On Oct 20 I was contacted by ICON DSP to install shelving at a Lush location. They said they had sent the shelving. I set an appointment of 8:00 on Oct 25 to install. I was there at 8:00 but the store had not gotten any shelves and didn’t know anything about them. I immediately called ICON and left a message, then when I got back emailed them too.
On Oct 31st they contacted me to confirm that I had installed the shelves. (I guess they don’t check messages or read emails) I explained again, and Andrea said that they would send out the shelves and contact me when they were in to install.
On Nov 28th they called me wondering if I had ever installed the shelves. (?) I explained AGAIN what had happened. We agreed at that I would bill them $85 for the initial trip, and I sent them the invoice.
That’s less than I usually charge, but I was cutting them a break. ICON was a new company for me. They had apparently taken over the Lush account. But I have worked for Lush for years through their previous maintenance provider DWM. I have to say DWM is an OUTSTANDING company to work with. They are super friendly, professional, organized, and always pay on time. I wish every store would just use them! Anyway, I was familiar with the stores, which bulbs they use, etc. And the Lush employees are always fantastic to deal with too. So I wanted to make this work.
Fast forward to Dec 13th. They called me with an emergency situation at Lush. They said their sink wouldn’t drain. They said they had another person look at it, and they said it needed some kind of pump. I went out to the store about two hours later and took a look. It does have a drain pump, and the pump was shot. (the store said that the first person looked at it maybe a week previous) No one had one locally (I spent a good hour on the computer and phone looking) I told them I could order it and install it, but it would be Monday. (we’re discussing this on Wednesday) I also told them that I had never gotten paid for the last trip. They transferred me to accounting, where they said “Oh, I see it, we’ll send you your check Friday (Dec 15)
The next day, Thursday, Andrea called to verify that I was going to have the pump installed that day. ??? This led to a round of emails which pretty much confirmed to me that these guys are REALLY confused. Anyway, Andrea then emailed me, wanting the part number of the necessary pump. I told her that if they wanted that, so that they could get someone else to install the pump, that I would then charge them for my trip to the store to diagnose the issue. She said it was so they could have corporate overnight the pump for me to install (which was fine with me)
Here we are now, Dec 31st. I never heard back from Icon. I never got the check that they said they would be mailing over two weeks ago. And out of curiosity, I called Lush, and they still can’t use their only sink because no one ever replaced their pump.
Anyway, I thought I’d post this so people can make an informed decision before getting involved with what appears to be a non-paying confusion festival called ICON DSP.
ICON DSP Reviews
On Oct 20 I was contacted by ICON DSP to install shelving at a Lush location. They said they had sent the shelving. I set an appointment of 8:00 on Oct 25 to install. I was there at 8:00 but the store had not gotten any shelves and didn’t know anything about them. I immediately called ICON and left a message, then when I got back emailed them too.
On Oct 31st they contacted me to confirm that I had installed the shelves. (I guess they don’t check messages or read emails) I explained again, and Andrea said that they would send out the shelves and contact me when they were in to install.
On Nov 28th they called me wondering if I had ever installed the shelves. (?) I explained AGAIN what had happened. We agreed at that I would bill them $85 for the initial trip, and I sent them the invoice.
That’s less than I usually charge, but I was cutting them a break. ICON was a new company for me. They had apparently taken over the Lush account. But I have worked for Lush for years through their previous maintenance provider DWM. I have to say DWM is an OUTSTANDING company to work with. They are super friendly, professional, organized, and always pay on time. I wish every store would just use them! Anyway, I was familiar with the stores, which bulbs they use, etc. And the Lush employees are always fantastic to deal with too. So I wanted to make this work.
Fast forward to Dec 13th. They called me with an emergency situation at Lush. They said their sink wouldn’t drain. They said they had another person look at it, and they said it needed some kind of pump. I went out to the store about two hours later and took a look. It does have a drain pump, and the pump was shot. (the store said that the first person looked at it maybe a week previous) No one had one locally (I spent a good hour on the computer and phone looking) I told them I could order it and install it, but it would be Monday. (we’re discussing this on Wednesday) I also told them that I had never gotten paid for the last trip. They transferred me to accounting, where they said “Oh, I see it, we’ll send you your check Friday (Dec 15)
The next day, Thursday, Andrea called to verify that I was going to have the pump installed that day. ??? This led to a round of emails which pretty much confirmed to me that these guys are REALLY confused. Anyway, Andrea then emailed me, wanting the part number of the necessary pump. I told her that if they wanted that, so that they could get someone else to install the pump, that I would then charge them for my trip to the store to diagnose the issue. She said it was so they could have corporate overnight the pump for me to install (which was fine with me)
Here we are now, Dec 31st. I never heard back from Icon. I never got the check that they said they would be mailing over two weeks ago. And out of curiosity, I called Lush, and they still can’t use their only sink because no one ever replaced their pump.
Anyway, I thought I’d post this so people can make an informed decision before getting involved with what appears to be a non-paying confusion festival called ICON DSP.