After purchasing an inventory home where the builder chose the kitchen cabinets and layout, we decided to add on a desk and pantry area to make the kitchen look more complete. We chose Raywal simply because that is who the builder used and we wanted everything to match. We started with one designer who dropped the ball and forgot about us, so we politely asked to deal with a different designer. The five weeks we were told it would take turned into 8 weeks and on top of that, we were never informed or called about the delivery. Instead, I received a phone call from a neighbour that we had a delivery truck in our driveway while I was a half hour away at our 3 kid's swimming lessons and my husband was out of town on for business. We had already waited long enough so I decided to pack up the three kids in the middle of their lessons to receive the delivery. The delivery men could not have cared less and basically said its not their problem and that they just get told where and when to go. When we unpacked the order (my father in law was installing it since he is a master carpenter and installed kitchens for over 40 years), we realized there were pantry shelves missing, no hardware and one set of the desk drawers were actually missing an entire drawer front. Someone actually shrink wrapped a set of drawers with a drawer front and filing system missing, labelled it and put it on a truck to be delivered! We emailed our designer and she directed us to call Andrea - who promptly responded and sent someone out for the following week to have the items brought out. Unfortunately, this was not the end of the mistakes. We were still missing filing drawer pieces, hardware and drawer inserts. We contacted Andrea and she was on vacation so we ended up with Pierre. When I spoke to him on the phone there were no apologies...just the blame game, one person blaming another - the same story we heard when we called to mention that we were not informed about delivery. I actually took pictures of everything and sent them to Pierre to ensure everything would be correct this time. I asked him to let me know when someone would be coming out again and he said he would. Two weeks later....still nothing. I called to ask for someone higher up in customer service, as I was tired of babysitting people to follow through. I was given Adam's phone number from head office - he is the MANAGER OF customer service. I tried to briefly explain the issues very politely on his voice mail and asked if someone could please ensure our issues were going to be taken care of. He returned my call 7 hours later and literally mumbled, "Ya hi, it's Adam from Raywal, I spoke to Andrea and are you free next Tuesday for someone to come out?" SERIOUSLY? I have been served by teenagers at McDonald's who have displayed more tact and professionalism than this guy. I agreed to give up another afternoon of my time to get it over and done with. No 'sorry' no 'thanks for your patience,' no 'we'll get this fixed for you.' Nothing, just 'k bye.' The wonderful installer came out AGAIN the following week. Unfortunately I don't remember his name, but he was very kind and sympathized with us. He also determined that just as we had thought....the desk height was incorrect. It is too high and you can't even sit at it. He also came with the missing hardware and it wasn't the right kind, even though I had previously sent Pierre a photo of it. The installer was unable to fix anything due to the evolving problems and he even called Pierre right there from our home to ensure he could meet with him and get our issues taken care of. He ask that we remain patient and give him 7-14 business days to take care of it. After waiting 16 business days, I contacted Pierre to get an update and to voice my concerns and that my patience was growing very thin. I have yet to hear from him and that was a week ago. I have since contacted Andrea again since she has been the only person to remain professional and take care of our issues. My husband and I firmly believe that you must treat others with respect in order to get it in return. We have learned that with Raywal, patience and respect gets you an unfinished kitchen that was paid in full ($8500 for a desk and pantry) and absolutely zero customer service. I don't care if we spent $500 or $100,000 on their products, we are paying customers and we deserve better than this disgusting display of neglect and inability to get the job done without being checked up on and babysat. I can assure you Raywal - if my husband or I ever treated our clients or customers in our lines of work the way we have been treated by you, we would most certainly be unemployed. We are very sad and disappointed that this is what "service" has come to. We do not enjoy having to take this route in order to get our point across and to get the service and respect that ALL of your customers deserve. I apologize for any spelling or grammatical errors, as I have been furious in my attempt at writing this review. My advice to other customers; stay far away from Raywal - this company is a mess from start to finish. You will pay top dollar for the lowest level of customer service there is. *In my best condescending kindergarten voice: "Thank you to Andrea for doing your job all by yourself!" *claps hands
P.S. Give that woman a raise and a promotion
