Doc's of Denver

I have no words for the interaction I just had Docs of Denver‘s office manager, Katy. I reached out via email to get pricing information on upholstery cleaning for my couch. She let me know it was $20-$30 per linear foot. I sent over the exact dimensions of my couch and asked for confirmation that this project would be $260 at $20/ft. She replied and confirmed this pricing an estimate. Fast-forward to today and our cleaner (who was absolutely wonderful and had nothing to do with this) let me know that the project would be $25 per foot and that is the only option offered. Now, this isn’t a crazy difference In price, but I feel extremely misled from my email exchanges with Katy about the price. I gave Katy a call while our cleaner was here to clear up any confusion about the price. She didn’t answer for 15 minutes. When she did answer, She immediately got defensive over the email exchange sighting that I was being hypothetical about the price for the project. I told her that she confirmed the $20 per foot at $260 and she was not apologetic about the confusion and instead was aggressive with me, saying that I was putting words in her mouth. I asked her if they could do this for $20 per foot as she noted in the email, otherwise I was not gonna move forward. She said that she was gonna look into it, but then completely switched up and told me that she just didn’t want to do the project anymore even while the cleaner was there, wasting my time and his. Economically say that I have never had such a bad interaction with a business before nonetheless a local business that I wanted to support. I truly cannot believe 1) the business was willing to mislead me on a price when I felt I was very clear in my email exchange and 2) treated me the way they did on that phone call. I work in marketing, and work with a lot of consumer complaints and questions. Even if you don’t agree with the customer, it’s important to hear them out, understand where things could’ve been misinterpreted and offer a solution. The fact that she didn’t do any of this and instead attacked me and just cancelled the job while the cleaner was there was absolutely absurd. Again, none of this has to do with the cleaner himself as he was wonderful and tried his best offer resolutions so we could get the job done. My complaint is specifically about the office manager, Katy. I hope that this business can take this seriously and really learn treat their customers with respect. If they reply to this is anything like the reaction over the phone, they’re going to be defensive and say that I’m in the wrong. If that’s the case, they truly did not learn from this review. Wishing your company the best.