This company receives a full five star for achieving Above & Beyond Expectations. I called February 16th after being rudely dealt with by a service rep at (edited to remove business name) [a Big Box Retail Chain] wherein I was told I would have to replace the full top drawer freezer drawer because the plug that had broken on the freezer was not attainable anywhere.
I took the chance of calling one other place which in fact was KMR/BROOKSWOOD APPLIANCE. Mike made time for me to discuss in detail my dilemma with the freezer that occurred on my dog sitting assignment. After giving him specific details of the model number and taking pictures of the plug that I required, he looked it up and asked me did I have an account with Amazon? I did not and Mike took the initiative to look it up himself and indicated although there weren’t any in Canada there was one that he could get and he’d have to pick it up in the state of Washington. Mike placed the order for an $8 item opposed to $178 drawer.
The staff had already made a routine business trip over the Border earlier that week. Knowing that the owners were going to return this March 1st , Mike intuitively recognized my concern and had one of the staff, who was making a personal visit later on in the week to pick up the item for me. When I tried to pay for the mileage that was involved for this purchase Mike refused it. It was even difficult for them to accept that I wanted to at least buy them coffee.
In this day and age , where do you find this kind of incredible customer service? I’m very grateful and will definitely purchase appliances in the future and am happy to refer them to anybody else that is considering buying appliances. Thank you to Mike and the staff.