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Rigid Customer service policies
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I ordered a Cat Mate small door that was described as fitting glass, wood or screen doors in May of 2012. It took some time to get it installed because I went out of town for a month and then had to wait for my handyman to install it. Three months passed and when my handyman went to install it he found it was not at all designed for screen doors. I phoned the company and asked to return it, but was told there would be a restocking fee as well as postage to send it back. I explained that it was not my fault that the description was misleading and was told this might not fit my door, but it did fit other customers doors. That is not a good answer. How is a customer know what type of door the product will fit if it isn't defined precisely by the seller. This customer service rep was adamant and not at all sympathetic, bureaucratically insisting that they had a 30 day return policy regardless of extenuating circumstances. I would not do business with a company who insists on a one-size fits all customer service policy.
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