text: This is a letter I just sent to Frys name changed to protect privacynnnThis is a comment on good and bad customer service and how to lose a customernnSaturday we visited Frys in Surprise There we found the perfect reclining loveseat Nicholas loveseatconsole We are on a fixed income and both of us have leg problems so finding a loveseat that fit both of us and was within our price range thanks to a recent small windfall was truly a miracle nnWe flagged down an employee Ian and he sat and talked with us for quite a while answering our questions Eventually he went to check stock and found that there were none in the back He said that a shipment would be coming in possibly the next day but certainly by the end of the week shipments being on Tuesday Thursday and issued us a raincheck He assured us that he was taping the store copy to the furniture computer screen and that we would be hearing back We left having found a piece of furniture and made a friend in Ian a great employee promote him when you cannnBy last evening Friday we still had heard nothing so we stopped by the store The first indication of trouble was that the loveseat was no longer on the floor We asked an employee to check the raincheck for us and she returned with Ian and another man This man was unkempt shirt hanging out and rumpled and no name tag and he never introduced himself He told us that the store would not be getting any more in and that the floor model had been sold We asked if any other stores had them and he told us nope I sent an email out for someone else a few days ago and no one else has one Then he left to deal with another customernnWe were stunned Ian looking quite embarrassed informed us that apparently it had happened on Sunday or Monday his days off and he did not realize that we were not the ones who had purchased it He also informed us that the mystery man was his supervisor The supervisor returned about then and we asked why we were not called and given the opportunity to purchase the loveseat given that we had prior claim with the raincheck He gave a blank look offered no explanation and in fact did not say anything no apology no is there anything I can offer to make this right nothing After an awkward few moments where we all waited to see what was going to happen my husband informed him that he was quite angry and we were leaving He shrugged and walked off Ian apologized again and asked us to please come to him in the future if there was anything he could help us withnnWe had grocery shopping to do last night Instead of spending our money at Frys we left the store and went to your competition Over the years quite a number of pieces of our furniture have come from Frys This will not be happening again We may be back for groceries in a pinch But this complete lack of appropriate customer service left a bad taste which we will be sharing with our friendsnnWe have no expectation at this point The loveseat is not apparently something that can be ordered I am writing this because I work in Marketing at a small local nonprofit and this is the type of information we use internally as a teachable moment I would like to believe that you will retrain this supervisor in customer service standards I would like to believe that future customers with a raincheck will find themselves contacted before the floor model is sold But it will not be to usunnnNeedless to say no we would not recommend this Frys