Extremely disappointed with Jennings. We chose a laminate from their catalogue booklet, it shows a plain white laminate chip but the actual laminate that came differs 90% from what we chose and had huge continuous brown patterns. Now they are insisting that we cannot rely 100% on the chip samples in their catalogue book as the actual laminate (does this even make sense?).
They further insisted that we should have requested for A4 samples as they are a better comparison to the actual laminate. Amusing is, when their staff Ann Ong brought down two A4 samples, one of them shows a plain white while the other had patterns. To be fair to her, we made further comparison using her own catalogue vs our contractor's catalogue vs the sample chip we chose, all clearly points to a plain white laminate. Having done the obvious, she insisted that we can only follow her A4 sample which has the pattern on it (how is this fair to us? so why not follow the other plain white one she brought?) and we already have 3 plain white samples against that one of hers.
To make an even better comparison, we compared to the whole laminate in our house, only a portion had white on it, the rest was mainly with brown patterns, such a horrible misinterpretation of their product. Now they are forcing me to accept the current laminate or out of their "goodwill", I could purchase new laminates from them at a one-time 30% discount.
See Whatsapp screenshots, I don’t see how this fits your “we would definitely reply”. Unless this is your style you agree a business should uptake when communicating with your customers.
http://imgur.com/rQkqW73
http://imgur.com/ifKtV6P
When we met [staffmember] on Friday, she assured me that she will get back to me on that same day and she was un-contactable after since. I had to call your main office to get someone else and that's when your reception pass me [staffmember]'s mobile number. I reached out to [staffmember] and she told me she wasn't aware of the situation. Fine, to be fair to her, I agreed to her checking with [staffmember] first and get back to me the next day (Saturday). You mentioned working hours? I waited the whole morning, which is well within your working hours. To the point that I texted [staffmember] that [staffmember] refused to reply me and if I don't hear from her before 12pm, I'll head down to your Defu office. The next minute, [staffmember] called me immediately and assured me she would call my designer to clarify things and come out with a solution by Tuesday. I waited for the whole of yesterday as well, which is also well within your working hours. Not only did she not contact my designer, she became the next to refuse replying to me. What’s best is, [staffmember] (whom I never spoke to till randomly yesterday over this review) sent an email to my designer a direct “no compensation” email. Is this the way you clarify disputes and hence come out with a solution? No one from your side, not [staffmember] not your boss got back to me at all until i posted this review and a random person - [staffmember], who clarified I wasn't passed on to her but she was reasoning with me on behalf of the company.
Your company expressed earlier that Jennings DO face such similar cases of 'full-sized laminate design does not match sample chip's design' EVERY YEAR shows strong enough evidence that your samples are providing misrepresentation, not only to me, but to all homeowners who are facing similar issue. This is the fact that you (and Jennings) have been refusing to accept all these while when clearly the actual fact is that your sample provides misrepresentation to consumers, adding on your staff's negligence to ensure your product is well communicated to everyone.
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