Jill M.
Damaged island hood replacement
I ordered an island hood a few months ago for a kitchen remodel. I inspected the item as requested but left the protective covering on to protect the hood until it could be installed. The remodel project did take longer than expected so the hood was not installed right away. When my contractor installed the hood a few months later, after removing the covering we were able to see a large dent. This was very upsetting to me as my initial contact with customer service explained their policy and the return timeframe offering a minimal credit for my inconvenience. After explaining my situation, that it had been inspected and installed with protective covering to avoid any installation damage, they graciously made an exception to stand behind their product fully. I do understand they have to have a policy in place, but learned that this company did take my situation into consideration and did the right thing for the customer. I very much appreciated their consideration and the exchange being made. Zline took a bad situation and turned it around gracefully.