Sometimes, it is the little things that please a customer! Read below...
Gallery Furniture's Service Department professionals received a kind word from David B. of Houston, a man who needed a very specific item for a recliner he had bought in 2002. He contacted Mike Kelly of the Service Department after a long search for a recliner part...
Below is his tale as he told us via e-mail:
"About three weeks ago I was sitting in my recliner when a sharp popping sound came from the recliner. I could tell that something had happened but didn’t turn the recliner over at that time to try and see what it was.
A day or two later I found a small piece of metal on the floor that I figured was from the chair. I turned the chair over and saw a spring dangling from the frame. The eye in the end of the spring had broken accounting for the piece I found. I removed the spring and decided to see if I could find a suitable replacement in my immediate vicinity.
After several trips to local hardware stores it became clear that none of the standard expansion springs would work; I even tried a web search and came up with nothing.
I knew then that my only chance for finding a replacement spring would be Gallery Furniture. I had my paperwork from the time the chair was purchased in December of 2002, called the number and asked for help in finding a replacement spring. The operator connected me with Customer Service and Mike Kelly answered the phone. From the very first word Mike seemed interested in helping me with the spring replacement, it was very reassuring. When I described the spring he seemed confident that Customer Service would have the needed part, and suggested I come over and it could be checked out. I asked him if I could e-mail him a picture and confirm the replacement part was available before I drove the considerable distance to Gallery Furniture and Mike gave me his email information.
The following morning I called Mike back and within a short time he confirmed that the part was in stock. I told Mike I would come over right away. When I got there Mike was very busy answering the phone and dealing with people; he asked me if I could wait a few minutes which I was happy to do. After a short time he referred me to James who took me back to the service department and gave me the needed replacement spring.
I was overjoyed to get the spring; after all of my looking at hardware stores and on the internet I had begun to wonder if I could ever find the right one.
The spring is now installed and the chair is working perfectly; I’m truly grateful that my spring search had such a positive ending and I actually enjoyed meeting Mike, he’s a special person and an asset to Gallery Furniture.
Sincerely,
David B."
Wow! That's a great tale from David B. of Houston, who had provided Gallery Furniture with a lot of information for the team to work from - according to Mike Kelly of Service: "David sent over a detailed PDF of the broken spring, showing dimensions, wire width, length at rest of the spring, everything - I knew, though, just when I saw the picture that we did have one."
Gallery Furniture is here for Houstonians both before and after the sale. It's not hard to practice great service, most furniture stores in Houston won't bother once they sell you something. That's what sets Gallery Furniture apart from the other guys in town - that desire to go the extra mile. Gallery Furniture - delivering great furniture and great service... TODAY.
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