Mistakes are a fact of life. Everybody makes mistakes, even Gallery Furniture. It's what you do after the mistake, how you make it right, that counts.
About a month ago Don R. came in to buy furniture for a piece of rental property in New Mexico. He's been a customer for 15 years, and bought a Tempur-Pedic sleep set, a chair, and a floor model sleeper sofa. At the time he said he'd pick up the furniture in four weeks.
A few days ago he called to say he would be at Gallery Furniture on Wednesday to pick up his furniture. That's when the mistake cropped up. Someone had sold his sleeper.
Don was offered a choice. Gallery could have a replacement made by the manufacturer and then deliver it to his place in New Mexico in a couple of weeks or he could pick out another sleeper sofa. Don thought about it but he had short window to get furniture into the rental, so he decided to pick out another sofa.
He looked through the store for a similar sleeper but didn't find one that would match his chair. So Don was told to look at the sleeper sofas with Tempur-pedic mattresses, a sleeper that was a bit more expensive than the one he originally bought.
After a little arm twisting, Don agreed to take the more expensive sofa and a matching chair, without having to pay more.
After all, Gallery Furniture had made a mistake -- and as Don said, "Gallery makes it right. Very right."
Don has been a customer for 15 years, and says he's still a happy Gallery Furniture customer.
As Don said, "Gallery makes it right."
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