WW
Wendy W
1 reviews | Active since Apr 2021
12 Apr 2021, 08:17
Poor after sales service
The after sales service from leather gallery has been beyond poor. Reported a problem with a rug I bought which had matted. Sent a complaint and photos 5 months after purchasing which was not dealt with. I had to follow up and 4 months after lodging the complaint I was told that it was out of the guarantee period and the matter would not be discussed. When I reported the matter the sales lady looked up the purchase date and told me that there was a year guarantee. Leather gallery took 4 months to delay the claim to now tell me that my purchase is out of guarantee. Very arrogant attitude and LG certainly delayed the claim. Very disappointing service.
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Leather Gallery's replyOfficial
31 May 2021, 17:00Good day Wendy, We sincerely apologise for the inconvenience experienced. On the 16th of December 2020 a query was partially lodged by the salesperson from the Clearwater showroom about this issue. Unfortunately, the correct procedures were not followed and a customer query ticket was not created by the yourself by going onto the website and lodging a customer query and filing in the form provided. Due to the customer query form not being filled out online, it did not come through onto our ticketing system. We cannot simply rely on word-of-mouth translation between showrooms and our customer service team at our Head Office, as this can cause information to be misconstrued and important details to either be left out or misunderstood. When this issue was reported to the salesperson in the Clearwater showroom, the customer was informed that there was a warrantee on the carpet. However, we do not offer 1-year warranties on carpets as stated by the customer, we only offer 6-month warranties. Should the customer have requested, the 6-month warrantee certificate could have been printed and signed to show proof of warranty. As mentioned by the customer to the salesperson, the matted section of the rug was in an area that received a large portion of traffic as it was directly in front of where people sit, and so it was used frequently. ****gy rugs are known for being matted and pressed down when used frequently. To keep them fluffy and standing up they need to be vacuumed and brushed out often, especially if they are located in a high traffic zone. Kind regards,Customer Care
Leather Gallery's reply31 May 2021, 17:00
Official
Good day Wendy, We sincerely apologise for the inconvenience experienced. On the 16th of December 2020 a query was partially lodged by the salesperson from the Clearwater showroom about this issue. Unfortunately, the correct procedures were not followed and a customer query ticket was not created by the yourself by going onto the website and lodging a customer query and filing in the form provided. Due to the customer query form not being filled out online, it did not come through onto our ticketing system. We cannot simply rely on word-of-mouth translation between showrooms and our customer service team at our Head Office, as this can cause information to be misconstrued and important details to either be left out or misunderstood. When this issue was reported to the salesperson in the Clearwater showroom, the customer was informed that there was a warrantee on the carpet. However, we do not offer 1-year warranties on carpets as stated by the customer, we only offer 6-month warranties. Should the customer have requested, the 6-month warrantee certificate could have been printed and signed to show proof of warranty. As mentioned by the customer to the salesperson, the matted section of the rug was in an area that received a large portion of traffic as it was directly in front of where people sit, and so it was used frequently. ****gy rugs are known for being matted and pressed down when used frequently. To keep them fluffy and standing up they need to be vacuumed and brushed out often, especially if they are located in a high traffic zone. Kind regards,Customer Care