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| - Let me start off by saying I work in a business that relies heavily on customer reviews and I don't leave a bad one lightly. I work in vacation rental management close to this business so have used them a few times over the past years due to the proximity for glass tabletops. The customer service was always lax (sometimes not returning calls or e-mails or getting work done on time; once an incorrect glass cut) but the end product was fine for what we needed.
I had just one more job I needed in October and I sent the specs in for seven tabletops. I was quoted almost $100 more then what I paid for eight tabletops a little over a year ago, but was told the cost of glass had gone up. I checked with the owner and agreed to the job at that price on Oct. 19 and was told it would take about five days or so. Great.
A week went by and I heard nothing and did not get a response from my e-mail or voice message. Finally when it had been a week and a half I spoke to "Tami" who runs the front office, quotes and customer service. She said part of the order arrived (I thought they were going to cut it on site since they were standard rectangles with no curves) but two didn't, probably because "they broke or something". Finally, when it had been two weeks (more than double what I expected) I went happily to pick them up. I knew better to measure them first so I didn't have to bring glass back and forth like that one time it was wrong. Well the first measured wrong (a fluke?) and then the second -- then the third. I knew something was up and it turned out Tami had sent in my order from last year for the eight tabletops I had ordered. So not only did I wait more than twice as long as I was told, but it was the wrong order.
I had guests checking in early the next week and she said they'd try to cut some of the bigger ones they could on site to fit the correct order but others would have to be re-ordered. This was a Thursday or Friday and although she said she may have them (or at least some) done by Tuesday there was no word from them and again I had trouble reaching them (they are closed weekends and close at 3 PM on weekdays, but even when open there is often no response). Because I had guests checking in I could not install the tabletops so I had to do without. It was now three weeks.
At the end of the fourth week, when the guests were checking out, I called on Friday but the phone just rang and rang and said "system was full" or something. I couldn't even leave a message and again got no response from my e-mails. I called Monday and again no answer; same thing on Tuesday. Finally, the Wednesday before Thanksgiving I was able to leave a voice message and expressed my displeasure now that it was five weeks and not only had they not called me but I couldn't even reach them.
Finally, I called back that same day and Tami answered and said she had been out for days and had to "check" to see if my order was even done! She said she'd call me back in 30 min. and I told her it was urgent she get back to me then as I have guests checking in next Tuesday and need them no later than Tuesday morning or else I'd have to wait until April, when there is a break in bookings for that unit. I also needed to know for sure because at this point I was fed up and had gotten a quote ready to go with a competitor who said if I ordered before 3 PM that day they could have my order ready first thing Tuesday morning, though much further away and I'd have to go pick them up (and I have two cleanings and check-ins on Tuesday). I was also simultaneously scrambling to prep for guests arriving within the hour this afternoon.
Sure enough a half hour -- and then an hour -- goes by and nothing from Tami. Then I call and get voice mail. It was now just before 3 PM and down to the wire with both businesses about to close for the long Thanksgiving weekend, so I had no choice but to order from the competitor as I couldn't even get a yes-or-no answer from Tami as to whether my order had finally been done (correctly) and was waiting for me a mile away. Then, after placing my order with the competitor, I notice an e-mail from Tami saying simply "Your order is not done. Sorry for the inconvenience." That's it. After five weeks I wasted for what should have been five days there was no further explanation, apology or concession. I told them I could never get by treating customers like this in my line of work and was sorry they valued my repeat business over the past six years so little.
I felt it was my duty to leave this review because although the service was always lacking, this was an outrageously frustrating and exceptional ordeal that cost me precious time, then put me on edge to the last second the final day wondering what to do while I was simultaneously busy prepping for guests arriving any minute. I gave them two stars only because the finished product is fine (that is, when it's done and they don't get the order wrong).
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