Roxbury Glass Inc

Reviews 3

RO

Roland Finehout

AWFUL CUSTOMER SERVICE. I ordered two pieces of glass for an end table and coffee table on a Monday. I got a call the next day saying it was ready and how much the total would be. I was pleased with how quickly the glass was ready for pickup. I drove the 15 minutes to pay and pick up the glass. Upon entering the building it wreaked of cigarette smoke and as I approached the front counter I was greeted by Wendy. I told her who I was and she sat down at the front counter and moved her ash tray which was full of cigarette butts aside. She told me what the total was for my order and I was about to hand her my credit card when she chuckled and said that they only accept cash or check. I was a little disgruntled by the fact that she hadn’t mentioned that to me on the phone prior to my drive over. I told her that I hadn’t brought either to which she replied curtly that there was a bank across the road. Since it is a local bank that I don’t have an account with I didn’t want to pay ATM fees to withdraw money. I told her I’d be back and so I drove the 15 minutes back home to pick up my check book. Upon my return I asked if they’d be willing to offer a military discount to which she replied they never offer any sort of discount. I then said that I’d pay $15 less for an “inconvenience fee” since I had to make an extra 30 minute round trip because she didn’t tell me over the phone that they didn’t accept credit/debit. That made her upset and she snidely remarked that the policy was posted on a sign on the window by the front door. I asked her how I was supposed to see that when all prior interaction was done over the phone and I had never set foot on the business property before. I tried to make a point that since almost 98.99% of businesses accept credit/debit it would have been common courtesy to let the customer know but she cut me off and said “Yeah and they charge 3%” while looking at me condescendingly. I then replied saying I could understand why they wouldn’t accept credit/debit but that I would have appreciated knowing that fact prior to making the trip. She finally apologized although it was completely disingenuous. Regardless of how fast the order was completed or reasonably priced it may have been for the glass (I’m not sure since I hadn’t shopped around) I will never do business here again and won’t recommend this company to any family/friends based on the experience with Wendy. Lastly, management should let Wendy know according to the Virginia State Breathe Easy law passed in 2009 it is illegal to smoke in indoor service lines and cashier lines. I hope that is corrected and if not that a future customer will report the violation to the Virginia Department of Health.

GA

Gary Smith

I can only confirm the impression of the first reviewer that this outfit doesnt know how to treat customers. I went there over four months ago to ask about replacement of a small double-pane window glass that had fogged up. I had used them before for another pane, and brought the window in to be measured. It took three weeks to get the glass, which is apparently fairly standard for glass installing companies, at least in rural areas. When it came in, they called me and I took the window in to have the glass replaced. All went well that time. This time it was totally different. In spite of my offer to bring in the second window, they said they would send somebody out to measure it. They did, and then I didnt hear from them for over three months. When I stopped by to ask whether they had received the glass, they couldnt find the order. They apparently had lost it or it was never turned in. So they said they would send somebody out again to measure the window. They did and several weeks later I got a call that they had the glass and would send someone to our house to install it. Wendy then told me it would cost $260 for the job, $100 more than it had cost for the previous window which was the same size! The reason for this was that they charge $50 for every trip to a house to measure or install glass. I knew that there would be a fee for that, but I didnt expect it to be $50 each time for a trip that only takes about 10 minutes. I told her very forcefully that this was too much and to keep the glass. She must have misinterpreted that to mean that I would bring the window in again as before, because this morning I got a call from one of their workers saying that he had expected me to be there this morning at 8 AM with the window. How dumb do you have to be to think that someone who has just told you to keep the glass because the cost for the job was too much would then bring the window in to have it installed, especially when she had not informed me that they expected me to bring it in. I ran into the same problem as the other reviewer with having to go to the bank across the street to get money to pay them, because they dont accept credit cards. They are just shooting themselves in the foot with that policy. Could it be that they dont accept credit cards because the credit card company would cancel a payment to them if a customer said he/she had not received the service they promised? My conclusion is--avoid them completely. I will certainly never go there again, even though it is the closest glass replacement business to our location.

JA

James Cole

Tried to get them to measure for a repair - wont even return a phone call - neighbor called twice for his windows - same result - they would not return his call either - pitiful customer service

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