• Clint Engel

Heritage Home exec apologizes to Weekends Only

Mistake left retailer short of product

ST. LOUIS — A Heritage Home Group executive apologized to Weekends Only this week after making a mistake that recently left the Top 100 company short $200,000 worth of goods.

Tom Phillips, CEO of the five-store St. Louis-based retailer, said he received a call Tuesday from Heritage Home Senior Vice President Mark Stephens to apologize and explain what happened.

Earlier this month, Phillips said the retailer had placed orders with Heritage Home’s Lane brand during the Tupelo Furniture Market in early February. It received an order acknowledgement from Lane and spent money on advertising, but a week before the goods were set to ship, Weekends Only was told the product wasn’t coming. The goods had been presold, or sold in advance to another retailer.

Phillips said he was frustrated by the lack of apology and vague explanation that didn’t make sense, considering the retailer had made the buy before the official opening day of the market. He had put in a call to Stephens, but had not heard back.

This week, Phillips said, Stephens called to apologize and explained that the goods had been sold to retailer HomeGoods before the Tupelo show, but that Heritage Home had forgotten to remove the product from the Lane showroom.

“And their systems are such that they even send out duplicate acknowledgements,” Phillips said in an email to Furniture/Today.

“With his apology, (Stephens) proposed to make up the faux pas by offering us some off-price product in the future,” he said. “So our relationship seems to be back on track, and he has committed to being more communicative with us going forward.”

Contacted by Furniture/Today, Stephens referred questions to spokesman Mark Semer, who did not immediately respond.

Clint EngelClint Engel | Senior Retail Editor, Furniture Today
cengel@furnituretoday.com

Please feel free to email or call me with all of your retail news and tips, including expansion news, successful merchandising and marketing strategies and anything else you would like to see covered by Furniture/Today.  Contact me directly at cengel@furnituretoday.com or 336-605-1129.

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