We bought the fireplace last fall and wanted it installed in January 2017. The installer discovered that we were sold a wrong part and we couldn't complete the installation. It took an entire month to get the new part, only to find out that part was also wrong. The company "rushed" the part and it took over 3 more weeks to receive. The company did not keep us apprised of the situation, we had to continuously call to get updates.
We asked to speak to the manager to discuss the considerable inconvenience we went through not being able to use the fireplace during the coldest part of the winter after we had already paid for it. Eventually we were offered compensation for just the price of the wrong part they had sold us.
Again, we asked to speak to the manager. The company ignored us and took the remainder of the installation costs without asking our permission. They didn't even tell us, we just found out when we opened our credit card statement.
I have never experienced such terrible customer service. We never received any apology and our requests to speak to the manager were ignored. We will never recommend this company to anyone.
- Company Response
Dear Debbie and Greg,
We do sincerely apologize for any challenges or frustrations caused. I would emphasize your experience was in rather unusual circumstances and I can assure you not in any way typical.
The fireplace in questions was a heavily discounted 2014 ex display model from our demonstration trailer purchased as a "Cash and Carry" sale. This being a propane model, for which the original Natural gas conversion kit did not fit, the manufacturers had to piece together a replacement kit, hence the delay. You were never charged for this part and when our offer of compensation was not accepted, we emailed you in March asking what an acceptable offer would be but we received no response.
I understand our President contacted you personally this week which further demonstrates our commitment to customer service that has kept our customers coming back for 65 years.