What email service is best in your opinion?

Is customer service a blessing or curse?

• Here is the Scenario of the incident happened with Harvey Norman Furniture. As a consumer I would like to know the honest opinion of you all. Me & my husband bought a very beautiful apartment. As every excited couple we kept thinking about decorating our home. We started our weekend trip to different furniture stores to buy a lounge with having pre-defined budget set. After 2 months of intensive search finally we gave our heart to the Lounge we saw in Harvey Norman Auburn. Lounge was beautiful & within our range. Price $1599 including delivery The delivery man told my husband that it won’t fit in the lift. So my husband suggested him to take it through stairs. The delivery man said that he can take it through stairs but there are risks involved. My husband was ready for that but delivery guys didn’t want to put an extra effort and so they told that we have to pay any extra $350 in cash for getting sofa in my home through balcony. My husband called Customer service requesting that we have already paid for delivery and it’s their responsibility to get the sofa to our place but they were less than helpful saying we have to pay $350 to get sofa. After this incident as any normal person I really got frustrated with them because before few days only we order the King size mattress and the delivery man brought it through stairs. So I straight away send them a emails saying the following lines:- We are not going to pay any extra money and that if you didn’t resolve our matter I will get you to Consumer affairs and if not I know how to take care of you. Next day I called their customer service. I told the lady that it was their responsibility to get the sofa to our place & she told me that it’s in there Term & Condition stating that if the product doesn’t fit it’s the customer responsibility. Funny Condition but with a loophole :- I agree if it doesn’t fit in my house it’s my responsibility but if it doesn’t fit in my area or lift or stairs or country is that my responsibility too. No it’s not for clear. Rather than solving my problem she kept saying that I send them very threatening email as if I was threatening to kill them. No I was not; I did threaten them with consumer affairs. She was not helpful and so I told her that I need to speak to their manager. I realise that there was no point in getting angry and that I should calm down. In my heart I was very positive that manager will understand my problem and sure will get some solution. I receive the call from Franchisee Manager. I was very hopeful till the time manager told me that he is cancelling my order and he don’t want to do business with people like me. He told me that I was threatening his staff and him. Funny he kept saying that rather than mentioning anything about my lounge delivery. I apologise saying him that anybody will get angry in my situation. I told him that the delivery man said that it can be taken through stairs but according to him the delivery man said that it can’t be even taken through stairs. Finally they cancel my order. My mistake was that I got angry but why? If they would have done their job properly in the first place this wouldn’t have happened. Such Waste of time and we now have to start all over again. After few days passed from this incident, my mind was still not at peace. So I decided to call two different Harvey Norman stores. Store 1 :-  I told the Sales rep that I’m interested in buying that lounges online but I have few concerns regarding the delivery.  The sales rep first offered me the free delivery included in the price of lounge.  I told that we don’t have any lift in our apartment and the only way is through stairs. We live on the top floor of the building.  Sales rep was very kind and said to me that he will send an extra delivery man’s (in total 4) so that they can take it up to stairs & also said that he will charge an extra $70 for 2 extra men’s effort.  I was really happy to know that it will only cost me $70 as compared to $350. Store 2 :-  I told the Sales rep that I’m interested in buying that lounges online but I have few concerns regarding the delivery.  I told that we don’t have any lift in our apartment and the only way is through stairs. But I guess that the lounge won’t fit in our stairs either. So is it possible for you to get it through balcony  Sales Rep was 100% sure that my lounge can go through Stairs & will cost $90 for delivery, but I kept insisting saying that what if it doesn’t?  I said again that they can use crane and put it in my balcony.  As sales rep was not sure he confirmed it with his manager & said to me it’s impossible to use crane to lift lounge to top floor & advise me that he can send delivery man to ensure that it will fit in our stairs.  Still $90 is way cheaper than $350. Anyways I have already forgiven People from Harvey Norman AUBURN but it’s for sure I’m not going to their store again.

• Answer:

  Speaking as a small business owner... customer service issues are a blessing for me because it gives me the chance to not only fix the issue but also to build a positive relationship with the client. However, I've seen many business owners who gave great customer service when the business remained small. The bigger they grow the worse their customer service becomes.