My wife and I had two pallets of tile delivered to our home from your company. The delivery guy was great and helped me move the lumber that was piled in front of the garage door left by Rona.
He put the pallets in as far as he could with his forklift so I could close the garage door. As great as that was it now prevented us from getting our car in the garage. As im in a wheelchair it's really important for me to park in the garage.
I called and explained the situation and said they need to send someone with a pallet jack to move the pallets as we are looking at a couple months before the tile is installed.
He called the same company back who did not have a pallet jack. The driver with his forklift moved it over slightly but not enough to make our garage usable.
I called again and said there needs to be a solution. He said repeatedly this was a unique situation, one they had never experienced before. I offered three suggestions and sent him photos.
He called back and said that they had already sent the driver back at their cost of $80 and that there was nothing more they were willing to do. He sent me the name of a company he knew of that charged $100 an hour and they could move it but they aren't paying for it.
I own three companies and in each company we go above and beyond for our customers, often costing us our profit. Why do I do that? It comes back 10 fold. We have loyal customers who don't just keep buying from us but are evangelists of our company. You can't buy marketing like that.
The sales rep claims management approved this position and they were done with us. So yes you saved $100 or maybe a bit more. We are rebuilding our entire home and the next remodel is the kitchen then the basement which includes a 14×14 wine cellar. So that $100 just cost you $20,000 or more. We will provide that money to your competitors.
Whoever owns this business needs to train their staff better in dealing with "unique" situations. read more