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Poor follow up and Abusive Customer Service
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Using Royal Green as a vendor, if your appliance installation is without issues, is fine. If there are any issues, however, no matter how small, expect to have to chase down someone at the company to resolve them and to be treated to abusive conduct on the part of their employees. In fact, negative reviews tend to be responded to with long-winded, aggressive responses from the "business manager." My YELP review received a faster response than said "business manager's" response to being abused by their salesperson. In fact, the latter never came.
1. Our high-end fridge was delivered missing a piece (the kickplate). No anger was expressed on our part and we trusted that we would have the part installed within a week as promised.
2. After a week, we called to discover that our salesperson, Frank, knew nothing about the missing part for whatever reasons, and had rather unacceptable suggestions to remediate the issue until he finally claimed to be ordering the part. He also passed blame for the lack of follow up. His suggestion was that we install the part ourselves, highly inappropriate for a purchase of this kind and considering that SubZero is very clear on the machines' only being services by authorized repair people. It also took Frank three tries in the same conversation to understand that we did not have the part and that it needed to ordered. Zero apologies were offered either.
3. After a week, no part had arrived and it took an irritated phone call to get the part ordered, which Alan, who was professional and reasonable, handled kindly and efficiently.
4. Rather than sending the installers back as we had been informed would be the procedure by both the original installer and Frank, and which another salesperson confirmed was protocol, we received a message that a certified repair company would be doing the installation. This was not a problem per se, but after being told that the procedure was otherwise some communication regarding the change would have been warranted.
5. When I finally spoke to Frank again to find out why there had been such poor communication, he was abusive and insulting. He actually had the temerity to state that I hadn't bought the fridge but my father had. Beyond the fact that a random salesperson has no idea what arrangements a family makes between its members regarding finances and that Frank clearly thought he could get in a zinger because the credit card used for the purchase was in my father's name, commenting in such a manner is beyond inappropriate and unprofessional. Frank proceeded to scream at me rather than simply allow me to express my concerns, and insulted me as a "Karen," rather ironic as I had allowed weeks to pass without a part of my expensive fridge and as Frank is a rather unkempt caucasian man. Frank further expressed that I was "driving everyone crazy." Evidently following up after a week and then a second week to find out where a missing part of an expensive fridge is would be qualified by Royal Green as "driving them crazy."
6. The "business manager" minimized attempts to complain about the abusive conduct, tried to suggest that being concerned about an incomplete fridge was inappropriate in the current climate (were that the case, perhaps she should start giving away the appliances for free), promised that the owner would call right back rather than dealing with the issue herself, and then had a tantrum on the phone when the number she had given IN HER EMAIL as her direct number was used to respond to her text via text and to call back when the owner failed to call back immediately as promised.
One could add in Frank's odd pushiness about our switching from the tubular handles that he himself had recommended to the pro handles while dismissing our query as to why the change with a "I thought you preferred the pro handles" and the "business manager" subjecting me to a rant about her personal issues about working from home and taking care of her kids, but that at this point is simply more evidence of something truly amiss in the offices of this company.
I'm ignoring the no doubt abusive commentary the "business manager" hurled immediately at my quite explicit review, and will have our family attorney address anything that requires addressing.
In short, a big no to this company.
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