All is fine when you're buying, but then...
We purchased appliances from them and that was fine. That was until we called months later for a service request. We called to inquire about hiring them. We needed our appliances moved a few inches to access something behind. Seemed simple enough right. Wrong.
We had to wait while they went on about how weird a question. Then went on about how they 'never' got these types of calls, and what he clearly deemed one of the strangest and/or dumbest calls in all his years of business. Then he became argumentative. Seriously? I don't know which response is worse; knowing 100% you have moved people's appliances before, being patronizing to your customer, or then being argumentative towards them. What a terrible way to behave. After all that, there was STILL no answer (Yes we can do that/No we won't do that). Maybe it was an unusual request but it's certainly not stupefying. We were your customers; nice respectful patient customers. Regardless, there's no need to react patronizingly. It's petty, really petty.
Lastly, to say you've never had someone needing an appliance moved because they couldn't do it themselves? No one believes it; not our neighbours, friends, or professionals, including the other appliance companies who we then called. All were pleasant and willing to help, showed excellent customer. And all were surprised. Shame on you Matthew. FAIL!
- Approximate cost of services:
- $1,700.00
- Company Response
This customer purchased a washer and dryer from us in December 2015 which was installed in a closet. The customer phoned the store June 14th 2016 and demanded that we move her machines out (Stacked washer and dryer hooked up to a vent and water) in order for Shaw Cable to access their cable box. The employee mentioned that we have never had the request before, but asked the customer to hold while he asked a manager to take the call. I took the customer's call and advised her that we do not provide a "service" for moving existing appliances which have already been installed. I advised the customer that she would need to contact a moving company and even advised I could look into one for her. Upset that we couldn't provide this service, the customer continued to verbally berate me for the next few minutes. I apologized for not being able to move her existing appliances and she responded with "Don't worry you will get lots of good reviews for this". I decided to respond to this review simply because the customer clearly expected and felt we were obliged to move these appliances, and that was quite clear from the start. To be honest, inquiring to move the appliances isn't common, but not odd at all. What was strange to us, was how rude the customer behaved after being notified we can't provide the service. Wish her the best though. - Matt