| rev:text
| - I'm going to give these guys a 2, instead of the 1 they deserve, because the product is beautiful. BUT the customer service at this place is terrible.
First of all - three weeks went by after I paid for my countertops before I even got a phone call to schedule my template. I called back a half an our later, Cody wasn't there. I called the next day - Thursday. Cody's not there. I called Friday, and guess what? Cody wasn't there. Same thing Monday, same thing the first time I called Tuesday, until finally, Tuesday afternoon - almost a week later - Cody finally answered the phone, and told me they were scheduling templating two weeks out. Two MORE weeks, would mean that 5 weeks after I paid for the countertops, we still wouldn't even be in production. The manager talked to me and agreed to come out the following week. So only 4 weeks I guess? But then, it took two more months before my countertops got installed because they wanted to wait until after my windows were put in (the countertop goes flush up to the window). Fine. I'll wait I guess. The final template was done on Feburary 11th. I still did not get my countertops installed until March 6th.
Fast forward to Saturday - 9 days before install - they tell me they need my sink choice ASAP in order to stay on schedule. I get it to them at 10:30am Monday morning. On THURSDAY (4 days before install!), I get a call saying that the sink is backordered, and I either have to pick a different sink, or face another delay.
Via text, this is the exact conversation:
Dieter: "The shipment of 7030 sinks is delayed and will not deliver until the middle of next week any chance you would like 6040 to stay on schedule for Monday
Me: "This is ridiculous. I paid for these countertops on December 2nd (this message excahnve was on March 2nd) and you are telling me now, three months later, I either have to wait even longer or get a sink I don't want?"
Dieter: "I've been dealing with this sink company for fie years and this is the first time they have not had stock. I apologize for not securing sooner but I have never had any issues"
Me: "Are you serious right now? I don't even know what to say. I'm so frustrated."
Deiter: "You can say thank you I am paying out of pocket to get you the same size sink but in a thicker gauge to keep you on schedule."
Me: "Do you really want me to thank you right now? That's a joke, right?"
Deiter: "I'm just trying to add a little levity."
Me: "Did I seem like I was in the mood for your levity?"
In my opinion, that is not the way you speak to customers. How dare he say I should say thank you!!! How about "Since it was my fault for not securing the sink sooner, I will upgrade you for free to keep you on schedule. I hope that eases your frustration". Nope. I should thank him - like I'm his buddy and we are all sitting around a poker table and he folded so I could win three bucks, and not like he is telling me that countertops that I paid for three months before might get delayed.... again. I think this dude needs a serious lesson in customer service.
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