It has come to a head

This letter pretty much says it all. I can't fucking believe how much this is screwing me up!

Open letter to ***** Countertops.

The purpose of this letter is to explain why I and my customers are for backing out of the arrangement to have countertops supplied by *****l.

This ****** kitchen renovation was set up in short order. The thought was, that being a ***** recreational property doing a kitchen renovation in the month of November didn't offer enough time to allow for completion before December. I informed my client that if they shopped for items which would be readily available that it would be possible. All product was selected and purchased. I recommended they go to your company for countertops as there was a chance an inventory of acceptable laminates may allow for timely delivery. I was told that ******* gave my client a limited selection of laminates which would fit a two to three week delivery. A selection was made, and shortly after I came in with measurements to complete the order. I put in the order with the Graphite Talc selection. I ordered them to have no backsplash, the 100" X 42" wide peninsula piece was to have a 3" radius on the finished end, and with the nosing profile my client requested. Christina's response when I asked about an ETA with this order was 2-3 weeks. This would have put me in Whistler with the counter tops with a week to finish the renovation. No problem.

During this time I once called to ask about the exact thickness dimension of the counters as I'd be pre-tiling the back splash. ****** was very unhelpful and said that they're 1 1/2" thick. This I know to be incorrect as counters are done with 5/8"s MDF. Her response to my questioning this was a frustrated ARGH!!. She proceeded to tell me I could do whatever I wanted. I asked her if she was having a bad day because her customer service was showing it. What I was looking for was a measurement to the 1/16 of an inch. If she could do that, she should have just said so.

With the arrival of the three week window coming to a close, I called ******** again to enquire about the time frame. She told me she'd look into it by calling ******. A day passed and no phone call is returned. I call her back to find out what she found out. She says that they didn't return her call. Jeeze, could she not have tried again?

This goes on for some time and eventually I call to speak to ****** (who's name I only knew from over hearing a conversation in the office). ***** took my call in ******* and says that ******* is not in the office and would I like to hold? I ask how long it would be. She says she doesn't know. So to be clear.... she'd have me stay on hold long distance with no indication of how long I may be waiting. Could she not just go get him? Is that not what people do when someone has a phone call waiting for them?

I choose to leave a message for him. When he returns my call (this is now approaching 4 weeks since the order), he tells me that for this oversized piece that he is right on track with timing, as a month for over sized laminates is standard. Something NEVER mentioned to me by ***** when the order was placed, or subsiquently.

Unfortunate to all of this, the snow storm we experienced on the south coast came during this and seemed to slow down the delivery to the Burnaby location which I fault no one for.

Eventually the counters came in this Friday past. I was told they'd be ready in the morning. I get to the shop at 10 am and am told that they'd be ready at lunch time. I go to kill a couple hours and then come back.

Upon walking into the shop to pick up the product and deal with M* I immediately notice three mistakes. First, the two small pieces have built in back splashes. I know for a fact I told her none of them were to have this as I was tiling. She even had my call about dimensions for just that purpose. Second, the sink piece was definitely too short. I have subsequently learned that some of the employees of this company have a "different" way of measuring and that this causes issues from time to time. Third, the end of the peninsula was not radiused as I requested. This I can chalk up to a communication break down, which is why I didn't mention it. Further knowing how long this piece took to produce I was not about to screw up my customers ski season for just a shaping detail issue.

I proceed to point out the problem with the back splashes and the size of the sink piece. An hour of discussion takes place on how to deal with these problems between M*, ******, and myself. During this time I point out to M* a fourth problem. The peninsula piece has a bulge along one of the edges. He tells me the rollers and cement did not flatten the laminate to the K3. I asked M* how I'd possibly be able to match that detail at the mitre to the sink piece, which theoretically would be correct. He told me that I may be able to heat and clamp it to get it to hold. Not something I was wanting to do. And not something I thought I should have to do. M* is able to produce the two short pieces for me and I ask **** how long it would be to receive the new sink piece. She tells me that they're going over to the Island on the weekend and if they can run it off this afternoon (friday) that they'd be able to bring it back with them Monday. Fine, except for the fact that I'm now making an extra trip to and from **** (at a cost to me of about $300 gas and time).

Monday morning comes and I call to ask if she's got some good news for me. She says that it could be here on Wednesday if they courier it. What does that mean? It will be? It could be? What? Anyway, I'm getting used to always receiving foggy responses from this company, so I accept it.

During this whole time, I keep my clients up to speed on what is happening. They've already lost a weekend at their place due to timing beyond the initial three weeks and don't want them to lose another without much warning.

Today, Tuesday, now comes and I have much concern about being able to finish this project before the weekend. I call ******* and leave a message to call me with regards to whether I can plan to drive to ***** on Wednesday. I call ***** to inquire. Again *** asks me if I want to hold as he's not in the office. Silly. I eventually get him on the line and he informs me that it would be run today and will be couriered tomorrow for an arrival of thursday. ********* calls while I'm on with Nelson (let it be noted, this is the first time she has ever dialed my phone number) and informs me that they'll have it sometime on Thursday. I've now had it with those foggy responses which I know by experience not to trust.

I speak to my clients and inform them of the suspected timing and tell them about the problem with the peninsula which I didn't mention before. This draws a negative reaction. I'm instructed to cancel the order (which I completely support), and inform them that they'd be receiving back all of their product.

This is without question the worst experience I've had with a supplier in my years in the renovation business. If it was only technical issues combined with sincere regret about snowballing complications, I would be fine. But the attitude I received from both ****** and ******* is totally unacceptable. Truly brutal customer service. As well, the management of this company needs to know that they clearly don't have their staff trained properly as she wasn't aware of measuring methods or time lines for orders.

As a small business person, my reputation is everything to me. I strive to make ever deadline I make (which I'm batting 1000 on), smile and show that I care for my work and their homes. I really feel that between these clients and all the others I've had to reschedule, my reputation has taken a hit. Not to mention at least $1000 in lost time.

* I so wish I had dealt with M* from day one. Having dealt with him in the past, I knew he was direct and professional. He informs me he is leaving the company and today was his last day. A huge lose for your company!