ComplaintsforCanadian Closet & Storage

• Initial Complaint

  03/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On July 16th I went to Canadian Closet in Red Deer and spoke with *** ******** about purchasing a ******* screen for my home. An appointment was set up and a service was provided on July 21st. On July 22nd I contacted *** to pay the bill for the screen and instillation and the payment went through on my ********** on July 23rd. *** said on that day that should would email me a receipt. I need that receipt for any warranty work that may need to be done should there be issues with the screen in the future. On July 29th I still had not received the receipt for the payment made on July 23rd. I called *** and left a message with my phone number and reminded her that the receipt still had not been sent. I still did not hear anything on July 30th so I called the company phone number and asked that *** call me and also asked that I be sent the receipt. *** did not return either of my phone calls and I still have not received the receipt for the payment that I made.

  Business response

  10/09/2021

   

  Thank you very much for bringing this matter to our attention as we strive to provide the highest level of customer service. 

   

   

  Our timeline is very similar to the one outlined by the customer:

   

  Friday, July 16, 2021:  The customer requested the installation of a ******* retractable screen door.

   

  Monday, July 19, 2021:  The installation was scheduled in a very timely manner for Wednesday, July 21, 2021.

  As with all customers, our agent advised the customer the following:

  ·  We do not ask for any payment until a few days after installation to ensure complete customer satisfaction;

  ·  Our agent will contact the customer a few days after installation to ensure complete customer satisfaction;

  ·  If the customer is completely satisfied, our agent will take a telephone credit card payment at that time;

  ·  Our agent will email a copy of the invoice after the payment is processed;

  ·  As a courtesy and in the spirit of excellent customer service, will register the product with the ******* organization for warranty on behalf of the customer.

  Wednesday, July 21, 2021:  The ******* screen was installed.

   

  Friday, July 23, 2021:  Our agent contacted the customer, ensured complete satisfaction with the product and installation, and received a credit card payment, advising that a copy of the invoice would be emailed and that we would register the warranty on behalf of the customer.

   

  Friday, July 23, 2021:  The payment was processed just before 5:00 pm through our accounting department; given the lateness of the day, staff was not available to email the invoice to the customer.

   

  Monday, July 26 to Friday, July 30, 2021:  Our organization underwent the process of switching our email host and we were instructed by technicians to delay sending outgoing email during this time until the system was proven to be running effectively; given the nature of this type of switchover, the technicians were unable to provide a date when we would be able to send email.

   

  Thursday, July 29, 2021:  Our agent's day off; however, because it is an incredibly busy season, she worked for a couple hours, during which she picked up her messages fully intending to return them on Friday.

   

  Friday, July 30, 2021:  Our agent returned to find her computer and station occupied by technicians.  Because of the chaos, she regrets that she was not able to return the customer's messages.

   

  Saturday, July 31, 2021:  Our agent received confirmation that the new email host was working properly; she returned to her station and desk, and emailed the customer's invoice forthwith* * **** ** *** ***** ** *********

   

  Please note the postscript in our email to the customer of July 31, 2021 humbly addressing this issue.  We will continue to do our utmost to prevent an unfortunate situation like this from recurring; however, it is noteworthy that the validity of the warranty was never jeopardized, a fact which made clear by our very personal insistence on customer satisfaction with the product and installation.

   

  The timeline from installation to receipt of invoice was ten days.  We hope that this matter has been resolved; however, if you have any further questions or concerns do not hesitate to contact us.

   

  ****** ******* **** *** **** ******** **** ***** * ***** ****  

  Sincerely,

   

   **** ************

   

  ***** ****** ********* **** ****** * *********** ****************************************************************************************************************************************************************  

  Customer response

  10/09/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

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