I went to this store earlier this morning and was greeted by rude people and the smell of greasy fast food. I understand we all need a lunch break, but I do not want to peruse textiles and wallpaper to the smell of anyone’s entree. No one offered to help and when I asked where the wallpaper was I felt I was inconveniencing the associate. Another designer was there with a client and she commented about how unprofessional and rude the front staff was. Additionally, when I walked into the store I was told to put on a mask despite the whole front desk staff not wearing one. I have no problem wearing a mask, but when I felt it was illogical when I was told sales people not need to wear a mask at their desk “at your desk”. Furthermore, I called ahead before making a long drive to the store and was told I could get a designer referral- when I asked for one when I arrived it was such a hassle I gave up and went to look at wallpaper myself. Overall, the wallpaper selection was nice but the customer service was SO bad and unwelcoming that I would never make a purchase from this business.

We have been doing business with DRC San Diego for several years and have had a few issues here and there but seemed to be ironed out and were continuing to do business with them. A few months back, I went into the showroom to look for wallpaper samples for a commercial project. I was rudely greeted by our normal sales person asking if I had an appointment. I told her I was not aware that I needed one. She said that I should have known they were appointment only due to covid. I asked if they sent an email letting their clients know this and she said no and that they would make an exception and let me shop even though there were only a few other people in their very large showroom. This is typical treatment from a few of the employees in the showroom where they act like they act like you are putting them out by shopping there.A few weeks later I placed an almost $13k wallpaper order for that client, upon getting the shipping quote, I told the showroom manager that I felt like it wasnt correct and that I was hesitant to place the order because the shipping was astronomical in my opinion. This was being shipping ground, not freight. She assured me that she would check into it and that it likely wouldnt be that much. I continued with the order because we needed the wallpaper ASAP. All but 3 rolls arrived badly damaged because they were very poorly packaged by the vendor.I immediately notified DRC and had to send several rounds of pictures and push for weeks for replacement wallpaper. They were trying to tell me that the wallpaper was still usable and that they were not intending to replace it. I kept pushing and they finally agreed to send new rolls, which delayed our project and cost us quite a bit of time and money rescheduling our installation. This situation was extremely stressful trying to explain to a repeat client that their several thousands of wallpaper arrived damaged and that DRC was throwing up their hands and not pushing their vendor to help us. For weeks, I sent emails and follow up phone calls to find out what was happening with lack luster response.I finally asked for the owner to contact me as their showroom manager was out on maternity leave. I never received a call or email but from the same contact I had been working with saying they were going to finally send replacement wallpaper weeks later.We then received a request to pay a shipping bill of over $1200, I asked for a breakdown because we were being charged more per roll of wallpaper than I am charged for being shipped a large 9x12 rug. When asked for the breakdown, the DRC employee refused saying they dont give out that information. Which in our industry translates to we are marking it up and dont want to show you the invoice. I told them I wouldnt authorize the payment until I saw the breakdown.I know that they mark up the product but was not aware that they were marking up the shipping as well.A few days later, I received a demand email from DRCs owner requesting payment at around 9 pm on a Thursday saying they require payment by 4pm the next day. The owner never provided proof of what they had been charged for shipping, just divided up what they are requesting to be paid for shipping by the three vendors used. I sent a few emails back and forth with the owner that evening describing what happened and she never once apologized for the stress, time and lost revenue we incurred due to this situation and said I’m sorry you feel that way, we go out of our way to accommodate our clients, as we have for over 30 years. I’m happy to have a discussion with you if you’d like to let me know where we went wrong. Which I found off putting since I had already detailed it in a previous email that night. I told her to go ahead and charge my card for the shipping she is claiming we owe and that we would no longer be doing business with them as this situation was so poorly handled. I never received a response from her after my last email.