Trellidor Atlantic City Bowl - ALL TALK AND NO ACTION

I placed an order with Trellidor Atlantic City Bowl and was told the order (parts and keys) would take two weeks as the parts were a special colour. It took a total of 7 weeks of me following up on the order and promises to get me answers which I never received. I decided to cancel the order. It took another 3 weeks to get a refund. Each time I heard it has been processed, it will reflect the same day as they are at the same bank as us. Eventually they said they will drop the cash at my home with the 3 keys. I still have in writing where the lady I was dealing with, offered me the keys for free as an apology for the inconvenience caused. The date of delivery of my cash and keys came and went, twice! I eventually emailed the Sales Manager and the owner apologized and refunded me - which one expects and believes were sincere. He never mentioned the keys although i put it in my complaint. I then asked him directly if I am getting the keys and he never rep**** to date. So was the apology sincere? Was he truly sorry for the bad customer experience? Your staff represents your business and a commitment from them stands. If you are customer centric, you should know that it was unacceptable to let a customer wait 7 weeks for an order that never arrived and another 3 weeks for the refund. If the apology was sincere, it would have been a no-brainer to honour the commitment even without being asked about it. There are many customers that do reviews before doing business with companies, so this will reach new, once-off or returning customers who want the assurance of a good customer experience. It is abundantly clear that 10 weeks of wasting a customer’s time does not warrant losing the cost of 3 keys. And if an owner can ignore a customer when we ask about the keys, it is clear why staff think they can give you the run around for 10 weeks. I have 4 more gates to restore but no thanks to ever go through this again.