Riverhead Building Supply

I noticed a large crack in the lower sash of a double hung Marvin Integrity Window in December. This is a $150-$170 part. Marvin only sells to consumers through retailers, and the Marvin website directed me to RBS as the closest such retailer. This RBS location (Greenvale, NY, http://www.rbscorp.com/showroom/greenvale.aspx) is a dedicated Marvin Design Gallery. In the last week of December, I called and left a message with the receptionist explaining what I needed. I was told someone would get back to me. No one did. A few days later, I called again and was asked to leave a voicemail for Mark, and I did. Mark returned my call a few days later while I was at work, but said he needed certain information from the window itself to follow up on my request. When I got home, I obtained the info and called back the next day, but was asked to leave another message. No one got back to me for several days. This continued for another several weeks (I left voicemails for Mark and the receptionist took other messages) before I heard back. At that time, I provided all of the requested details, but was told that they would have to contact Marvin directly to figure out when my window was made to see exactly what part I needed, which would take at least a few days if not longer, and then they would get back to me with cost and timing details. I later learned that this was simply not true (see below), but more importantly, I never heard back. Every time I called, I was told that Mark was "out to lunch" or "with a customer," and was asked to leave a message. I left two additional voicemails for Mark and one additional message with the receptionist (to whom I politely explained my frustration at having been ignored), but no one ever called me back. My final call was in the first week of March, two months after I started the process. Later that week--on Saturday--I called another Marvin dealer a few miles away. The woman there took my information and gave me a price on the spot. Like RBS, she said she needed to check with Marvin regarding one detail. But unlike RBS, she called me back 10 minutes later--on a Saturday--having already obtained the information without having to wait for anything from Marvin. When I explained my situation with RBS, she was baffled and couldn't believe the BS they fed me. I placed the order on the spot, and received the window 10 days later after Marvin shipped the order from North Dakota to NY. In short, I was disappointed with the unprofessional lack of attention I received from RBS. I got the feeling that they couldn't be bothered by the relatively small order I wanted to place, and didn't want my business. If that was their goal, they succeeded. I will never shop at this or any other RBS location (there are many around here) again. If RBS reads this, I strongly suggest they look into the way that their branches treat customers. At the end of the day, the small orders are just as important as the large ones.