We remodeled our entire home and used Roughing It for a large portion of the refurbishing process. Brian and Mandy, who are no longer there, were the managers and they worked very hard to provide quality products and quality service. We did meet the owners Gerry and Sue but they were not directly involved with much of procurement process. They did like the fact that we spent 10's of thousands of dollars!! Over time, one of the shelves that was incorporated into a glass mirror in the bar area (48"x8"x2") warped and became unstable. I called the store to ask if I could get a replacement. I NEVER asked them to pay for it, only to ask if I could get another. I made this call in December of 2020 and finally January 14th I received a call back from Gerry the owner saying "we didn't supply this shelf". I insisted that they had which I have proof that they did. I sent photos to one of the staff who never did get my name right and they did acknowledge it was their material. I asked her to please order a new shelf and I thought the mater was resolved. Far from it!! Staff forgot to order the shelf in January, which is understandable. Staff forgot to order in February which was getting frustrating and I let her know that. April 5th rolls around with absolutely no word on our shipment so I said "can you get the shelf or not? Or do you not want to? For Christ sake". Turns out it was her father's funeral, which is unfortunate, but if they would have been more proactive for such a simple order, a frustrating contact would have NEVER been necessary. The owner then tried to call me 9 times in rapid succession and I was in zero tolerance mode and would not take his call!!
We will be advising all of our Family and Friends who are considering remodeling and refurnishing projects in the near future to STRONGLY avoid Roughing It In Style. I have undeniable proof of ALL correspondence regarding this matter and will be happy to share those with anyone involved. Such a shame because, we enjoyed working with the previous staff that provided flawless service. There is no reason in the world for such poor treatment of customers who placed their trust in people that do not value customer relationships!!
Robbin Peppler read more