ComplaintsforBrockinton Upholstery Co., Inc.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I dropped my belongings and deposit money off to this business on 3/11/21 to have my deceased grandmother’s couch reupholstered. They have yet to return my couch completed/reupholstered. I have issued almost ALL communications in regards to the couch for the past two years and each time I am given Excuses and indefinite delays and extensions. If there is a way I am able to email correspondence between the company and I, invoices, and recordings I feel it would better benefit this case as well. There is not enough space for me to type everything

  

  Business response

  04/05/2023

  While we do acknowledge that Ms ********* furniture has been in our posession for a while, we have been in contact with her. The sectional was originally dropped off without an appt. It was explained to Ms ******** that it would be many months before the piece would be started on as she had no appt and we were booked out. It was listed on her paperwork that it would be worked into the schedule as time allowed and she signed that paperwork. Like most other businesses these days, we are short staffed and do not have the staff to expedite the orders as efficiently as we would like. Ms ******** had indicated early on that this was a family members sectional so not something she was in a hurry for, so there was no rush to finish. I do not believe it was furniture that she hadn't ever used personally but, understandably, wanted to get upholstered for the sentimental attachment she had to it.  I have been very transparent with Ms ******** each time we have spoke, explaining the state of the furniture and that we were working to finish the pieces as quickly as possible (they were in need of a lot of padding and frame repair as well). We even offered to deliver the pieces free of charge to her once complete, which was not part of the original deal. I have showed her the cut and sewn fabric pieces when she came in so she could see we are definitely in the midst of working on her pieces. Earlier this week I showed her, once again, more cut and sewn pieces that we are working on and told her we would definitely deliver next week BUT I would not give a definite day of the week as I didn't have the schedule out for delivery days that far in advance. After Ms ******** threatened a BBB complaint via email if we didn't meet her demanded deadline, I emailed Ms ******** back and told her if she would rather us stop on her pieces where we are, her pick them up & take to someone else to complete I would work with her to make that happen. I explained to her that the majority of the work (and most definitely the most difficult parts) had already been completed so she could take the furniture in its current state and not pay for anything we had not already done. I explained to her that my main priority was for her to be satisfied and if she chose to pick it up at this time I would completely understand. I have yet to hear back from her as to whether or not she wants me to continue or help facilitate a pickup or if she'd rather us complete it as scheduled.

  I understand and sympathize with her frustration, but we are doing all we can do, 7 days a week, to get out everything we can. We are not willing to sacrifice quality to rush anything through. At this point, I am waiting a response from her as to whether she wishes for us to continue on as planned. 

  Feel free to email or call our office ************ if you need any additional information. 

  Thank you,

  ****** ********** 

  Customer response

  04/21/2023

  
  Complaint: ********
  
  Will they need to keep it for the duration or just long enough to get measurements?
  
  Sincerely,
  
  ***** ********

  

  Business response

  04/21/2023

  I have worked all these details out with Ms ********. They brought the center section to me today, which I will keep for a few days to obtain measurements and they will pick up once I obtain all that information. We will then build the center piece and have it ready within 8 weeks.

  Thank you! 

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