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:
💻
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
💻
I took the time to send this back…
💻
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?
Stratocaster Evolution / Everything Changes but Guitars (I wish I knew the original source.)
At first, it made me laugh and think “humph, yeah…” in agreement. The more I thought about it though… it’s wrong. How is it wrong?
Well as far as concept cars go, it’s a whole different world from everyday-use practical cars. Nothing has gone all that far from 4 wheels, 2 headlights, gasoline powered. (Yes, there are hybrids and flex-fuel all over the market… but arguably people don’t like them unless they look like “normal” cars.) But, this blog isn’t about cars. I’m sure you knew I was going to talk guitars, because that’s what I do.
There are a ridiculous amounts of varying styles of guitars & guitar innovations out there. Some of them may not be “reinventing the wheel” exactly, but there is always some great stuff happening, and there has been since the inception of the stringed instrument. How do you think we got so many varieties?
Krank Amplification | Evolution Of The Electric Guitar
I agree that too many axe-slingers fall into the Stratocaster or Les Paul shape trap. For years I held a disdain for both shapes… but I come back to them. Why? Perhaps they’re good designs. Perhaps they’re iconic. Perhaps they sound incredible. Perhaps they work. There aremany other options out there. If you find yourself chuckling to and agreeing with this graphic, I challenge you to help me to add to my list of innovative guitars.
Let’s talk about how the guitar is ever-evolving… Shape, materials, string count, innovation, & general insanity.
Indy Custom Flycaster (or Tele-V?)
There are lots of shapes out there past the Stratocaster or Les Paul, whether it’s somewhat normal or custom insanity. There’s the SG, the Telecaster, V’s (Flying, Jackson & more), hollowbodies like the Artcore or Gretsch models, the Explorer, the Ravelle, all the crazy B.C. Rich shapes, the Airline, even the Flycaster. Are there really not enough guitar design shapes out there to satisfy you? The Stratocaster doesn’t need to change shape, because there are plenty of other options out there! I’m barely hitting the tip of the iceberg here. I didn’t even touch on my B.B. Stone, FlipOut, or Batman axes. How many distinct guitar shapes can you name in the comments? (Actual produced shapes, not one-offs!) Bonus for posting or linking to photos.
World’s Largest Playable Guitar being set up at the Carnegie Science Center – Pittsburgh, PA (Photo Credit: Kara / @ohidontthinkso)
The traveling guitar exhibit is at the Carnegie Science Center in Pittsburgh right now. I can’t wait to check it out. It’s got the world’s largest playable guitar. I was lucky enough to get a preview the other day via Twitter. Tell me that’s not an innovation? It will no doubt inspire many to pick up the guitar, or dust off the one they already have. The entire exhibit displays guitars, how they work, their history, & all kinds of fun interaction.
So, next time you think that the guitar has become stagnant, I ask you to go get your hands one one of the many non Strat options above… or even a non-standard Strat option… like a Fat Strat, hot-rodded wiring, or a backwards one. There are plenty of different, innovative, and goofy guitars out there. Rock out on something original!
I have a Fender Mini Twin MT-10 9V amp that I recently dug out of a box in the basement. Obviously I don’t use it much. It’s the one in a plastic enclosure, and it sounds like… it’s in a plastic enclosure. The battery compartment cover has decided to move on to better things. My little Smokey Amp kicks its butt where 9V rocking is concerned, and it drives a cabinet if you wanna get really crazy.
I have the boring MT-10 on the right in the incredibly awesome sounding high-quality black plastic enclosure.
If it looks like a duck, and sounds like a cat getting its tail pulled, it must be a... guitar amplifier?
One of the clamps inside that was supposed to hold the speaker busted off of the plastic enclosure anyway, so it was all in there rattling around.
I have been a fan of the stuff that the dude from Artistic Amplification is doing for a while. The other day I got the brainstorm to turn my Mini-Twin into something like that dude does. He uses the Ruby circuit from Runoof Groove, but I already have guts to a perfectly good amp.
9V me!
All I need is one of those 9V battery connector things(the amp has a stupid box w/ prongs), a fun shell, maybe some longer wires, a drill, some time and I’m good to go. Even my level of poor soldering skills should work for this venture.
These would certainly make badass little novelty amps.
I could possibly route out the eyes of the skull for the Twin Speaker placement. Was thinking the same with with Darth Vader’s eyes, or even mount them in the mouth-piece. Somehow I could maybe even work in that control panel… If the speaker was in the mouth, I could make the eyeballs light up or something even crazier. I can even use the integrated AC adapter, but I have read online that sometimes they produce an additional unwanted hum.
Then again, I thought trolling an antique store or two for an old box or transistor radio or crazy piece of kitsch would be kind of fun. I might come across something that hits me as the perfect vessel for the Frankentwin. (And a wooden box or old leather-covered transistor might sound better than yet another plastic enclosure.)
HELP ME!
I pulled the amp apart with ease… I’m sort of stuck with the knobs. They’re not coming off with a gentle pull, and while other goofy replacements might be fun, I don’t really want to bust these (or the circuit board inside) yet. I guess I’m going to have to try to get something thin in behind them to pull them off.
I’m asking you the reader if you have any tips, tricks, advice, suggestions, etc. Have you done this before? Have you seen anything similar? Have you ever had the urge to build your own amp? Would you buy one if I learned how to make a circuit & started making/selling weird stuff? (Provided it sounded cool?)
I have a few guitar related questions/subjects that I just want to get out there. I really need feedback on these, so please let me know your thoughts in the comments here below… not on Twitter, Facebook, Google+, or wherever I happen to share this link.
Where do you buy (or if you’re like me, window shop for) your gear online?
Here’s my list, but I know there are more good “secret” ones…
Or when you’re traveling… Any shops with killer deals, cool people, great gear, etc.? I’ve noticed more “We Buy Gold” stores popping up with guitars in the window in the Pittsburgh area. Has anyone checked those out yet? I know I was in one of the Pawn Shops on East Ohio Street one time helping my cousin find a guitar… and this old cat took us down some old shady-looking stairs to this long dark room filled with nothing but guns and guitars. I felt like I was in a movie.
I dig these stores…
Lawrence Music – Has been my go-to repair shop lately, close to home, great work, cool people. Also some cool Godin guitars hanging around…
Pittsburgh Guitars – Have had work done there too. Cool cats. It’s the first place where I spotted the FlipOut.
Pianos N’ Stuff – I mean, come on. They’re the legendary area music store.
I know others exist. What are your favorites and why? There are sadly a few that I’ve driven past, but haven’t been in. You may help me decide to go there.
Is there a definitive site (or at least a site attempting to be definitive) with a real complete listing of all guitar brands & perhaps photos of the varying headstocks & logos?
GuitarSquid.com | Flow Chart: Do You Have Too Many Guitars?
I’m guessing that if it did exist, I’d already know about it. When looking at the sub-par guitars online, sometimes there’s not always a good closeup of the headstock… you can make out the 1st letter of the logo or the shape of the headstock… but not the full name. It’s be cool to see an ever-growing list. Most sites I’ve seen resort to “other” before “add”.
I think I have another blog brewing about the insanity that is off-brand guitars & companies like Galveston that don’t seem to exist.
I’d really like to hear about all your favorite guitar-related stuff in the comments below. If it goes well, there will be others. I’d like to talk about modifications some time too.
The square guitar. People have gone out of their way to tell me how ugly it is at shows. People have exclaimed their approval and asked where I got such a crazy instrument. People have just shaken their heads in wonderment or disapproval, sometimes it’s hard to tell which is which.
ERiC AiXeLsyD's Galveston B.B. Stone
Many years ago now (2000 if the date on the photo below from the day I bought it is accurate), I saw it hanging on the wall in a venue where my old band used to play that also doubled as a music store. I had to have it. I don’t know why. It was just absolutely goofy. I had certainly never seen another one. Would I again? Probably not. It had to be mine. I ended up trading in a nice “Cimar by Ibanez” Fat-Strat style guitar that I had recently purchased from Music Go Round in Monroeville just to buy the thing. I paid $75 for the Fat-Strat, and somehow got $125 off of the price of the square guitar in dealing for it.
Girl? No, guitar! - 12/23/2000 - The Day I bought the Square guitar.
At first, I didn’t know anything about it other than it was a Galveston and it had a “Made in Korea” sticker on the back. It took me a while to track down that it was a B.B. Stone model, and that there are only about 8 or 12 of the Galveston brand in the US. B.B. Stone is apparently a Korean blues artist and guitar-builder, and he designed the guitar with Jerker Antoni of Sweden’s Eagle Instruments. There are 24 pieces worldwide, the ones around the world are branded with the groovy Eagle headstock.
I did have to replace the original pickups, as it didn’t quite have enough punch. My friend and musical gear advisor (most likely to his dismay)Dave suggested & helped install some killer GFS pickups. Now the sound is a little better, and it gives an aural kick in the ears to match the obvious kick in the eyes.
Sure, there are other square guitars… like Bo Diddley’siconicsquare guitar, or the George Barris-designed Dragula by Hallmark. This one is pretty simple though, and for better or worse, it’s become part of my rock n’ roll identity.
I have come across other owners, almost bought a black one a few years back, but didn’t have any extra cash at the time. There are a few reviews up at Harmony Central. I’d love to get a hold of the 23 or so other owners out there and get their thoughts on them.
World (and Lunar) Domination 