Thank you very much for taking the time to review us. We do like to have the feedback good or bad. I would like to first apologize, we aren't perfect, and while we try to make every project as easy and stress free as possible sometimes there are issues that come into play that we can't control. In your case, you came into the store and we were able to book a measure for you very quickly. After measuring on July 26th and quoting the project, we didn't receive the go ahead from you until August 30th. On September 1st we informed you that the carpet you selected was short, some had been sold by our other location in between. Unfortunately when stock numbers and quantities are quoted, those numbers are subject to change unless an official order is placed, in the month between July 26th and August 30th we did a significant amount of jobs between three locations that impacted the stock. You were informed of the progress, and updated on the status of the carpet via e-mail and phone calls regarding the shipping process. The shipping was delayed due to the manufacturer, which is not ideal, but also out of our hands. It was at this time you decided to proceed with the laminate, and after adjusting our schedules we were able to add the laminate portion to your project without much notice. After discussing with you the delays from the manufacturer it was agreed that the laminate portion of the job would be done prior to the carpet.
With regards to the issues regarding installers showing up, and communication issues with the installer, I only wish that we were informed of these issues at the time. We are able to communicate very well with all of our installers, and while some of them do have accents we are able to understand and explain technical aspects of jobs without difficulty. If we were informed the installers were late, we could have checked with them and let you know what the issue was, and if you were having trouble communicating with the installers a quick phone call or e-mail to our staff would have alleviated the problem immediately. We try to stay as involved as possible in our projects as they are on going, however we aren't mind readers, communication with the office is key. When our team receives a complaint from a customer on a jobsite or otherwise we work very hard to rectify the issues as quickly as possible. After you relayed these issues to me after the project was completed another discount was extended to you as a gesture of good will.
All of us on the team at Floors Direct North were very surprised and upset to see that your experience with us has not been a smooth one. We apologize that the project was not a smooth one, and again, we thank you for the review and the information you have given us. We will use this review to improve our service in the future. Thank you.
John McConnell
Manager
Reply created 18 Oct 2017
