Reynaers at Home recommended an incompetent, unprofessional and disreputable partner, Melayway Glass Associates (MGA) to install high-end windows.
MGA lack totally project management and communication skills as well as professional respectability, having changed the jointly agreed payment terms unilaterally prior to installation.
MGA have failed me appallingly for the past 6 months: 2-month delay in installation at a cost, faulty installation of a product (water infiltration, etc.) that does not meet the required specifications (door installed the wrong way round, handle/lock missing, wrong coating, etc.). 3 months after installation I have no planned deadlines for completion and resolution of the many issues. They have stopped all communications since.
My customer experience with MGA has been absolutely shocking. They failed to manage my customer expectations from the start which is unspeakable considering the financial investment.
Melayway Glass are utterly inept and have been by far the least professional company I have ever dealt with. They have no structured processes, no clear timelines, no understanding of how to communicate to the customer and an outrageous tendency to over-promise and under-deliver. Above all they lack entirely project management skills which involve notably (pro-)actively communicating with me.
The original process was meant to take 8 to 10 weeks from start-to-finish. I sent the the first details for the quote on 29th June. Placing the order caused the initial significant delay, it took 2 months when all I wanted to do was place the order. I had to chase constantly, sending reminders/requests for: quotes, an invoice with payment details, colours, confirmations, timelines/next steps, etc. I was supposed to receive colour samples early August (because they didn’t bring them, or any other basic information, when they came out to see me in July). I received them 4 weeks later hence delaying further the ordering. I was then given a date of manufacturing (mid-October) which was not met and delayed by 2 weeks, before being told on 1st November that the manufacturing would only start the day after. Installation took place early December.
I involved Reynaers at the time of the first delays, since MGA is their preferred partner. My request for Reynaers to fix the broken process, take over the lead in the project and bring it to completion has been ignored. Reynaers have left Melayway Glass in charge of the project and the relationship, despite a history of abysmal management. Despite writing the UK Managing Director and CEO of the company, asking them to make a difference and favourably influence the disastrous course of my project, no progress has been made.
It seems there is no limit to how poor my customer experience can be, I am shocked that I am being treated with such contempt by both Reynaers at Home and Melayway Glass Associates.