Business ProfileforPedestal Source

If you doesn’t appreciate fine art deeply, you will never understand my complaint. So, first, did Pedestal remove the negative review I sent them yesterday? It’s not on their site in its category where it should be. Did they scrub it? Is that how they get nothing but 5 stars on anything they produce? I phoned them after my email wasn’t answered. The employee or owner who admitted he created the acrylic vitrine I ordered, and paid almost $300 for, said he made mine. He admitted acrylic cases can be difficult, so he checks for defects. I said, You mean you checked, found some on mine, and sent the thing anyway? Now, the bubbles and spotting aren’t glaring. I discovered them within the 30-day returns period, BUT Pedestal is the 4th shop I tried. So I decided, Heck, they’re all chop shops. Pedestal isn’t the worst. After all, I’m not the Louvre; I’m overreacting. So I hid the defects, turned them to the wall. But I couldn’t accept that my artifact is high art and that cover is insulting. So I called a major art museum to know who their supplier was. They advised me I was right to call because if a collector wants professionalism, he asks a first-rate museum to direct him to the company they use. Then you call a professional picture framer and order your case through them. I called the Massachusetts company they recommended. They told me acrylic covers are are not difficult to make if you’re conscientious and use the right glue. Plus, they’re wholesale.

Dear Chet, Thanks for your note. A few things to address here, and hopefully we can connect over the phone to resolve the heart of the matter. But seeing as this is a public forum, there are a few things that feel appropriate to address in this space. To your first question, we do not and cannot delete reviews. Your review was submitted directly onto Google, not our website, and you can still find it there on Google, along with our response. The reviews we collect on our website are through a 3rd party company (Reviews.io) that partners with and is vetted by Google to ensure the authenticity of the reviews. This enables us to advertise those reviews on Google's shopping platform. Our 1,000+ five-star reviews are a result of the quality in our service and our displays, both of which we work hard for every weekday. I'm sorry your experience was not at that 5-star level. While we aim for excellence, frustratingly we sometimes miss it, and then work to make it right. You'll find a few unhappy reviews similar to yours on both review platforms, but what can't be seen is the work behind the scenes connecting with those customers to resolve the matter at hand, as well as the process improvements made on both the customer care and production sides to ensure we get that quality at the source and get it right next time. The joints on our acrylic displays, to your comment, are some of the best on the market. We've worked hard over the past 10 years to get them as close to perfect as possible. While we're still working toward perfect, we aren't able to guarantee 100% flawless seams, and we do guarantee our customers are happy, or their money back. I'm glad you finally found a resource you're happy with! Sounds like it was quite the journey. I'd like to still offer our building a replacement cover for you, or simply to provide a refund if that is your preferred path forward. I'll be sending an email separately, and hopefully we can get on the same page with the best way forward. Thanks again for the feedback. Seth with Pedestal Source

Pedestal was generous and professional, producing a perfect replacement vitrine.

Hi Chet –– Thanks for the follow up! We really appreciate the chance to make things right, and we're thrilled to hear you're happy with the replacement. All the best, Seth w/ Pedestal Source (aka Xylem Design)