Zean was recommended by my mother's friend, so we went with them because our usual contractor was unable to fit us into his schedule.
The quotation process was smooth. The man who came to do the measurements was very meticulous with everything. He provided a good amount of insight towards what we could/couldn't do with our counter top, along with good design suggestions. They also have a good selection of materials.
The men who installed the counter top did a good job, and I am overall very pleased with how it turned out. Everything looks solid, and it looks a lot better than how the previous counter top looked. I have 3 stars for my satisfaction with the company's quality of work; however, I deducted the rest based off my final experience with their sales rep.
Now here comes my issue, which has ruined my overall experience with this company. My issue is with the call I received from the sales rep in regards to the payment. There was a miscommunication regarding payment between my mother and I, so we missed the 'promised payment time', which was right after the counter top was installed. In which, the sales rep (a woman) called me a few hours later, yelled at me, yelled at my mother, demanded immediate payment, etc. And it's not that we didn't intend to pay, it was just a misunderstanding. But this was extremely inappropriate behaviour on the representative's behalf, and it definitely could have been handled more professionally. Although she firmly believes that she is professional, because she is 'nice to nice people', and 'people who pay on time'. Niceness has nothing to do with professionalism. She could have expressed calmly that she did not receive the payment yet, and needed the payment to be arranged immediately. Instead, she kept raising her voice, which made it difficult to reason with her because she would not listen.
I arranged the e-transfer, and I expressed that I did not appreciate her behaviour on the phone, because it was disrespectful towards my mother and I, as clients. It was extremely rude and unprofessional, and she could have handled it more tactfully instead of raising her voice. She did not apologize for her behaviour, instead she replied in a way that makes me question the type of people that this company wants representing them to their clients. That kind of reply from a sales rep, let alone an adult, is completely appalling to me. It was extremely passive aggressive, and she tried to justify her behaviour by shifting the blame and insulting us. Is this how a sales rep should treat their clients, even if they make a mistake? Not at all- there is absolutely no situation where it is appropriate to start off a phone call by raising your voice.
I will not be doing any future renovations with Zean, nor will I be recommending them after this experience with their sales rep. If it was not for this experience, I would have given a 9/10.
- Approximate cost of services: