We bought mouldings from westcoast on 2 occasions. we were happy with the product quality and the customer service until our recent purchase. I decided to pay extra ($100) to have the materials delivered to our house. The delivery arrived short materials. I attempted to contact westcoast but my calls were not returned. Once I did get through I was told that they would only replace one of the missing lengths of materials and was told that it was my word against the drivers and essentially my fault because I signed for the delivery. Completely skipping the fact that westcoast didn't put enough material on the truck.
so in the end I am out what amounts to a small amount of material but material I paid for none the less. Unfortunately I will not be purchasing anymore material from westcoast over what I viewed as a small issue that they insisted was my fault. For the most part I was happy with my experience until this issue. It is a shame.
- Company Response
Thank you for your response. We are sorry that you had a bad experience with Westcoast, but are pleased that you also experienced good service and quality. We note that the purchase referenced was through a third party. We try very hard to avoid issues, but when they do occur we are typically required to deal with our customers directly, not their customers. In this case a manager was involved in an attempt to come to a workable resolution. Our product is sold FOB our Surrey warehouse, however we do facilitate delivery for an additional fee. Unfortunately once a product is signed by the customer as delivered we can no longer take further responsibility. There is no assignment of blame. There was a claim of two missing pieces, but only one was required to complete the job. As a token of appreciation to our long standing customer we agreed to replace that one piece at no additional charge. Consequently you are able to complete your job at no additional cost. This was discussed with both our customer and you, and it was agreed to be an amicable solution. We are very sorry that you no longer feel this way. However, that piece is still available for pickup. We hope you change your mind and purchase directly or indirectly through us again. We are confident you will be happy with your experience, as you were previously. In fact we will endeavor to make your experience great.
Sincerely, the team at Westcoast Moulding.