“I have lost a lot of faith in your store at Up Town, Victoria. I ordered queen percale sheets on July 9th and waited for one month for arrival. I had to go into the store twice to ask if they were there. No one phoned me. They found them sitting in a cupboard but no one had called me when they arrived.
I deicded to exchange them for a full set (double) percale and waited for over one month. I was told they were in the Ware House at Duncan, which is one hours drive away. I could have gone to pick them up. Still no phone call. I went into the store twice to ask if they had arrived. I was told "they are in transit". So, my third visit to the store, yesterday, I decided to ask for a refund and will not buy the sheets at Rest House but will buy elsewhere.
I found your purchasing agent gentleman was very non-communicative and he needs a lesson in communication and freindliness to customers.”
Hello Dorothy, thank you for sending in your honest review, and we do apologize for any inconvenience your experience caused. I can see from the order history that you waited 10 days for items that were sent from our warehouse to the store. I'm sorry that you didn't receive a call that they had arrived and were ready for pick up, please know that this is not the norm. On July 20 the items were returned and exchanged for a different size. Unfortunately, we didn't have any double size in stock and they had to be ordered from our supplier. I'm not sure where the confusion came from that your order was in transit from the warehouse - it sounds like it wasn't clear that the items were in transit to the warehouse, and then would be sent to the store. In any case, I'm sorry you felt that you did not receive the usual high standard of customer service you have come to expect from Resthouse. We appreciate you letting us know about your experience, and hope that we can gain your trust back. Warmly ... The Resthouse Team
Dear Larry & Wendy, thank you so much for taking the time to let us know how you feel about our staff and service! We are thrilled to hear that you had a positive experience with our friendly and knowledgeable staff at the Victoria location. We strive to provide exceptional customer service, and your kind words affirm that we are getting it right. Warmly ... The Resthouse Team
