NG
Novray Glass
Claimed Business
NG
Performance(last 12 months):
#2Ranked In Other
-100 NPSUnlikely
Ranking
#2
in Other
NPS Score
-100
Recommended: Unlikely
Recent reviews (0)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
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FV
Francois V
1 reviews | Active since Jan 2020
10 Oct 2017, 17:49
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.
Helpful (0)
|Replies (0)FV
Francois V
1 reviews | Active since Jan 2020
10 Oct 2017, 17:49
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.
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