ntepperman's Profile | n49.ca | the directory powered by YOU

ntepperman commented on the review "MyHouse".
10 days ago

Dear Mr. House, Thank you for your comments, and I really appreciate the fact that you keep coming into our store to check out what we've got to offer. At Tepperman's we try to offer furnishings that are interesting to our customers- and as we're currently in our 87th year of successful service, it seems that we're doing a pretty good job of that. While we have a few styles in each of our product categories (bedroom, dining, upholstery, etc.) that offer contemporary elements, you're largely correct- we don't offer a lot of contemporary styles. There are a few different reasons for this. When compared to the total home furnishings market, contemporary just isn't that popular. As a result, contemporary styles are often (but not always) more expensive because contemporary design continues to represent a small niche, and so larger manufacturers capable of manufacturing at lower price points don't dedicate a lot of production to it. On a regular basis we're trying out new merchandise in our store in all categories. Sometimes these styles are towards the contemporary side of things, sometimes they're toward the traditional side of things, and other times they're somewhere in the middle (these are what we refer to in the trade as 'transitional' styles). If a new product doesn't sell, we don't keep it- it's that simple. In just about every instance that we've tried to sell a contemporary style, that style hasn't been popular enough to keep it's place in our selection. We could certainly force a lot of unpopular merchandise into our store, but that doesn't seem like a very good idea to me. Our products, by the way, are manufactured all over the world. Our mattresses are manufactured almost entirely in Ontario; the significant majority of our upholstered furniture is of North American origin; and much of our bedroom and dining product is manufactured overseas. It sounds you think a 'made in China' label is a negative, but the fact of the matter is, I doubt there is a single North American manufacturer of our 'Chinese wares' who could manufacture a similar product to a similar quality standard without at least doubling the price.We could certainly force a lot of higher-priced merchandise into our store, but that doesn't seem like a very good idea to me, either. I'd like to add with one last point. I personally like a lot of contemporary looks and over the years I've tried out a lot of contemporary furniture in manufacturer showrooms and in other retailers in different cities. You know what? While it often looks great, most of the time it fails the 'bum test'- it's just not that comfortable!

ntepperman commented on the review "MyHouse".
19 days ago

Dear Mr. House, Thank you for your comments, and I really appreciate the fact that you keep coming into our store to check out what we've got to offer. At Tepperman's we try to offer furnishings that are interesting to our customers- and as we're currently in our 87th year of successful service, it seems that we're doing a pretty good job of that. While we have a few styles in each of our product categories (bedroom, dining, upholstery, etc.) that offer contemporary elements, you're largely correct- we don't offer a lot of contemporary styles. There are a few different reasons for this. When compared to the total home furnishings market, contemporary just isn't that popular. As a result, contemporary styles are often (but not always) more expensive because contemporary design continues to represent a small niche, and so larger manufacturers capable of manufacturing at lower price points don't dedicate a lot of production to it. On a regular basis we're trying out new merchandise in our store in all categories. Sometimes these styles are towards the contemporary side of things, sometimes they're toward the traditional side of things, and other times they're somewhere in the middle (these are what we refer to in the trade as 'transitional' styles). If a new product doesn't sell, we don't keep it- it's that simple. In just about every instance that we've tried to sell a contemporary style, that style hasn't been popular enough to keep it's place in our selection. We could certainly force a lot of unpopular merchandise into our store, but that doesn't seem like a very good idea to me. Our products, by the way, are manufactured all over the world. Our mattresses are manufactured almost entirely in Ontario; the significant majority of our upholstered furniture is of North American origin; and much of our bedroom and dining product is manufactured overseas. It sounds you think a 'made in China' label is a negative, but the fact of the matter is, I doubt there is a single North American manufacturer of our 'Chinese wares' who could manufacture a similar product to a similar quality standard without at least doubling the price.We could certainly force a lot of higher-priced merchandise into our store, but that doesn't seem like a very good idea to me, either. I'd like to add with one last point. I personally like a lot of contemporary looks and over the years I've tried out a lot of contemporary furniture in manufacturer showrooms and in other retailers in different cities. You know what? While it often looks great, most of the time it fails the 'bum test'- it's just not that comfortable!

ntepperman commented on the review "PLEASE POST COMPLAINTS TO THE BETTER BUSINESS BUREAU TOO! ".
19 days ago

Hi Kevin, I left a voice message for you at work yesterday, and left a message for you at home just a few minutes ago. I will try you either tomorrow (Sunday) or on Monday, but if you see this please call me (800-265-5062 ext. 1495) and let me know when I might have better luck reaching you. Sincerely, Noah Tepperman

ntepperman commented on the review "M Gignac".
22 days ago

MG, Wow! Thank you for taking the time to share your experience- I will share it with our Windsor team! Yes, people are clearly much quicker to share a bad experience, but please don't apologize for sharing such a good one... that's actually what the majority of our customers experience! Thank you for being a Tepperman's customer, MG! Sincerely, Noah Tepperman ntepperman@teppermans.com 519-969-3063 ext. 1495

ntepperman commented on the review "MyHouse".
23 days ago

Dear Mr. House, Thank you for your comments, and I really appreciate the fact that you keep coming into our store to check out what we've got to offer. At Tepperman's we try to offer furnishings that are interesting to our customers- and as we're currently in our 87th year of successful service, it seems that we're doing a pretty good job of that. While we have a few styles in each of our product categories (bedroom, dining, upholstery, etc.) that offer contemporary elements, you're largely correct- we don't offer a lot of contemporary styles. There are a few different reasons for this. When compared to the total home furnishings market, contemporary just isn't that popular. As a result, contemporary styles are often (but not always) more expensive because contemporary design continues to represent a small niche, and so larger manufacturers capable of manufacturing at lower price points don't dedicate a lot of production to it. On a regular basis we're trying out new merchandise in our store in all categories. Sometimes these styles are towards the contemporary side of things, sometimes they're toward the traditional side of things, and other times they're somewhere in the middle (these are what we refer to in the trade as 'transitional' styles). If a new product doesn't sell, we don't keep it- it's that simple. In just about every instance that we've tried to sell a contemporary style, that style hasn't been popular enough to keep it's place in our selection. We could certainly force a lot of unpopular merchandise into our store, but that doesn't seem like a very good idea to me. Our products, by the way, are manufactured all over the world. Our mattresses are manufactured almost entirely in Ontario; the significant majority of our upholstered furniture is of North American origin; and much of our bedroom and dining product is manufactured overseas. It sounds you think a 'made in China' label is a negative, but the fact of the matter is, I doubt there is a single North American manufacturer of our 'Chinese wares' who could manufacture a similar product to a similar quality standard without at least doubling the price.We could certainly force a lot of higher-priced merchandise into our store, but that doesn't seem like a very good idea to me, either. I'd like to add with one last point. I personally like a lot of contemporary looks and over the years I've tried out a lot of contemporary furniture in manufacturer showrooms and in other retailers in different cities. You know what? While it often looks great, most of the time it fails the 'bum test'- it's just not that comfortable!

ntepperman edited business Tepperman's Furniture Mattress Appliance & Electronics Store
27 days ago

ntepperman commented on the review "Nothing but trouble with customer service and products".
27 days ago

Dear Ms. Z, thank you for your comments. When I first saw your comments (on March 21st) I sent you a message here at N49 but I'm not sure if you received it since I haven't heard back from you. I also asked my Customer Care manager (Karen) to look into the issue about your washer/dryer. Karen called the manufacturer of your appliances as well as the primary service depot in your area, but neither one had any record of your conversation. At that point she called & left a message for you in an attempt to get more information. All 3 calls took place on March 21st. As it pertains to your comments about service schedules, I can confirm that all manufacturer service depots and call centers are closed on both Saturdays and Sundays, and in many cases you can't even leave a message. At Tepperman's, our Customer Care department is open Monday- Saturday. We periodically test Sunday service, but consistently find that our customers don't place a lot of value in it, so in turn it's not a part of our schedule. As far as the chairs were concerned, that was indeed a frustrating situation for everyone. Since the set (from our Bargain Annex) was flat-packed in a box and picked up (instead of assembled & delivered) the difference wasn't detected until you got the set home and assembled it. It turned out that our manufacturer had apparently changed production on the chairs and packaged your set with 2 different chair designs. A mistake to be sure, but a frustrating one for you. (I should note that my records show that we received a call from you approx. 2 weeks after pick-up, and that our tech was out to your home 2 days after that. If my records are inaccurate, please let me know.) The replacement chairs didn't match either of the 2 different styles you had, so we built a set of 4 chairs in the warehouse, then emailed you pictures so you could let us know if you liked them or not. It turned out you didn't like the design of the chairs as much as the discontinued style. At that point we discussed a few options: accept the replacement chairs with a discount; select a different set more to your liking; or a full refund. Over the next 2 weeks you came into the store a couple of times, but just weren't able to find anything you liked that was within your budget. At that point you decided you wanted to keep looking, and we refunded your original purchase. I'm truly sorry that we weren't able to get you the chairs you wanted. There's no question it was a frustrating situation and there may have been some missed opportunities to bring about the resolution more quickly than we did. That said, it also looks like we were trying really hard to resolve the matter to your satisfaction from the moment it was brought to our attention. If we get any further information regarding the washer/ dryer, we will follow up with you ASAP. Sincerely, Noah Tepperman ntepperman@teppermans.com 519-969-3063 ext. 1495 800-265-5062 ext. 1495

ntepperman commented on the review "Noah-body ".
27 days ago

Dear Mr. House, From reading this post as well as your other post on the page for our London store, it seems you've got a few things you'd like to get off your chest about Tepperman's. If you'd like to do so in person, I'd love to talk directly and will include my contact information at the bottom of this post. I hope it doesn't surprise you that I'm giving us a 5-star rating. After all, I'm a big fan of Tepperman's: our customers, our staff, our service, our products, our history and our future! Frankly, if I wasn't prepared to rate us well, that would be a pretty bad sign... Yes, of the small group of our customers who have chosen to post on N49.ca, most haven't rated us very highly- if they're unsatisfied that's what they should do. If you've ever read anything about consumer psychology, you know how much more likely it is for an unhappy customer to share feedback than for an happy one, and what you're seeing here on N49.ca is practically a case study for that. If our standards were lower, life would be easier at Tepperman's. If our customers' expectations were lower, we wouldn't have to try as hard or work as hard, and whenever we were lucky enough to get it right our customers would be pleasantly surprised. But our stands aren't lower. Our customer's expectations aren't lower. When a customer makes a purchase from Tepperman's, they expect to find a great selection of great values, get great service in the store, have a great in-home delivery, and get great after-sale service should the need arise. Day after day, month after month we provide great selection, values, service and delivery... we execute at A+ levels that any retailer would be proud of. By the way, just because you don't see a lot of great comments here doesn't mean they don't exist. Want to see a 5-star review? You can see quite a few at www.facebook.com/teppermans, and you can see a very special one here: http://teppermans.wordpress.com/2012/01/25/someone-elses-shoes-a-customer-letter/ I wouldn't expect my customers to go out of their way to give me a great review just for meeting their (high) expectations- that's what they paid us for! The most important feedback is repeat business, and in the last 2 quarters over 70% of our customers weren't just repeat customers, but recent repeat customers. Who else can match that kind of loyalty? When you provide benchmark-level service, excellence becomes an expectation. Does that make life harder? Sure... but we can live with that. Family to family, that's the difference. Noah Tepperman ntepperman@teppermans.com 519-969-3063 ext. 1495

ntepperman commented on the review "MyHouse".
27 days ago

Dear Mr. House, Thank you for your comments, and I really appreciate the fact that you keep coming into our store to check out what we've got to offer. At Tepperman's we try to offer furnishings that are interesting to our customers- and as we're currently in our 87th year of successful service, it seems that we're doing a pretty good job of that. While we have a few styles in each of our product categories (bedroom, dining, upholstery, etc.) that offer contemporary elements, you're largely correct- we don't offer a lot of contemporary styles. There are a few different reasons for this. When compared to the total home furnishings market, contemporary just isn't that popular. As a result, contemporary styles are often (but not always) more expensive because contemporary design continues to represent a small niche, and so larger manufacturers capable of manufacturing at lower price points don't dedicate a lot of production to it. On a regular basis we're trying out new merchandise in our store in all categories. Sometimes these styles are towards the contemporary side of things, sometimes they're toward the traditional side of things, and other times they're somewhere in the middle (these are what we refer to in the trade as 'transitional' styles). If a new product doesn't sell, we don't keep it- it's that simple. In just about every instance that we've tried to sell a contemporary style, that style hasn't been popular enough to keep it's place in our selection. We could certainly force a lot of unpopular merchandise into our store, but that doesn't seem like a very good idea to me. Our products, by the way, are manufactured all over the world. Our mattresses are manufactured almost entirely in Ontario; the significant majority of our upholstered furniture is of North American origin; and much of our bedroom and dining product is manufactured overseas. It sounds you think a 'made in China' label is a negative, but the fact of the matter is, I doubt there is a single North American manufacturer of our 'Chinese wares' who could manufacture a similar product to a similar quality standard without at least doubling the price.We could certainly force a lot of higher-priced merchandise into our store, but that doesn't seem like a very good idea to me, either. I'd like to add with one last point. I personally like a lot of contemporary looks and over the years I've tried out a lot of contemporary furniture in manufacturer showrooms and in other retailers in different cities. You know what? While it often looks great, most of the time it fails the 'bum test'- it's just not that comfortable!

ntepperman commented on the review "????????warranty is a joke".
52 days ago

We don't typically deny service 'for some stupid reason', although mistakes do happen from time to time. If you'd like us to review the matter, it would be our pleasure. Just give me a call and reference this post, and I'll have someone take a look at it. Sincerely, Noah Tepperman ntepperman@teppermans.com 519-969-3063 ext. 1495 800-265-5062 ext. 1495

ntepperman commented on the review ""From our Family to Yours"".
52 days ago

As a follow-up: Mr. Laing's issues were actually addressed some time ago, and very much to his satisfaction, but unfortunately he hasn't come back to N49 to follow-up.

ntepperman commented on the review "Great sales reps, Very poor customer service".
52 days ago

Yikes! That sounds like a pretty bad experience, to be sure! Please accept my apologies- I'm really sorry for what happened, and I wish I could erase that moment in time. I'm also sorry I didn't see your message sooner. If you'd like to talk to me about the experience I'll include my contact information at the end of the email. It's really upsetting to hear that after years and years of great experiences, a single mistake (even a real doozie!) will drive you away forever. If you ever consider giving us another chance, please let me know. Sincerely, Noah Tepperman ntepperman@teppermans.com 519-969-3063 ext. 1495 800-265-5062 ext. 1495

ntepperman commented on the review "Nothing but trouble with customer service and products".
52 days ago

Dear Ms. Z, thank you for your comments. When I first saw your comments (on March 21st) I sent you a message here at N49 but I'm not sure if you received it since I haven't heard back from you. I also asked my Customer Care manager (Karen) to look into the issue about your washer/dryer. Karen called the manufacturer of your appliances as well as the primary service depot in your area, but neither one had any record of your conversation. At that point she called & left a message for you in an attempt to get more information. All 3 calls took place on March 21st. As it pertains to your comments about service schedules, I can confirm that all manufacturer service depots and call centers are closed on both Saturdays and Sundays, and in many cases you can't even leave a message. At Tepperman's, our Customer Care department is open Monday- Saturday. We periodically test Sunday service, but consistently find that our customers don't place a lot of value in it, so in turn it's not a part of our schedule. As far as the chairs were concerned, that was indeed a frustrating situation for everyone. Since the set (from our Bargain Annex) was flat-packed in a box and picked up (instead of assembled & delivered) the difference wasn't detected until you got the set home and assembled it. It turned out that our manufacturer had apparently changed production on the chairs and packaged your set with 2 different chair designs. A mistake to be sure, but a frustrating one for you. (I should note that my records show that we received a call from you approx. 2 weeks after pick-up, and that our tech was out to your home 2 days after that. If my records are inaccurate, please let me know.) The replacement chairs didn't match either of the 2 different styles you had, so we built a set of 4 chairs in the warehouse, then emailed you pictures so you could let us know if you liked them or not. It turned out you didn't like the design of the chairs as much as the discontinued style. At that point we discussed a few options: accept the replacement chairs with a discount; select a different set more to your liking; or a full refund. Over the next 2 weeks you came into the store a couple of times, but just weren't able to find anything you liked that was within your budget. At that point you decided you wanted to keep looking, and we refunded your original purchase. I'm truly sorry that we weren't able to get you the chairs you wanted. There's no question it was a frustrating situation and there may have been some missed opportunities to bring about the resolution more quickly than we did. That said, it also looks like we were trying really hard to resolve the matter to your satisfaction from the moment it was brought to our attention. If we get any further information regarding the washer/ dryer, we will follow up with you ASAP. Sincerely, Noah Tepperman ntepperman@teppermans.com 519-969-3063 ext. 1495 800-265-5062 ext. 1495

ntepperman commented on the review "Update on leathersectional".
52 days ago

It was my pleasure, but thank you for taking the time to follow-up on your original post. I'm so glad that we were able to connect, and that Tepperman's was able to get everything taken care of for you in the proper fashion. Thank you for being a Tepperman's customer!

ntepperman commented on the review "I am a very satisfied customer".
52 days ago

Paul, I can't thank you enough for taking the time to contribute to the discussion. While the vast majority of our customers are very happy, they're often a 'silent majority', so comments like yours just make my day! In your post, you're describing a set of experiences which really define Tepperman's. It's our selection; our 'Family Financing' options; the low-pressure sales atmosphere; our commitment to educating our customers; and our understanding that your best interests ARE our best interests, too. I'm really pleased to hear that our 'Family Financing' was the right option at the right time for your family. In fact, I recently blogged about our 'Family Financing'... check it out! You can catch it via our blog page, our Facebook page or our home page: - http://teppermans.wordpress.com - http://www.facebook.com/teppermans - http://www.teppermans.com Again, thank you for taking the time and for being a Tepperman's customer. Just another demonstration that Family to Family... THAT'S the difference!

ntepperman favourited Tepperman's Furniture Mattress Appliance & Electronics Store
107 days ago

ntepperman commented on the review "UNSATISFIED CUSTOMER".
211 days ago

Dear Heather: I apologize for not responding sooner- for some reason, this comment only just came to my attention. The warranty does specifically cover ballpoint pen ink and exclude paints. While I don't know for certain, I suspect that's for 2 reasons. First, ballpoint pens are a common household item and as such you might reasonably expect an ink stain/mark on a sofa, whereas working with paint is not in the same use category and requires preparation and protection. Secondly, pen ink is an entirely different chemical 'family' than paint, and even challenging ink blots are far less damaging to fabrics of all types. That being said, there's still an opportunity to look into this further. In fact, the type issue you describe sounds very similar to me so I'm cautiously optimistic. If you would please contact me with some additional information (specifically your home phone number and/ or customer number), it would be a great help. I've provided my contact information below- calling is best, as our spam filter sometimes does its job too well. Thank you very much, Noah Tepperman 800-265-5062 ext. 1495 ntepperman@teppermans.com

ntepperman commented on the review "UNSATISFIED CUSTOMER".
211 days ago

Dear Heather: I apologize for not responding sooner- for some reason, this comment only just came to my attention. The warranty does specifically cover ballpoint pen ink and exclude paints. While I don't know for certain, I suspect that's for 2 reasons. First, ballpoint pens are a common household item and as such you might reasonably expect an ink stain/mark on a sofa, whereas working with paint is not in the same use category and requires preparation and protection. Secondly, pen ink is an entirely different chemical 'family' than paint, and even challenging ink blots are far less damaging to fabrics of all types. That being said, there's still an opportunity to look into this further. In fact, the type issue you describe sounds very similar to me so I'm cautiously optimistic. If you would please contact me with some additional information (specifically your home phone number and/ or customer number), it would be a great help. I've provided my contact information below- calling is best, as our spam filter sometimes does its job too well. Thank you very much, Noah Tepperman 800-265-5062 ext. 1495 ntepperman@teppermans.com

ntepperman commented on the review "London Tepperman"s needs Customer Service Training!".
211 days ago

Dear 'va3klt', I saw your comments about your recent experiences at Tepperman's. Please accept my apology- you did not receive the kind of service you deserve. Also, thank you very much for taking the time to document this feedback- specific feedback like this gives us our best opportunities to improve. I'd really like the opportunity to look into this further. If you would please contact me with some additional information (specifically your name, home phone number), it would be a great help. I've provided my contact information below- calling is best, as our spam filter sometimes does its job too well. Thank you very much, Noah Tepperman 800-265-5062 ext. 1495 ntepperman@teppermans.com

ntepperman commented on the review "London Tepperman"s needs Customer Service Training!".
219 days ago

Dear 'va3klt', I saw your comments about your recent experiences at Tepperman's. Please accept my apology- you did not receive the kind of service you deserve. Also, thank you very much for taking the time to document this feedback- specific feedback like this gives us our best opportunities to improve. I'd really like the opportunity to look into this further. If you would please contact me with some additional information (specifically your name, home phone number), it would be a great help. I've provided my contact information below- calling is best, as our spam filter sometimes does its job too well. Thank you very much, Noah Tepperman 800-265-5062 ext. 1495 ntepperman@teppermans.com

ntepperman commented on the review "Mr. Vandenburg".
283 days ago

Dear Mr. Vandenburg: Tepperman's goes above and beyond for our customers every day, and we work very hard to ensure our customers are properly taken care of. We come up with creative solutions; we think outside the box; we go above and beyond. That's what we do. As the retailer, Tepperman's certainly has our set of responsibilities, just as any retailer does- but so do our customers. Unfortunately sometimes we have to say 'No', and if we do, there's usually a pretty good reason. Do we make mistakes? Of course we do- we're only human. But in this instance, I don't think we have. Let's review the facts: - you took delivery of your laundry appliances three (3) months ago; - you signed a receipt saying that you'd received the appliances in good condition; - you received a receipt which clearly explains that all damages must be called into Tepperman's within 24 hours (and the delivery team may even have mentioned to you that you needed to inspect the product within 24-48 hours); - you weren't feeling well the day of delivery so you didn't look at the appliances closely... but you also didn't look closely at them for the next 88 days; - during the last three (3) months, you've been doing some construction in your laundry room. Of course I give a damn if we lose a customer, Mr. Vandenburg- our customers take care of us just as we take care of them. But responsibility to take care of our customers is two-fold: we have to take care of our customers today, and we have to stay in business so that we can take care of our customers tomorrow. Yes, I care about my family. I also care about the families of my staff, and the families of my customers. It actually goes beyond just caring about them- I have a real responsibility to every single one. We could say "Yes" every time a customer asked us for anything... and we'd go out of business. We could say "No" every time a customer asked us for anything... and we'd go out of business. In order to make sure we *stay* in business, we have to take care of every single customer who deserves it. We also have to periodically say 'No' when a customer is asking for something that goes beyond what is reasonable. I'd offer to call you directly, but you haven't provided enough information for me to identify you in our computer. If you'd like to discuss this further, please give me a call, toll free: 800-265-5062, ext. 1495. Also, please feel free to submit your concerns to the Better Business Bureau via the information provided on my post below.

	Ntepperman Windsor, Ontario
	Gender:	M
	Relationship:	married
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	Member since:	Jun 9, 2009
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ntepperman

Ntepperman

Windsor, Ontario

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