ComplaintsforBolick & Prince

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September of 2022 I ordered 2 custom fabric X benches from this design business after seeing their work published online, having 2 mutual acquaintances, and seeing their designs all over social media. Once $2, 782 was paid, and I was told 4 weeks turnaround time the communication become distant. The date continued to be pushed back into 2023 with many different excuses. At this time I asked for a refund and was assured the benches were in production. Finally in May 2023, after having a mutual acquaintance reach out to the designer on my behalf, I told they were ready to be picked up. I had been promised because of the long delay they would be delivered as I am out of state. We came to an agreement that they would be delivered to my cousins home in *********, ************** on her front porch. I received them the next day and was in shock. They were so poorly made with exposed staples, holes in the custom fabric, cardboard, showingthey looked nothing like the pictures of the benches I had ordered. I disputed the charge on my cc with all of the correspondence attached but because it had been so long my credit card company no longer would allow me to dispute it. I have begged the designer for a refund and have been told that they dont refund custom orders. Please help me. I will add pictures including one of what I was supposed to receive on the left versus what I did receive on the right. Thank you.

  Business response

  08/30/2023

  When this client purchased the item, I explained to her that any custom order like the one above would not be able to refunded. I offered this client a credit to my site for the full amount and it was insufficient for her. She sent me photos of what she wanted from my Instagram and because those photos are heavily filtered and photoshopped the item she received was the same color blue but didnt look the same as the photos. She was also unhappy with the the staples on the underside of the bench. I spoke with my upholsterer and there is no way to hide staples on a custom upholstered item without staples. I have offered her a full credit to the site for her purchase price. Because this was a custom piece, she was told upfront there would be no refunds. 

  Customer response

  09/06/2023

   
  I am rejecting this response because:
  

  This woman has lied to me for 10 months and only sent me the custom benches I paid for last September after I threatened to get a lawyer. I was never told custom orders were not refundable, ever! We have never even spoken on the phone other than the one time she answered, realized who I was, and hung up on me. She claims I am upset about the staples showing on the underside of the benches and that her upholster said that is inevitable. I also have shown the benches to designers and upholsters and they said there is NO way a licensed business made these benches. Im not sure this designer didnt try to make these herself.  When she said I was upset they didnt look like the ones she posts on Instagram b/c she uses heavy filters I was upset at the craftsmanship which you cant filter away. The benches I received arent even made the same as the ones she has bragged about having published in articles online. The benches I received have exposed cardboard, and holes in the fabric on the legs, among other things. This woman has had multiple complaints over the last year and its a shame she is continuing to take people's money. I told her I did not wish to receive a credit to her website unless it could be used for design services to provide me with the benches I ordered for $2700, and she said it could not.

  
  

  Business response

  09/06/2023

  The emotional allegations are unnecessary and uncalled for and also untrue. I have offered a credit to my site for her obvious unhappiness with the stools.

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