Ruby & Quiri — Local services in City of Johnstown

Let me start out by saying that whenever I contacted or spoke with anyone they were always courteous and professional. The issues that I have are with the existing customer service protocols that leave room for improvements. I had purchased a new refrigerator and was 7 months old when it showed and error code and was not running. I left a message at 7am and my call was returned shortly after 10 am when they opened. I was told that Tech would be out the same day to look at the unit. I explained what the error code was so they could anticipate what may need to be done. He arrived that afternoon looked over the unit and determined what was wrong. He said that the parts he needed were not on his truck but were in stock in Albany , 30 minutes away. He said he would have to call the office to order the parts but Wednesday is the only day they service my city, which is 15 minute from their store. I asked if they had a parts runner to get the parts. I was told no and was told that they going to bring me a loaner fridge instead for a week until the Tech was scheduled back in my city. I would also have to figure where I could put it in my house because it couldn't be in the garage. Now why go through all that trouble to deliver a fridge and disrupt my home for a week instead of just getting the parts and finishing the job? I called back the store and ask to speak to a manager. My message was forwarded and I received a return call . I was told that the Tech was going to rearrange his schedule and that the parts would be in the next day. Why was this not the first option if the parts were not available to the next day. I have a service contract with this group for the next 4 yrs. I sure hope they try to develop more flexibility and resourcefulness in the near future or my business is...

This was my first experience with R&Q. I had heard great things about them thru friends and neighbors in my area and figured I’d see for myself. My husband and I went there looking for laminate flooring to redo our living room and kitchen which is carpeted. We walked in and we were immediately greeted by Maggie asking what we were looking for. We explained and she took us to the flooring department. She spent close to 90 minutes going over the different styles and helped us narrow down our search based on our kitchen draw color and wood type as well as other items in our home that could influence wood and color choices. After we selected our flooring, we asked about countertops and she took us to meet with Joe. Both Maggie and Joe worked with us to show us different countertops to match the flooring and cabinets. Maggie stayed with us thru the entire process working with Joe until we agreed on our countertops. They made shopping there an enjoyable and fun process! Even my husband remarked that he was surprised by the experience because he hates to shop for things like this. After we wrote everything up, Maggie offered to give us a tour of the store since we had never been there before. All in all, we were there for 3 1/2 hours because they wanted to make sure we were happy with our purchase. We never felt rushed or like we were a bother as we changed our minds several times. Both Maggie and Joe were extremely knowledgeable, helpful and a joy to work with. They came to measure our house 2 days later and we had our estimate the following business day. Even the man who measured had 6 years of experience as an installer and answer all of our questions. We will certainly be back to R&Q in the future and have told several friends about our experience and...

We purchased a bed hoping that after having bilateral knee surgery, it would provide more restful sleep than sleeping in a recliner. Unfortunately this was not the case. To start, when we went to pick it up, the two guys who brought the base out dropped it abruptly and carelessly onto the truck bed and walked away without so much as a word or helping to put the supposedly correct mattress on the truck, leaving my husband to attempt putting the mattress on the truck bed by himself until another customer who was waiting for a mattress, helped my husband put the mattress on the truck-- the base did not function properly after we had brought it home and set it up. We contacted the warehouse manager, Corey, who called back and was helpful. We also contacted the sales rep, Tony, about the situation of the bed not working properly a couple days later. A new base was delivered along with the correct mattress by two guys who were great. After being unable to get proper sleep/rest, we tried to contact the same sales rep with no call back after almost a week to see what could be done. We finally called the owner, Rick, about the situation. He was very understanding and explained to some degree what could be done as they were not in the store at that time. We talked to Jeff about returning the base with explanations from him about what was to happen with the return. Upon returning the base, a guy named Tony, who works in the warehouse, was very helpful and pleasant to deal with. When my husband went into the store to get the refund, he stated that the sales rep who we bought the bed from, turned the other way and did not acknowledge him. This experience was not the greatest but not the...