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Complaint Details
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Initial Complaint
07/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
O/A 4 May I contacted Chelly to assist with the poor quality of our pantry install. 7 May 2022, we sent photos to Chelly with evidence of the poor quality work. On 4 June 2022, Logan from the production department came to take measurements and discuss a resolution. He stated that a portion of the pantry would have to be redone. On 13 Jun 2022, I received a call from the admin team asking if someone would could come that day to correct the pantry. With little noticed, we were not available, though I did provide an alternate Date/Time. As of today, 12 July 2022, I have yet to hear from anyone from Closet Factory. We now request the portion that needs repair be refunded.Business response
08/01/2022
Business Response /* (1000, 5, 2022/07/14) */ As stated we did try to go back on June 13th when we had an unexpected opening to respond quickly. Logan did attempt to call a reschedule on 2 attempts without a reply. He also reached the customer on July 14th to confirm a return date scheduled for July 22nd to fix the problem, a section needs an adjustment of 3/4". Consumer Response /* (3000, 7, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, Logan did call twice and FAILED to leave a message. It was only on the third call that I answered an unknown number to find it was him calling. Yes, we did settle on a date for the work to be redone. However, this correction does not compare to the time I've wasted on this issue and have it corrected. Additionally, it took us lodging a complaint with the BBB to receive the return calls from Logan. It is funny that the day I submitted this complaint, we received several calls from an unknown number. For the time wasted, the compensation should go beyond the correction that I have been trying to get corrected since 3 Jun 2022. We are not looking for a full refund, but a partial for our time being wasted due to the lack of professionalism on the part of the team employed by Closet Factory. If I did not pay for the services, I am sure Closet Factory would like to be compensated for their loss of time. Business Response /* (4000, 9, 2022/07/27) */ Closet Factory went back to Client's residence on 8/22 and installation was completed per the signed Contract. Client accepted and approved completion. Sign off was obtained from the client indicating job was completed. Consumer Response /* (3000, 11, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The amount of time and energy we've invested has not been compensated. I had to take time off, as well as my spouse. The lack of professionalism speaks volumes. It still took this complaint for the work to be completed. A partial refund will be the only way to resolve this issue.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.