TLDR:
Please think twice before leasing from this location.
Rob was/is great to work with, unfortunately you will likely also cross paths with Phil. Phil has some of the worst customer service skills, an extremely poor & aggressive attitude, & genuinely should not be in any type of leadership or customer facing role. I have reached out to
[email protected] for issue resolution but am still going through a terrible journey of returning leased merch. As a customer that never missed a payment & has an account in good standing.
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A month ago, more than a week before my payment was due I called the CLW Store for pick up of my merch. I spoke with Jose, who was overall professional, got multiple buyout offers, & politely declined. Jose said that he could not schedule a pickup, & a manager would call me back.
I disassembled/cleaned the merch. & placed it in my foyer. After a week I didn't receive any calls/texts/emails/voicemails. So I called again.
Spoke with Jose again. At 1st he didn't remember we spoke already. I asked that he take decent notes so that I wouldn't have to explain all over again. He said a mgr. will reach out to me that day.
2nd week went by. I called the store again. This time I got Phil... As soon as you speak with Phil you can tell that he is a impolite person. I explained that I had been trying to schedule pickup for 3 weeks now & had not received a call from a mgr. Phil made some snarky remarks about Jose & said he would call me back when Jose arrived.
He called & made it difficult to schedule pick up. "we schedule 3-5 days in advance" then "we only schedule the day prior" then "I can't give you a pickup window until the morning of" made snarky remarks about Jose & with an aggressive tone. We scheduled pickup, & his driver would call an hr before arrival & could not provide a pickup window until day of.
Day of came, pickup window was 11-5PM. 4PM came, still no courtesy call. At 4:30 an Aaron's truck pulled along my driveway, blocking in my vehicles. Surprisingly it was Jose. He had no idea he was there for a pickup. At the door he could see the merch. in my foyer to be picked up. I asked that he start loading because my wife & I had to leave soon. He refused to start because he wasn't sure what he was supposed to take & called Phil on speakerphone. Phil started hollering that he didn't know they were taking everything. I closed the door while they figured things out. Jose said that this was a 2 man job & we have to wait for someone else to come pickup. I explained that they knew we were returning everything & that they shouldn't have sent 1 worker & we couldn't wait. My wife had a Dr. appt. we couldn't miss. I asked that he load up or move his truck so that we could leave. Jose left, & we went to the Dr.
2 days later I got a call from Carrie, w/Phil hollering in the background. Set a pickup for Fri. On Thurs Carrie called again, not to confirm my pickup but to tell me my account was past due. I reminded her that I already spoke to her, Rob, Jose, & Phil. She had no memory of our call, said she needed to get a mgr, & "you better not hang up". I said she could talk with mgr. for confirmation.
Now it's Fri. Waited till 12PM, pickup call never came. I sent another email. 10 min later I got a call from Aaron's. It was Carrie again, calling to tell me that my account was past due, again with zero memory that we had spoken 3 times this wk. She said that there was no pickup scheduled. I told her that I wrote to the myexperience alias & to have a manager call me.
Now its 4PM, I'm not home because Aarons called me 2 days in a row saying there's no pickup. I get a call from Aaron's, it's Phil. He says they will b
