Business ProfileforRoy's Sales & Service, Inc.

Called over to Roy's looking to buy a replacement part for my grill. After talking about my grill's symptoms Brian ************ sold me a new part. Once installed, my grill threw an electronic error code because the part was wrong. There was another option for this part that actually fit my grill. Brian's response was, "as far as I know that probe is on backorder. I have been waiting on one for another customer for several weeks." I then asked for a prepaid *** label to return the incorrect part and told him I would like a full refund. He responds to me in all caps stating that it was not his fault that when I called him I was not able to provide the serial number and "IF YOU WOULD LIKE TO RETURN THE PART IT WILL BE AT YOUR EXPENSE." I did provide him the model though and he never mentioned that there were two different options for replacement. So I ended up paying to ship the item back to him and he only offered a refund for price of the item and not the cost to ship to me. In total it cost me $16 to learn that I will never do business with Brian ************ or Roy's Sales & Service. He must get away with this rude and terrible service since he is one of very few options in a small town. Its a shame.

THANKS ALOT. YOU TRY TO HELP SOMEONE THAT DOES NOT KNOW WHAT THEY HAVE OR HOW OLD IT IS AND IT IS MY FAULT WHEN THE PART IS WRONG. IF YOU WOULD HAVE GIVEN ME THE SERIAL NUMBER WHEN I ASKED I WOULD HAVE GOTIN THE RIGHT PART. COMPLETE AND ACURATE INFO WOULD BE GREAT. BUT THANKS ANYWAY SORRY FOR STANDING UP FOR WHAT IS RIGHT.

I stated I have a ********************************* and was not at home to look for a serial number. If Roy's had informed me that there were two different options for the part that I needed and it depended on the serial number I would have waited on placing an order. And that is not the real issue at hand. The problem is that you did not stand by your customer service when it turned out to be the wrong part. Had Roy's taken care of the customer and not charged me money for shipping the incorrect part both ways, a situation Roy's created, then I would not be upset. After giving ************** the email chain, they were also upset with the poor service and response I was given by Roy's.

HAVE A NICE DAY JOHN!!