I've had two experiences with two different companies and their customer service. The first company is Hillcrest Carpet in Mayfield, Ohio. They installed vinyl flooring and carpet in my home in October of 2004. I have had some problems and have been calling them since April 9, 2006 to come to my home to fix/look at the situation. I am told they will call me back, and they will come out. Nothing happens. I want to put this message out to anyone who deals with Hillcrest carpet that they do not honor, respect or treat their customers with any gratitude for dropping a bunch of money at their door.
The second company is Merillat cabinetry. These cabinets - expensive ones, too! - were installed in September of 2004. This past winter two of the drawers have caved in. I have been trying to get these fixed - also since April 9 of this year and they don't even talk to me. Everything is done via email - nice touch don't you think? I was told via email to provide pictures, and a description of what my problem was. I did that weeks ago and am still waiting with a kitchen drawer sitting on a counter top taking up valuable space as I await their decision. I have found out that my request for service is sitting with a warranty review board. I need to have this fixed whether or not it is covered under warranty - which incidentally I was not given at installation. So once they make their decision....I'll most likely have to wait more weeks to get it fixed. Again, anyone looking at Merrillat cabinets, beware, be very cautious and certainly ask for customer service referrals, ie peopl who have had some problems and how effective the company was in helping them.
The thing that amazes me about all of this is the total and complete disrespect and lack of value that both of these companies place on customers. There is no customer service. Let me reframe that. Customer service for both of these companies is - we'll get to you (or not) in our own good 'ole time. In the meantime - tough luck for you. Neither of these companies are looking for repeat sales - they won't get them for treating customers the way they do. Anyone can have a problem with a purchase. A really good company responds quickly to it's customers and does not ignore them for weeks on end.
There is a new way to do business these days -- it's let the seller beware-- the internet is a powerful tool and we consumers are certainly required to let everyone know of problems.
Investigate always before you buy. Ask for referrals - particularly from people who have had problems - the real test of a company's worth - and call them!
