LutherReviews of luthersales.com

Response from LutherMar 15, 2021

Hi Steven, I am sorry you feel the way you do. Service is so important to us and while we are not perfect, I think our 4.6 Trust Score is evidence that we normally get things right. Please know that when I read your review last week, I spent some time to learn more about the timeline of events related to your transaction. I tasked our managers with making me smarter and ensuring I understood the timeline of events so that I could respond to your in an educated manner. Here's what I learned, as per our policies, we disclose our restocking fees of 15% on the order form that clients sign. We also disclose it on our FAQ's. The restocking fee policy is very liberal. We only assess in the case of furniture if you cancel after the merchandise has left the factory. Even in cases where we assess the restocking fee we offer an incentive to clients to earn it back if they make a subsequent purchase. We do that by applying the amount of the credit balance as a discount against your next purchase not to exceed 15%. Your frustration regarding the delays as a result of COVID are understandable. We too are frustrated. Unfortunately, these delays are not isolated to Luther they have greatly impacted the Home Furnishings and Appliance industry. The simple fact is demand for both categories is through the roof yet the labor force is greatly reduced. Reduced because these are the kinds of jobs that are at the most risk. Delivery drivers, warehouse people, installers nobody wants those jobs until they get vaccinated. On top of that these are not the highest paying jobs so in many cases people are staying on unemployment where the benefits are significantly higher. In some cases, people are making more money not working. I understand that this is not your problem however, I feel compelled to share the cause of the events resulting in the excessive delays. Feel free to reach out to me offline and I would be happy to continue the dialogue. Wishing you well, stay safe. Eric Eric D Glickstein President

Response from LutherFeb 23, 2021

Hi Leslie, Please allow me to start by apologizing for any rudeness you detected on the part of our team. I can only refer you to the hundreds of reviews on our website in telling you that this is very uncharacteristic of our normal service levels and professionalism. Nothing is more important to us than great service as evidence of our outstanding 4.6 Trust Score on Trust Pilot. Be assured your business does matter and we are sorry for your troubles. We make no excuses however the reality is that our delivery agents are contracted labor and perhaps they were responsible for the rudeness you experienced. While less likely it is possible that maybe you caught someone on our team at the wrong time or wrong moment that resulted in you feeling less then special. Unfortunately, I cannot change that other than to apologize if we made you feel less then important. As for your order experience, I understand that you ran into many challenges in your move that resulted in numerous cancellations to your scheduled deliveries. I also understand that on at least 1-ocassion we showed up and you were not home. Our records indicate that only with your consent were we finally able to execute delivery of your patio set by leaving it at your home even though you were not able to be there...... In spite of us being charged by our 3rd party agents for the missed deliveries and late cancellations we never once passed those charges onto you. Luther absorbed hundreds of dollars in added costs and while it was never my intent to make it an issue, I only mention it in response to your comments. While I appreciate the frustration you may have felt from your move and the delays in delivery resulting from supply chain challenges due to COVID, I think we acted generously in not passing along any of the associated costs which as mentioned were in the hundreds of dollars. Again, if we were rude that is on us and is unacceptable. However on the business side of things, I do not see where we acted in appropriately. As for your Living Room set, we never invoiced you. All monies you have been paying have been applied to your account balance towards the outdoor patio set. Again, my apologies for the delay on the living room set but unfortunately this Ashley living room set along with many others have all been impacted by COVID supply chain challenges. We are not here to make excuses however this is the reality that the furniture industry faces. We cannot change what has happened and I have already spoken to our operations team to see how we can learn from this but under the current environment we are doing the very best in dealing with serious supply chain challenges impacting the entire home furnishings industry. Thank you for understanding and please know our entire team is available to speak to you offline. Eric Eric D Glickstein President

Response from LutherFeb 1, 2021

Hi Chris Please accept my apologies for your frustration. I have spent a good part of today being briefed on your case file. While I understand your frustration, based on what I have learned I think your frustration is being misdirected to us. As I understand, we authorized the return and when the merchant in this case Amazon didn't issue credit Debbie our lead service agent explained that we need tracking from you as proof that you sent it back. The supplier has no record of the return and you have not been able to provide us with any supporting documentation. Provided you would get us tracking or proof that it was received by Amazon we could most definitely work towards getting you fully credited . In this scenario, we would get credit and you would get credit; everyone would be happy. I am aware that we told you as recent as today that if you can provide us that tracking or some form of proof other than your word, we will get this credit processed. I am in receipt of an email from you also today where you said forget it, you don't save receipts and that you no longer cared. You went on in your email to suggest we should just credit you based on your word. Think about what you are asking.......you want to be able to pick up a phone call a merchant and say credit my account for several hundred dollars because I shipped something back. You find it unreasonable that a merchant would require proof of the return or a simple tracking number where we could do the leg work on your behalf. Chris, there are few companies like ours as committed to service however, I don't think your being reasonable to suggest that we should just credit your account back no questions asked based on you telling us you returned something. Perhaps I am missing something, hopefully I am. In spite of your comments, we are extremely reasonable people, highly motivated to service our clients however, I can't be expected to absorb a credit on my end for merchandise returned unless the client has documentation to support the return. Imagine the exposure I would have if I allowed every client to call me for credits on their MacBook, iPhone, TV's and other electronics just by calling and asking for credit. No proof just tell us you returned it and we will issue you the credit. We are happy to work with you but we will require tracking or some proof that your merchandise was in fact returned and received on the other end. Thank you for understanding and again sorry for your frustration. Eric Eric D Glickstein President

Response from LutherJan 3, 2021

Happy New Year Scott and thank you for using the Trust Pilot platform designed to make us better and hold us accountable to our clients. If you looked through the nearly 350 reviews we have accumulated since December, 2019 we have earned a wonderful 4.5 Trust Score and are among the leaders in the community we serve. I trust you have also noticed that I personally respond within days sometimes hours of every review we receive. This includes 5-star reviews, 4-star reviews and of course your review as well. Please understand that I am not here to debate your comments however I think its important to use your remarks to educate other potential clients who use this platform to help them decide if LutherSales.com is for them. For starters we have been around since 1967. We have heard comments like yours from folks who simply don't understand the value we provide. We could not have survived for all these years while employing so many families if we were taking advantage of people as you suggest. Here's something you may not have known about us. All of our clients have the option to pay in full while taking 25% off of our extended payment plan pricing for a period of up to 6-months on select purchases, completely interest free. This is a client choice that we always provide. Secondly, we also offer an additional discount of at least 10-20% for clients who choose to pay in full prior to delivery. Our pre-pay prices in furniture and mattresses are extremely competitive and often less than any local retailer. We have also just partnered with 2-other lenders to make our program more widely available. This new partnership will be rolled out on our new platform sometime in March or April, 2021. Our payment plans, contrary to your comments that they take advantage of low-income, is completely off base. Scotto, I have been here for 27+ years and by far that is the biggest misperception about our business. We have built out business on the concept of budgeted payments over time designed to provide access and opportunity to those with less then perfect credit, limited savings or no access to credit. Perhaps our program is not for you however, there are millions of Americans that have less then perfect credit as a result of so many life circumstances. Take the mom who is recently divorced or the 2-family income that now becomes a household with income for one. How about a family impacted by medical bills or student loans that go unpaid. Should I remind you how COVID has impacted job loss? Let's not forget about the young people who made some bad financial choices and are now turning to companies like LutherSales.com to help them rebuild and restore their credit while getting what they need on terms they can afford. I bet you did not know that we report all payments to the credit bureaus designed to help our clients improve their credit. I also bet based on your comments that we serve low income that we actually serve all incomes. This includes low, medium and even individuals with W2 incomes north of $150,000 per year. That's right even people earning $150,000 can have less then perfect credit and we are there to help them get back on their feet. Fortunately for you Scotto based on your comments you likely have very good credit and can go get what you want and pay for it up front. Imagine but for a second what would do if your child came home and needed a laptop for school and you didn't have the money? What if your refrigerator broke and you needed a new one but did not have access to credit? How would you handle that one. These are just 2-examples of hundreds that I could share. In summary, I may not be able to change your opinion but believe it or not I still appreciate the value of Trust Pilot in allowing us to have an open discussion where I can educate you and anyone else considering LutherSales.com Be assured that while we have never pretended to sell based off of the lowest price, we absolutely deliver value, premium service, reliability and integrity. Where our prices are higher we do not defend them we simply provide optional methods of payments enabling our clients to choose what is best for them. I am sure you also did not know that we offer a 15% discount on extended payment plans to all qualified first time buyers or they can choose from a wide selection of generous gift items. I would welcome the opportunity to speak by phone and can easily be reached if you call our 800 number. Wishing you well, stay safe Eric Eric D Glickstein President

Response from LutherNov 25, 2020

Hi Vikki, Very sorry for your frustration. The furniture industry as a whole has been terribly impacted by COVID. Every aspect of getting product from a factory into your home has been impacted. This includes production delays as a result of production moving from China to Vietnam and/or Malaysia. This also includes a limited workforce due to COVID. Container demand is so excessive that normal lead times on a container were 45-days and now they are 90-120-days. Even unloading of containers and truck shipments have been slowed due to a reduced workforce. Please know I am not here to make excuses as ultimately it is on us to problem solve however the situation has been terribly frustrating. I'm hopeful you can see by our review history that we are not used to 1-star reviews. They are not good for business. In spite of your 1-star review, please know it only serves to motivate us further in hopes that when we do make things right and fulfill your order we will have a chance to earn your business in the future. I am aware that Debbie has been working exceedingly hard and communicating with you. My understanding was that we were all set to get you scheduled however however one of the pieces on your bedroom set had some concealed damages. This was only picked up in our pre-inspection process something we do to avoid us from showing up to our clients home with a damaged piece. The good news I am told is the replacement piece is on its way. Again, my apologies. Please know your business does matter and wish we could control the things that are outside of our control. Wishing you well, stay safe! Eric Eric D Glickstein President

Response from LutherNov 15, 2020

Hi Thomas, I am sorry to hear that from you. What in particular was too much info requested? That is not something I have heard before as we really do try and streamline our in house application process. Perhaps you are referring to our 3rd party partner American First Financial. If that is the case that is not anything we can control as that is their application and their own process. If it is in fact the LutherSales.com in house process I would love to understand what upset you. Thank you and please stay safe. Eric Eric D Glickstein President

Response from LutherOct 14, 2020

Hi Nicole, Please accept my personal apologies for any frustration caused to you. Be assured I have already spoken to our Operations Manager who was quite familiar with your file. Please know we are working diligently with the factory to make things right. I would welcome the opportunity to speak with you offline to reassure you of all the steps we have taken and will continue to take to ensure this matter gets resolved to your satisfaction. I'm hopeful that provided we make right by you that we will be able to earn your trust again in the future. Wishing you well, stay safe! Eric Eric D Glickstein President

Response from LutherOct 3, 2020

Hi David, I am sorry to hear that you had a less than great experience with us. This is not what Luther Sales is about. We pride ourselves on our integrity and transparency with our customers. That is a primary reason why Luther Sales has been in business for over 53 years and have earned a 4.6 Trust Score with our clients. Be assured, I will discuss this experience with my management team to see where things broke down and make sure a situation like yours does not repeat itself. We hope we can regain your trust and have an opportunity to do business with you in the future. Wishing you well, stay safe. Eric Eric D Glickstein President