ALL GLASS STATION

"The Member let us know Tuesday morning that the shower door kit he picked up was not the correct finish. We promised and had the correct kit available at the end of the day. He said having it by the end of the day was fine, never telling us that he had an appointment with his customer later that day – and so I had no idea there was an issue. If he would have communicated his time constraint, we could have made other arrangements! We called him again the next morning (Wednesday) and reminded him it was ready, and we offered to deliver. We then scheduled for around 11 am that day to deliver, while he did not have the address and said he would call back to provide it. He called us at 10:50 am with the address; we left soon thereafter to the jobsite and delivered the shower door kit. I called The Memeber on Thursday to apologize again for the delay, to make sure he received everything he needed and to ask if there was anything else we could do for him. He said there was not and he had everything he needed. He didn’t say anything about missing the appointment with the customer. I asked him to please call and us know us if we could do anything for him in the future. In regards to not calling him, he called the morning we had estimated everything would be in - which was right after UPS had delivered - I hadn’t had the chance to check the items in to see what was delivered and ensure they were in good condition. I put him on hold and opened the package to see if what he needed had arrived, and then let him know everything was received. The paperwork question was not anything being lost, it was that I hadn’t printed him a statement from QuickBooks showing that a down payment was received. I was out of the office and the employee watching the front office didn’t know how to print statements from QuickBooks. We had one ready for him when I returned. The Member did not let us know in any of our conversations or at any point during our working together that he was disappointed in our service, and I am truly sorry there was an issue. We are more than willing to work this out and make it right! I really wish The Member had let us know so we could have met his needs. Quality, Professionalism and Customer Satisfaction are our top goals. When issues arise, we do everything we can to fix our errors and ensure the customer is completely happy and has what they need."