I am searching for a stackable washer and dryer and was looking for available financing. My credit is not great but I'm working on improving it. I came across luthersales website, found a set and did the quick 3 minute application. They openly state they help people with poor credit. What really upset me was the lack of communication from them. No one called, I received no letter, nothing. I've read the reviews talking about how great the customer service is but now I wonder if that is just for the customers that have excellent credit.
**Eric - in response to your reply, first of all thank you for answering so quickly.
I did this application well over a month ago so the assumption that the holiday weekend is causing a delay in response really isn't feasible. I should've given a timeline in my review. I picked what I was hoping for and chose the payment plan and did the application. Luther Sales pulled my credit report and the next thing I knew my cart had been emptied and I waited for a response, which never came. Not even in the junk mail box.
Response from LutherSep 8, 2020
Hi Jill,
Please accept my apologies for any frustration we may have caused to you. Be assured it has absolutely nothing to do with good or bad credit.
There are several possibilities. For starters a reply may have been sent to you and is sitting in your junk email or clutter box. While that may not be the case it is also possible that the holiday weekend has caused a delay till our credit department returns on Tuesday.
I can tell you that we are hard at work building out a new platform that will very much improve the overall experience. Automated responsiveness is part of that development. We are also adding lenders to our platform designed to approve more applicants if not through our own in house program through other instant credit solutions from 3rd party providers that we have strategically partnered with.
We expect to have one of those partners in place later this month. If for any reason, we were not able to get you approved through our own in home solution, be sure to check back with us regarding an alternative solution.
Again my apologies and be assured it is our goal to delivery a solution to include as many applicants as possible.
Wishing you well, stay safe!
PS Jill please know upon receiving your edited review I have pushed this to our operations area who I have tasked with getting us some clarity. Feel free to reach out to our credit department later this afternoon
Eric
Eric D Glickstein
President
LD
Liz D.
No refund
Just an update on my sectional experience and the Covid excuse, as well as a tropical storm excuse, and many many others. I email EVERYTHING. I do this to have a track and written correspondence so that nothing can be disputed. While I appreciate the president's feedback about my awful experience, here is what I will say.... After being so extremely disappointed, being told many different things and having the delay blamed on everything from Covid, to tropical storms, to bad cell phone reception, to you name it, I asked for a refund. I got an email from one person saying it had shipped so I couldn't get a refund. I then emailed my rep Kerry, who never replied. Not until I left my first bad review on this website. Then I got phone calls, an emails... all sorts of replies. She said I could get a refund and that it hadn't shipped. Later I was then told because it shipped I had to pay a restocking fee.. Now wait, it shipped, it didn't ship. My head is spinning and I can't keep up. What I can do President of this company, is show you 6 MONTHS WORTH OF EMAILS of misinformation by your staff!! The final email saying it probably WONT SHIP TIL OCTOBER, NOVEMBER, MAYBE DECEMBER!! Now, being so frustrated and angry, I asked for a refund. The restocking fee was waived because it was no fault of mine, keeping in mind-NOTHING HAS SHIPPED, but thank you so much for not charging me a restocking fee! I said in an email, I found another sectional here near me, in stock, delivering 1-2 days, refund my money asap. Your company, on wanting customer satisfaction, knows how angry I am, and what do you do? YOU MAIL A CHECK!!!! I emailed and said, just so I understand, you're saying you placed a $1200 in the regular mail? So, there is no tracking information, nothing to sign for? Yeah, no reply to that email. You have my card info and all of my bank info. This is how you took your money. Yet, a hugely dissatisfied customer and you choose to fix this by placing my refund in the mail? 5 days have gone by and I have to receive it. No worries, mail from your state to mine takes between 3-5 days, and if you'd like to throw the ole Covid excuse in there I'll give you an additional 3 days. No worries about me returning, I actually used you all 7 years ago when I got divorced and purchased my sofa and loveseat. That was much smoother and my sales guy was great! I imagine, that you probably mailed me a check because the amount you are refunding is going to be different than what I paid. In which case, I have something in store for that as well. I have been waiting on this since I knew it would be the tactic you all would use. I have printed all the transactions that were paid to your company. I highly doubt the check has even been mailed, so, my suggestion is to expedite this refund and for you all to never send a check in the mail.
My other suggestion, is to not sale furniture. Clearly you all are not good communicators and have zero idea what is going on with the furniture and do a good job at blaming everyone else and the weather. Just stop selling furniture.
Response from LutherAug 26, 2020
Liz, I am very sorry for the frustration and anger we caused to you. I can tell you that our existence of 50+ years in business is not built on excuses.
I can also tell you that COVID is not an excuse, it really is happening and impacting our lives both professionally and personally. Not only is COVID not an excuse and a reality of the world we are living in, but Tropical Storm Isais was also not an excuse. Isais greatly impacted Long Island, NY our headquarters leaving team members without power for as long as 2-weeks.
To your point regarding our lack of communication be assured it is being addressed as we review our internal processes to see where they broke down. I have been part of this company for 27-years and while I would never tell you we are perfect, I will tell you as evidence of our 4.5 Trust Score out of 5.0 with Trust Pilot that we most often get it right and exceed our client expectations.
Again, I absolutely understand your frustration and agree that we failed in our consistencies to follow up and keep you updated on the status of your order. There is never a reason to not call a client even if you have nothing new to report. I learned a long time ago that simple call to the client saying "I just want you to know that while I have no further updates, I wanted to check in and let you know that we are managing that process", goes a long way.
Contrary to your beliefs that we should exit the furniture space, we are not quitters; we are survivors. Your comments while hurtful also inspire our entire team to do better. COVID in particular has made distribution and delivery of furniture exceedingly challenging. Our entire showroom is virtual and while in normal times inventory is readily available, during these times the demand is far greater than the supply leaving the entire trade scrambling to secure product. Families are spending their money on home furnishings at record pace in lieu of dining out, movies, vacations and other areas of entertainment. This is at the root of the problem not to mention a scaled back workforce of factory and warehouse workers as a result of COVID.
Please know I would welcome the opportunity to have an open dialogue providing you an in depth understanding related to the struggles of the industry. Countless articles can be found in trade journals or by googling validating my comments here.
I'm hopeful you will consider my offer to speak and look forward to those conversations. On behalf of the company and myself, we absolutely owe you our deepest apologies.
Wishing you good health and safe times!
Eric
Eric D Glickstein
President
AJ
A J E.
Website says they want to say “Yes”. That’s bull!!
Luthersales doesn’t want to work with you. It’s a lie. Their website says they say “Yes”. Well that’s bull. I’ve worked everyday in the same job for 6 years, my bank account has no insufficient funds or overdrafts, the only thing is I attempted to help a family member in a loan and they didn’t pay it. Twice. I should’ve learnt the first time but it was family. This is why my credit score is low. Anyway, luthersales absolutely did not want to work with me. Oh well, can’t make someone take my money. Just thought this may help others no what they are getting into.
Your reply still doesn’t change the fact that I’ve been employed with my current employer for 6 years, have a bank account that has seen not one overdraft or non-sufficient funds against it, and you all didn’t even attempt to inquire of my situation in order for me to let it be known that my credit score was where it is due to my attempt at helping a family member. Which it is taking me forever to get the score back to a satisfactory number. Anyway, I will keep looking until I do find someone that will work with me. A steady income, direct deposit weekly, and the fact that my checking account is in good standing will mean something to someone. I’ve been sleeping on the same mattress for almost thirty years and it’s got broke springs in it that have poked holes through it for which I’ve had to take pliers and pull the spring up and cut it then duct tape the hole up plus it’s been flipped turned and everything else possible to try and keep from waking up hurting every mornin. The Lord knows I’m good when it comes to my bills so I’ll be sleeping comfortably sooner or later. I just have to find someone to work with me and evidently it’s not luthersales. I’ve slept on this mattress this long, a lil longers not gonna hurt me to bad. I apologize for taking up your time.
Response from LutherJun 24, 2020
HI AJ
I'm sorry we were not able to get you approved. Please know it is not an independent decision that I can change. We have been around for 50+ years and really have done all we can to design a program with inclusivity in mind. There are many factors that go into a decisioning model.
In our continuing efforts to increase our approvals we will be adding other lenders to our platform sometime later in 2020. The goal being, an increase in the number of approvals as a percentage of all applications received.
Be assured, we do care and empathize which is why I wanted to take the time to respond to your review.
Thank you for understanding
Eric
Eric D Glickstein
President
SH
Shirley
Ordered furniture in March still do not…
Ordered furniture in March still do not have it today June 15. Was told repeatedly by several people at company several different dates for delivery to no avail. Overall customer service was horrible my experience with the company has been frustrating and I will not be a repeat customer again
Response from LutherJun 16, 2020
Shirley,
You have every right to be frustrated. We certainly have not met your expectations and for that please accept our apology. I typically do not believe in excuses as in the end its all about results but I must admit that this COVID-19 has really impacted the entire supply chain. I assure you that the supply chain challenges are not specific to LutherSales but to the furniture industry in general. As production was halted for up to 3-months overseas business continued for many online sellers including us. The factories all insisted they would catch up but unfortunately they have not resulting in a big backlog. To make matters worse many of the commitments we are given end up being revised resulting in further production delays.
In spite of it all you have been unbelievably patient and for that I say thank. I do understand we finally have you scheduled. After you receive delivery, kindly reach back out to me offline and be assured we will have something to offer you to try and make it right.
I'm hopeful that in spite of your comments indicating that you will not consider us again in the future that you might reconsider at a later time. If not I certainly understand and again offer my sincerest apologies.
Wishing you well, stay safe!
Eric
Eric D Glickstein
President
GG
gloria G.
I am still waiting for my furniture to…
I am still waiting for my furniture to be delivered! I placed my order back in April and I have not received my furniture. It is now June. I'm hoping to receive my furniture before, July. I am extremely upset!!!
Response from LutherJun 16, 2020
Hi Gloria
You have every right to be frustrated. We certainly have not met your expectations and for that please accept our apology. I typically do not believe in excuses as in the end its all about results but I must admit that this COVID-19 has really impacted the entire supply chain. I assure you that the supply chain challenges are not specific to LutherSales but to the furniture industry in general. As production was halted for up to 3-months overseas business continued for many online sellers including us. The factories all insisted they would catch up but unfortunately they have not resulting in a big backlog. To make matters worse many of the commitments we are given end up being revised resulting in further production delays.
In spite of it all you have been unbelievably patient and for that I say thank. Assuming you remain patient and wait out the process, kindly reach back out to me offline and be assured we will have something to offer you to try and make it right.
I'm hopeful that in spite of it all we can try and win over your confidence. If not I certainly understand and again offer my sincerest apologies.
Wishing you well, stay safe!
Eric
Eric D Glickstein
President
LU
Luvvss
The quality is horrible for the price…
The quality is horrible for the price paid very disappointed loose strings prior to first was poor stitching and poor stuffing .. customer service great as always
Response from LutherMar 27, 2020
I am so sorry for your disappointing experience. Please know we really do care. The very purpose of Trust Pilot and why I selected it as our review platform was to ensure that we would be accountable to our clients. Good or bad, we wanted to ensure a process that does not allow us to hide behind a clients negative experience.
I know we are not perfect but I also know that our average review on Trust Pilot is 4.4 out of 5. Please know, I would love to learn more about your experience and can be reached offline if you want to call my office or send an email.
Assuming we can regain your trust, be assured I will personally manage your next transaction and will work very hard to earn your business.
Wishing you well and good health. Stay safe.
Eric
Eric Glickstein
President
MI
Miriam
We did not have the best experience…
We did not have the best experience this time.
Response from LutherFeb 28, 2020
Miriam,
I am very familiar with the frustration caused to you resulting in your disappointing review. Please know I support your frustration and take full responsibility. I have been with Luther for 27-years and as evidenced by our 4.3 Trust Score we usually get it right. I will not make excuses as I believe that to earn your trust and business we have to deliver results. Not just any results; results that turn your review from 1-star to 5-stars. Be assured, our team is working hard to make this right. All I ask is that if we do get it right and you feel like we turned a negative experience into something positive, I ask that you acknowledge those efforts. In the interim,please know I am always available to you by both phone and email. Please do not hesitate to reach back out.
Again, my apologies for failing to meet your reasonable expectations.
Eric
Eric D Glickstein
President
JA
James
Company changes bank and inconvenience…
Company changes bank and inconvenience the customers with the change of payroll. Then continues to email and call after you notify them.
Response from LutherDec 17, 2019
James,
Please accept my apologies. I certainly understand the inconvenience of updating your payroll allotment payment. Unfortunately, our prior bank was exiting the space and we made a decision to change to Wells Fargo. In fact you will see that we tried very hard to use a very similar account number sequence recognizing the inconvenience caused to you and all of our customers.
Once you have made the change you should no longer receive communication related to this matter. Feel free to reach me offline if you would like to discuss further.
Thank you again for understanding
Eric
