Not Happy I'm Getting the Runaround Over a Defective Product
This is the 2nd time I've ordered from this company. First went well, but the 2nd time it didn't. I ordered a custom width corbel, 3" wide. They took three 1" wide ones and glued/nailed them together. But they didn't sand them smooth where the pieces meet, so they have ridges which are unacceptable and will take me a significant amount of time to fix. Hey, I understand things happen sometimes. Any company can look good when things go right, it is how they react when things go wrong that is important. I must say so far Ekena Millwork has failed horribly.
First I fill out their online form to file a complaint. Then they send an email wanting the exact same informtion emailed separately before they will look at the case. Then many hours later, I have to resend the email with downsized pictures because their email system rejected my email since it can't handle the picture size. They say they will get back to me within 24 hours. 4 days later, I call them because I still haven't heard back (over 48 business hours later since there was a weekend in there). The lady I spoke with was nice, but apparently no one had looked at my claim, so she tells me someone will get back to me within 24 to 48 hours. So they want almost a week, when anyone can look at this pictures an immediately know they weren't made well. Getting the runaround is not how you make a customer happy.
Edit: So no one called me back in 48 hours, so I called again and again was told they would get back to me. When I finally heard back, they claim there is nothing wrong with the corbels and refused my claim. They can discuss this with my credit card company when I file a dispute. BEWARE OF THIS COMPANY!