Not impressed with customer service
Ordered material for installation by my own trades. Product was great. As is frequently done, we ordered a bit more product than we anticipated we would need in case anything went wrong. Upon inspection at site, we realized one of the boxes supplied was the wrong colour. No worries, we ended up with 2 extra boxes (one the colour we ordered and the one that they got wrong). Tried for 2 weeks to contact the office regarding protocol for returning one box of the right colour that we did not use and one box of the wrong colour. Repeatedly told, over the course of 2 weeks that they would call back 'tomorrow' with information. Finally at the end of 2 weeks, we were told it would be another week before the manager was in town to approve the return. Again, we heard nothing. Called 2 months later...now approval for return is pending, and a restocking charge of $125 on $177 of product is being applied. That's a 70% restocking charge....and half of that is for a product they screwed up on. Love the product, but would look far and wide to buy from someone else.
- Approximate cost of services:
- $1,151.65
- Company Response
Lorin and Shiela, I'm very sorry that you are not happy with the miniumum restocking fee our supplier charges. It appears that the email to you dated September 11, was either not received or overlooked. The information that was requested at that time and received this morning has been sent to our supplier for return authorization. You can call our office to discuss further.