Mark C · Pini Hardware

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    "text": "I had a replacement window screen order, thinking having a new one made is better but it was too big to fit and they put the retention clip on the top instead of the side. I specifically pointed out the clip issue when I brought it in originally and the kid apparently didn't pay attention, nor did they probably compare the old screen which I actually left with them, but is now disposed of.\n\nWhen I went in to speak to a manager they were kind of quick to offer a refund to get me out of there. To be fair they would need me to leave the screen, (turn around time was a month btw) but I don't exactly want them to give me another screen that won't fit where the reference is disposed of - what will I do then? I just don't trust the Novato store and will have the San Rafael Chase store re-screen one and create duplicates. I said as much and they said nothing to reassure me.\n\nI want to point out a couple of things with the reply on Google reviews, supposedly by the owner. Why is there any kind of reply when the original was a rating with no review? Just for the 5 stars? An opportunity to promote oneself.\n\nAnd for those who had a key issue, I think that generic reply to email the company for training purposes is ridiculous. In this case the manager I spoke to could have said they would look at the situation to ensure it doesn't happen again, I am right there so that could be addressed before I go online to write this review, but it doesn't look like they care and just said \"I don't know what happened\" and most likely want to get rid of the customer. The \"email us\" reply is what big companies do who want to project an impression that they are responsive when they are not really. I don't buy it.\n\nGrowing up in Novato I had the image that Pini is a nice local business that care about what they do, I don't believe that anymore. I'd like to support local business but not so much when I don't feel like they care about supporting me.\n\nAlso their Yelp listing does not say unclaimed, and there is not even the generic \"email us\" replies there.\n\nThe customer is not paid to do training. Why does it require a separate email taking our time when we already wrote detailed information in the review?",
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