| rev:text
| - What started out as a 2-star review has happily changed for the better.
I recently moved from a house into an apartment and needed a new couch and dresser. I had read some bad reviews about customers' experiences at Ashley Furniture, so we headed to Walker Furniture instead. It was a busy Saturday. There were plenty of salespeople around to help us. Some were aggressive and sort of stalked us, while others were more laid back and waited for us to approach them. Walker has a nice, large selection of furniture and many affordable items.
We found a couch and dresser we liked, then had a salesperson ring us up. The dresser was in stock, but we were told that the couch wouldn't be available until the next Friday. Our salesman said he would call me Friday to set up the delivery. We said that was fine, made the purchase, and went on our way.
We received no call Friday, so I called Walker on Saturday. A woman looked up my order and said that the couch had not come in. She said a new truck would be coming in on Wednesday and that I should call back then. I called on Thursday and STILL NO COUCH. The woman I spoke to had no idea when the couch would be delivered to their warehouse. We had been in our new house for over a week and really needed our couch. Sitting on camping chairs gets old quickly.
I called Walker several times that day to try to find out why our couch was still not available. At first I got the run-around from a few customer service reps, and two of them even hung up on me. Finally I was connected to the voice mailbox of a sales manager. I left a message but didn't expect to hear back from anyone. I planned to visit the store in person later that day to cancel the order for the couch and get a refund.
Thankfully, a sales manager named Mike called me a couple of hours later. I explained the problem to him, and he was extremely helpful and apologetic. He checked to see when we might possibly receive the couch we ordered. He told me that it might be several days and gave me a few options. He said we could wait on the couch and have the delivery fee waived, cancel the order and receive a full refund, or come to the store and select another couch, even if it cost more than the one we originally ordered, and pay the same price for it. We chose this last option. Mike met us personally at the store. He told us to look around and write down the item numbers for couches we liked so he could see what they had in stock. He patiently helped us choose a sectional couch that was at a similar price. Our items were scheduled to be delivered the next day. We received them early the next morning with no problems.
We found out that the couch we originally wanted was on back-order and that 14 CUSTOMERS were waiting for that same model! I feel like our original salesperson should have given us this information at the time of purchase. Then we could have chosen a different couch immediately and avoided waiting for weeks for an item of furniture that we needed right away. He should not have told us our couch would be coming in a week when that wasn't true. But thanks to Mike's help and concern, I will consider Walker Furniture again for any future furniture needs that arise for us.
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