Poor aftersales and admin

I decided to use UFS to laminate the wooden floor for my bedrooms in July 2017. I started by meeting their sales in-charge Khalid who came over my house and gave me a free quote which many others did as well (not a big deal). So I get a competitive rate and decided to use them. So come the day of installation, they arrive with Jameel the owner along with Khalid, Tariq and a driver Eesa who is a big mouth. I could see the efficiency in their workmanship which is very commendable.

But then the cookie begins to crumble. 1. Khalid approaches me to say there has been a mistake in the measurement he took and ended up needing more boards which will cost me another 2k ! Ok I understand things like this happen, so I agreed to bear a portion of it, firstly as it was not due to my mistake and secondly, didn't want to burden them as well. 2. Now, they run out of stock and leaves to fetch more stock which took longer than normal. Thereby a work that should have taken 3 hours ended up taking 7 hours. But wait, its not over yet.... 3. Then later the same night I picked up laminated boards having chipped off at several places ! Its supposed to be an imported German brand named Kronos. Anyways, I took some pictures and sent to Jameel and Khalid to ask whats happening? Then Khalid calls me and asks me to take pictures of all chipped boards in order for him to send it to his supplier and enquire about this. Really! Well yes , so I started crawling over the floor of all my 3 bedrooms taking pics and whatsapped them to Khalid. Next day, Khalid comes back agreeing to replace the chipped ones , but i insisted, I need all of them to be replaced which they reluctantly agreed to. 4. They pitched up later the day and the whole process starts again. But then the batch they brought also had chipped boards. I was surprised to see they didnt even bother to check the quality of the boards after what happened. So I had to keep my eyes on them to make sure they do not use any of the old boards as understandably, the trust level I had initially was not the same. So now again they run short of boards and finally I agreed to use some of the old boards which didnt have chip marks-I had no other choice. They guys finally finished the job by the night. 5. Now in the first installation they left me with a stock of spare boards and skirtings which they had to take back due to the bad quality. After the second installation I expected them to do the same, but was given the answer that they do not have enough stock to leave behind. They will have to return all the bad stock to the supplier and will then obtain the spares for me and provide them with a revised invoice (remember their estimate was incorrect and I paid more). The big mouth driver Eesa promised me to deliver this the same evening. Upon enquiring with him, according to him, he only promised to deliver the spare boards if the supplier provided it to him from his stock (he did not mention this on that evening). Now the supplier does not have stock and Essa says hence he cannot provide me with spares. I asked him, okay, if the supplier does not have stock its fine with me, but can you not provide me the spares when the supplier gets his replaced stock form the manufacturer? His answer to me was :NO, as then he will have to pay from his pocket! Really? How is it different if the supplier DID have stock? We gave back his full set of damaged stock, which he will get replaced from the manufacturer. Like you, the supplier is obliged to supply good quality boards to his customers and I have 15 years guarantee on this! If the supplier had stock or not, he would not make a fuss about providing some spare boards from his stock! I cannot understand why Essa said he will have to pay from his pocket for the spares. So when I mentioned this, Essa goes berserk and haywire and starts with saying he is a gods man, he does not lie, I am calling him a **** and I am demanding more than what I should have, etc.....He even mentioned, he was doing a favour for replacing the chipped boards at no cost- its not a favour, it is mistake from the supplier for which he is to replace with good stock. there is a 15 year guarantee on it. However, he didn't want to listen and I had to speak a bit firm until he continued accusing me by calling me a "***** and ****"; then I had to put down the phone. The above last words hurt me bad. REMEMBER, THEY PROVIDED IT TO ME WITHOUT ASKING THE FIRST TIME and now doesn't want to give it again. I was asked to send a grievance mail to Jameel, which I haven't received any response to as well. Probably nothing happened being family.

Its been 4 months and till date ( I even called up this morning) I haven't received the spares and the invoice. If they didn't want to give me say so, which they don't as well. Honestly I liked their workmanship (except for Eesa) and wanted to give them a very good rating but after this experience I have my doubts: -Can a legit German brand named Kronos be of a low quality that it is chipped even before installation? Could it be a **** ? -Was I ******* into pay a higher amount in the middle of the installation that I had no turning back -I had intentions to do my blinds as well, which I'm doubtful I will - the 20 years guarantee on the board and 1 year guarantee on workmanship is it real

These young guys had good reviews until recently. I even recommended them to my friends, one which they didn't even respond to. You guys need to get your personal life sorted and hope not ruin a well established business and good name like this. Good luck!