First, I like to say that the customer service of this company has been good, which is why I gave…read morethem 2 stars. However, good customer service is pointless if you can't provide a quality product to your customers.
When I first met with the Designer back in January, I was pleased. She seemed knowledgeable, and the company was offering great specials, considerably less than their competitors. However, after the design appointment, the installer had to come back out to remeasure and neglected to add items to my contract that were discussed during our visit. I ignored the red flags because she came back out, apologized, and sent a change order for me to sign.
Fast forward to June...yes June. Due to the COVID delays, we had to wait several months for our installation. We found this to be the norm in trying to furnish our new home, so we don't blame the company for that. However, you at least would hope that you are going to get quality after waiting that long.... not the case.
After the first team of installers came out, I was left with nice shelving, but a less than desirable closet overall. There were holes, chips, missing paint, etc (see photos). Upon completion, the installer handed me a receipt to sign like, "Here you go." I was confused and very unhappy.
I called in to complain and spoke to the sales manager, who stated that I initialed indicating that I did not want backing. I advised that the option was not explained to me and if I never had a custom closet, I would not know that I would be left with a mess if this option was not chosen. She offered a small discount on backing and offered to have installers come back the following week.
On the next visit, a team of installers arrived, installed the backing, and left me with two gaps at the top of the closet. They explained that their measurements were off and that someone would call me back. They did not. I had to call in, complain, send photos, and wait another week.
The following week a gentleman arrived who did not seem to know what he was doing. He was unaware of the smaller gap at the top of the closet, and again had the wrong size backing for the other side. While trying to make it fit, he damaged my drawers, chipped the paint, and left dirty fingerprints on my white cabinetry. When I complained, he stated that he could wipe it off. He did not.
I called and requested to speak with a manager...who never called me back. The following week another team of installers came out. They were very knowledgeable but stated that they were not advised of all of the issues beforehand, and arrived with the wrong sized backing. They stated that they would be back the next day to make the repairs.
After a few hours of no installers the next day, I called customer service and spoke with a manager. She apologized and explained why she hadn't called me back. I felt like she was sincere and that she wanted to make things right. She suggested that the last team of installers come back on Friday, which was two days later.
On Friday- the 5th visit by installers, the closet was repaired to my satisfaction.
Final thoughts:
The design team should provide detailed information to the customers, clearly indicating what's included and estimated times of completion. Installers should have detailed information and supplies when visiting the customer's homes. Five times to resolve an issue is not cost-effective for the customer or your installers. Lastly, there should be more than one person in supervision available to adequately address customer complaints.
