RE: Letter of complaint / DPYU4403 To whom this may concern, My name is Danielle CORLISS, the point of reference for this letter of complaint is order DPYU4403. On the 24th of April 2021, I attended the Doors Plus Showroom, Minchinbury. There I met the store manager, Mitch. I attended to purchase A front screen door, Front wooden door and rear wooden door. Mitch was helpful in showing me the products in relation to my needs. I selected a front wooden door and screen door; I also selected a guardian door with doggy door for the rear door to my property. During the consult as Mitch discussed the installation process and costs etc, I ensured several times I vocalised what specifics I was after, inclusive of doggy door, handles, door frames etc. Once the sale was processed for a total of $5950.00, Mitch printed the customer order and handed it to me, I paid the required deposit. It was at this time I observed the guardian door on the customer order to be missing any mention of a doggy door. I raised this with Mitch, He stated "I forgot, I'll add a note". He then proceeded to say it was an at an additional cost. After having spent half an hour discussing the costs and coming to an agreement, I was not happy to pay anymore simply because he had forgotten to add this somehow in the previous 30-minute discussion about the sizes of the doggy door. At this point Mitch's attitude completely changed, he became quite arrogant. He said to me after this was completed, "Well I've given you the doggy door for free as a favour." I did not consider this a favour, rather a lack of competence on his behalf and I shouldn't have to be overwhelmed with joy that he made an error. About a week later a Carpenter named Scott attended and completed the check measure for the doors. He was extremely professional. On the 9th of July, a carpenter Scott attended with the wooden front door, and installed the new frame and door to a high degree. He then began the process of the rear door. Scott called to me as he noticed the rear guardian door did not have a doggy door as discussed. As a result, both he and I spent some time on the phone. I was not given any outcome at that time, other than the door was unable to be installed. I attempted to call Mitch several times, leaving messages. A few days later I was finally able to speak with Mitch. Again, he greeted with an arrogance. He did however own the mistake and would reorder the door, Stating the original order was made in error. After some discussion about the error, Mitch agreed to take $50 off the cost of the awaiting screen door payment, although bitterly as he again said to me, "But I gave you the doggy door for free". To which I again replied, "No, you failed to include it in the cost, it was never given for free you forgot to add it." Nevertheless, I was now forced to wait again, for the rear door. Due to COVID I understood the warehouse and employees would be experiencing some difficulties. I contacted Liz Patterson and enquired a rough time frame for the screen and rear door. She was very helpful and polite. I made it very clear there was no pressure on the company as I understood there would be delays. In late August Liz Patterson again contacted me to advised on an installation date for the screen and rear guardian door, being the 10th of September. Today a carpenter name Kris has attended. Again, another professional employee. I saw on this occasion the correct guardian door had arrived. When Kris began to install the door, I asked why he wasn't completed the new framework. He advised the order did not include this. He showed me the order details on his ipad, which clearly did not show any framework. I showed him the original customer order which included the framework. Kris contacted the original Carpenter Scott, who confirmed he had completed the check measure of the framework. As a result, again, the rear door cannot be installed. It is clear from my previous conversation with Mitch, he has again made an error. He advises he would re-order the correct door. I attempted to contact Mitch, who again was unable to be contacted. I then spoke Kylie, the customer service manager. Again, another professional employee. After explaining the situation, she has stated she will contact me soon with an outcome. My compliant is with the Store Manager of the Minchinbury store, Mitch. This whole dilemma is very transparent to the fact of his incompetence. The original order at the time as sale was incorrect, in which I raised. Mitch implied he was doing me a favour in correcting the order. Upon speaking to him after the wrong door was supplied, he took ownership of the error. It is clear he as had to re-order to correct door. However, in doing so he has failed to include the door frames to new order. This level of incompetence mixed with arrogance toward a customer is extremely unprofessional. It is now a week shy of 5 months since ordering the doors, with the rear door still nowhere in sight of being completed. This was a large order close to the value of $6000. I'm sure Mitch has received his commission for this purchase. Yet anytime I wish to speak with him about the absolute comedy of errors he has made he is unavailable, and the customer service staff are left saying they will have to speak with Mitch. This level of incompetence is staggering. Mitch get a commission from my purchase, he has left 2 carpenters without pay for the day, a client without the promised product all due to his lack of care; which is evident in his attitude, and his errors. Throughout this whole process I have been kind, understanding and not at all a pushy client. I have paid all balances well in advance of the required date. An apology from Mitch is not worth it weight, As I find him very patronising and manner when dealing with the client once payment is made is extremely poor. Its as if he has received his commission and any further assistance is beneath him. It appears this is quite common with him, after conversations with the staff. With one person saying, "I can't believe you got Mitch to own up to a mistake, that's unheard of". I am writing to vent my sheer frustration and total disappoint with the way this has been handled. The whole situation comes down to the errors Mitch made at the time of sale and attempts to fix his mistakes, to only incur more. I am seeking financial amends be made in some form for the extremely long delay in the installation. I am basing this request on the fact the errors made are multiple and made by the same person, whowhen discussing said mistakes has treated me with arrogance and contempt. The 3rd installation date is now the 21st of September. Please explain how, a manager of a store can make so many errors and have an arrogance about him, causing a client to have 3 installation dates and a wait period of close to 6 months? An apology is not holding him accountable for his actions, a financial reimbursement from the commission made from my sale would be far more appropriate. Should you wish to discuss the matter further please feel free to contact me. Kind Regards Danielle Corliss 7 Hillcrest Road, Emu Heights