Complaint / review text:
There was a miscommunication about what the product entailed. I thought automatically it came with a certain part because they had always included it before. I was astonished when I called and was told they wanted to charge me extra for it so I asked to speak to the supervisor (which later I found out was named Richard Lee). He told me his name was Josh and just recently the company changed protocol which is fine but I didn't get the memo or notification, also he was very sarcastic and condescending when explaining the scenario. I told him I have bought from the company in the past and never had to specify this and he basically told me they changed procedures and it was still my fault because I should've known better. I called again to lodge a complaint against "Josh" who I was lead to believe was a customer service rep, I asked to speak to the supervisor. The rep told me his name and to call back again. I did so and the supervisor had me waiting on hold for 10 whole minutes and when he finally picked up he told me he had already spoken to me (as "Josh") and then said this company never used to add that part to the product. If this is the account manager of this company and he's lying to customers about his name and changing protocol and treating customers as such for a product part worth next to nothing, I want nothing more to do with this business. If you're going to change procedures then please just let people know and apologize for something that was your fault to begin with. When you used to include this part, your slogan was the same, "we give you what you asked for", so to use it against me now is just unbelievable. Also when trying to deal with damage control, sarcasm, a condescending tone, and lies will get you nowhere.