1 reviews | Active since Oct 2012
Poor and arrogant service
“I went into Novray Glass' offices in De Waal Road Diepriver to order two replacement panes of glass - a standard 3mm pane for which I provided dimensions, and a panel of 6.38mm safety glass for which I not only provided dimensions but ALSO a sample. I had to pay upfront - no problem with that, and was told the glass would be cut immediately.
An hour later the glass still had not been cut. When I sent a driver to collect it about three hours later it was patently clear to him that one of the panes was completely the wrong size(ironically the one that a sample size was provide for!) . My driver queried it but was dismissed by the salesperson who’d served me , Razan(who claimed later to be the manage), he said I'd given him those dimensions and there was nothing they got wrong.
When I saw the oversize glass deliverd back at my home I immediately took it back to Novray to the same Razan who reiterated his version that I'd given him those sizes. The logic of the fact that (a) I given him a sample to copy, and (b) I'd read him the dimensions off my phone (where they are still stored in a WhatsApp message sent by my wife before the order was placed), escaped him completely and he was not interested in rectifying the matter. Not once was there even a hint of an acknowledgement that he got the dimensions wrong or failed to apply logic.
As far as he was concerned I'd given him the wrong dimensions and the sample size was immaterial. I told him that I would seek another glass company to rectify the matter and that I would be writing a letter to owner of the company and he did not seem in the slightest bit concerned about that.
When my PA called Novray Glass about 30 minutes later to get the contact details of the owner the same Razan refused to give them, claiming that either he didn't have them or the owner had no contact details. He tried giving his own e-mail address for a written complaint to be sent to - fat chance that the manager who is being complained about is going to investigate himself or pass on the complaint to his superior.
I need to state clearly and categorically that at no stage was I rude or insulting to the staff at this business, but their attitude was one of cold indifference. Pathetic customer service. I truly hope the owner of the company gets to read this review. Unless they teach their staff how to deal with customers I would not touch this company with a barge pole let alone do business with them again.
Further, you told my PA on the phone that YOU were the manager and did not offer any email address. True, I was taken aback and then annoyed at your premises when I was first faced by your lack of service and bad attitude and I remember very clearly what my words were , (they were neither rude nor smacking of a bad attitude, just astonishment), I said :"really ? Are you sure that is how you want to play this?" You dismissed my concerns with continued arrogance and I turned and left your premises and until today your misrepresentations of the other facts continues
I am not someone who easily complains about a business' service but in this instance the blatant disregard for customer service, the arrogance and now the follow up dishonesty of what transpired simply confirms to me that I was right in complaining.
I have always made a point of approaching a business owner or manager directly to resolve an issue if there is one and in almost all but your case that was possible. But you and by extension your company made it impossible for me to do so and also falsely claimed that you had tried to resolve it.
Hello Peter has now asked for a sworn affidavit from me to confirm that I believe that my side is true and accurate, failing which they will remove the report from their site. Given your and your company's continued intransigence and attempt to paint me as a **** I will now make the effort and provide Hello Peter with the required statement. I am sure you have satisfied customers (even a blind squirrel finds a nut occasionally) but I am not one of them and after trying all reasonable means to get resolution I turned to Hello Peter and I stand by my version.
Further, you told my PA on the phone that YOU were the manager and did not offer any email address. True, I was taken aback and then annoyed at your premises when I was first faced by your lack of service and bad attitude and I remember very clearly what my words were , (they were neither rude nor smacking of a bad attitude, just astonishment), I said :"really ? Are you sure that is how you want to play this?" You dismissed my concerns with continued arrogance and I turned and left your premises and until today your misrepresentations of the other facts continues
I am not someone who easily complains about a business' service but in this instance the blatant disregard for customer service, the arrogance and now the follow up dishonesty of what transpired simply confirms to me that I was right in complaining.
I have always made a point of approaching a business owner or manager directly to resolve an issue if there is one and in almost all but your case that was possible. But you and by extension your company made it impossible for me to do so and also falsely claimed that you had tried to resolve it.
Hello Peter has now asked for a sworn affidavit from me to confirm that I believe that my side is true and accurate, failing which they will remove the report from their site. Given your and your company's continued intransigence and attempt to paint me as a **** I will now make the effort and provide Hello Peter with the required statement. I am sure you have satisfied customers (even a blind squirrel finds a nut occasionally) but I am not one of them and after trying all reasonable means to get resolution I turned to Hello Peter and I stand by my version.
For the record; seeing as you opened that can of worms, I have been using Hello Peter for eight years and in that time have posted 9 negative reviews, so I think any normal person would assess that at a little over 1 negative review per year out of the 100's of companies I deal with annually I may just possibly qualify as someone who does not complain easily.
That is neither here not there. Looking at this situation I had to sit back and wonder why someone would so stubbornly refuse to admit that they *****ed up and treated a customer badly - it is beyond me (I employ more than 50 people and if anyone of them behaved the way you are, I doubt they'd still have a job)
The bottom line is that the irritation for me of coming onto this site the couple of times a year to check comments and seeing your nonsense is assuaged by by the knowledge that essentially I am just dealing with a functionary who at best is a glass salesman with limited education and sophistication whereas I own and run a company worth millions, live in a big house and lead a very comfortable life, is it really worth my while to trying and get a glass salesman to see that his behavior is out of line ?? Not worth it so I will no longer bother to respond.
For the record; seeing as you opened that can of worms, I have been using Hello Peter for eight years and in that time have posted 9 negative reviews, so I think any normal person would assess that at a little over 1 negative review per year out of the 100's of companies I deal with annually I may just possibly qualify as someone who does not complain easily.
That is neither here not there. Looking at this situation I had to sit back and wonder why someone would so stubbornly refuse to admit that they *****ed up and treated a customer badly - it is beyond me (I employ more than 50 people and if anyone of them behaved the way you are, I doubt they'd still have a job)
The bottom line is that the irritation for me of coming onto this site the couple of times a year to check comments and seeing your nonsense is assuaged by by the knowledge that essentially I am just dealing with a functionary who at best is a glass salesman with limited education and sophistication whereas I own and run a company worth millions, live in a big house and lead a very comfortable life, is it really worth my while to trying and get a glass salesman to see that his behavior is out of line ?? Not worth it so I will no longer bother to respond.