LutherReviews of luthersales.com

Response from LutherNov 3, 2021

Thank you Tigella for your review. I am sorry for my delayed reply but be assured II had been speaking to Lance upon receiving your review. Please know we really do care and I am so sorry for your experience. I do understand your frustration and only hope you might reconsider in the future and allow us another opportunity to earn your trust and your business. Wishing you well, stay safe. Eric Eric D Glickstein President

Response from LutherAug 3, 2021

Glen I am sorry for your frustration however, your experience seems to be isolated to you. Perhaps it's on your side? We receive hundreds of applications on a daily basis. Be assured if it was happening with any regularity you would see it in the comments on Trust Pilot. While I appreciate your comments regarding my propensity to apologize when we are at fault, your experience is much different then the supply chain challenges that are impacting the furniture and appliance industry nationwide. We have never been afraid to take responsibility. This in fact is why we believe our clients entrust us with their business. We remain extremely proud of our team and the 4.6 Trust Score which places us ahead of most every one of our competitors. Our passion for service is unwavering and while I am sorry for your experience and the chance to serve please know we remain committed to providing our clients with an exceptional customer experience. We believe the comments on Trust Pilot validate our 4.6 Trust Score. Wishing you well, stay safe. Eric Eric D Glickstein President

Response from LutherJul 9, 2021

HI Kmitra, Please accept our apologies for the delay. I do want you to know that upon receiving your review, I immediately followed up with my team and was told that your account rep was reaching out to you with an update. Like you, we are very frustrated by the delays covid has caused to the entire Furniture supply chain. I know that does not help you but I do want you to know we care and that we are doing all we can to apply pressure to the factory. Once we get you delivered, please let your account rep know as we would like to do a little something for you as our way of saying we are sorry. Thank you for your business and for the trust you place in us. Wishing you well, stay safe. Eric Eric D Glickstein President

Response from LutherJun 25, 2021

Good Morning Rosalind, Please accept my sincerest apologies for the poor communication related to the delays on your delivery. There is no excuse and so I will not make one. Be assured I was in the office early this morning and have already spoken with our team to better understand where our system of communication broke down. We are much better then this as evidenced by our 4.6 Trust Score. While I cannot undo the frustration caused to you I would like to speak to you personally and see if we can try and do right by you from this point forward. As a family business of 54-years, we built our business on customer relationships and world class service. I'm terribly disappointed to see your 1-star review and want to earn back your trust and confidence if its not too late. I'm hopeful you can reach out to me as I will be in the office all day. Wishing you well, stay safe. Eric Eric D Glickstein President

Response from LutherMay 4, 2021

Hi J Hall, As a follow up to our conversation, I thought it was important to note that your poor service experience turns out to be with a 3rd party service provider. Without going into detail you acknowledged that this was the result of non payment on your account that dates back to 2017. For the record, in review of our CRM the last communication we had with you directly was back in 2018. While I understand your frustration, please know that your account is no longer being handled by our company. Wishing you well, stay safe. Eric Eric D Glickstein President

Response from LutherApr 6, 2021

Hi Shelley Subsequent to your review which I thank you for sharing, I tried calling and emailing you. Please know it is with my best intentions that I wanted to personally apologize. I understand your frustration and feel awful that we may have lost a great client like you. Business is too hard to lose good clients and we do not take that lightly. Be assured we will continue to work hard in an effort to regain your trust. On a good note, I was told that we completed the bedroom delivery and that you were satisfied with the bedroom set. I am aware that we are working hard to allocate the occasional table set, the final piece of your order. I still remain hopeful that you will get back to me on my direct line. You should know that while we are not perfect, we really do care. That's part of our 50+ years in business as a 2nd generation family business. Wishing you well, stay safe. Eric Eric D Glickstein President Regards, Eric Eric D Glickstein President

Response from LutherApr 6, 2021

Hi Andres, Let me start by apologizing for the frustration caused to you. I also wanted to apologize for the delay in reaching out. The delay was the result of me trying to get to the facts as to what transpired. You should know that I personally take the time to respond to every single review. Your comments good or bad do matter. Here is my understanding of the events related to your TV. Your TV was delivered on March 11, 2021. On March 15, 2021 you contacted us requesting to return as the TV did not meet your expectations. We in turn offered you the option to return the TV in its original carton. Our return policy is consistent with virtually every other E-tailer and Retailer. Unfortunately, we learned from you that you discarded the original packaging and thus we were not able to get a return authorization from the manufacturer. While I understand your frustration, I'm hopeful you understand that if you walked into Best Buy with a TV under your arm and said you were here to return it, they too would not accept the return. Please know I am happy to continue the dialogue offline but wanted to respectfully respond to your review. Wishing you well, stay safe. Eric Eric D Glickstein President

Response from LutherApr 2, 2021

Jacque I am so sorry for the frustration caused to you. We pride ourselves on our customer service as evidence of our 4.6 Trust Score. While not perfect, it supports the fact that we normally get things right. Be assured, we will not be discouraged by your comments and are always motivated to do better. Your angst regarding the delays because of COVID are understandable. We too are frustrated. The effects of COVID have greatly impacted the furniture industry. The demand for furniture is at an all-time high as more people are working from home. This has caused a strain on the supply chain, labor force and manufacturing as factories shut down. As a result, the industry, overwhelmed with orders has had to find ways to restructure their processes to meet the demand. Regretfully, we have seen order projection dates from factories continually pushed out similar to your experience. While not a perfect system, we simply regurgitate projected delivery times based on information provided to us from the manufacturer. When they push back the date with little notice, we are left to be the bearer of bad news which creates the frustration you have experienced. We are not making excuses however this is the reality that the furniture industry faces. We cannot change what has happened but continue to try and push back at our suppliers for a better system. I do think it is worth sharing that my team, who I spoke with since you posted this review tells me that they had offered you the opportunity on multiple occasions to re-select or refund your money. Kenton who handled your account is one of our more experienced representatives. While none of us knew that the multiple delays would push your experience out 11-months, Kenton was making the suggestion of re-selection because of his professional experience that he has gained managing clients through the COVID crisis as related to delivery lead times. Please do not hesitate to reach out to me offline. While it's not much I would like to apologize in person and let you know we really do care. Thank you for understanding and we do hope you might reconsider and allow us to earn your business again in the future during better times. I know we can do better! Wishing you well, Stay safe! Eric Eric D Glickstein President