Should have realised it was my fault from a company which lacks integrity: I see the test of a business’s approach to complaints as a gauge of how confident I would be to use a company, if things do go wrong I would hope they take responsibility and put the situation right. My experience of Rhino Aluminium is that the issues I had were belittled by the owner who suggest I had too much time on my hands and the written reply below from the owner is completely untrue, they obviously have very little integrity as a business. I experienced three issues. Before ordering the quote stated that all orders are expected to be delivered within 14 days. I guess the key word is “expected”, as soon as I placed my order on 21st January the delivery date jumped to over double that (23rd February). At this time I was advised they only offer a kerb side drop off and I would need 2-3 people to unload. Being given early notice of this made this no issue. On 16th February I called to check my delivery was still due 23rd and it was confirmed that there was no change. I also called on 19th to check again and was given the same response. I therefore arranged the labour needed to off load on the agreed date. On 23rd, mid-morning I called the company to check what time they were to deliver and I was told they would not be delivering that day. I pleaded with the delivery manager to try and deliver that day as I had the labour waiting, but around mid-afternoon I just received a message to say it would now be the next day. I had to cancel the window installer due the following day and rearranged for him to attend a few days later. I thought the company would accept this was their fault I had labour waiting to unload, but the owner has subsequently explained to me how it was actually my fault. In what seemed a well rehearsed dialogue I was told that the problem with “people like me”, whatever that means, is that I live in an age of instant gratification, I expect to press the order button and it arrive the next day (5 weeks is not the next day?). It was only 24 hours different and I must have too much time to waste to have brought this to his attention. They have over 20 deliveries a day and I should expect there to be issues. If I had wanted a smooth customer experience I should have gone to Everest and taken their bottle of Champaign while they sold me the dream. I was a little taken back at such a response which seemed very unprofessional. To top this I was told that to have raise this with him was ridiculous with a question – “you realise how ridiculous this is don’t you”. One of his colleagues swore loundly in the background, which I was told was not aimed at me, but at the owner who was on the phone – judge for yourself if this is a professional business. I was then told being an able body person (not sure how he knew that) I should have unloaded it myself (i.e. I should have disregarded their email advising I needed 2-3 people). He followed this with a comment that he loses hand-over fist with things that go wrong each day and I like him should take this on the chin. There must be a problem with the company if they are losing hand over fist each day and if that is true they will not be a sustainable business (they don’t take credit cards – which would offer additional deposit protection for a business which seems to suggest they are creating losses). I then explained that once the delivery arrived a cill was wrong (incidentally they insist on full payment before they unload anything and 50% upfront). I expected this to be a clear cut acceptance of an error, but again this appeared to be my fault. The issue had arisen due to an estimating software problem as they were changing systems (sounds like their issue so far right?, but hold on), I should have just cut the incorrect cill myself rather than making a 4 hour 200 mile journey to pick up the correct lengths. I spoke to the wrong person at Rhino Aluminium who instead of telling me to cut it (which I would not have been happy to do anyway) told me you can pick them up, we won’t be able to get them to you today. The rearranged window fitter was due the following day, so picking them up was what I had to do. So from thinking it was their issue, it was now my fault – I spoke to the wrong person (not sure how I was to know that) and I should have cut the incorrectly provided items myself. I was then told “the problem with people like you (again that phrase) is you think construction is easy, you look at Youtube and think I’ll give that a go, when it goes wrong you don’t like it”. It seemed their error was again my fault and was a ‘problem with people like me’. To top it off I was told on the calls conclusion that he had given me the courtesy of his time, I guess the inference was that I was to be thankful that he had spared his time to explain why his issues were actually my fault (in his mind anyway)! and that if I was not happy they have no complaints process and I should maybe go to the BBC’s rogue traders to see if they would take up my case. So in shorty, I should have expected things to go wrong by using them, if I had wanted a good service I should have used another company and that my issues were just too bad. I did speak to Aluk about the company, but they don’t get involved in issues caused by their distributers unless it is a product performance issue. So a word of warning – if things go wrong with this company, you will have no recourse, I guess a true case of caveat emptor – Buyer beware! If you are ‘a person like me’ I would think twice before using this company.