If I could give zero stars I wouldWe were having trouble finding a lighter colored brick, living in OKSo we were pretty excited when we found a winner at Acme BrickKen Boyle gave us a list of houses to go look at to make sure this was the oneAll of the houses were gorgeous, so we came back and advised we wanted this particular brickThe salesman informed us that everybody he sold this brick to has used limestone mortarWe assumed he knew what he was talking aboutHe did NOT check the system b/c if he had, he would have seen that none of the houses we looked at bought their mortar from Acme and it was actually white mortar and not limestoneI called in numerous times and left messages for Ken with no call backWhen I finally got to speak to Bryan Smittle, the sales manager, he did everything in his power to make this not his problemHe told me that the builder should have been looped in and they would have worked to resolve the issueI advised that my builder had spoken to Ken and Ken provided no solution...noneThen Bryan told me that you can't go off of a picture (b/c we had showed the original saleman a pic of the house we loved) and everyone's opinions are differentI told him that I agreed and that the salesman should not have gone off his past experiences with that brick or the pic we providedHe should have looked up the houses in their system and confirmed the mortar color...which he did notBecause of the this, our house looks completely wrongBryan was defensive from the beginning of the call and made it clear that the mistake was on us and the builderAt this point in time, I was fuming and knew there would be no making this rightI told Bryan he probably could have satisfied the customer, me, if he would have owned up to the mistake and tossed a couple hundred dollars back our wayIt would have at least made it easier to swallow the $hitpill we've been servedBryan took this opportunity to end our call because I used a curse wordDuring our entire build, every contractor we've worked with has been customer oriented and gone above and beyondAcme Brick was the only disappointmentIf you can find your brick anywhere else, I would highly advise it
If you are expecting a standard 21st century service where a retailer gives you estimated delivery date, a tracking mechanism, trade in options, etcyou might as well forget about Acme BrickThe only good experience with this place was my initial walk in where Ken the salesman actually gave me a veneer stone to take home so that I could make a decisionI thought that was greatI did make a decision and placed my orderFrom there it was down the hill
Instead of the initial estimate of weeks it was exactly weeks before my order was deliveredI made attempts to call Ken the salesmanMy questions were very straightforward: is there a tracking mechanism? Anyway I could get an estimated arrival? the answer was a very simple noweeks later my contractor couldn't just sit around and wait for my stone to arrive so he had to take another job so it was more like week delay in the initial order
Thenas my contractor was installing the actual product he found that hearthstone piece was stained and there was nothing he could do to get it offSo at this point I loath dealing with this company but I am stuck to call Ken, my favorite person and ask him what they could do about itI asked him if I could send him a picture of the damaged product and if there was anything he could do to please give me a callNO CALLI WENT DOWN there a couple of days later as I didn't want to hold up my contractorLovely MrKen (my absolute favorite at this point) informed me that he had received my email, he just hadn't bothered to email or call me back but he had contacted the wholesaler to see if that damaged piece could be replacedThat was ..ohmare weeks agowithout a word from my wonderful MrKen who seems to only work there because he's in the retirement mode and simply doesn't want to be bored
I'm sorry, if I provided this type of service to my employer I would be long firedNOT RECOMMENDED!!!!
absolutely hated this experience
If I could give zero stars I wouldWe were having trouble finding a lighter colored brick, living in OKSo we were pretty excited when we found a winner at Acme BrickKen Boyle gave us a list of houses to go look at to make sure this was the oneAll of the houses were gorgeous, so we came back and advised we wanted this particular brickThe salesman informed us that everybody he sold this brick to has used limestone mortarWe assumed he knew what he was talking aboutHe did NOT check the system b/c if he had, he would have seen that none of the houses we looked at bought their mortar from Acme and it was actually white mortar and not limestoneI called in numerous times and left messages for Ken with no call backWhen I finally got to speak to Bryan Smittle, the sales manager, he did everything in his power to make this not his problemHe told me that the builder should have been looped in and they would have worked to resolve the issueI advised that my builder had spoken to Ken and Ken provided no solution...noneThen Bryan told me that you can't go off of a picture (b/c we had showed the original saleman a pic of the house we loved) and everyone's opinions are differentI told him that I agreed and that the salesman should not have gone off his past experiences with that brick or the pic we providedHe should have looked up the houses in their system and confirmed the mortar color...which he did notBecause of the this, our house looks completely wrongBryan was defensive from the beginning of the call and made it clear that the mistake was on us and the builderAt this point in time, I was fuming and knew there would be no making this rightI told Bryan he probably could have satisfied the customer, me, if he would have owned up to the mistake and tossed a couple hundred dollars back our wayIt would have at least made it easier to swallow the $hitpill we've been servedBryan took this opportunity to end our call because I used a curse wordDuring our entire build, every contractor we've worked with has been customer oriented and gone above and beyondAcme Brick was the only disappointmentIf you can find your brick anywhere else, I would highly advise it
If you are expecting a standard 21st century service where a retailer gives you estimated delivery date, a tracking mechanism, trade in options, etcyou might as well forget about Acme BrickThe only good experience with this place was my initial walk in where Ken the salesman actually gave me a veneer stone to take home so that I could make a decisionI thought that was greatI did make a decision and placed my orderFrom there it was down the hill
Instead of the initial estimate of weeks it was exactly weeks before my order was deliveredI made attempts to call Ken the salesmanMy questions were very straightforward: is there a tracking mechanism? Anyway I could get an estimated arrival? the answer was a very simple noweeks later my contractor couldn't just sit around and wait for my stone to arrive so he had to take another job so it was more like week delay in the initial order
Thenas my contractor was installing the actual product he found that hearthstone piece was stained and there was nothing he could do to get it offSo at this point I loath dealing with this company but I am stuck to call Ken, my favorite person and ask him what they could do about itI asked him if I could send him a picture of the damaged product and if there was anything he could do to please give me a callNO CALLI WENT DOWN there a couple of days later as I didn't want to hold up my contractorLovely MrKen (my absolute favorite at this point) informed me that he had received my email, he just hadn't bothered to email or call me back but he had contacted the wholesaler to see if that damaged piece could be replacedThat was ..ohmare weeks agowithout a word from my wonderful MrKen who seems to only work there because he's in the retirement mode and simply doesn't want to be bored
I'm sorry, if I provided this type of service to my employer I would be long firedNOT RECOMMENDED!!!!
absolutely hated this experience