Sunday, April 28, 2019

NOT RECOMMENDED: Eagleson Flooring In-Home Pre-Sales Consultation (Kanata)

This is based on a single interaction so it may not be the case for getting actual work done but this one instance immediately took Eagleson Flooring off the list.

We were looking for an in-home consultation for an existing kitchen floor tile replacement. I filled out the contact form on their site and waited. I was really surprised that I received an email THAT DAY (Saturday) and the discussion went really well. We were scheduling a time for the following week and I was really looking forward to it.

Then the phone call came. I explained what we were trying to do and rather than offer options, the project manager said "come into our store" (despite asking for an in-home consult) and actively discouraged us from doing the job because the tile was already there, citing higher expenses. If they were the only company we were looking at, we would have come away extremely disappointed. Luckily, we found another company that we decided to use - I will come back with a review once the job is done but our hopes and consultation experience was MUCH better).

Look - I appreciate that not every employee is aware of what their web site says or offers but if you are going to offer "in-home" consultations, then come with an open mind and try to address or evaluate the request.

Maybe Eagleson Flooring does a better job with "in-store" consultations and we didn't experience the installation process, which may be great, but that's because their "in-home" or initial sales consultation process turned us off and took them out of the running.

Monday, April 1, 2019

RECOMMENDED: Gotcha Covered (Ottawa)

After years of dealing with Blinds To Go, we had finally had enough. While the experience of going to a store and choosing from a variety, I wanted to try and use an in-house consultation and installation to avoid any further mishaps.

We contacted GotchaCovered in Ottawa to see what could be done in our bedroom. The consultation was fantastic. Cathleen looked at what we needed to do and offered a number of options. She provided her own opinion and design ideas but respected our overall designs.

I can't stress how valuable this is in the consultation. Many will say "well, that's what a consultation should be like" but if you've ever had contractors or bad experiences, you know that in many cases, the consultation is more of a "Ok, sign here" type approach. This was a really NICE experience, especially knowing there was no commitment required.

The blinds arrived as scheduled. There were some miscommunications with the installers that delayed the process by a few weeks. GotchaCovered relies on installers who do other companies as well (our initial installer also did work for Blinds To Go) but once scheduled, the process went super fast.

What makes the recommendation, however, is the after-sales process. One of the blinds came with ropes that weren't very attractive (obviously not shown with samples) and when it fell off, we contacted Cathleen to get it fixed. At the same time, we weren't happy with one of the blinds. Cathleen went all out and let us get the custom blinds re-ordered with a revised design (it was a minor change). The new blinds came in quickly and the install process was even better than the last time.

Many may say "blinds - do them yourself" but there is a hassle factor with the choosing and while many companies are now offering "in-house consultations", we found that Cathleen and the GotchaCovered process a wonderful experience.