I went in to Kinney brick back in December of 2017 and ordered brick that they did not have in stock and I was treated like having to have it ordered in was a huge hassle for them. They finally agreed to do it, but told me that it would take about a month for the order to come in and that they would call me when the order arrived. A month and half went by and I still hadn't heard from them about the order. I called and I was told they had no record of my order. She was very short with me and extremely rude. She tried to make me feel like it was someohow my fault that they could not find record of my order. I then get a call me back a few hours later telling me they found my order and that they had the brick. I was very relieved because I was already behind on the construction because of the delay. I had them deliver the brick which they billed me for the incorrect amount. They sent me 300 more bricks than I had actually ordered. I did not have any way of verifying when it arrived on the pallets because I ordered by square feet instead of by brick. I realized it after the installation and agreed to return the extra brick and pay the 25% restocking fee. When I return the brick the employee told me that they will count it and send me the refund check in the mail. I agreed and waited over a month before calling and yet again they tell me that there was not any record and that I did not return the brick. I had not realize that I had taken a picture of the bricks before a returned them for my records so I could have proof of how many bricks I had returned. I was expecting a fair count but needless to say they resold the bricks and cut me a check yesterday for less than half of what I actually returned. I called and explained to Marissa whom I was dealing with about the situation and she became very upset and started raising her voice and telling me she, "had already done everything she could and that she was only an employee and all she should could do was relay it to her boss who was on vacation." I offered to send her the picture and she said, "they have video surveillance!" (Like I would be afraid because I was lying) I was like great! You should have watched the video and refunded me the correct amount that you owed me. There were also two colors of bricks that I returned and I was only refunded for half of the lesser expensive brick and non of the other which she told me I never ordered. This whole ordeal has been very frustrating and completely unprofessional. I work costumer service so I understand how hard it is to keep people happy, but I feel that I have been more than understanding. Therefore, I would not recommend using this company to anyone unless they want to get treated poorly by the sales staff, have their order lost, and then get ripped off! I think the only reason they are still in business is because of the limited options of retailers in Albuquerque. read more
