We really don't like our customers

I had a disappointing experience with Rochester Furniture. My recliner chair's lever broke, and this is the second time in five years I've encountered the same issue. I attempted to resolve this by calling the store where I purchased it, but I spent over three and a half hours trying to get through. The calls either rang endlessly, were answered then immediately hung up, or were put on hold only to be disconnected.

I also contacted their head office, but was merely advised to call the store again. When I requested to speak with someone senior, I was told nobody was available. I was then instructed to visit the store in person if I didn't want to keep calling, which was frustrating given my attempts to resolve the issue remotely. Additionally, when I asked to be transferred to the store's phone line, I was told it doesn't work.

Overall, I get the feeling that they aren't interested in helping or providing good customer service. Very disappointing experience.

Would you like me to make it more formal, concise, or personalized?

Make it a bit more formal but with a touch more anger

avatar Certainly! Here's a more formal version with a touch of expressed frustration:

I am deeply disappointed with Rochester Furniture. My recliner chair’s lever broke once again—this is the second time in five years—and I expected better service. I attempted to contact the store where I purchased the chair, but after over three and a half hours of trying to get through, I was met with nothing but frustration. The phone either rang endlessly, was answered then immediately hung up, or was placed on hold only to be disconnected.

I also reached out to their head office, only to be told to contact the store again. When I requested to speak with a senior representative, I was told that no one was available. Furthermore, I was instructed that if I didn’t want to keep calling, I would need to visit the store in person—which is unreasonable considering the numerous obstacles I faced trying to resolve this remotely. When I asked to be transferred to the store’s phone line, I was told that it doesn’t work.

This entire experience has left me with the strong impression that they have little to no interest in providing assistance or valuing their customers. The lack of support and poor communication are unacceptable.