ComplaintsforOttawa Textiles 2000 Inc.

• Initial Complaint

  19/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Starting in November, 2023 I had 3 pieces of furniture reupholstered with this company a separate invoice per item. I paid for the first piece with my **********; the remaining two pieces were also charged to my ********** account. When the second piece was delivered, I was advised that they accidentially charged the bill amount twice and that I would receive a credit on my account which they did. When I received my ********** statement for the reporting period of December 29, 2023 to January 28, 2024, I noticed that Ottawa Textiles had double charched me again on the third iterm. I called and spoke to the ******* ******** to advise her of the second erro** I waited until know to give them time to corrrect the error and reimburse my account. I can confirm that as of my last ********** statement of Feburary 29, 2024 - March 28, 2024 no reimbursement has been made. I have e-mailed three times with no response. Consequently, I am owed $177.31 and would like to make a formal complaint. Thank you ***. ******

  Business response

  01/05/2024

  Tell us why here...Date: May-1-2024
  Ottawa Textiles 2000 INC
  1800 St. Laurent Blvd Unit #5
  To whom it may concern ;
  I am writing today for a complain that a client of ours did to your company about Ottawa Textiles 2000Inc .We just received an email today with a second warning ;We check all our email and we didn't see an email with a first notice and we apologize for that. Complaint#******** .We are an upholstered business and have dealt with **** ****** for a couple of years now and have upholster a lot of items in her house. We have never had issues before with **********. We are sorry to hear that we didn't meet **** ****** expectations and is upsetting with our business .When all the work that was deliver to **** ****** has always been great as always. **** ****** contact our company July,26,2023 because she wanted to upholstered her couch .On our business term is always asked for a client to give 50% percent deposit before starting a job and the other 50% when work is completed .We always provided our clients with an Invoice on work and before proceeding ******* on credit card we advised client and they approved to go ahead with charge on credit card. December,11,2024 we started to have issues with our merchant machine because ; it was having technical issues not only with **** ****** but with other clients. We didn't know the machine was causing issues untill another client advised us that his credit card was charged more than once. December,11,2023 client asked us to do another chair for her and once again we needed 50% deposit of the amount $296.62. On our daily report it only showed that one time was charged but on merchant statement was charged 2 times and from there we needed to refund $296.62 which was refund back to **** ****** *** February,23,2024 at 9:34 am. January,09,2024 we went to deliver the chair to **** ******. The same day client gave us another chair for us to upholsters and remaining balance due for the chair we deliver was of $296.62 plus a deposit of the amount of $254.25 for the smaller chair ; that was picked up January,09.2024 total that we were going to be charged on *** the day was going to be the amount of $550.87.On January -9 -2024 we processed ******* on *** but transaction was cancelled and sending you a copy of receipt printed on machine ,second time we tried client credit card was approved .Once again on our daily report it only showed one transaction that went through .Our company didn't know that the client was charged twice untill we received our monthly statement . When we noticed the second charge and delivered the last chair we advised **** ******. Total amount on the last work that was due ; was of the amount $378.55 because client added some throw pillows so the extra charge of the amount of $550.87 minus the amount was due of $378.55 that it will show on INVOICE # ****** client was going to be refunded an amount of $172.32 .I had issues doing it on my end on merchant machine .I call my supplier and the refund was going to be done on their end and was going to take 5 to 7 business days for client to receive. The issues on the merchant machine were caused because the phone dial and connection always got lost and we where never advised that we needed the machine to be connected to internet in order to work properly. Now we have not have no more issues with the machine. Unfortunately ; we thougth the issue was resolved by ****** ******* and our mistake on our end was not following through with **********. At Ottawa Textiles 2000 Inc or methoud is always for clients to be satisfied with our customer service. We have been in business for more than 30 years. Its been hard these couple of years because we are short staff and is difficult to get extra hands for help. My apologies again to ********** and I will assure that this issue will be resolved immediately . I can definitely see how this would be frustrating for **********. On behalf of Ottawa Textiles, I would like to offer my sincere apologies . We hope that she accepts our sincere and humble apologies and we will send her an email as well.

  Customer response

  08/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: By way of fact, I have been dealing with Ottawa Textiles for almost 20 years.  As submitted to the ****** ******** ****** in my complaint, I was received a paper invoice three times for three items totalling $3,090.55.  However, on two occasions during this process, Ottawa Textiles double charged my ********** account ending up in a final charge of $3,559.48.  As stated, $291.62 was refunded leaving $177.31 outstanding.  Should you require proof of my claim, I can produce copies of the invoices as confirmation of all related activity on my ********** account including the reimbursement of $291.62 noted above.  I would like to add that while three zipless pillows were delivered when only two were requested, there is no way that they should add up to $177.31. 
  
  Sincerely,
  
  
  ******** ** ******
  

  
  

  Business response

  22/05/2024

  Good afternoon **** ****** .I’m reaching out for you to acknowledge that refund was done to you May,1,2024. I want you to be assure that we took full responsibility to take immediate course of action in the matter and like I explain to you on our end ; it was not Ottawa textiles charging your credit card the extra amounts the issue was cause by merchant machine . Like I mention before this situation was put on aware with ****** ******* to diagnoses the problem on there end . We conducted a review to understand the root cause of the issue with and all  that was asked to resolve the problem is for you to get the refund back . I have enclosed copies of all the invoices and receipt . If you check Invoice#****** and invoice # *****2 the cost on 3 pillows where $135 plus taxes that comes to $152.55 that included inserts .I'm emailing you to discuss of how we can fixed everything in move forward. I can totally get how it can be frustrating to receive a charge that you weren’t expecting .I'm emailing you to discuss of how we can fixed everything in move forward.

  Customer response

  22/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: I understand that ****** ******** ****** representative forwarded to you a copy of my May 7, 2024 correspondence in which I confirmed my position.  To repeat, I received three invoices.  I did not get a paper invoice for the pillows which I assumed were a part of the third and final invoice. You state that the total cost for the pillows was $152.55 which leaves $24.76 owing to me.  I think that you should determine the steps ahead respecting the resolution of this issue.
  
  Thank you,
  
  ***. ******
  

  
  

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