I would like to take a minute to thank Yates for the absolutely Outstanding service we received this week. We came in on Tuesday around 1 PM, and were greeted by Patsy Cantu.
We had just come from one of your competitors here in Lubbock, where we had a very negative sales experience. Over 2 weeks ago they ordered our carpet. The install date was set for Wed of this week. I placed a call on Tuesday to confirm, and was told the carpet had been damaged in shipment, and it would have to be reordered. They knew about this on the previous Friday, but did not bother to call me. We had prepared our house for installation by moving furniture to the covered porch and garage....now, we were going to have to wait another 2 weeks. I asked for some consideration due to the fact they had not bothered to contact me with this info. I asked for a $100 reduction in the installation fee...which was greeted with NO.
Not once during the conversation we had with them did they ever say “what do we need to do to make this right". I suggested that they should have offered to come help me move the furniture back in until the new install....guess what.. they did not even offer. So with no adjustment to the install fee or even common decency to offer help, I asked for a full refund.
We then came to Yates...wow, we could not have been treated with more respect. Patsy took us to the area to show us samples carpet. We chose several samples to take home. She shows up less than an hour later to measure! She then goes back to the store to figure pricing. An email was sent about an hour later, followed by a call from her to tell us she would be off the following day, but that we could come in and finish the sale and schedule install the following day. We arrived at about 10 , and spoke with Gary. We paid the entire amount, and Gary went to work to get a quick date for install. At no time did we ever ask for special treatment because of our previously described treatment, but we were made to feel that we were the only customers you had! He said the install dept would call later in the day. At about 5 , we received a call to ask if Thursday would be OK with us.....I was beyond shocked! It had only been 2 days ....and we were going to get installed! The following morning, Amanda calls at 8:30 to tell us the crew would arrive in 30 minutes!
Again, we were beyond shocked!
The 2 guys arrived at 9, and immediately went to work! I don’t think I've ever seen such efficiency! They worked incredibly fast! By noon, the entire house had tack strip and padding down, and several rooms already had carpet ready for stretching. These guys had the entire house done by 5:30 PM, and were gone!
This is some of the most outstanding service we have ever received for anything we have ever purchased! Thank you to Patsy, Greg, and the install crew! You were understanding, kind, and respectful that this is a major purchase. We simply cannot thank you enough for the kindness and professionalism shown to us. We will recommend Yates to all our friends and family, and will most definitely come back in the future.
Thank you and your wonderful staff for making us feel special.
Rolla and Sheila