It's unfortunate that some people are never happy no matter how much you try to accomodate their needs. There are always two sides of a story and it's important to see both of them. We told her it would take 7 to 14 working days for us to bring the product in. The manager called her as soon as possible and explained to her that when her order was placed she was told about how long it would take and also mentioned that the contractor was also told in the begining of how long it would take and she flipped. After a few insults about Tile Boutique from the customer the manager also went on to let her know that the reason for the long period of time for the order to ship was because eventhough part of it was stock items there were some items that were on back order and the order would ship complete once it was ready to ship. The mananger also went on to let her know that he would pay the $150.00 charge to have the order ship out next day air to her home the next business day since the back ordered items were scheduled to be ready by then and let her know it was the least he could do for her to try and put her at ease since it was apparent that she was under allot of stress. The customer became very agitated and wanted to call the vendor direct and the manager went on to tell her that he was not willing to have her call them because of the way she was yelling and screaming and after speaking to several of the employees and the contractor involved it was apparent that this lady was looking to do more harm than good. The manager told her that she would receive a tracking number so that she could track her order once the number was put in the system by Nuheat but also told her that since it was going out next day air the tracking number might not be in the system the same day that the order was scheduled to arrive to her. The next morning the phone started ringing and once again the manager was asked for and at that point the manager told her that her order would be shipping out that day from Canada and that he would have the tracking number the next morning for her but she once again became very hostile and said that she is used to running the show and would find a way to take over this project, She said that she had no trust in what we were telling her about the order and felt that she was being lied to. She was told that she was more than welcome to call the vendor at that point but was also asked that she maintain her calm as Tile Boutique was doing everything possible to keep her project going. We have been there many times with customers and understand their frustration as these kind of projects do cause allot of stress. We pride ourselves in providing great service and try to make every experience with us go as smooth as possible. We wish this customer peace in life and hope that things are going better for her now.
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