just now
I had a renovation job booked for a customer who was on vacation and I was to install trim. I met the owner and he showed me the catalouge and recommended me an installer.
I went into the store with a sample piece of trim and showed the lady at the front. I ordered 840 feet (64 14' pieces). She processed that amount and charged me the total amount on my credit card, advising me that the delivery would happen within two days. They only delivered 300 feet, and my guy needed it all there to pre paint all the trim.
I contacted fancy and after 4 separate times of being on hold and told ill be called back, they sent their guy back after a couple days. He asked me how to get in to my frustration as I made it clear we have a code and not a key.
When my guys arrived (4 total) they realized the delivery guy didn't just lock the code he actually locked the manual key on the bottom, effectively locking us out. I tried to contact the customer but they were on vacation so I didn't hear back for a couple hours. The guys waited for an hour and a half before they left.
Luckily the client had another code for the garage door. My painter went back to open that door, and then realized the deliver driver also locked the interior door from the garage to the house. I contact the customer who says i would have to call a locksmith. I end up doing so and paid for the guy to come and unlock the door. I couldn't wait any longer for fancy to "call me back"
This ordeal pushed us ahead of the deadline, cost me $200 for a locksmith, 4 separate unnecessary trips from my painter due to the several mistakes (which I paid for each time), and 3 carpenters waiting for an hour and a half. To add salt to the wound when the carpenters (recommended by fancy) finally did do the job it was quite shoddy, shown in the pics below.. had to get my painter to repair all the damages after the fact.
Trying to speak with the customer service desk was useless as they kept putting me on hold and asking if I can call back later, so i went to the owner directly. I was quite shocked at his response.
The owner was aggressive, condescending, and unwilling to listen to my situation. He blamed me for messing up the order, was angry I went to the front and didn't remember who took my order instead of going to my rep. He insists they never locked the door, asking if i had cameras. How could that be possible when they were the last ones in there and my painter has been storing his stuff in the garage and coming in and out of that door the whole time?
After over a week of me trying to contact him to have a civil conversation, he offers me a 50 dollar store credit.
After the locksmith, several trips/waiting, and fixing tge installer mistakes my costs were over $650 and that doesn't factor in the setback on the job and having my customer come to an inprogress project. Eventually he says sorry buddy I can help you with the 100. I tried to compromise and simply asked If he could go half on the locksmith and they waive my $80 delivery fee (180 total) and he wasn't willing to do that.
My overall experience was that they do not value smaller customers whatsoever, nor do they hold them selves accountable to mistakes. Didnt even get a single apology, just denial and blaming me for anything. My business took quite the hit during covid and im trying my hardest, having to pay out-of pocket as a small business while this large company who made the mistakes doesn't is infuriating, as well as feeling belittled for not having tons of projects. Whether I am doing a full renovation or just painting a front porch, I value all my customers and treat them with the same respect. I would never recommend this company
- Approximate cost of services:
- $450.00