Tex- Lam Manufacturing Inc.

We had a commercial partition job, which required special hardware to finish the job. After waiting for some time for a special delivery from Grainger, we received hardware that was not what we purchased. I called TexLam to purchase the hardware and they said they it in stock. I drove 45 minutes to meet with the purchasing agent.
The purchasing agent was great and helped me find the right hardware and answered every question. He even said he would pull the hardware for me to speed things up, which was great.
If I could give a review right than and there it would be 5 stars easily. When they were finished with printing the order sheet and right before my service agent went to grab my supplies. Another man came out and asked him about my order. He said that the guys pulling the inventory are leaving and he needed to hurry. After my agent told the man he was going to pull my supplies, the man asked him how much was the total order. My agent replied $ 800, which the other man said right in front of me, «that wasn’t even worth the time you spent writing it up.»
Now I understand that maybe that could be the case as I work in construction and there are many times when we enter into a job that may not be fiscally responsible or have a high margin. But I have never ever uttered those words to customer’s face. That is rude and unprofessional.
After they went to go pull my order they noticed that it was short the items that I needed and it raised the price to $ 980. I wonder if that was enough for them to feel that I was worth their time? I do also want to point out that after my consultation that I quietly waited 50 minutes for the order to be put in, processed, and pulled.
If I wasn’t in such a bind, I probably would have walked out of that place. It really is a shame bc even though this is a smaller job, we do process a lot of orders through Grainger and they would have had that business also.
I may just process my orders online from now on. It’s amazing how people don’t think about what they say before they say it and how even one simple comment can make a pleasant customer’s experience into a very bitter one.