The products here are lovely, and the people I've heard are nice, as long as everything goes as planned. But as soon as it didn't, they turned on me, blamed me for their faulty product and then had the gall to be rude, accusatory and hostile to me.
I splurged here and bought a Big Green Egg for my husband for Father's Day. I came in on the Saturday before Father's Day, along with some accessories. I was told to pull around to the side door where "all my stuff" would be waiting and their people would load all of it into my car. Two very young people tried to get it in my car and could not, so I had to help. During the process the plastic base for the seat I removed in my van to fit the smoker in was bent and cracked. Once I got home, had two friends come over and carefully move the smoker in place (it weighs 155 pounds), I waited with great anticipation to give it to my husband. He was thrilled of course. But when he opened all the packaging we realized a) an important accessory I had paid $65 for was not included, and b) the egg was severely damaged. It was cracked in several places. We were so disappointed. Plus, I'd bought an expensive piece of meat that I'd planned on making in it for dinner for our entire extended family the next day. I then saw a message from the salesperson telling me I had "forgotten" the accessory and I could come pick it up on Monday (they close at 3:00 on Saturdays and are closed on Sunday). I left a message letting them know the egg was severely damaged and needed replacing (on an answering machine with an outgoing message still on there about being closed on New Years Day, in June).
Monday morning I called and asked the salesperson if I could speak to an owner. She said they weren't in, and she didn't know when they would be. I told her the problem and she said the owners would get right back to me. I sent them a picture so they could see the damage. The salesperson said it would "probably" be replaced under the warranty. I didn't hear from anyone for a couple hours, so I called back. I reached Casey, one of the owners, who said nothing of the inconvenience or problem. No sorry. No omg that's never happened before. no, how can we make this right for you? She just told me to bring in the part of the egg that was cracked and she'd get me a new one. I told her it was too heavy for me to bring in, and could she have someone bring me the new one and take the broken one. She said they could....for $65. I asked her to please waive the $65, given the trouble I'd already been through, and she argued but then agreed. Jay, the other owner called a few hours later and said he was going to come bring me a new one. I thought, finally someone is going to act like a business owner who cares about his customer!
He arrived with a terrible attitude. My husband was on his way out to an appointment and when I asked him to move his truck, Jay mumbled I thought he was going to help me move it. I had never once said anyone was going to help him move it. I stepped inside while he moved his truck, and next thing I know he is driving away. He has taken the old egg and left the new one in my driveway. I called him immediately and said aren't you going to put the egg back where it was? He said no, you refused to pay the set up fee so that's all you get. You told me your husband was going to help me move it but then you all just scattered. (I was literally on the other side of a sliding glass door from him.) I said, do you have any idea what my experience with your business has been? He started yelling, "no let me tell you this! I have been selling these green eggs for 7 years! They are shipped all over the world and I have never seen one broken like this!" I'm like, yeah! Imagine how I felt! He said, "I took one out of my stock to come replace it and have to use my warranty" and on and on. I couldn't believe it. He was blaming me! Like I broke it! I said, I paid over $1000 in your store and came home with a broken, unusable product and something I had paid for that your employee forgot to give me! I could not BELIEVE how nasty he was being. Finally, I said fine, I'll pay you to come back and set it up. I left the $65 dollars on the box and waited for him to come back. When he did, he brought up the pieces and then called me from outside my door to have me come look at it. He was hostile and angry and nasty. He handed me back my money and I said that's ok, you're gonna set it up for me, right? he said ,no. And left.
He was mad from the get go that he was having to deal with this problem, I guess assumed I had somehow broken this giant thing just to spite him and get free delivery of something out of him, and was completely rude and unprofessional to me. I would not recommend this store at all based on my experience, and will be sharing this opinion with the several people I know who shop there for their hot tubs. read more
