My experience with Alex at ProSource was excellent. I told him what I was looking for and he helped me pick out the perfect floor for my house. Dan Gates was the installer and he did a great job. The floor looks beautiful.
Prosource- From good to bad Their showroom is extensive, and Kerri was very helpful and gracious letting me browse. And, their prices seem good. Now for the bad… Once I placed my order for our kitchen backsplash, I was a bit surprised at the $90 freight fee when the tile itself was only $240. But, what can you do? So, we ordered it and paid. We drove over to Prosource a week later to pick it up once it had arrived, and as soon as I was handed the box for the end tiles I knew something was wrong. (Notice that Prosource had not opened the box to check.) And, sure enough the tiles were all in little bits and pieces. So, I walked back into the store and told Steve “So some of the tiles are broken.” Disappointingly there was no apology. Instead more of a “yep this happens you’d think they’d package them better.” Okay. So, I reiterated that our tile company was set to come in exactly one-week (next Monday) and so we’d need to rush the tile here in 6-7 days. To which, Steve seemed annoyed and said “We will do the best that we can.” No mention of apology. Can you ask for expedited shipping? “We’ll do our best,” was all Steve would answer.” So, I guess “We’ll do our best” meant we’ll order it and forget about it. Because I tried calling Friday-answering service. I tried calling Saturday – answering service. Oh, Prosource was closed Wednesday through Monday for the Thanksgiving holiday. They forgot to mention they’d be closed Wednesday until Monday. Today is Monday and our tile company is here trying to work around not having the end tiles. And Steve calls to say he cannot find the tile we re-ordered anywhere, and he will try to find a tracking number. I had to take the day off work to make sure I could run up to SLO again (25 minute-drive) in the case that the tiles arrived mid-day and perhaps twice because they need one of the broken ones now for measurement purposes. Disappointing and frustrating.
Update: So later that evening I got a call from ProSource informing me that the wrong color had been ordered! Unbelievable. Please, please, overnight it! The next morning I got a call from Kerri apologizing and letting me know the tile company would indeed overnight it. She also said she would be happy to hand deliver them once they were in. That Wednesday, sure enough she came bearing unbroken tiles and flowers. Thank you, Kerri! Although customer service was very poor at the beginning of this tile-saga, I was impressed with the hand-delivery and personal touch in the end.
