I called Centennial Glass because of their high ratings. I have never given a poor review on a company before because mistakes do happen. Not in this case.
Facts: a custom ensuite mirror was ordered in May 2019. It was not a standard mirror & required special measuring. Four times I was advised to stay home for its delivery. Each time the measurement was incorrect and each time they assured me that the next time it would be right.
After the last failed delivery, in the first week of August, I advised the sales person, who was lovely, that I was not pleased that I had gone for 4 months with no bathroom mirror and no light that could be installed consequently. I was eventually passed along to the manager.
They had outsourced the beveling of the mirror and this is where many of the issues had occurred. I told them that there should be no charge for the mirror to Centennial glass from that out-sourcing company and that that credit should be passed along to me for my inconvenience. The manager told me that they would only be willing to commit to a price adjustment only after the mirror was installed. I asked if he would put that in writing to me and explain why an adjustment would only be done after the work was done. He would not.
It was at this point that I said that I did not see that anything was going to be any different moving forwards with them and that I would like to cancel the order. He said that they would be charging me (I forget the exact number) appx $500 (again...I am not sure of this number) as a minimal fee for installing a new crank on a window that I had them install. I had them look at the window one time when they were at the house. To make a long story short....they did adjust the price of the crank install to a more reasonable amount. But the point being that they had had a pre-prepared number all ready to give me...almost as a punishment for cancelling.
I asked them one last time if they were sure that they were sure that they wanted to go this route with the mirror install, knowing that I was so unhappy and so terribly inconvenienced. His parting words to me "If you think that we are going to grovel you are mistaken. We are not".
It should also be mentioned that as their scheduling manager deserves a ranking of below 0 star. His attitude, particularly towards women I would guess, was not acceptable.
I will never ever advise anyone to use this company.
- Company Response
Hello Carole, Thanks for taking time to write this review, and also for providing your feedback. Know one on the team feels great when this level of frustration and disappointment occurs for one of our customers, so on behalf of the entire team at Centennial, we would like to apologize once again for your negative experience with us. I have spoken to all the members of the team, and they're all very sorry that the supplier we were working with had some issues fabricating the mirror to the correct specifications. I know how frustrating the delay must have been for you as our customer, and we also can understand that when situations like this happen, we all feel pretty deflated, and angry. No question, we can always work on improving our service delivery and communication to a higher standard. I don’t believe anyone on the team was trying to be disrespectful, but that was your experience, so everyone here on staff will own the feedback you provided. At the final point in the sales process, the Sales Manager, Alex, provided the most discount possible for the delays in our service, and could not provide the product and installation, without any cost. Carole, if you would like to reply anything further, please feel free to reach out off-line via our “complaint and service failure” option on our website under our forms. It goes directly to myself and the VP. Of Centennial to address customer complaints and we handle them immediately. We hope to earn back your trust again soon