I called in and the owner picked up his phone. I recognized his voice because I purchased a dining set for around $1500 from them before. I ordered a pendant light ($400) and he asked how soon I need it, and I asked for as soon as possible as I have no light fixture in my living room. He said he will rush the order for me to receive it in 3 days. I sent him an email right away as requested, with all my contact information, attention to Nick, and even copied and pasted the order item from their website.
I called after 3 days, asking if my rush order has been placed properly, and Nick told me that his father was pushing it, and it won't happen. He then told me 7-10 days, which I was fine with. Days later, I emailed them asking for status, also expressed my interest in purchasing a rug as well. No reply. 2 weeks later, still no call, so I called again. Sales rep told me that the order is delayed, but she will double-check the status and will call back later that afternoon. I left my number again just in case, still no call. Days later, I called and it was Nick again. I asked if the pendant light has arrived, and he said it's at the warehouse, and it should be in store in a day or two.
3 weeks later, I called to ask for pendant light, Nick told me that it's in stock. I asked him whether it is still at the warehouse, and if so, why it hasn't been picked up yet. He assured me that it's in the store, and I can pick it up any time. I asked him why he hasn't called; he said he didn't have my number to call. It really got me frustrated because after all that calls and emails, they somehow still don't have my number. I told him my sister may be able to pick it up on Tuesday.
On Sunday (2 days before Tuesday), I was in the neighbourhood. I don't drive and I live in core downtown, so I wanted to pick it up while I am nearby running some errands with my sister. I explained the situation to owner quietly because as a business owner, I do understand that complaints should not be overheard by other customers. He called his son, and told me "You need to come on Tuesday when you say you will come on Tuesday." Usually, he would be right. However I was told that the pendant light was in the store already. He said it is still at the warehouse. I told him that I was told otherwise, so I don't understand he keeps on blaming me for showing up earlier. He said it's Sunday and warehouse is closed.
As we were leaving, he came out and once again said we shouldn't have come earlier. My sister told him not to blame us when it was really the mistake his employees made. I told him in lower voice that he really should consider providing better customer service, and his exact words were "Yeah we have a bad customer service." Clearly he wasn't listening and he couldn't care any less. He said he will go to the warehouse, and asked us to follow because it's only 5 minutes away. We decided to wait in his store to make a payment. He brought and opened the box to show us that the light was nicely wrapped up. As he taped back, his exact words were "I don't do lights. I don't just leave the store, leaving customers that will purchase $2-3000 and drive to the warehouse for this damn light." He offered to load it onto our trunk, but my sister was upset and said "No. I am not leaving." He then kicked the pendant light box so hard, it rolled over. He yelled: "That's it. You are not welcome here. (pointing at my sister). I don't want to do any business with you, but I will do business with her (pointing at me)." He then gave us our money back. We just couldn't understand what my sister has done so wrong for him to yell at her in such a rude and downgrading way. What makes him to think that he can have my business when he disrespected my sister in such manner? We left furious, confused, disappointed, and very upset that we weren't treated with ANY respect. read more
