Mediocre product abysmal customer service
I thought that I would reach out to you about my experience at your facility. From the time I called there after my initial visit not once did I feel that I was being treated as a customer. I felt like I was burdening your staff to answer questions and the time in which my requests were responded to were sometimes non existent. Just today was the final straw when I returned a fully damaged already opened box of the flooring I purchased and picking up another t mould. I was appalled that I was not just given a straight exchange after a faulty product was delivered back to you by your customer who was inconvenienced by the faulty product. When I explained this to Daniela she was as cold about it then I could ever imagine as if the 20 dollar difference was enough to sever any future relationship with a customer who just spent almost $1000 at your store. It should have been your worker who should have offered it as a straight exchange and take the minor loss for inconveniencing a customer of yours, but her approach was to be argumentative and unhelpful.
Your customer service skills at your store are more than sub par and they need to be addressed.
It is unfortunate that I had to be put through this and it has impacted my view of your business and I will make sure that if anyone ever asks me about the floors I will not be recommendeding value wood floors but quite the opposite to ensure that nobody goes there.
All this over 20 dollars. What a shame.
- Approximate cost of services:
- $1,000.00
- Company Response
At Value Wood Floors, we strive to make sure that all the products we carry are of a high quality and meet the pricing needs of our diverse clientele. In this instance this customer purchased the end run of a line of laminate from one of our manufacturers. They were told that the purchase would be a final sale and they were shown the material that was available as there was only a set amount. The customer was shown the product and they agreed to the terms.
After the purchase, the customer stated they no longer needed some of the material and asked to return it without penalty. He also required another t-mold. Although it was already established that the sale was final, we agreed to take the material back out of good will. We explained that they would have to pay for the t-molding. The customer, unhappy with this, elevated his voice and used profane language towards Daniela which resulted in the “cold” demeanor that was mentioned.
We have been serving our community for over 35 years and offer our knowledge and service to everyone who walks through our doors which has been very well received by our community.
It is unfortunate that this situation came to be, however we do our best to treat all of clientele with dignity and respect and look to have the same in return.
Thank you for your patronage.