Whenever possible I try to support local businesses, especially family-owned businesses. As I was in need of a custom door, I decided to skip the "big box" retailers and give my business, albeit small, to a local company. I chose Advanced Door Company in Chico after reading their charming story online. I had a few questions and, of course, needed a price quote. So I stopped by the shop and was a handed a business card and instructed to fill out and return a form for a price quote. No problem.
But filling out the form raised a few questions, so I called the number on the business card. It took two voicemails and a text over a one week period to finally get a response from someone. In return, I received a text which contained an apology with a promise to call me that afternoon or the next day at the latest. Again, no problem.
I waited patiently. "They must be very busy," I told myself. Another week passed. That promised "next day" call never happened. So I texted again. Long story short: no "live" phone call, but a series of back-and-forth texts trying to get my basic questions answered. (I even provided photos with dimensions to be clear.)
During these exchanges I received only partial answers. What I did receive was mostly excuses (my kid is graduating...Monday was a holiday...we are swamped...with all that is happening globally...I'll check with my boss). And, finally, the real kicker was, "You may want to order without waiting for a price." Really? Order with incomplete information and with a BLANK CHECK?
Still determined to give this company my business, (I know, I am either very patient or just stupid), I even resorted to begging: "please don't forget about me," I pleaded.
As of yesterday, June 14, 2021, a full two weeks having passed, I threw in the towel and purchased a door from an out-of-town company where I was treated promptly and professionally. I had all my questions answered and order placed within 30 minutes! Unbelievable! So much time wasted with Advanced Door and their deplorable, amateurish customer service!
Over the past two decades, my experience doing business with local companies, especially restaurants and retail "mom and pop" stores, tends to be a challenge when compared with the chains. Generally speaking, I have found chains to be more consistent in quality, tend to hire and train more qualified employees, while providing a more acceptable level of customer service. Still, I will always try to give my neighbors the first opportunity for my business before patronizing chains.
I am very sorry to say Advanced Door is just another example in my continuing disappointment with local companies.
There. You've been warned. read more
