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Complaint Details
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Initial Complaint
01/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a custom hood and paid an additional $850 to have the item painted the exact color of my cabinets. The color does NOT match at all and is more yellow/beige than my cabinet color. It also does not match the finish of the cabinetry and it is not stated anywhere that it is a flat/matte finish when making the purchase. It only states that they will match the exact color. I even spoke to customer service about the color before making the purchase and they assured me that they have used the Fabuwood Dove color before and had a sample on hand. I will now have to pay to get the hood repainted. I contacted the company twice almost 2 weeks ago and have not heard back in regards to a resolution. Due to lack of importance and response I no longer trust in this company and would like a refund for the $850 I paid to have it color matched and painted.
Business response
01/24/2024
Hey **** - we received the email from you four days ago and escalated the issue to our damage department. The owner of the company has left you a voicemail to discuss how we can make the situation right. We also saw the message you have sent on Houzz. We, by absolutely no means, hope that issues go away. We are very proud of our track record and attention that we give to our customer service team. We apologize that this was not handled as promptly as you would like, but have reached out to work with you on the solution. We look forward to hearing back from you and getting everything taken care of for you.
Customer response
01/25/2024
I am rejecting this response because:
The information stated is incorrect. I reached out on 1/16/23. I was told it would be escalated to the damages department and would have a resolution as soon as possible. I didnt hear back after 4 days so I reached out once again on the 20th and got no reply. I even waited another 4 days before finally filing a claim with the BBB. Bottom line, if a customer has an issue and is dissatisfied due to your error, it should be top priority. It only became a priority once I reported you to the BBB. I used to be a customer service manager for a call center so I do have an expectation for good customer service. I just want to get my refund for the $850 so I can pay someone else to repaint it. I have no desire to deal with your company again.Business response
01/25/2024
We pride ourselves on our customer service and commitment to making everything right when things do not go as planned. Custom color matches are very important to get right and we understand your frustration. We are happy to refund the custom color match fee, and would have had no issue with that resolution through our normal course of business. We had not received the notification from the BBB at the time JD reached out to you. We had received the notification from Houzz, which is the first time we were aware of the issue at the ownership level. Our damage process is streamlined, but we recognize that delays are frustrating.Customer response
01/26/2024
I am rejecting this response because:
The complaint was filed on Wednesday morning and the owner of the company called and left a message Wednesday afternoon. What a strange coincidence. Anyhow, this has taken enough of my time. Please respond confirming a resolution, if you have one. Otherwise, Im done going back and forth about this - it proves to be solving nothing.Initial Complaint
09/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a custom hood . An its screwed up. Broken parts. An they sent me vent wrong size. So been with stove for months. Then they charge me more to get correct size still don't have itBusiness response
10/13/2023
We have been in touch with this customer from day one that the issue was brought to our attention via email in June. We have sought a mutually agreed upon resolution directly with this customer and provided a refund based on our conversations, as well as the ventilation that was necessary to complete their installation.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.