I went to the Carrollwood showroom to order 2 upper cabinets, trim and filler pieces for my laundry room with my contractor. The PGT Cabinet employee and my contractor were discussing all the items to be ordered and I cut the check for a deposit on 7/22/23. The materials arrived 3 weeks later at the store so I picked them up and paid the remaining balance.
A few days later when my contractor came over to install the upper cabinets we noticed there was extra pieces of trim and the two filler pieces were incorrect.
I brought the materials back to the store, explained the problem and asked for replacements. After 2 weeks with no update I called the store. No one picked up so I left a message. No return call from the company. Two more days passed- again, same results- no one picked up- I left a message asking for an update and no return phone call was provided.
I called an additional 3 more time with the same outcome over the next several days.
Fed up with no call back, I drive to the showroom between my work appointments and the owner and the young lady I had been dealing with were in the showroom. I asked for an update and Doug the owner said they were trying to combine my order with another order so they didn't have to pay for an extra shipping charge, but he would order it now because the "other project" didn't move forward. I reluctantly agreed but mentioned that it's cutting it close because I need to have the room done before Thanksgiving. He said two weeks worse care scenario.
Two weeks later I received a call from the young lady at the store-my filler pieces were in. When I went to the showroom to pick them up, they again were incorrect. I explained my frustration to the woman and she said she wasn't responsible for ordering- that was Dougs responsibility- she gave me his card with his cell phone number which I called and got his voice mail. I left a message and asked for a return call. I waited for 2 hours, and he never called me back. So I called the young lady at the showroom, explained the situation and told her to tell Doug that I expect this incorrect order to be corrected immediately and I wanted the filler piece expedited so I can have the room finished before Thanksgiving!
I received a call a few days later from Doug that the correct piece would be in on their next regular shipment day- Tuesday before Thanksgiving...so obviously he didn't expedite the order and to top it all off the piece I picked up from the showroom was damaged! Unbelievable-
So to you the reader of this review, I tried to provide as much detail as possible to show you that this owner has zero customer service skills and takes zero responsibility for his actions. No discounts were given for the inconvenience and never did I hear any type of apology from the owner about his multiple errors for this project. read more
