Karl in Vancouver

I got really bad service from sale representatives, Mike. On Jul 7, my wife and me made an order with Mike at Vancouver store. He said that my order will be hold the sale price, and I can cancel the order before shipment date without charge. Recently, Lowes has 5X air miles promotion on major appliance, the promotion got my attention since I am air miles collector. I also found out that my order @ Coast, same model of Samsung refrigerator and induction range are cheaper than Coast Appliance. So, I decided to cancel my order at Coast on 25 Sep, 2016. I spoke with Mike about the promotion at Lowes with receipt, since Mike asked the proof to confirm the lower price. After he saw the receipt, he did match the price and offered $28 off for those items. In fact, I felt bad to ask for price match, since he was not happy. He said that his offer was below cost, and he got hard time with upper level for offering too much discount...etc. So I decided to deal with Coast, although I lost the air miles reward, it is about $210 cash value. 26 Sep, 2016. I changed my mind, since my parents in law told me that they just got 10% offer price match discount from Home Depot recently, so I tried to visit Home Dept in the morning. Surprisingly, I totally got more than $500 cash discount than Lowes' offer. Since the Home Dept staff was so potential and helpful to process the price match transaction. I did not feel bad to ask for pricing match, I truly feel that Home depot is appreciated my business. Finally, I got both good deal and good customer service from there. So, I came back to Mike for cancellation for my order at the afternoon. His attitude was 180 degree changed, he was so rude to yell at me, "unethical !!! " 3 times at the opened office setting. I don't think that his reaction was appropriate, it was truly embarrassed customer. I believe that his misunderstood the situation without listening. He said that " That is unethical, you used the Coast's offer, to shop at other retail stores for lower price." In fact, Coast's invoice does not show the breakdown of my orders, it only shows the total balance. How can I use Coast's offer to shop at other stores? When I explained to him, I did not use Coast's offer to shop at other stores, I used Lowes' price (from website) to ask Home Depot for price match. Finally, I got more than $500 saving, in customer's point of view, what did I do wrong? why I am unethical? Mike was so mad, in his point of view, he offered to match the price, and lower than Lowes, but that is only $58 saving. I did not except Mike to make second price match, So, I just want to cancel my order at Coast, since he already told me that he got hard time with upper level for offering too much discount in my previous visit. I don't want to give him any hard time with upper level, I simply just ask to cancel my order. He reported to say that is unethical to do business...etc, then I have to repeat cancellation requests, he said that he will do it, but that is no print out to confirm the cancellation. He did not want to waste his time for processing the cancellation when I was at the store, because he already wasted too much time for me. Unfortunately, I did not use my smartphone to record the conversation. What kind of customer service he provides? When I went back to Lowes for cancel my order, I didn't get yell from the staff. I did not get hard feeling from the staff's angry expression during the whole process. Honestly, I am still interested to go back to Lowes in future. In customer service business, 1) smile, 2) don't say "No" to customer, provide option. 3) standing in the shoes of the customer...etc. Mike did provided those working attitude when I made an order, but not consistence when I asked for pricing match & cancellation. When I was walking out the store, I turned around to look at him at the reception, I saw that his mouth kept saying bad words about my cancellation. That is the reason why I have to spent time for writing this review. Although I got follow call from Coast Appliance senior management, I still want to share this story to Homestars readers. Hopefully, the senior management will acknowledge this complaint, I am looking forward your respond. If you need more information, welcome to let me know. Since I was upset to get yell from your staff at Vancouver store.

I compared with different companies, I am impressed by the quotation service from Centra. The sale person has laptop and printer, he inputted all window measurement, and provided the quotation by document on site during the 1st appointment. This is the most efficient service. Although the price is not cheap, to compare with other companies, I trusted on the Homestars reviews, so I still take this expensive quotation. I prefers to pay more, then I don't have headache. After I called Centra to confirm my order, the same sale person asked to meet me again for deposit payment, this is the 2nd appointment. So, he came to my house, before making deposit payment, he explained that he did a mistake from the previous quotation. Since my children were too noise around him when he calculated the quotation, so he inputted too much discount for each window. That is over his authorization. He has to provide the new quotation, the difference is $209.23 higher than before. Honestly, I am disappointed this excuse, and why this big company cannot honor the previous quotation, it is just < $210. My total cost is > $14,000. That is not a small portion for my renovation project. Since it takes time to order the windows, I don't want to delay my renovation, so I agree to pay the difference, but I really don't feel comfortable. After the deposited is paid, I got a call from Centra, the technician has to do final measurement, that is 3rd appointment. After a while, I got a call from the same sale person, he said that 2 of the bathroom room windows have to be changed because of some reasons. I understand that the sale person may not know all products in detail, why the technician did not tell me ahead during the final measurement? It means, both sale person & technician are not knowledge about their products. Currently, I am still waiting for the window order, estimate time is in Sep, I wrote this review in Aug, the installation is not done yet. Seriously, I already lost my confidence to trust their service and quality of installation. After a few days, I wrote my previous review about Centra on HomeStars. I got a call from Centra to follow up my review and comment about their service. Honestly, after this fellow up call, I felt much more sad. Since the staff did not prepare well prior making this follow up. 1) At the beginning, she said that she does not make every call to client, but I am the one she makes. In my mind, if you care your business, and what is going wrong in the business, you should care the negative comment and make follow up call. That is the opportunity to rebuild your brand's name, to fix any misunderstanding between the client and your company. 2) After she listened my complaint, she asked me what I am looking for from them. If she really understand my frustration, why do you tell me what you can offer to me? 3) She needs to talk to the sale person for understanding the whole situation, then she will call me back. Why you did not talk to the sale person before making this call? Once she called me back and left message, she said that the sale person was upset about my complaint and my bad feeling. In fact, I don't have to know how the sale person's feeling. He provided the quotation by document, when I decided to make deposit, he did not honor the price because of his mistake. If your company care your client, you should care client's feeling as priority. 4) Finally, she did not offer any compensation, did not honor the previous quotation...etc. She just repeated to say "My window order is lifetime warranty from Centra". That is Centra's commitment to every client who is willing to pay more, because Centra is not cheap in the market. I really felt to waste my time to talk to her, and I am so regret why I choose this company. A few days prior the installation date, I got a call from Centra for confirming appointment, the representative only told me the date, she did not tell me what time the installation crew will arrive until I asked. Also, she asked me to remove all window blinds as well. In fact, I am not handy man, I really have no idea how to remove the blinds. Now, I realized the fact, please don't listen to her instruction. the crew is so professional. My house's basement is tenant occupied. I could not remove the window blinds in basement before the crew arrives. I saw that the crew just told a second to remove all of the blinds, but it took me awhile to find out how to remove the blinds. Also, when the crew completed the installation. They are so kind to re-install all blinds in the basement only before they left. Since the window blinds in upper level were not remove by them, they are not going to re-install. Why they don't go extra mile for client? That is easy job for them, only taking a second to do. At the end, I have re-install all window blinds by myself in the upper level. I was so angry myself why I followed the instruction to remove the blinds. The installation crew arrived my house on time. One of the staffs told me that they have 2 teams today, hopefully, they can complete the job within 1 day, rather than scheduled for 2 days. Finally, this crew made it, they started at 8:45 am, completed 16 windows and 3 patio window doors at 4:30 pm. The installation crew is friendly and helpful. One of the team members provided options for me how to install patio door, it helps to match my deck new vinyl flooring. In fact, the same staff was holding the heavy patio window door, he did not ask his teammate to help, so the patio window door hit the gutter accidentally. I did not upset, because I am going to build a sunroom, so the gutter will be remove soon. Honestly, I cannot comment the quality of the window and handiwork of installment. I have to wait at least a year for using all new window before making any comment. There is many window companies in the market, Centra is one of the expensive. If I go to 5 stars restaurant, I truly expect good service and tasty food, I pay much more than fast food at food court. Overall, I don't get good service and no idea how good is the quality of the window yet.