Tag Archives: Mystery Shop

A slamming deal on a side door with Tru Tech

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As you all know, think it’s very important to mention any company that exudes excellent customer service and that consistently provides the public with quality products.

Just recently, I was out shopping for a new side door. I live in an older home and our doors are not a regular, standard size. I was having a lot of trouble finding a door that was the right size and the right price. I had been to several retailers and none had what I was looking for. Frustrated with the retailers and their “one-size-fits-all” solutions, I decided to go straight to the manufacturer.

After doing a bit of research I called Tru Tech Doors. I was surprised as the President himself, John Careri, was featured on the website and was accessible to the public. There was no secretary screening his calls, no unlisted number, and no beating around the bush. I left him a personal voice mail outlining my challenges and he got back to me within two business days, stating he was able to help me with a solution at a reasonable price. The manufacturer does not sell to the public, but he was able to assist me with the help of one of his retailers.

For anyone looking for interior or exterior doors; Tru Tech, a Canadian manufacturer, is the way to go. Their products are always of high quality and their customer service, when needed, is impeccable.

Tru Tech Doors Canada
20 Vaughan Valley Blvd.
Vaughan, ON
905-856-0096

 

 

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J. A. Henckels stands behind their knives

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Every once in a while I come across a company, product, or service that is simply remarkable. Recently, I had such an experience that covered all three areas; a company that not only stands behind its products, but offers amazing customer service.

My wife and I both use J. A. Henckels International Knives in the kitchen. We love them because of their high quality, and their durability.

A couple of weeks ago, when I was taking a load out of the dishwasher, I noticed the blade on one of our paring knives (maybe 10 years old) had cracked off the base. I called J. A. Henckels’ customer service line, and they immediately offered to replace it- no questions asked. I didn’t have to wait while they reviewed and processed the incident. I didn’t have to provide proof of purchase or a receipt. I didn’t even have to answer a million questions. I was simply met with fast, helpful, customer service people and a new paring knife. This had actually happened once before, when a knife we owned broke at the tip; and we were met with the same level of service.

A very small percentage of companies stand behind their product this way without wasting the customer’s time, or putting them through the ringer. This level of customer service and quality is so rare today. With J. A. Henckels International Knives I was given immediate results and am confident that if something ever happens with their products, they will be there for me. I recommend J. A. Henckels International Knives for every cooking enthusiast I know, and I am most definitely a customer for life because of each and every positive experience that I have had with them.

Zwilling J.A. Henckels
171 Saw Mill River Rd.
Hawthorne, NY
1-800-777-4308

 

 

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TheraPearl chills me out with great customer service

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Have you ever had a nagging ache or pain in your body that just won’t go away? Well, I often get them and I found TheraPearl to cure all my ailments. Therapearl makes hot and cold therapy packs that provide relief for aches and pains. These can include bruises, joint soreness, and my personal ailment – migraines. Basically you get a pack and you can throw it in the fridge or microwave depending on what you need.

I recently bought a TheraPearl at a large retailer in Toronto. Shortly after getting it, I noticed the “pearls”, which are the little temperature beads, were beginning to fall out. I returned to the retailer, but had misplaced my bill and they would not exchange the product for me. The retailer was giving me the run around, sending me from one location to the next. As a customer who was getting the run around, I became increasingly frustrated and decided to call the actual manufacturer. Upon calling TheraPearl’s customer service line, I spoke to a lovely young woman named Candice. Candice apologized and took full ownership for the issue and sent me a replacement right away through UPS. She even sent me additional products to try including a frog and a pig TheraPearl pack for my daughter, who Candice heard in the background while we were talking. TheraPearl stood behind their products and did not make me jump through any hoops. I was sent products specific to my needs and thus my expectations were exceeded. While I had an unfortunate customer service experience at the retailer, TheraPearl took care of the whole situation to ensure that I was a happy customer.

Awesome customer service will keep me coming back for more and will also tell my friends about the great experience. Now if only the retailer could take a page out of TheraPearl’s customer service book!

TheraPearl, LLC
9305 Gerwig Lane, Suite Q
Columbia, MD
1-877-PEARL09 (73275)

 

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A Landscaping Nightmare: How Land-Con Saved The Day

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Back in the summer, I decided to re-do the driveway and front garden of my house, so I had 12 landscaping companies come to my house to quote my relatively decent-sized project. Of the 12 companies that came by the house, not one was professional enough to follow-up with me and provide an actual quote as I was a potential customer.

I was starting to give up all hope in my hunt for a suitable landscaping company when I stumbled upon the Land-Con team. The Land-Con team was completing some work at the office building I worked in when I asked an employee if I could speak to someone about a residential job. Immediately, I was introduced to both owners who happened to be on site and they arranged to have their planner come to my house. The planner, Cristel, showed up on time and even provided me with drawings and a quote within days of her visit. Talk about speedy customer service! The price that she quoted was certainly close to what other people in the neighborhood have paid to complete similar work, so we decided to go ahead and have her re-do our driveway and front garden. An added bonus was having our amazing planner, Cristel, who patiently provided us with guidance and ideas every step of the way. She added to the awesome customer experience that Land-Con provided.

The workers arrived on the prearranged date and despite the fact that they were working on a residential project, they were all appropriately outfitted with all of their required safety equipment. They worked quickly, efficiently, safely, and always tidied up after themselves. The few minor, and I stress minor, deficiencies were taken care of quickly. Everyone, who has seen the work that was done by Land-Con, thinks they did an amazing job and added value to our property. Land-Con’s amazing customer service has kept them fresh in our minds and with a bit of luck, we hope to work on the backyard next year!

Land-Con
163 Bowes Rd. Unit 3
Concord, ON
416-504-LAND (5263)

 

 

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St. Clair Nissan revs up the standard for customer service

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Unlike many Nissan dealers these days, St. Clair Nissan is located downtown and occupies a smaller building space. My understanding is they are family-owned and operated. In my experience with car delarships, big dealerships can never seem to take care of problems in an affordable timely fashion, whereas St. Clair Nissan is always friendly, efficient, accommodating, and reasonably priced to their customers.

I distinctly remember a time when St. Clair Nissan helped me out more than any other car dealership ever could. When I was buying out the lease on my car, I had already moved uptown and decided I had such a great experience with St. Clair Nissan that I would try another Nissan dealership near my new house. The new dealership wanted $300 just to do the paperwork, so I went back to St. Clair and they completed the papers for $100. Given the time it took to do it, they likely didn’t make any money off of me; but they kept me as a happy customer, and they kept me coming back. Despite the fact that I no longer live down town, I still go out of my way to visit this location, as well as my preferred service garage (Portugal Auto Service at Dundas and Bathurst). I always go out of my way to tell all of my friends about their amazing customer service because they take such great care of me as a valued customer. The personalized customer experience really goes a long way.

St. Clair Nissan
3275 Dundas St. W.
Toronto, ON
416-762-7537

 

 

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Broil King is on fire!

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If you remember my blog from the other day, I wrote about the great customer service that I found at Dickson Home Hardware. Well, just recently Brandon (one of the great guys at the hardware store) was over at my house doing some minor repairs on my BBQ when he noticed that the cookbox was warped. As a direct result, the grills were sitting lower into the bottom of the BBQ than they should have been. Brandon said he would go back to the hardware store to order a new cook box for me, but I was a little shocked as I wasn’t expecting to shell out the money for a major repair or a new part. Naturally, I hesitated a bit as this would be pretty costly.

When Brandon sensed my hesitation, he told me not to worry since the Broil King Brand has a 25 year warranty on the cook box. I couldn’t believe it since my BBQ was over 9 years old! When the BBQ part arrived, I was pretty surprised to discover that they had sent me an entirely new BBQ with everything except the stand. Not only did Broil King stand behind their product, but they also exceeded my expectations and provided me with an outstanding customer service experience. In this day and age when most companies don’t take customers seriously, this was a pleasant turn of events that shot their customer service levels through the roof. Not to mention, they do make a great product that keeps their customers coming back!

Broil King
585 Kumpf Drive
Waterloo, ON
1-800-265-2150

 

 

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Pro Hardware, Pro Service

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On Avenue Road lies a small hardware store called Dickson Home Hardware. For those of you who haven’t had the pleasure of visiting this shop, they have two sides to their retail business; one that is centralized around hardware and another that is centralized around BBQs. I first visited Dickson Home Hardware 5 years ago when I was buying a friend a wedding present and I had a great experience. Despite the blizzard brewing in the middle of winter, I decided that I wanted to get my friend a lawn mower for his wedding so I started checking around for prices and models. I went to some of the big box stores in the area, saw a few I liked, and asked the manager about any discounts considering the current season and weather. I was flatly declined, so I checked out some of my other options before turning to Dickson Home Hardware. When I settled on Dickson Home Hardware, I was shown a few models and when I asked about the price the owner explained to me that he was unlikely to sell very many lawn mowers in the middle of winter, so he’d be able to cut $100 off the price before I even asked about any discounts.

Aside from this interaction keeping me coming back year after year, they continue to blow me away during every return visit with their excellent level of customer service. Dickson always has the hardware I am looking for even though they are a small store, and in the BBQ section they are all amazing and knowledgeable. When I was having a problem with my BBQ recently, they tried to walk me through it on the phone; and when I was unable to resolve the problem with them on the phone, instead of frustrating me they stopped by when they were in the area to fix it. Not only did they fix it, but they identified a problem which was under warranty. They have never ceased to amaze me and I have had a positive experience with them- each and every time. This just goes to show you that bigger isn’t always better when it comes to customer service.

Dickson Home Hardware
2028 Avenue Rd.
Toronto, ON
416-487-4029

 

 

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