From the moment I walked in, Sandra was rude and dismissive. She immediately passed me off to Michael, who clearly lacked knowledge about the products and only tried to push the most expensive options. When I asked about more affordable units I found myself, I was told they weren’t available for a week until I insisted, and suddenly they were available?
Communication was extremely poor. I was told multiple times that I would receive follow-up calls, but no one ever reached out. Every update had to come from me calling them, and each time I reminded Michael, he acted completely clueless and even told me I would get delivery yesterday yet when WE reached out again on our own to figure out where our washer and dryer was they said that they won’t be able to deliver until another 3 more hours from then. The day prior me and Michael had a conversation about how it was vital we would get our delivery in the morning in which he agreed to so when my partner asked for a different day Sandra was trying to tell us we could just wait.….? I grabbed the phone and told her no and explained to her how we told them ahead of time the timing and she finally said she could squeeze us in to get delivery at 9 am the following day.
When I called about a delivery and measurement issue, Sandra was unhelpful, blamed us, and failed to clearly explain the restocking fee until I brought it up myself. To make matters worse, she hung up on me mid-sentence.
The only positive part of this experience was the delivery team Jermaine & Angel. They were kind, professional, and even stayed to help my partner with his questions about remeasuring to see if a stackable unit could work. Ironically, that option would have likely made the company more money due to restocking and redelivery fees.
Overall, this felt dishonest, unprofessional, and completely customer-unfocused. It seems like the priority here is commission, not actually helping people. I hope management takes this seriously.
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From the moment I walked in, Sandra was rude and dismissive. She immediately passed me off to Michael, who clearly lacked knowledge about the products and only tried to push the most expensive options. When I asked about more affordable units I found myself, I was told they weren’t available for a week until I insisted, and suddenly they were available?
Communication was extremely poor. I was told multiple times that I would receive follow-up calls, but no one ever reached out. Every update had to come from me calling them, and each time I reminded Michael, he acted completely clueless and even told me I would get delivery yesterday yet when WE reached out again on our own to figure out where our washer and dryer was they said that they won’t be able to deliver until another 3 more hours from then. The day prior me and Michael had a conversation about how it was vital we would get our delivery in the morning in which he agreed to so when my partner asked for a different day Sandra was trying to tell us we could just wait.….? I grabbed the phone and told her no and explained to her how we told them ahead of time the timing and she finally said she could squeeze us in to get delivery at 9 am the following day.
When I called about a delivery and measurement issue, Sandra was unhelpful, blamed us, and failed to clearly explain the restocking fee until I brought it up myself. To make matters worse, she hung up on me mid-sentence.
The only positive part of this experience was the delivery team Jermaine & Angel. They were kind, professional, and even stayed to help my partner with his questions about remeasuring to see if a stackable unit could work. Ironically, that option would have likely made the company more money due to restocking and redelivery fees.
Overall, this felt dishonest, unprofessional, and completely customer-unfocused. It seems like the priority here is commission, not actually helping people. I hope management takes this seriously.
