I bought a bathroom mirror from this company. Before check out, I asked the sales rep. that if I am not satisfied with the product, can I return it. She said no problem! Drove back home, my husband and I carefully put the mirror upright in our Garage. Couple of days later, my contractor came to install the mirror. He opened the package and found there are some damages around the frame. So I decided to return it. But when I brought the mirror back, the manager insisted that we damaged the mirror no matter what I say. He even talked to my contractor trying to blame him for damaging the mirror! My contractor didn't even move it an inch! To settle this matter, he charged me $40 for damage to take the mirror back. My complain is not about the $40, but the way he treats his customers like they are totally dishonest people!
- Approximate cost of services:
- $360.00
- What could this company do to improve their services?
- If a product is delicate and can be easily damaged, ask the customer to inspect it before it leaves the premises. Also considering the transportation, provide extra protection for packaging.
- Any advice to offer fellow homeowners facing a similar project?
- Inspect the product beforehand!
- Company Response
"Regarding Chantel in Surrey and a bathroom mirror purchased from us. This mirror was purchased from our display and carefully inspected for damage by our salesperson prior to the mirror being wrapped. It was properly wrapped and carefully put into the customers vehicle. It was unfortunate after this that the mirror was badly damaged but we cannot be responsible for damage done to an item once it leaves our store. This lady did not understand this, but accused us of giving her a damaged mirror which we would not ever do. Also, we did not try to blame her contractor for damaging the mirror as we tried also to explain to him that the mirror was not damaged when it left our store. We felt bad for this ladies problem and tried to help her by taking the badly damaged mirror back. It will take hours of work to repair the mirror to its original condition, the $40.00 hardly covers the time and materials it will take to do so. We felt we treated her very fairly, as we never accused her or her contractor of damaging the mirror; however, it was damaged after it left the store."