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Poor Customer Service
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I would really love to give this small business a good review, but unfortunately I cannot. I started out ordering tiles. That went relatively well. They did take a week to get my samples to shipping, but other than that, when I ordered my full tile order,
all was great! I even emailed and called with some questions and got immediate responses and great customer service. Then, I decided to order crown molding....that's where it all went bad. I placed my first order. My card was charged the full amount the day
I ordered. Three weeks later my CM wasn't even shipped yet. When I placed my order the site said "In stock & ready to ship" It said they had over 400 in stock & I only ordered 22. I sent several email messages and did not get a response. Then I called & was
prompted to leave a message, which I did, but did not receive a call back. I left a second message & finally got a call back a day later. I was told he would send out CM of the same size & style but made in a different country....huh? It was exactly the same
as what I ordered, so why didn't they just send that out in the first place? So a week later, 4 weeks after ordering & paying in full, I finally received my order. Unfortunately...total mistake on my part, it was not the right size. I will give DCT credit
here....they handled my return efficiently & did not hassle me about it which I appreciated. They didn't even charge me a restock fee, which I appreciated....so I will give them an extra star for that! Then I re-ordered the correct size. I immediately sent
an email requesting the date it would be shipped wanted to avoid the problems I had previously. I did not get a response, but my CM arrived 2 weeks later. 4 pieces inside the box were badly damaged. The shipping box was not damaged, so this damage did not
occur during shipping. I did not even address this with the company, but decided to use the damaged pieces to cut for small areas so that I could cut out the damage. Upon starting our installation project, we realized we would need about 4 more pieces than
I ordered. So I placed another order. Of course my card was charged the day of the order. Again, I sent an email the day after the order requesting the shipping date & received no reply. It has been one week since the order & web site still says "awaiting
shipping". Again when I ordered the site said "in stock and ready to ship". I called and left a voice mail to ask when it will be shipped. Hopefully, they will return my call soon. So the rest of the story remains to be seen as to how long it will take to
get my third CM order. It is very hard to plan installation dates with my help when I have no idea if my order will be here tomorrow or if I will have to wait 3 weeks again. If DCT could communicate better and resolve their slow shipping, I would give them
5 stars. I'm giving them 2, plus an extra one for handling my return so nicely. I especially do not appreciate having a large charge on my credit card for 4 weeks and expecting to receive my order in a week or so & instead waiting 4 weeks & having to chase
them down with multiple communications to find out what the problem is. What if I had not emailed & called? How long would my order have taken?
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