Let’s Discuss Our One-Star Review In San Diego, CA
Others Disregard One-Star Reviews
– We Feature And Discuss Them
Here’s the thing – 99% of our projects go according to plan. We communicate well, start the project on time, and finish within two days in San Diego, CA.
However, we’re not always perfect. But you can trust that we’ll move Heaven and Earth to make things RIGHT if we let you down in any way, shape, or form.
Our former client, Jimi, is a great example of our dedication to doing things right. You see, at first, Jimi left us a one-star review (and rightfully so). But thanks to our commitment to fixing our mistakes, Jimi kindly switched his review to five stars.
Here’s the story.
So, What Went Wrong? Well, We
Didn’t Communicate Well
Material delays are rare at Shugarman’s Bath, but they happen once in a blue moon. And given Jimi’s purchase was in 2021, still amid the pandemic, shipment issues were more common than they are now.
So, what happened with Jimi? What went wrong?
Jimi’s consultation was in April. He liked everything about us, and he decided to purchase from us.
Now, typically, we order the materials and schedule the installation promptly after the consultation. However, Jimi’s case was different – it took us longer. Much longer.
We initially gave him an end-of-July installation date in his contract. Unfortunately, we knew in June that we wouldn’t have the materials in time. Combined with our two-week delay in measuring Jimi’s shower area, we were far behind schedule. So, we changed Jimi’s installation date to August.
August arrived, but the materials STILL hadn’t. So, we had to notify Jimi again with a new timeframe in September.
On September 7th, we texted Jimi, informing him that we would reach out to schedule an installation date within the next couple of weeks.
However, by that point, Jimi was fed up with us… and we couldn’t blame him. So, he left us a one-star review.
We Reached Out To Jimi And Found
Ways We Could Improve
We understood Jimi’s frustration, and it broke our hearts that we let Jimi down.
We were less concerned with our Yelp rating. And we were more concerned that Jimi had a bad experience. It hurt us that Jimi had to wait so long for his materials to arrive. And it hurt us that we didn’t honor our commitment, which we take pride in at Shugarman’s Bath.
So, as we do with all of our clients who leave less than a four-star review, we reached out to Jimi and found out what went wrong.
Ultimately, we discovered an error in our communication process and fixed it, becoming BETTER as a result of Jimi’s feedback.
We Made Things Right And Installed His Dream Bath
Most importantly, we made things right with Jimi. He was gracious and forgiving of our pre-installation mistakes and the long wait for his dream bathroom remodel.
And he loved our installation efforts so much that he left us a five-star review… thanks, Jimi!
Now, although Jimi loved the finished results, even the installation process wasn’t seamless. This project was more complicated and was scheduled for three-and-a-half days.
But in Jimi’s case, it took five days due to termite issues behind the walls (there were other issues, too). We also had to come back to install Jimi’s custom glass.
Despite the numerous challenges, we ensured things were done the RIGHT way, and the final result – Jimi’s beautiful new bath – was pristine.
Because We Learned From Our Mistakes With Jimi,
Your Experience With Us Will Be All The Better
Now, Jimi’s bath remodeling experience is an outlier. Long waits in the pre-installation stages, gaps in communication, and a five-day bath instead of a three-and-a-half-day bath – none of which represents what your experience will be like with us.
Yet, despite Jimi’s project being a complete outlier, it still represents what we’re all about – honesty, a willingness to learn and improve, and most of all, beautiful baths.
Do you want a bath remodeling company in San Diego, CA that puts the customer first and always does what’s right? If so, call Shugrman’s Bath today for your free and accurate quote.
