Niet betrouwbaar: annuleert afspraak 12 uur van te voren
Contracted Woodstep May 2023 for floor renovation on December 1, 2023 of our retail shop. Last contact to discuss details were on Tuesday November 28. All was in order, and they confirmed again that they would come on December 1st. Yesterday (one day before the actual renovation date) they cancel at 6pm without explaining. Calling them on December 1st, at 8am: they simply said they do not have the materials, and the workers are now at a different location. They simply cancelled the job at the latest hour. Totally unacceptable. Problems happen, just not 12 hours before you're supposed to show up. And at least try to accomodate a solution.....
### REPLY to your reaction:
Thank you for your response; it is appreciated.
It seems we do not agree on what occured when. I acknowledge Crealize's request for additional wood 3 days prior to our scheduled appointment on Friday. However, we did not receive any indication from your team that day that accommodating our request was not possible.
I understand that ultimately, finding the extra flooring proved challenging for you, again, despite the fact that your colleague had confirmed the job. Our main disappointment stems from receiving your cancellation via an email at 6 pm the day before, after your office hours, not offering any solution.
A more acceptable aproach would have been to either call us and inform us that after reviewing our request, you were unable to fulfill and find a soluition.
Our soluiton was to have your team fix the 41m2 of total of 43m2 on that Friday, and fix the additional 2m2 of damaged floor for a later date at additional costs. This would have allowed us to open our shop as planned, and we would have been open to scheduling another session for the remaining work.
Unfortunately, your cancellation came without any alternative solutions offered other than "simply postponing" which has caused us loss of revenue due to the unability to open our retail shop. But you simply accepted another job for that Friday, leaving our entire shop in a mess, while you could have simply fixed 90% as planned, so we could open.
Furthermore, I'd like to point out that your team only started to find a solution after I posted this review. That could have been a coinsidence, but the entire Friday morning you were willing to offer any solution or alternative date. There was no proactive effort to resolve the issue until I shared my experience publicly. Your colleague (I believe "Tara") tried to move heaven an earth that Friday afternoon, but again, only after we shared our complaints online, not when we were in communication with you.
You mentioned that you lost your faith in us as a customer: imagine how we felt!
Finally: I acknowledge that your company has many great online reviews. Yet, as with any business, mistakes are being made.
Your company decided to cancel on the evening before the scheduled date and to prioritize another job, leaving us without any solutions. The responsibility for this situation lies with you, not with us. You should have showed up, and fix the overwhelming mayority of the floor, the remaining 2m2 could have been fixed at a much later date and - of course - at additional costs.
Reply from Woodstep
Dear Emi,
Thank you for your feedback; however, we believe that your review does not accurately portray the situation. You posted it before we had concluded our communication with your interior stylist, 'Crealiza.'
We were actively engaged with her at the time of your review. During our conversation with her, several options were presented for a resolution, including rescheduling the execution date.
We had to postpone the project because right before the renovation your stylist informed us that we needed more wood because of new water damage to the floor, this was something we could not provide on such short notice. This was beyond our control, as it was only brought to our attention on November 28. We attempted to reach your stylist by phone at that time, but we received no response and, as a result, communicated via email.
At that point, we were informed by your representative that the demand was for us to proceed with the renovation, regardless of the shortage of materials making the task impractical. We offered alternative expedited solutions.
Together with your stylist, we decided to proceed with renovating only the ground floor so that you could open the store, with plans to return for the upper floor at a later date.
After this agreement was reached, you posted your review. Based on the review and the lack of trust, we have decided that it would be in the best interest of both parties not to proceed with this project.
We find it unfair and unreasonable that you posted a review based on information that is invalid in a situation that could have been resolved.
Please let us know if there is any further way we can assist you.
Kind regards,
Ingmar - Woodstep Vloeren
