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Adam Benvenisty
2023.06.08
I don’t want this to get lost in the rest of my review, the finished product that we received was exactly what we wanted, and we could not be happier with the result. If this review was based off the result only, it would be a 5/5.
Our issues, and the main reason for a 3/5 is their customer service. There was one time throughout this whole process that they arrived at the time stated and that was for measurements. The gentleman who measured the space was prompt and paid great attention to detail.
Our bad experience comes with everything having to do with installation and communication. First, we had a date on the calendar for installation for a little over two weeks. The day before we are supposed to get installed, we get a call that they need to push to the middle of the next week. We had other work being done on our kitchen, so that caused us to push back that as well.
The day of installation, they came two hours after the time that they told us they would be there. In addition, they go to install the piece over our sink and the installer realizes that not enough was cut to accommodate our sink, so they had to leave and re-cut the piece, with installation the next day. The following morning, we called to find out what time they would be there and were told 3pm. They did not show up until about 5pm. Before they came, we wanted to know roughly how long it would take because we had to leave the house no later than 6:30PM. They assured us that it would take 40 minutes since they had already removed the existing countertops the day before. It ended up taking 2 hours and 40 minutes.
If you are going to come late, I would rather you give me a 2-hour window and say we will be there between 3-5, then being told 3 and being 2 hours late. I think the biggest frustration is that there was a lack of communication throughout the process.
They would never call us to inform us of delays, we would only find that out if we called. We had even asked to speak to the owner and were told he would call us back, but didn’t get that for two days, and when we finally asked again if he was around, we were told he was out of the country for two weeks.
Dear Adam Benvenisty,
Thank you for taking the time to share your experience with us. We greatly appreciate your kind words about the finished product and are delighted to hear that it met your expectations. Your satisfaction means a lot to us, and we value your feedback as it helps us improve our services.
We understand and sincerely apologize for the inconveniences you encountered with our customer service and communication during the installation process. We fully acknowledge the importance of punctuality and effective communication in providing a smooth and hassle-free experience for our customers. Please know that we take your concerns seriously and are committed to making the necessary corrections to ensure a more seamless experience for our future customers.
We deeply regret the delay in installation and the subsequent rescheduling that affected your overall kitchen project. We understand the frustrations that arose from these delays and the miscommunication regarding the estimated installation time. We apologize for any inconvenience caused.
In light of your feedback, we will be implementing several measures to improve our communication channels. Moving forward, we will provide clearer timelines and establish regular updates to keep our customers informed of any changes or delays that may arise. Additionally, we are revisiting our installation process to ensure that all necessary measurements are accurate and accounted for before the installation date, eliminating the need for re-cuts and further delays.
Regarding your request to speak with the owner, we apologize for the delay in getting back to you. Our owner, unfortunately, was out of the country during that period, which caused the communication gap. We understand the frustration this may have caused, and we deeply regret any inconvenience experienced as a result. We have taken note of this situation to ensure that such delays in communication do not occur in the future.
Once again, we genuinely appreciate your feedback and your trust in our services. We value you as our customer, and we assure you that your concerns have been heard and addressed. If there is anything further we can do to assist you or if you have any additional feedback, please do not hesitate to reach out to us directly.
Thank you for bringing these matters to our attention, and we look forward to the opportunity to serve you again in the future.