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Welker-McKee Supply

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Welker-McKee Supply Reviews (2)

I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
In reference to the sink, a special trip to the store was made by myself to order the sink The sales associate I was working with was going to be gone but she was leaving my file out so I could order the sink, since it couldn't wait I brought back the sample colors I was considering and stated which one I was choosing to be ordered There were faucets that still needed to be priced out but I made sure that the sales lady knew to order the sink I never heard back from anyone about orders or pricing for a week so I finally contacted them I learned they had not placed the order so I clarified and said it was to be ordered along with other items A while later I contacted them again to find out the estimated time of arrival for the items just to find they still hadn't placed the order They were extremely rude and dishonest and wanted me to pay extra for rush deliveries At that point I terminated their services
Regards,
*** ***

PLUMBING & HEATING SUPPLIES Revdex.com 2800 Euclid Ave., 4th Fl. Cleveland, OH 44115-2408 Attn: [redacted] Dear [redacted],This letter is in response to ID 12239027, customer complaint. WELKER McKEE DIVISION OF HILIOCA 8-11-2017 We acknowledge...

servicing the customer as a showroom client referred to us through her contractor [redacted]. Her complaint specifically stems from one selection she made, a cast iron kitchen sink from Kohler. It was a [redacted] (Ice Grey) finish. The sink is a custom order product which has a 6 week lead time from factory. The customer visited our showroom and met with one of our designers on 6/12/17. She made a number of selections for us to quote her for a bathroom remodel and kitchen remodel. On 6/14/17 our designer sent her a quote along with pictures of the items and listed the lead times for any items we did not inventory. As part of our showroom process we require knowing a client's scope of project and estimated length of project. The customer stated the bathroom was the more important project as her contractor was starting that portion first and she had time to finalize the kitchen. She did select four kitchen sink options for us to quote. We informed her of the lead times on each including a 6 week lead time on the sink in question and listed it also on her quotation. In addition, with her quote we require sign-off and approval in writing for any material she requested to order. These processes exist to ensure negative experiences listed within never solidify. These processes may have been overlooked by the client. We can share this information with you upon request. On 6/20/17 the customer made some revisions to her quote. On 6/21/17 she visited our showroom to make more changes. On 6/23/17 our designer sent her the revisions. On 6/26/17 she requested additional items quoted which we prepared and sent to her. On 6/29/17 our designer emailed the client requesting to find out if she has made any decisions on the material we had quoted. We received a call from her contractor stating he is going to need material soon. The customer responded she needed the sink within 2 weeks. We reminded her again the sink carried a 6 week lead time. We did offer to try to source the sink from other possible businesses across the country which may have had it. This said, we made it known to her we would be charged a higher price plus freight which we would have to charge for. We did find the sink in Iowa and offered it to her. She became unhappy stating we shoul&have already ordered the sink. We were never given approval from the customer to do so until 6/29/17. Unfortunately, the lack of a definitive request to order from the customer as the project was unfolding is the cause of her misguided frustration and complaint. Myself, our social media manager & our sales designer was also proactive in trying to reach out to the customer upon immediately receiving an unfortunate social media post in an attempt to resolve the situation, however we were not given an opportunity to do so. It is discouraging for Welker McKee, because it is our expectation each client has a positive experience. With this project we lost a customer, a sale with many logged man hours, our first Revdex.com complaint and a negative public testimony for which we were not the cause. Respectfully, [redacted] General Manager Welker-McKee Supply 6606 Granger Road, Cleveland, Ohio 44131 Phone: 216-447-0050 ¦ Fax: 216-447-3005 ¦ 1-800-522-2284 www.welkermckee.com

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Address: 6606 Granger Rd., Independence, Georgia, United States, 44131

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