Taking a deep breath before I write this one, friends. It still gets me mad every time I think about it.
We ordered an air conditioning/heating unit from ETrailers MONTHS ago. And it sat, in its box on the front porch at the farm. We knew it would be used at some point, so Brandon ordered it early.
When we opened that box, we were disappointed to find that the unit was broken. The bottom part (gray piece) was cracked and missing chunks out of it in a few places. The white cap for the top was cracked in two places. It was a mess. So, we called the company and pushed back our plans for another week to mount the unit and finish our waterproofing. They assured me over the phone that they would have a new unit out to us in a few days. No problem.
Well, problem. Next shipment? Another broken unit!!! This time there was a section of the gray bottom piece that had the white cap shoved under it which had cracked the white cap. GRRRRR! I was furious. Within moments, I was on the phone with the company, explaining to them the situation and how it would put us back another WEEK. They were sympathetic, said they would call me back and let us know if they even had the parts to ship us. Oh, I was mad. I have been around the customer service industry my whole life. When a customer is inconvenienced, the company SHOULD do all they can to make up for it. I explained to the woman at the company that I would like to talk to a manager to see what they could do for us, since they have now set us back weeks in our project. She again said she would call me back.
Never got a call back. But, we did get an email that our shipment was sending. Hold up- you weren’t even sure you had the parts… so what were we getting? I waited the whole day for a call back. Nothing.
We finally got our shipment- covered in fragile stickers. It was intact. Thank goodness. They sent us the entire unit again. We were happy. The boys installed it on the top, no problem.
Still though, we never heard back from the company, never got an apology or any type of refund for our trouble. That bothered me! We called- they were going to give us $35 back for our $700 purchase. YUP, that’s it. The woman on the phone, thankfully, recognized that it would be an insult to give us only $35 back, so she upped it to $75. Am I happy about this? No. But, it’s on the airstream and it’s done.
UGH. Okay, I’m getting off my soap box. Onto the next project!
Much love,
Lauren
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