Carolina Shelving & Mirror Co

I have been very disappointed with the customer service with Carolina Shelving and would not recommend using their services. I was building a house and my builder used them, so I went with it.



Shawn came on site and walked the two bathrooms with me to define what I was looking for. Shower number 1 was a 7 foot long shower and I defined that I wanted the door at the one end so that we could easily reach the shower controls and towels. Once it was installed, the shower door was in the middle of the shower, which meant you had to get wet to even turn on the shower. They did rectify this one and now it is correct as I ordered it although my tile now has unattractive holes in it from where the shower had to be moved. In the second shower I asked to have a towel rod inserted into the glass as there was no wall space in the bathroom for any towel rods. When this shower was installed, the shower rod was not there and the door did not open/close well without catching on the glass to the shower. It took about 5-6 months before anyone came back to resolve the issue with the door and Carolina Shelving was not willing to resolve the towel rod in the manner I had asked for it. They offered to epoxy one on the shower glass. I asked an installer as well as other glass companies about the comparison of a permanent rod thru the glass versus one that is installed with epoxy. I was told that it would have a questionable life span (might stick for four years, maybe 20 years...you never know) as well as not as clean of an appearance....and most important, was not what I had asked for.



After Shawn had walked the house with me and had taken notes on what I wanted done, he told me he would draw up the plans and send them to me for approval. He never sent them to me, but instead sent them only to the builder. The builder signed off on what they received without checking with me, so the builder also has some responsibility in this mistake, but neither wants to assume any responsibility. Shawn and the owner Keith said that they do not need to send the plans to me, as I am not their customer...the builder is. Now this is a concept that makes no sense to me. It is my house, and my money that is paying for these showers in my house, but I am not the customer just because the builder is the one that sends them the check of MY MONEY? I strongly disagree with that statement, I am their customer!!! If they want to say they have two customers, fine...but you cannot tell me I am not your customer!



After we moved in, I tried contacting Keith, the owner, to discuss this for over a month. We had a very brief call the first time and he refused to return any subsequent calls. I left messages, communicated to installers to have him call me, and also came to the store twice before I was able to catch him there. His arguments continued to be the same, that I am not the customer and they do not feel they have any responsibility for the design being wrong since it was signed off on by the builders. When you spend $4,000 on showers and both are wrong, definitely shows a lack of attention to detail. And when you do something wrong and do not make it right, you definitely reflect the quality of the business you run and your moral values. The installer said the cost to replace this piece of glass would have been around $400. If word of mouth or a negative review costs them just one customer, that profit is probably three times the cost it would have taken to replace the glass. Just seems like it would have been the right thing to do.