We ordered a vanity cabinet in May 2017. Due to delays getting a contractor, we were not ready for installation until Feb 2018. Westridge service coordinator said because our order was small she would see if the warehouse could store our cabinets until we were ready. Westridge was accommodating of our situation. Very nice of them.
We finally got our contractor going in January 2018. We paid in full for the vanity in Feb 2018 and asked for delivery Feb 7. Service coordinator confirmed delivery for Feb. 7. We waited all day, and no cabinets were delivered. We and the contractor tried contacting the service coordinator throughout the day to find out when the delivery was coming and no reply. In the following days, we contacted the service coordinator and the business manager in Edmonton almost every day and no reply. I dropped by the Westridge Edmonton location in person on Feb 9 and met with the business manager and she apologized. She said the warehouse did not ship the cabinets and did not inform them. As far as they knew, the cabinets had been shipped. This points to a flaw in the internal communications between the Westridge warehouse and their Edmonton office - seems to me that there should be some process to verify orders, shipments, and deliveries. As of Feb 14, the day I am writing this review, still no cabinets and still no communications. No courtesy phone call, text, or email to let us know there has been a delay, the cause of the delay, or an expected new date of delivery. We have no information on when we can expect our cabinet.
Due to delays on our end, we can understand if our cabinets got tucked away in some corner at Westridge's Red Deer warehouse and perhaps are difficult to find. What would be nice is some communications to let us know. I looked at a few other reviews, and I notice that other customers have concerns with communications. There appear to be some serious shortcomings in post sale coordination and pre-delivery communications and my advice to Westridge senior management is this is an area you need to address. Poor customer communications will eventually hamper the growth and continued success of your company.
I will note that we went with Westridge for our master ensuite vanity cabinet because we had a great experience with them on our kitchen cabinets. Our kitchen cabinets are great quality and we had on-time delivery and flawless installation. We wanted to support an Alberta company.
Our experience on the vanity cabinet has not been as satisfactory.
I am hoping by writing this review that someone in Westridge will notice and get back to us because email and phone calls don't seem to be working.
Update Feb 20, 2018 - still no sign of vanity cabinet.
Update Mar 16, 2018 - still waiting for cabinets. Left voice mail. No response. Updated rating from 2/10 to 0/10. They will have to show us some exceptional service in the future for me to update the rating to something better.
Update Mar 21, 2018 - cabinets finally arrived! Yay! Disappointed to find out they have stain problems on four out of five drawer fronts and they built the middle tower cabinet wrong. Who builds a drawer cabinet as two separate pieces and then expects to fix it by adding two more gables to it?