Business Profilefordelocon Wholesale Inc.

I ordered new kitchen faceplate for my kitchen cabinet and a new utensil drawer faceplate. I was told it was going to take 7-8 weeks for it to be done. I was also given the option of paying an additional 30% upcharge to have in expedited. I was told if I paid the additional 30% it would be ready in 2-3 weeks. I went ahead and paid the uncharge. This was on March 14, 2023, as I put a deposit down then. I still did not hear from them after four weeks, so I called them on April 13. I was told it status was not known and someone would get back to me. The owner was out and his rep did not know when he'd be answering or checking his texts. I received an email on April 25 saying they were trying to get me a discount because the doors were not rushed. I only wanted the 30% taken off, as I was paying for a service I did not receive. It was now six weeks after I placed the order. The final install date ended up being May 1. One day shy of seven weeks. Again, I was quoted 2-3 weeks if I paid the extra 30%. I paid it, and Delocon did not deliver, expecting me to still pay 20% of an expedited service I did not receive. I am not sure why I was expected to pay any amount for an expedited service that the Delocon representative stated to me. I won't even go into the "special charge" I was going to be charged because they were coming all this way just for me, yet the installer told me he was going to the town further north after me. I'm assuming they were charged too! Not very transparent or customer friendly. I won't be using Delocon again.

As a business that has been providing product and services for over 30 years, we take our customer service and pride in the products we sell very seriously. We work hard to make sure that our customers are satisfied. We felt the reduction of the upcharge due to the vendor’s increased production time was fair, as it was out of our control. Install dates are never included in the estimated production time of our vendors, and this information was provided to the customer. The special trip charge was removed since we were ultimately able to schedule the installation while in that area. We are troubled to hear the customer is not happy with those adjustments. We reached out to this customer, prior to this review, explaining our position and asked her to call us if she had any further questions. We have a good reputation in this industry because our customers are happy with the personal attention we provide and the final finished product. Many of our new customers come to us from referrals from prior satisfied customers.

The company's response that the 10% reduction being fair is NOT fair! The full 30% was fair. The rep told me 2-3 weeks. I should not be punished for the rep not knowing the correct lead times. My fault for trusting his word. The only reason the special trip charge was removed was because I called them out on it. If I had not asked the installer where he was headed next, I never would have known it was not a "special trip". I was told there was nothing else I could do, so I am paying the remainder of the bill, yet feel I need to warn other potential customers that you cannot trust what the reps of this company say and to watch out for fake " special trip' charges.