Complaints

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my Chair a week ago to get fix and they never called me to pick it up now.

  

  Business response

  07/28/2022

  7/28/22
  Ms.***************************
  Customer Engagement Specialist
  **********************
  *************************************************
  RE: ID ********
  Dear **************:
  In response to complaint ID ******** we have reached out to the customer, ********************************* via phone call and text messaging. Her complaint reads: "I dropped off my chair to get fixed and they never called to pick it up now."
  In short, ************************** came to our custom fabrication work room two weeks ago on 7/13/22. She presented an oversized bean bag back rest and asked if we could modify it in a specific way to accomplish her specific vision of look and feel.We wrote a work order and after reviewing her request, our work room had additional questions. We called ************************** the same day and she returned on 7/14/22 and provided further input. The work order written for ************************* did not cite a turn around time and we regret this because ************************* appears to have expected this modification within days of her bringing in the project. In fact, she contacted the BBB seven days after leaving her project with us to lodge a complaint citing lack of response as her grievance.
  We are a full-service custom fabricator of foam, upholstery refurbishment and cushion sewing production, and as such, lead times vary depending on the project. We process all work orders on a first come, first serve basis and ALL WORK IS CUSTOM (we are not a dry cleaner, alteration shop, or shoe repair type operation although lead times in these fine businesses could easily be several weeks too). On or about 7/25/22 (the day ************************** lodged her complaint) our work room determined that they are unable to modify ***************************** project to meet her vision. When notified today of this fact, ************************* seemed to indicate that we were obligated to perform her work,which we, of course, reject. ****************************** deposit will be fully refunded just as soon as she calls us with a credit card number or presents herself at our counter to obtain a refund. We wanted to offer delivery of the bean bag to ***************************** home, but she did not give us a chance to do so.
  As stated, this unsatisfactory outcome is based on timetable expectations, as that is the basis of ****************************** complaint. We regret that her work order did not specify a lead time and note that the job details were being reviewed. The customer's timetable expectations were completely out of line with normal turn around times on this type of work. In fact, we are faster than most other companies in town. We do not apologize for our unwillingness to attempt to modify her project as we do not believe we can meet her expectations.
  ***********

  Customer response

  07/28/2022

  [A default letter is provided here which indicates your rejection of the business's response. They wont Fix it now.
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩