Chimney Inspection, Chimney Repair, Custom Fire Pits, Custom Fireplaces, Electric Fireplace Installation, Fireplace Installation, Fireplace Repair, Fireplace Sales, Gas Fireplace Installation, Gas Fireplace Repair, Pellet Stove Installation, Wood Stove Installation, BBQ's and Big Green Egg
Zonas de trabajo
Alexandria, Annandale, Arlington, Baileys Crossroads, Bethesda, Burke, Centreville, Chantilly, Chevy Chase, Chevy Chase Village, DC (Washington), Dunn Loring, Fairfax, Falls Church, Fort Hunt, Great Falls, Herndon, Idylwood, Kings Park, Lake Barcroft, Mclean, Mount Vernon, North Springfield, Oakton, Pimmit Hills, Reston, Seven Corners, Silver Spring, Springfield, Tysons Corner, Vienna, Washington, Wolf Trap
First off, you are 100% correct in saying that we were running late to your scheduled appointment, and while that does happen from time to time, we always try our best to make it up to the client as we were fully prepared to do so for you.
The fact is, sometimes jobs take longer than anticipated and that’s an unfortunate situation for everyone. Admittedly, we should have been in better touch if what you say is true in regards to that, and we were, and still are very sorry for running late to your scheduled appointment.
When we realized that we were not going to make it to your home until super late, we suggested rescheduling the installation for first stop in the AM, which we were happy to do, and which you accepted after of course throwing some “nasty” words our way…
EVERYTHING else you say is TOTALLY inaccurate!
The fact is you told us repeatedly that you needed a “vented gas log set” so that’s the only technology that we discussed during your showroom visit and it’s also what you provided a deposit for. You even signed the invoice which clearly said that we were special ordering a vented log set for you!
Brian has been around this business his entire life and selling a vented log set, when someone says they need a vent free log set, simply put is not even the slightest possibility for such a seasoned professional.
When you were chewing out our scheduler, Prescott, on the phone, you even told him multiple times, “what’s so difficult about this… all I need is a vented log set!”
While we understand you being confused about what technology you in fact needed for your fireplace, the fact is we didn’t bring the “wrong” log set to your home!
We, instead, actually brought you the log vented log set that you selected, ordered and signed for while in the showroom!
As to Brian being rude to you after getting your name wrong, you conveniently left out the true facts of how that conversation went while at the counter when we were processing your refund.....
As you may recall, you decided to start talking to a client that Brian was working with when we were processing your refund. You told her NOT to do business with us and tried your best to make a scene to the other clients in the showroom.
Fortunately for us, that client that you tried to talk out of doing business with Bromwell’s is one of the top designers in DC and someone that has had us perform DOZENS of installations successfully over the years!
In fact, the invoice that you saw Brian processing for her marks the 12th invoice in the last 20 months alone! Just so you know, she’s one of those designers that you read about in all of the magazines… she knows her stuff and she trusts Bromwell’s for all of her fireplace projects, which are numerous.
While you did make quite a scene, all of us, including the other clients in the showroom, did get a good laugh out of how miserable and rude you were. Simply put, no one in the showroom understands how you could be so rude, and disrespectful, regarding YOUR incorrectly repeated stating that you needed a VENTED log set, when, in fact, you actually needed a VENT FREE log set!
While running late to your appointment is strictly on us, YOUR confusion on the log set is totally your responsibility, despite whatever twist you may try to put on it…
When Brian, who deals very successfully with many dozens of customers on a daily basis, did get your name wrong, you went so far as to ridicule him and question his intelligence stating: “do you speak English” multiple times… Who does that? How could anyone be SO rude and condescending?
Your rudeness is only surpassed by your gutless lies on the internet, where you chose to bash an honest, hard-working, customer-service oriented business, instead of simply and maturely admitting that YOU were confused!
Furthermore, Brian would not have said one thing to you during the refund process had you not started talking to his client! Prescott, who can get along with everyone, briefed Brian on the situation and your overall attitude prior to your arrival to our showroom, and management authorized a full refund just to be finished dealing with you.
All we wanted to do was give you your refund and go our separate ways.
In addition, we could have charged a restocking fee to you as noted on the signed and authorized invoice, but given your irrational and rude behavior, all we wanted to do was clean our hands of dealing with you, and move on to servicing the so many nice customers that we are so fortunate to have.
It’s a shame that you took this approach especially seeing just how gentle Bromwell’s was when it came to processing the refund on your special ordered vented log set, and it proves just how crazy the world is nowadays!
We are grateful that we will never cross paths with your bitterness and nastiness again and we wish you nothing but the best moving forward with your vent free log set (NOT vented log set)!!!
If any readers, would like to see the authorized and signed invoice clearly stating that Annette purchased and selected a vented log set, please feel free to reach out to us as we are happy to prove all documentation of this transaction.
We do well over 5,000 invoices a year with a nearly 100% high satisfaction rate… after all, we’ve been family owned and operated since 1873, and we are happy and proud to say that we are The Fireplace People! We pride ourselves on doing everything possible to treat everyone that walks through our front door like a family member. We tried to do the same with Annette.
Unfortunately, we all know how some people, for some unknown reason, believe they are always correct, and upon realizing they are not, choose to blame their error on someone else......well, Annette exemplifies that behavior! Her rude and condescending behavior stands out as the worst that Bromwell's has experienced in tens of thousands of invoiced transactions.
Face it Annette...YOU were wrong, but instead of admitting it, and moving on, you then took to the internet to bash a company that was prepared to provide you with EXACTLY what you ordered. We only hope that somehow that soothes your ego and makes you feel like a better person.....Certainly, EVERYONE in the store that day, saw you for what you were! We only wish any reader that would otherwise care about your opinion, could have seen you in action!