Something ought to be a literal red flag… in the system, on an order ticket, on the check, on even the plate itself. Everyone knows that orange-rimmed coffee pots mean decaf. Why not red for allergies? Or get crazy & assign a color to each of the top 8 & one for “other” allergies? Did I read that Legal Sea Foods does double-plating or something to that effect? It’s genius. I’d like to extend the symbols idea to the menu too… why not have some sort of system with easily recognized food allergy icons?
![Hello,
I was wondering if anyone had time to try and complete my maze while considering bringing back cocktail-sized Jewish Rye.
The ground caraway was awesome, because it isn't a potential diverticulitis disaster like whole seeds are.
My wife wpuld [sic] use it to make this delicious lemon pepper cheese appetizer, and I like to make tiny Reuben sandwiches and pretend I am a reformed King King that no longer has to eat people sacrificed to me on Skull Island.
The mini pumpernickel is cool just because of the etymology. I mean? It has to be the most metal bread out there.
How can you discontinue such wonderful things?](https://aixelsyd13.com/wp-content/uploads/2023/01/wp-1674692091553.jpg?w=220)
World (and Lunar) Domination 