Andrew
The partitions are great...Leslie is not.
The partitions are great. Robert and Renee were great to work with but Leslie is extremely rude. She actually hung up on me when we were speaking over the phone. There was an issue with sizing for my project, so that was frustrating. Yes, I did sign off on the drawing they supplied but the panels were still shorter than the drawing stated. I attempted to attach the drawing to this review but was unable. It clearly shows they were incorrect. Also, the partitions had damage from shipping but I was not able to look at them until after the 5 day window had past (Leslie reminds us all of this in her comment below). But rather than deal with Leslie again I decided to stick with a damaged door. I just ordered some touch up paint and added a sign holder to the patrician to cover the dent. Response after Leslies comments... Leslie did give me a call. Mainly because she was worried about her review score. She was again, not pleasant to deal with. Attempting to say she did not hang up. I asked if the calls were recorded so I could prove it but unfortunately they are not. As you can tell from her response below, she just wants to prove that she is in the right and never actually help the customer. In the end, you can abide by your policies all you want but if you conduct business this way you will continue to lose customers. We are remodeling 3 more restrooms in the next year and I will NOT be using Partition King.
Response from Partition KingAug 31, 2021
Andrew, thank you for your feedback. All reviews are taken seriously, which is why I made a point to personally call you after you left this review. I’d like to address each of your three complaints: 1. I apologize if you feel that I hung up on you. From my perspective, the conversation was naturally over, which is why I ended the call. I recall that you were very upset and repeating the same issue repetitively towards the end of the call. We spoke about this issue on the phone today. 2. We sent you the correct part sizes from the drawings that you signed off on. However, the issue results from your assumption that the panel sizes should have matched the overall depth of your drawings. When in reality, as per the drawings, the total depth is the overall space which includes the panel, the brackets, and the pilaster that sits in front of the panel. This is easily spotted by reviewing the drawing & dimensions in detail. 3. Unfortunately, from time to time, freight damage does happen. You reviewed and personally signed our Shipping “Terms & Conditions” page which details the procedure for receiving the shipment and reporting damage. Our customers are required to inspect the shipment upon arrival, and if any damage, to write “damaged” on the Bill of Lading. We give our customers up to 5 business days to report these damages to us, in order for us to file a freight claim and send out new material to you at no charge. Unfortunately, you did not inspect the shipment, nor did you sign for as damaged, nor did you report the damage to us within the window of 5 days in order to receive replacement material free of charge. After this window, a customer is required to pay for the damaged material (at cost). This is a standard procedure in this industry, which you signed for, but did not follow. Once you informed our team of the issues with your order, we did our absolute best to help you correct the situation by offering to sell you your required parts, at our raw cost. We empathize with your issues, but some things are beyond our control. We do our best to lay everything out clearly for the customer. We do not control the customer side of the transaction – therefore, if the customer does not review drawings correctly or follow instructions that they personally sign for, there is not much more we can do from our side. Leslie Project Manager 800-685-7541