The doors were delivered on time as promised – so why a 5 out 10?
When I placed an order for two doors, I was very clear they must be delivered on the date agreed. I called on the planned delivery date to ask what time they would be delivered and was told they weren't ready and would be delivered the following week. When I asked why nobody had called me to advise Royal insisted it was my responsibility to call them to check the doors were to be delivered as promised! Aside from the project scheduling challenges this would provide, I found the company's response amazing. They took zero ownership, instead telling me they do their best but run into problems sometimes and this should be expected (I was advised, among other things that we had a long weekend last weekend – to which I enquired had Easter Surprised them?, that they don’t run a sweatshop and can only work their people so hard, sometimes people are sick and don’t turn up for work…. Frankly it was a bizarre conversation. When I asked to speak to that person’s manager, I was advised I was in fact speaking to the owner). They finally gave me two options - come out to Concord to pick them up myself (they were to be ready a day later than their weekly scheduled delivery provides for) or wait a week!! Twenty minutes later I had a missed call from them and when I called back and advised I know I have two options – pick up tomorrow or wait a week – I was promptly advised I hadn’t been told that, that the doors had just come off the line and would be delivered as promised. My odd conversation related above started at about 10.45am and the doors were delivered at 12:30pm that day. I find it all rather puzzling.