We called Ms. Pennenga before we sold the sofa to find out her intentions since she missed her assumed pick-up date. Ms. Pennenga did not answer the phone or attempt to contact us. She was concluded to be a "no call, no show." Unfortunately this is not uncommon in our business. We get customers all the time who say they can't live without a certain item, promise they want it, then disappear. After the sofa was sold, Ms. Pennenga received a phone notifying her of the sale. Again she did not answer, so we left a voice mail. She then called back immediately, angry. She says we confused the pick-up date. This was all verbal arrangement. I apologized and offered a discount on anything else she might want. Ms. Pennenga refused. She wanted me to take the sofa from the other customer and sell it to her. That scenario was not an option. Also note that Ms. Pennenga was not charged a deposit fee. There was no monetary loss. Just hurt feelings. I'm sorry if she felt wronged. We attempted to reach out when she missed her pick-up, apologized for any confusion, offered a discount to help heal the wound, and did not charge a deposit fee. I'm not sure what else we could have done to make her feel better... short of taking the sofa from the other customer.
Furnish Me Vintage Store Profile
|8/15/12 8:25 PM|