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Review 8/26/2010
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I had Closet Factory do a closet installation last year to provide me more space. At that time, I was most satisfied with their service and workmanship, which they supposedly honor with a lifetime warranty. Recently, a crack developed in one of the top connecting pieces and as a result that compartment separated and of course the rods and the clothes fell. I contacted Closet Factory and sent a picture of the crack to which they initially said "too bad", saying that it would cost $150 just for them to come out and take a look, not counting any work or materials that might be required. As a result, I hired someone else to fix it for $100. In a subsequent conversation with one of the Closet Factory receptionists, she said that they had changed their mind and considered it to be a warranty issue. Thus, I then sent in the receipt for reimbursement as per their instruction. After getting the "run around" with no results, I sent a letter to the CEO regarding the situation. Lo and behold, he actually called me on the phone. However, believe me, that was the "end" of any customer service as he not only proceeds to tell me that it was not under warranty, as it must have been due to an earthquake (or something like that!), but goes on to blatantly insult me as a customer, stating that he was glad that he caught this before they paid out the $100. Furthermore, he said that the person who told me that it was under warranty made a mistake (even though that supposedly was the person assigned to make that decision!)and as such, he had no obligation to honor that commitment. He went onto say to me "don't you ever make a mistake?" which obviously was not the issue. Finally, he defined "customer service" by the fact that he, as CEO, was calling me, i.e. I should be honored to have that privilege and not to expect anything more. I then told him that I would not deal with his company anymore and he stated that was fine! In summary, he was arrogant, insolent and as far from "customer friendly" as anyone could be, completely offsetting any customer satisfaction that I might have had from the work and service that Closet Factory provided initially. I just hope that by saving that $100, the company can stay solvent and he, as CEO, can continue to "earn" his salary.
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