We settled on a garage package with Nelson because they had the lowest quote and were really friendly when we were working with them, however once we had paid for our package that all changed very quickly. We set a delivery date for a Thursday two weeks from the order date and arranged our contractor, who we had hired separately from out of town, to show up the Saturday following the delivery date to begin construction.
Waited all Thursday for the package to be delivered, never showed up and didn't get even so much as a phone call. Called first thing Friday morning and spoke with Chris, who was supposed to be the person helping up but apparently had a lot better things to do. He told me that yes they were behind on deliveries, but that we should've still gotten our package the previous day and he would check into it.
He put me on hold, and when he came back he let me know that our package "should" be delivered that day for sure (the Friday). I let him know that "should" wasn't good enough because it "should" have been there yesterday. He assured me that it would be there Friday or at the latest first thing Saturday morning and gave me the go ahead to bring in our contractor and framer from out of town. I even double checked with him because we would be paying for the builders time and I didn't want to bring them in from out of town if the package wasn't going to come, but he assured me again.
At around 3:00 Friday, there was still no sign of our package, so I called Chris to see where we were at. He let me know that they actually hadn't even put it together yet to be shipped and that they were short a few trusses but the trusses would be ready Saturday. I told him to send what they had because at least the guys could get started on work and the trusses would come later on. About an hour later our package arrived, but when I got home to check it I noticed that yes, the trusses were missing, but so were our windows and our motor for the garage door.
I tried to call Chris to ask where the windows and opener were, but he had left for the weekend, so I ended up speaking with someone named Tracy. Tracy was extremely helpful and friendly, but unfortunately she had nothing but bad news. Not only were there no other trusses coming for the next day (meaning that our framers were on their way to Edmonton and wouldn't even be able to do the job, even though Chris had assured me they would arrive Saturday), but Chris hadn't even included windows on our order at all, meaning that the quote he gave us that was lower than their competition was completely meaningless because paying for the windows separately would in fact make it higher (We specifically wanted two windows and had double checked with Chris multiple times that they were included in our order, he was adamant that they were).
Basically, once they had our money they could care less about what happens after the fact. I was never rude or even angry, I simply wanted what I had paid for and had to hound them in order to get it. The only bright side to this was Tracy, who was completely wonderful to deal with and is the only person I would recommend dealing with. I had spoken to a manager (Scott) at one point and the tone of voice he used suggested he'd rather watch paint dry then actually have to deal with a customer. Apparently customer service is NOT part of their business model.