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| - Ah yes...time again for some new living room furniture. After getting new sofas every couple of years, we decided to give some leather furniture a try.
We found a couple of beautiful pieces and got a quote from our salesperson, Jeff. We thanked him and went to check out some competitors' options to compare. I'm not a huge fan of the all-day shopping events, and my preference was for the Haverty's pieces, so I decided to go back and see if Jeff could knock off the shipping charges to keep the price around 3 grand.
He looked incredibly annoyed (and why wouldn't he...it eats into his commission). He had to "speak with someone" about getting the price down. He also asked if I would buy today if he could get the price of the shipping knocked off. Which of course, led to my belief that I'd be pulling out my wallet in a couple of minutes.
Here's where my decision to find a new store, or at the very least, work with another salesperson comes into play. When speaking with Jeff, I expressed that I wanted to stay around or under 3 grand to stay within my budget...that...and...my wife wasn't exactly thrilled about purchasing a leather set to begin with.
Annoyed that I was asking for "free shipping" ($120) on a $3,000 purchase, Jeff decides that the best thing to tell me...is...that I should have been looking at furniture I can afford. Did he really just say that? There's no way I heard that, right?
Now there's two sides to me...the one that could have handed him my business card and discussed the difference between the words "budget" and "afford," and the one that was in total shock as he walked away to talk to a manager.
While my nature tends to lean towards the former, I was certain that any discussion past this point would have been a waste of breath.
To be fair, i was already receiving a $100 discount for every thousand I spent (not including the $300 warranty). Since the price only came to $2700 without taxes and warranty, it would only be $200 off.
I walked in to speak with Jeff for a deal on shipping. I was prepared to leave and buy elsewhere if he was unwilling to negotiate.
The only reason I'm updating my review is to bring light to a poor choice of how to speak to a customer and an unwillingness to be flexible.
Profit margin is considerably higher in the furniture business than in most other retail outlets. As a returning customer I expect some flexibility in maintaining the relationship. Acting like the $120 delivery charge would bring the net profit below all costs was absurd...and if it's not absurd...Haverty's business model must be.
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