UnBranding by Scott Stratten & Alison Stratten

Author:Scott Stratten & Alison Stratten
Language: eng
Format: epub
ISBN: 9781119417019
Publisher: Wiley
Published: 2017-09-18T00:00:00+00:00

Note

1. https://bebangles.co/blogs/blog/someone-set-a-post-office-box-on-fire-and-australia-post-sent-the-burnt-remains-to-our-customers

Lesson 52

Sears and Our Right-Handed Chair

We bought a chair at Sears this year for our anniversary. Alison is actually sitting in it right now writing these words. It's a chaise longue—you know the style, long and comfy with a single armrest. We'd never bought anything major there before, but while wandering through looking for something else, we saw the style of chair we wanted and placed the order. It was a custom piece so we booked a delivery time six weeks out (at no additional charge) and paid in full. We included an insurance plan, because the furniture in our house needs that kind of thing.

Six weeks later, the day had arrived and we were all set. A third-party delivery company arrived and less than happily brought the chair up to our bedroom. The delivery men left the chair wrapped up and handed Alison a piece of paper.

Delivery person: “Please sign here, Ms. Stratten, and check off these boxes.”

Alison looked at the paper and there were some initialing to be done to guarantee we had the right chair. Only problem was, it was all wrapped up.

Alison: “I can't sign this because I haven't seen the chair. Can you please unwrap it or wait until I can?”

Delivery person: “You just need to sign it.”

Alison: “No.”

So they unwrapped the chair. Alison signed the paper and they left. All was well in the world—until Scott came to see the chair and realized something was very wrong.

Scott: “Didn't we order a right armrest? This chair has it on the left.”

We'd ordered the chair with a right armrest because Scott needs it on that side for his bad shoulder—a pretty important part of the whole “custom chair” decision. So Alison called Sears and spoke to the salesperson we'd initially ordered from.

Salesperson: “That is a right-side chair. That's what you ordered.”

Alison: “But the arm is on the left side and when we bought it we clearly said we needed it on the right side. We even sat in the chair and showed you exactly what we needed.”

Salesperson: “That's how chairs work. It's right sided because when you look at it straight on, the arm is on the right side.”

Alison: “No.”

It seemed to us one would judge a chair not by how it looks facing it but how it is when actually sitting in it.

Salesperson: “Well, we can take back the chair and get you another one. Or you can keep that one and we will give you a 25% discount back on your Sears card.”

Alison: “We don't have or want a Sears card. Please come and get the chair and we'll order a new one.”

Salesperson: “Why don't you keep the chair until the new one is ready? It will be six weeks. Just keep it as is and we'll pick it up then”

Alison: “I don't think you've met our children/dogs/cats/us. I can't possibly promise to keep this chair brand new for six weeks. Please come and get the chair and order another one.”

Salesperson: “Ok, I will just need your credit card to charge you for the second chair.

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