Sorry to hear about the poor service. While good customer service has been in a steep decline, it does still exist.
Last November we decided to get a gas fireplace insert installed. It was not going to be cheap, but it's something my wife had wanted for a long time and it would make our living room more enjoyable during the winter months. We paid 1/2 up front and the install was scheduled for December. December came and we get a call from the owner of the mom & pop fireplace store we purchased from. He apologized and told me that due to manufacturing issues from Covid, there was a delay in getting the fireplace insert and we were now looking at January for the install. In the same breath, he said if we didn't want to wait, he would send me a refund immediately.
We decided to wait. January came and he called again, apologized and said there were more delays, it wasn't just our unit, but everyone's unit from the manufacturer. Again, he offered a refund. This time, I accepted the refund because it weather warms up here by March. When I went to the store to pick up the check, my handwritten check was waiting for me and I saw there was small stack of checks for other customers.
This store was conducting business the right way for all it's customers, not just me. I told the owner I would be back later this year and that we'll give it another try for this next winter.
If you are in the Sacramento Area and need a Fireplace, gas insert, or pellet insert, the store is River City Fireplace and Barbecue.
Last November we decided to get a gas fireplace insert installed. It was not going to be cheap, but it's something my wife had wanted for a long time and it would make our living room more enjoyable during the winter months. We paid 1/2 up front and the install was scheduled for December. December came and we get a call from the owner of the mom & pop fireplace store we purchased from. He apologized and told me that due to manufacturing issues from Covid, there was a delay in getting the fireplace insert and we were now looking at January for the install. In the same breath, he said if we didn't want to wait, he would send me a refund immediately.
We decided to wait. January came and he called again, apologized and said there were more delays, it wasn't just our unit, but everyone's unit from the manufacturer. Again, he offered a refund. This time, I accepted the refund because it weather warms up here by March. When I went to the store to pick up the check, my handwritten check was waiting for me and I saw there was small stack of checks for other customers.
This store was conducting business the right way for all it's customers, not just me. I told the owner I would be back later this year and that we'll give it another try for this next winter.
If you are in the Sacramento Area and need a Fireplace, gas insert, or pellet insert, the store is River City Fireplace and Barbecue.
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