George McNally
I have calmed down enough to write this. I will attempt to be polite and professional as I write this review. Before I begin, I will say that we have been loyal customers for over twenty years and up to this point, we have been 100% satisfied with their customer service and repair service. Second to none.....every issue we've ever had has been professionally and promptly taken care of. Up until today. A couple of weeks ago, my wife and I went to pick out a new fridge....found what we wanted, ordered and paid for it and set up delivery. First problem......they showed up *two* days early. To add to the confusion, my mother lives with us, she has dementia, her care nurse was *not* expecting a refrigerator and neither were we. My wife is a nurse, she can't just leave work, it was a *huge* inconvenience for her to arrange someone to come in and cover her shift so she could come home. And an added bonus, she had to work late to make up her time. I am not permitted to answer my cellphone at my job, when I got off work and checked my texts.....I was not pleased. Second problem, they had unloaded the incorrect refrigerator and were about to install it. Not sure how they showed up two days early with the wrong fridge. Having said that, my wife said the guys delivering it were very nice and friendly....as they always are. When I got home, I called your business and the gentleman that we originally ordered the fridge answered the phone. I described in a polite and professional manner how disappointed I was with how things played out. Did I get an apology? Nope. I got the gentlemen not owning up to his mistake and he wanted me to look up my paperwork. Huh? I didn't make the mistake. He was not a good listener, he constantly interrupted me ....not listening to me and the fact that we were extremely inconvenienced ........and they attempted to deliver the wrong fridge as an added bonus. I told the guy flat out that they dropped the ball on this one and all I got was interruptions. I was attempting to describe how unhappy I was in a respectful manner, all I got was interrupted numerous times. I worked retail management for over 40 years.......when *I* made a mistake, even if there was a *hint* of me or my team making a mistake, as long as the customer was reasonable and polite.......I would BEND OVER BACKWARDS to make sure they left my shop happy. Even if they were wrong........if they were polite, I made sure they walked out the front door of my business happy. I'll be honest, the gentleman upset me so much, I just hung up on him before I lost my temper even more than I already did. Not sure if we will be back. I gave this review 2 stars because the service folks had no idea they were two days early and couldn't have been nicer. This gentleman needs some customer service training, he really, REALLY pissed me off. All I wanted was an apology, and I didn't get it. Here's the thing, if the guy woulda just said......" I'm not sure what happened Mr McNally, I'm sorry, we dropped the ball, how can we make it right?" If he just said those two words, I wouldn't be writing this review. I haven't been this upset at a local business for a long time, you guys dropped the ball big time on this one.
