After 6 faithful years, my Dyson wasn't doing so well. It still ran, but only the hose attachment…read morewould pick up dirt, and what good is that? I wasn't ready to spend another $400-$500 on a new one so I planned to get mine checked and hopefully repaired. There aren't many vacuum repairs shops left, and all the reviews Village Vac & Sew had so far were good, so I put my faith in yelp.
Ya'll let me down. The first time I stopped by during their advertised business hours, they were closed with a note saying they were out of town. Unfortunate for me, but understandable as they seem to be a family business and people have lives outside of work.
I stopped by again when I got back into town, and am thoroughly disappointed. I came on a Friday afternoon (and I apologize in advance but I don't know names) and walked into their shop where a man and woman were working on a bike. While the man was making jokes (its a shark! No it's a Kirby! - corny dad jokes but I chuckled none the less), the woman just stared at me. Okay....? I tell the man what the issue is, and the woman plugs the vacuum in to make sure it's even running. A little chit chat with the man, and the woman, who is nothing but short our entire interaction hands me a claim ticket. I asked when I should expect to get it back, and the man responds they know I need a vacuum, so if I don't hear back from them early next week to give them a call. Great! (January 24th, because this gets lengthy)
Not so great. Monday and Tuesday pass and no word. Maybe they were waiting on a part to come in that wasn't prime eligible? The man said to call if I don't hear from them early in the week, so by 4pm on Wednesday I gave the shop a ring. The woman answered and I can't believe her lack of customer service! I said I was calling to check on the status of a vacuum I dropped off last week, and she responds "are you the dyson girl?" and actually starts laughing. Um is there a clown in the room? She says she'll call me back the next day. Great. (Jan 29th)
Thursday comes and by 4pm there's no phone call. I called the shop again, no one answered so I left a message to call me back with an update. It's been a month since I've had a working vacuum and I have guests coming this weekend.
By Friday, still no word. At 2pm I called the shop again and the woman answers. She says she's working on it now and will give me a call right back. Did that happen? The suspense is killing you, I know it. (Jan 31)
Of course not, because they're now closed and my phone never rang!
Feb 5th, I called again, but there was an automated message that the voicemail wasn't set up. Weird. Feb 6th, called but there was no answer again so I left another voicemail asking for a call back with some kind of update. I had it at this point, so I went to the shop to ask in person for an update that Friday at 4:30pm. But of course, they were closed and left a note saying there was a dr's appointment at noon that day and would open again on Saturday the 8th. Saturday comes and goes, still no call back, and no answer to my phone call that day either.
Finally! Finally last Wednesday (Feb 12th), I called and made contact! I held my breath for a few minutes after being told she'd call me right back, but it actually happened this time. My vacuum was ready! I asked how much the cost was, after being quoted $69 when dropping it off, and was told they were only charging me $49 due to waiting so long and said something about having phone issues. They only accepted cash or check (despite yelp reviews previously show cards are accepted, and there is a mastercard and visa sticker right on their counter), so I came with a check in hand the next afternoon.
While I do appreciate the discount given considering it took much longer than I was originally told, it should have never gotten to that point. If it were a situation where a part needed to be ordered, no problem, but to not answer or update the customer is ridiculous (and that wasn't the case even, something was just stuck and blocking). For the lack of communication alone, I don't recommend this shop.