Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Commissioned the company, ***************, to build us a custom Buffay, gave him drawings with specific measurements, and specific information about how we wanted our peace, and the color scheme. We received a bunch of two by fours, two by sixes screwed together, and a piece that did not fit the dimensions in any way shape or form of what we required and requested. The product he sold and gave to us is unusable, and extremely poor workmanship. When we requested a refund, more than once, he has denied giving us any refund. He keeps saying refer to the contract he gave us, which does offer an option of a refund, but yet he refuses to pay us our money back. I am extremely upset that I spent over $700 for a bunch of firewood, its not sanded, there is nothing safe about this item, its unusable, the doors are barely screwed on, and he has not fallen through with his promise to make what we requested. When given a layout and plans from a customer, who says that they need the specifics exactly, him going off and doing a bunch of other stuff is not good business. Hes extremely rude, and really needs to learn how to do better work if he actually expects to make money without scamming his customers.

  

  Business Response

  Date: 09/07/2022

  Initially I had made the unit as per the customers request. She had given me a drawing of what she would like but unfortunately she had not taken into consideration the wood that would be needed in order to craft the item. When I gave her the first unit she had issues with the fact that I had not provided hardware poles or k**** which was never agreed-upon as I do not know which style customers prefer for those items. Looking through my work every single drawer that I make I put holes in them to use fingers to open drawers and such. Despite all this she said she did not like the first unit to which I replied I would gladly make her another one as specific to the design that she wanted as possible but also advised her again that The wood needed to create the item would not allow for her specific shelving options. I also advise her that I would pay for the transportation for the second unit and that the second unit would be completed without cost in order to ensure that she was happy with it. After making the second unit free of charge she then said that she wanted to use specific sized pots and pans of which I could not have known. I did however give her exactly the space requirements that she wanted but couldve had no knowledge as to what size pots and pans she was going to use. I find it unusual that she says my workmanship was not well done because after the first and second one she sent me messages saying that they were which I have attached in screenshots. She then demanded a full refund of her money which I refused because after making two units and the second one at no charge I feel like I have done everything possible to rectify her dissatisfaction but I now see that nothing could have done that. Also in my contract Im very specific that doing rework would constitute a fee which I waived in this case in order to satisfy this customer. I do not work for free nor should I be expected to be made every attempt to give her exactly what she wanted but she continued to pick out smaller and smaller things that she was dissatisfied with in an attempt to bully me into a refund of which I will not do. My time is valuable just like everyone elses plea

  Customer Answer

  Date: 09/07/2022

  Complaint: 17929432
  
  I am rejecting this response because:

  First of all, the first piece wasnt even close to what I asked for, other then the color.  Secondly, you tried to fix the mess up, and then provided me a piece that was a little closer, but still not what I requested.   Then changing the door layout on the second piece so that it allowed for even less space.  I also didnt realize that there would be a bunch of random screws throughout the piece, that you would use a thin piece of plywood on the back, that you would use flimsy wood, where heavier supports should have been.  As for taking into account piece of wood to make things fit the spaces I needed, you are actually wrong.  Not only and I a certified CADD drafter, I have worked in construction for more then 20 years.  I know how large wood is, and what supports are needed.  I have also spoken with multiple wood workers and they can believe you charge so much for plywood and screws.  You didnt sand anything, wood was not straight, stickers and stamps were still all over the work, and the wood is bowed in some areas.  Not only have you disregarded every single thing I have said, you have attempted to make it appear as if you are trying to fix you poor workmanship and horrible customer service in a satisfactory manner.  I specified I needed exactly what was on the drawing, I even made sure I accounted for wood space on the drawers.  I have someone else remaking and repairing your work, which I wouldnt have to do if my instructions, which were attached to and written on the contract, were followed.  Its sad that this is the type of work you want representing you and your company.  I do want a full refund, the only thing the wood you delivered is good for is fire wood.  
  I have multiple other custom pieces in my home, and none of them even come close to how bad this item you made is.  I  provided all the information you requested, and you never provided pictures until the end, and those were deceiving.  I just want my money back and then you can come pick up this trash.  
  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 09/12/2022

  once again I made more than enough effort to give you what you asked for. by making a SECOND piece at no charge is more than accommodating. I provided this customer with video and pictures of all the changes I made to satisfy her requests. to which her reply was "great thank you". I paid for the delivery and switching out of the old unit and feel there is nothing further I could have done to satisfy her. by the time I received her rude and demanding texts and messages I already knew there would be nothing further I could do to rectify the situation. as per my last screen shots she was satisfied and praised my craftsmanship other than the sizing of the shelving which is why I made another unit free of charge.WHen she demanded MORE changes be made I informed her that at this point I would need to charge for my time and the material to which she exploded into a litany of curse words and racist remarks. I try not to dwell on these issues but I will not be disrespected and then insulted and THEN expected to refund every dollar after I have spent time and hours making these items with my own hands. ANYONE can look on my pages and see the SHEER VAST AMOUNT OF WORK I PUT OUT and have  exact knowledge of how and what I do. If my work is so shotty then how is it that I have run this business for over 10 years NOT as a hobby but as a BUSINESS? is it more likely that in the world of ****** we have encountered the attitude of entitlement from someone who has no idea what it takes to run, manage, and operate a business where each and EVERY item is made with TWO HUMAN hands?! this is not IKEA or a manufacturing plant. this is ART! I MAKE ART! and as such it is subjective.now I have provided screenshots of her responses and praise until I required some compensation for a THIRD unit made with minute changes. I find it very unfortunate that people like this use these platforms to attempt to harm a business that has flourished in every other aspect. Anyone reading this I encourage to look through my pages to see reviews from clients who understand what I do and how I do it, look at my years of accreditation, compare the sheer amount of work to these ***** complaints and do the math. WE ARE SUCCESSFUL because we are GOOD at what we do. If there is a question to that then any and all may feel free to come to our shop and see our facility and work IN PERSON an then judge accordingly.

  Customer Answer

  Date: 09/13/2022

  Complaint: 17929432
  
  I am rejecting this response because:

   Complaint: 17929432
  
  I am rejecting this response because:  He may have made a second piece, and yes he sent a video, but the second price was in worse condition then the first. The video does not show the warped wood, the video didnt show all of the wrong measurements, and the video didnt show the ton of screws in random places.  It looks like you took more time on the first piece then the second. You have repeatedly wrongly advertised you skills and ability to make a quality piece.  I understand you spent time on this, but it appears as though you were out for speed and money rather then making a quality piece that you and your customers can be proud of.  You also didnt follow simple instructions.  I repeatedly told you the measurements I needed, I also sent you drawings.  We also had a phone conversation regarding what I was using the piece for.  I am really frustrated that you think throwing a few pieces of wood together and air brushing it is worth $700, and that s******* wood together, in obvious locations, is appealing to you.  No matter how much time someone spends on a piece, if they dont actually put enough time or care into it, its not going to make your customer happy.  Most of this comes down to you refusing to simply follow some basic drawings and requests.  Neither piece matches what I have requested, what I signed a contract for, and neither piece looks like a custom piece. 
  
  When you deal with customers, you need to make sure you are doing what they have ordered, if not, they arent going to be happy.  They are going to complain and demand their money back.  You are angry because you have been called out on you inability to follow a customers request.  You knew I needed to fit large pots on the bottom, you knew I was using this for canning and canned goods.  We discussed this via text, messenger, and a phone call.  The fact that you knew all of this information and are acting like a child who was called on his actions, is ridiculous.    You told me, in text, that you would fix it and provide me with the EXACT thing I wanted and you have yet to do so.  I have asked for it to match my drawing, and you havent provided that.  
  
  Regards,
  
  *****************************
  
  Regards,
  
  *****************************