UPDATE: The owner emailed me the next morning. She is reviewing how repairs get tracked and helping…read morewith the customer service training for the new office staff, and she wrote, "The fault lies with Martin Glass, not you. Please accept my sincere apology. You are heard and believed." That was all I was after. I am leaving the review up because the visit happened, and I am adding this because the ownership answered and is doing something about it.
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Unfortunately, I can't leave 0 stars.
My partner dropped off four window screens to be rescreened. On the first visit, the woman at the counter noticed the tension springs were missing from most of them and asked Sam, the manager, what to do. His answer was "well, if she's accurate, then we need to order some more, and it'll be a week." I hadn't been doubted about anything yet, and I was already being doubted.
Two weeks passed with no contact, so I called and drove over. Sam told me they had texted and called. I received neither. The only reason I was standing there is that I called them.
He then told me I had brought in three screens, not four. I told him it was four. He would not go look again. He told me I was trespassing, told me to leave, and said he was calling the police, and he started dialing. He stood there dialing for four or five minutes and never completed a call.
While he was pretending to dial, I told him how it looked from where I was standing: he had decided I was wrong because I'm a woman, and he was keeping my property over it. He went back to pretending to dial.
I finally asked the woman at the counter if she would please check one more time. She went back, said "oh, hold on," and my fourth screen was exactly where it should have been. The three large ones had been grouped together and the small one set off by itself. Their own filing was the whole mystery. I left with all four screens and no apology.
The one star is not for her. She was the only person in that building who was willing to go look.
A busy counter miscounts sometimes. That is not what this review is about. This is about a manager who would rather accuse a paying customer of lying, and fake-dial the police for five minutes, than ask his own employee to look one more time. If you use this shop anyway, photograph what you drop off with the full count in the frame, label each piece, and get the count written on your ticket.
