Simplicity Sofas Customer Service Philosophy

The President and Owner of Simplicity Sofas, Jeff Frank, believes that providing quality customer service is just as important as providing quality products. Jeff worked for 2 years at Call for Action, a consumer help organization, assisting clients who were victims of consumer fraud, unfair practices and identity theft. By far, the most complaints however, were generated by poor customer service.

In creating Simplicity Sofas, Jeff has designed a company that understands and responds to the needs of its customers. Employees are friendly, helpful, courteous and knowledgeable. Telephone calls are typically picked up within two rings. Questions are almost always answered immediately. When a question requires research, customers usually receive an answer within the hour. Emails are routinely answered within a few hours, often within minutes. Our toll-free phone number is answered by a real person on weekends and evenings as well as during office hours.

At Simplicity Sofas, we believe in keeping our customers informed. We try to under-promise. When we say production will take 4 weeks, there is a good chance the furniture will be ready in 3 weeks. Our trucking lines contact customers to set up delivery appointments. They have a nearly 100% on-time delivery record.

Simplicity Sofas' customers will be contacted several times during the sales, production and delivery process. We even contact our customers after delivery to ensure that everything is OK.  We ask our customers to let us know how they like their new furniture – We mean it! We really want to know. If for any reason a customer is not completely happy, we will do whatever is needed to correct the situation immediately. Are the cushions too soft? We'll send out firmer ones. Are the cushions too firm? We'll send out softer ones; at no charge to our customers. If we cannot fix the problem our policy is simple -- we will take the furniture back for a full refund issued within 24 hours after the furniture reaches our factory.

At Simplicity Sofas we also believe in treating our customers honestly. Routinely, customers order our "pet-proof" fabrics with the optional fabric protection. They are amazed when we call to tell them a refund is on the way because fabric protection is unnecessary for those fabrics.

Simplicity Sofas depends upon word of mouth advertising and customer reviews. Unhappy customers can destroy the credibility of a company while pleased customers are a great source of positive publicity. Keeping customers happy by providing outstanding customer service just makes good business sense. We have many customers who have told us that our company provided the best customer service they have ever experienced.

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