There is a company that we have a long-standing relationship with that I use for party rentals, etc. I'm usually very happy with their service, but this past holiday season I was not.
When I returned the merchandise, I spoke to the sales clerk/receptionist about the issues I had. Part of it was most definitely our fault. While I normally check the items, I didn't this time because I was very ill, DH was working incredible hours, and we both relied on them to give us excellent service like they had in the past. I was careful to say that I had always been pleased with their service in the past, but wasn't happy with this at all. In addition, there was a major bru-ha-ha trying to pick up the order because they still have not updated our records with our current address or fixed our name. (This is ironic because the owner is VERY PICKY about their company name!) However, when trying to explain this to the company rep, I kept getting interrupted. She brusquely excused herself and then came back to tell me that they'd be refunding 50% of our rental price--which was great, don't get me wrong, but the way she handled it was extremely rude. She is not the rep I normally deal with, she's new.
She then went on to say how "everyone loves that particular style of flat-ware" and that "everybody covers their tables with linens" but I didn't want to be putting my grandmother's antique linens on a table that I was afraid would damage them and the couple who returned their items just prior to us unloaded two, brand-new, light plastic banquet tables (at the same price), while ours were obviously years old and very worn. It just seemed like most of the equipment we had gotten was extremely sub-par (especially for them) and that she was put out we had the nerve to complain.
We only rent from them once a year and definitely aren't their biggest customer by far. But I'm wondering if I should write the owner and let him know of our experience, both with the items and the sales rep or just let it go and check over the stuff carefully next year? Or maybe simply find someone else?