Complaint / review text:
On October 16,2001 I went into the Victor NY store and purchased 25 windows. I was informed that the windows would be ordered and shipped within 14 days. A representative of your company later contacted me on October 24,2001. I was informed that one of the windows was of an odd size and could not be ordered. I very clearly informed the representative to continue with the order and leave that specific window out and that I would purchase it at a later date so the rest of my order would still go through and I would not have to wait further for the windows.
After not receiving my order as of November 1,2001, I personally went to the store to find out where the order was and why I had not received the windows. A representative there told me not to worry, that the windows were on the way, and I would receive a phone call when they arrived. Much to my dismay I never received such a phone call after much time had passed.
Yet again I went te the store to find out what the problem was. At this time I was informed that the sales associate could not locate the windows and that he would have to call the manufacturer, he mentioned to me that if he did not speak with anyone from the manufacturer he would need to wait for a call back. I gave the sales associate my cell phone number and was never contacted. I called the following day only to be told that the manufacturer never called him back so I would need to deal with Lynn.
Lynn called me back on November 21,2001 letting me know I would need to wait throughout the holidays and the weekend and she would call me back on Monday. On Monday I received a call from Lynn informing me the ship date on my order would be on December 10,2001. This heightened my doubts about when the order was intially placed and if it was at all. To my knowledge the order was not placed until I looked into the matter and it appears was not placed until November 26,2001 by Lynn. This is 41 days after my intial ordering.
November 27,2001 I went into the Victor store and spoke with a manager, I explained my situation and he was very nonchalant. The gentlemen asked me "What do you want from me?" In speaking with him we looked into the matter further in the computer, we found out, as stated in the computer, the order was on hold 'until customer picked out new window', from prior discussion this was not what I agreed to.
This is not good business from you company and I am very displeased. The manger did offer me one free window for my inconvenience. With the total purchase price of mr order at over $3,700 I feel this is an undermining offer because of my kindness throughout this whole ordeal. I am a manager myself for a large upscale company. I did not want to express my opinions in the store.