Bad service and arrogant attitude

<p>We have a maintenance/construction business, and ordered a reception unit and cupboard for a client of ours from Kitchen and Bedroom Gallery. The order was placed on 11 July, and a 50% deposit was paid. On 27 July we were told that the unit was ready, and balance of payment was made. During the period 27 July to 22 August the unit was returned to the factory three times due to manufacturing errors. It was the wrong size, it was not made according to the plan discussed, different melamine finishes were used on different surfaces, shelves and tops were missing on the cupboards. In the mean time we were having to deal with a client wanting to know when they were going to receive their units. Eventually on 22 August we asked KBG to cancel the order and refund the money, as the client was now becoming increasingly unhappy. The owner of KBG was away at the time, and so we had to wait for his return to the office. Upon his return, in conversation with my husband, he refused to refund the money. According to him, he had "delivered" on the order, despite the fact that we still did not have the item in our possession. Eventually my husband agreed to take the item. When he called the showroom to collect the item, he was told that it was being remade and could not be collected. (Why was it being remade, if the owner had already delivered on the order?) He was told, though, that the owner would personally make sure that the item would be ready for collection on Friday, 2 September. Finally the item was collected on Monday afternoon, 5 September - 8 weeks from date of order - and needless to say, it was still not correct!! In desperation, my husband took it from the showroom and installed it at the client. Adjustments were necessary to make it fit, and it was so loosely joined that it required gluing and bracking with brackets so that it didn't fall apart if it was bumped too hard. What has happened to the days when service excellence was the core value of business? KBG will definitely not be getting any more of our business.</p>