The doors installed are not the doors we ordered. I immediately reported that the doors were wrong on the day of installation. The installer told me he would finish the job as it was easy to swap out the doors for the proper ones later and I was asked to pay half the balance owing at the time with remainder due once the issue was resolved (that was a mistake!). After multiple attempts to get someone to call me back to discuss the issue at hand and identify next steps, I received no response. The salesman, the customer service reps at head office, senior management clearly aware of the issue, absolutely none of them offered any help or resolution. I couldn’t even get the number, extension or email of anyone from the management team to escalate the complete lack of attention to the issue at hand.
After 5 emails that seem to have gone into a black void, 6 dead end phone calls, and indifferent staff at all levels of the organization, we’ve only managed to talk to frontline staff that have told us the doors they installed were in fact the ones we ordered (false), the doors we want aren’t sold by the company (only possible if their sales people carry old catalogues with obsolete inventory featured in them), and several empty promises that someone from their management team will call us tomorrow to discuss our issue (never going to happen).
All we’ve received from our follow-up efforts is terrible customer service and false accusations. I can only assume the warranty service is completely non-existent as well if I can’t even get anyone to return my call about the wrong doors being installed.
Don’t waste your time on what could be the most frustrating customer service experience of your life!
