Email I sent to Rock Tops on Dec. 23
Gentlemen:
I put in a small order for a piece of granite on 11/22/08 at your Saline, MI store. It was to be used as the base for an expensive bronze sculpture and was intended to be a Christmas present. I paid for it in full at that time. The salesman told me it should take about 2 weeks. I called twice after two weeks had passed and was told it should be in soon.
On December 18, when I got home from school, I saw that I had received a message on my home phone that our order was in and that the store was open until 5 pm that day. I left immediately and got to the store at 4:50 pm to find the parking lot empty, and the lights off and the store locked. The next day, Friday, we had 8 inches of snow, so I did not try to go to the store.
On Saturday, December 20, I tried calling the store and nobody answered but your store recording said you were open on Saturdays, so I went to your store again on Saturday to find a sign hanging on the door saying the store was closed due to the weather conditions and that there were new store hours from 9 to 5. On Saturday, the roads were clear and the weather was fine, so it was unclear why the store was still closed.
Yesterday (Monday), I tried calling your store repeatedly and got a busy signal all day. My husband drove by your store on the way home from work around 4 pm and found it was still locked and closed with the same sign hanging in the door. I tried calling the store again today, and all I am getting are busy signals. I called 1-877-Rocktops and tried to talk to your service department but nobody answered there either. I tried to leave a voice message as your recording said to do, but got the recording that I could not leave a voice message because the mailbox was full and was no longer taking messages. So I guess I am not the only customer having trouble contacting you.
So now I am emailing you with the problem. I realize I am not a big customer, but it is extremely frustrating that I can't pick up my order when it is sitting in your Saline store. It was supposed to be a Christmas present. I thought I left more than enough time to get this order before Christmas, based on what I was told by your employee. It is difficult for me to believe that your store will be open on Christmas Eve (tomorrow) when your store hasn't been open since last Thursday.
I am off from work until January 4. Would you please advise me when I can go pick up my order?
Addendum on December 28
Since I sent this email to Rock Tops, I have contacted the City of Saline, who has contacted the manager of the building that rents to Rock Tops. The SE Michigan Better Business Bureau's website says they are probably bankrupt since customers all over are reporting their stores closed. The BBB has been unable to contact anyone associated with the business. They advise that if you charged your order by credit card, contact your credit card company and dispute the charges. Alas, I paid by check.
Nobody I spoke to in Saline knew that the business had gone bankrupt. Rock Tops Saline store's phone remains off the hook, the same sign is hanging on the door and the store has been locked since Dec. 18. I can see my order sitting on the counter of their Saline office through the plate glass window. My order even has my husband's name attached to it on a mailing label sized sticker. Rock Tops has not answered my emails or the complaint I filed on their website. None of the phone numbers I have obtained for the company will connect to a live person, and all of the voice boxes are "full and not accepting new messages".
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