TROPICASUAL HOME & PATIO

I talked to a lady in the store who was friendly and helpful. I told her what I wanted done and explained that I was unsure if they'd done the work the last time as we were very satisfied with the results. Since it was 5 yrs ago, she said she wouldn't have the info. I asked whether the same material could be used and told her I would need it within a certain timeframe. We found the material and she stated they could meet the specified timeframe. As we got into the details, she told me I would have to get it powder coated by taking to their preferred powder coater and then bring the items to her. From there they would send it out for the slings. However, prior to that she would need one of the chairs to start the process to measure the slings, so I would have to leave it with her for a week to ten days and then pick it up to take the set for powder coating. She wrote down the name and number of the powder coater. I told her the last time I got it done, we'd dropped off the set and they'd taken care of it from start to finish - gotten it powder coated and the slings replaced - and then we'd picked it up at the same place we'd dropped it off. All the work in between had been taken care of and was unseen by my husband and me. She told me the powder coater had moved locations, so that may be why it was different. That should have been a big red flag that it wasn't the same place that had performed the work. The price should have been another. It was at least $100-200 more than previously. She assured me that they would do a good job and meet our timeline. I assumed that even with the extra leg work on our part that they could get the job done. When my husband went to pick up the chair, it was not ready as promised. They had not gotten it out as they'd said they would. The timeline we were up against was a move. It needed to be done to make it on the truck. He explained that to them and they said they would put a rush on it and that the powder coater would take less time than promised. A week later (week late) she took the chair to the powder coater. We'd already taken the rest of the set to the powder coater and he finished as scheduled. Then we had to take the set back to Tropicasual who sent it out for slinging. What we got back is unusable as is. The chairs are not level and none of the plastic consumables were replaced. We have to use the old items that luckily we'd saved from the powder coater. They returned the furniture to us without them. When my husband mentioned this to them at pick up they said it was not part of the service they provide. What?!? In what business is it OK to deliver the product back to the customer in worse shape than it was to begin with? I called to talk to the manager. The lady, Vicki, that picked up the phone said she was the manager. I started to explain to her that I was an unhappy customer and why I was unhappy. In the middle of my talking to her I heard her cover the phone mouthpiece and talk to customers that were leaving. She was not even listening to me! Extremely rude behavior. When she got back on the phone I asked if she was even listening or should I just save my breath. She said she was listening. I told her I would just skip to the part that they didn't meet their schedule and the product that they gave me back was unusable as the chairs weren't level and plastic consumables weren't replaced. I asked her for a partial refund. Before I could get the words out of my mouth she said, "No. We won't' be doing that." I asked her why not and she just repeated herself. I told her since she'd failed to deliver a quality service that I would be giving that feedback to Angie's List. That they'd earned an "F". She said "Go right ahead. I don't care." I asked her if this is how they normally treat their customers and she didn't answer and then hung up on me.