Do NOT order from this company
Do NOT order from this company or take their sales representatives information as factual about their products. After informing us incorrectly about the boards we could order that fit the needs of our space, they wanted to charge a 20% restocking fee to take back our order. After asking to meet in the middle with the restocking fee (and, still no accountability/ownership that they provided us the incorrect boards) they let us know that the owner refuses to have these boards back and he will no longer help us resolve this issue.
Key takeaways
1. Sales rep provided incorrect information for placing an order
2. Elite Trimworks accepts zero responsibility and accountability for their team members mistakes
3. Terrible customer service
4. Continues to place blame back on the customer
- Approximate cost of services:
- $500.00
- Company Response
Hi Corey,
We can certainly understand your frustration with this. Especially when it comes down to an initial miscommunication. There is a process in place when ordering. As a customer places an order, they are asked if they agree to the terms and services to proceed with the order. We were in contact via phone and email throughout the process, including directly after you had placed your order at the end of March. You received emails that included a detailed invoice stating what products you ordered with links to our website with the product description. As well, you picked up the order from our warehouse the first week of April and signed off that it was the correct one, accepting the responsibility from that point. It was a week later, according to our records, that you realized it was the wrong product.
As we have stated in our communication with you, the product that you did order was made to order, and it is clear in our terms and services, which you initially accepted when you made the order, that products that are made to order are non-refundable and non-returnable. We did offer to waive 50% of the cost of your next order for the proper product that you wanted. Your response was this review. We are sorry for the inconvenience and frustration this has caused you. Make no mistake, we will strive to improve and ensure that our salespeople are exceedingly clear when recommending product to our clients. We do apologize again that you were unhappy, and we’re sorry we could not come to an arrangement despite our efforts.