As described by previous reviewers, these guys are unprofessional, unorganized.
I saw an ad on their site advertising an Ariel steam shower for sale, I needed one for my basement project right away and they had one IN STOCK. I asked Randy if he had one in stock he said yes so I made the purchase.
During the purchase their accounting software was down so they couldn't produce a receipt for me; so I asked them to email it to me (Never happened even if I followed up with them on many occasions - until they decided to slap a 25% restocking fee on my refund; more on that later)
Next day we went to the warehouse to pick up the shower, I was informed that the box was damaged(One of the crates was damaged) during shipping but the parts were still good. We pick up the shower and headed home with the item.
Waited about a day to unbox everything for assembly and during this we noticed some parts were missing. Glass shower door, aluminum trim, hardware package, instructions were missing. I contacted Randy and he said he will look in the warehouse the next day for the missing items
Here is what transpired after that day:
-Waited a couple of days for them to try and locate the missing items
-Finally got a hold of them and now tells me his employee Brad is going to handle the missing items
-Brad is just as hard to get a hold of; tells me he will try and locate parts in Calgary or in California. If it comes from Calgary then it'll be there the next day and if it is in California about 4 days. Told me he will call me back later on that day to confirm...never happened
-Called Brad the next day and informed me that it'll come from California and will confirm with me on arrival.
-Several days of un-returned calls, emails and messages I decided to go back down to their retail front to inquire. Brad tells me that it's coming from California and it went out "Literally Today" on a truck and will be here the following Monday (This was Thursday). I told him having it shipped by LTL on a truck will take more than 4 days.... so I told him I'll give him until Wednesday or else I'm going to refund the whole thing or exchange it for another unit(I didn't want to exchange because the experience is lackluster at best at this point; but I needed the shower to continue on my basement project) I asked him to get a tracking number from the LTL Carrier and call me back. He obliged and said again...he'll confirm with me tomorrow.
-Tomorrow comes and goes without a call
-Wednesday comes and I get a hold of Brad to see where these missing parts were. He tells me the hardware package will be here today and now saying that the door and trim pieces will be "too long to get here" and offered to give me the door and trim from the floor model (Different model than I had). I told them that I didn't want the door from the floor model because it's not the same model and it swings the opposite way.
-I then asked to exchange it for a different model which he said has all the parts or that I want a full refund. Brad then offered to exchange it to the other model or give me a full refund and that I could drop off the original shower I purchased at their retail location and pick up the other one the following day at the ware house.
- I dropped off the shower at their warehouse and Randy storms out and says "We can't receive this here, this isn't the warehouse!" I told him Brad asked me to drop it off here and I'm not going to load it back up and bring it home with me and I've had enough of getting dicked around by them for 2 weeks.
- At this point Brad was mumbling "Just give him a refund and be done with it" - At this point I was pissed at how unprofessional they were and decided to accept the refund instead of exchanging it. He then says he will bring it to the warehouse to inspect before issuing a refund (acceptable). 14 days later I get a refund with a 25% Restocking fee tacked on! (I'm still working with VISA to get this back)
STAY AWAY FROM THESE GUYS