I have just had a terrible customer service experience with your company. Initially, this was a product issue, but I have now had an awful encounter with a District Manager named Michael. He would not disclose his last name for the purpose of the message. Before saying more, I will give you a background of the initial issue.
I purchased the Orion mirror just over one year ago. It has been in the same spot in my bedroom since the time of purchase. It has never been manipulated in any way other than for routine dusting. Last week, I heard the sound of something dropping onto the floor. I investigated and saw that a piece of the mirror had chipped off. It was very apparent that this was a faulty product or one of poor quality. I expected Customer Service to rectify the issue by replacing the mirror without any questions asked. I took photos of the damage and sent an e-mail to Customer Service. I received an e-mail back advising me to contact the store directly. I contacted the store (Etobicoke location) and was then advised to e-mail their Store Manager, Matt. I e-mailed Matt, but never heard back from him. I was then called by a Store Rep a few days later who indicated she had spoken to the District Manager, Michael, and that nothing would be done about my mirror. I then asked to speak with Michael directly.
Michael called me today. My conversation with him made my already frustrating experience so much worse to the point where I will never shop at Structube again. From the moment he called me, Michael's tone was rude, condescending, and disinterested. I actually think that he might have been watching TV. He took no accountability for a product issue and also demonstrated no empathy for my negative experience. He said that a mirror doesn't just break out of nowhere, insinuating that I had done something to damage it. He said that this issue is very "black and white" and that his decision to do nothing for me is "fair". He said he's not just going to give me a free $300 mirror, as if I was trying to take advantage of the company. During the conversation, I would finish a sentence and then wondered whether or not he was still on the line because he would not respond to me. Numerous times I had to say "Hello?", for which he would reply, "Ya?" He spoke as if I was inconveniencing him. When I pointed this out to him, He responded, "Well, you wanted me to call you." Needless to say, nothing was done about my mirror.
I am so appalled and confused by the lack of customer service I received from a District Manager of your company. Michael told me that there is no one that I can further escalate the issue to because he answers to no one in the company. He actually laughed at me when I asked. Therefore, I've resorted to social media to share my terrible experience.
